Responsible for managing all aspects of the Retirement Village comprising 34 Serviced Apartments and 130 Independent Living Units, including providing support to staff, residents and families whilst ensuring that the business operations of the Village meet legislative, regulatory, and financial/budgetary compliance requirements.• Coordinated, encouraged, and provided Leadership daily to 8 direct reports to achieve administrative, budgetary, housekeeping, maintenance, and gardening outcomes to maintain Facilities and Assets to provide amenity in a clean and safe environment allowing Village residents to continue to live their best possible lives, every day. • Investigated, initiated, and introduced change in the provision of Village First Responders; Meal delivery and Kitchen Services; the provision of Laundry and Linen Services; and the bringing back in-house of a Gardener. These changes all required extensive discussions and negotiation with the Village Committee of Management, Lendlease, Residents and their families, and successful implementation was due to persistence, and a willingness to tackle entrenched attitudes and demonstrated courage in exploring opportunities. All initiatives were informed, researched, and analysed, to ensure they fulfilled and delivered on strategic plans and budgets, and integrated with as little disruption as possible.

Responsible for managing all divisions within the Hotel to operate seamlessly and provide exceptional customer experience:Key Achievements• Maintained excellence in customer service and satisfaction by responding to and monitoring guest feedback provided via various online forums, sites and in-house. Ensured guests were happy to avoid larger strategic problems, and this often required innovative and lateral thinking.• Managed communications and stakeholder engagement including dealing/negotiating with guests, booking agents, apartment owners, Owner’s Corporation, Staff, Head Office, neighbours, industry associations, Council Health Departments, and other vested stakeholders – most with differing points of view and desired outcomes. Utilised skills in listening to and negotiating with diverse parties to achieve win-win outcomes for all.• Led a diverse team within a fast-paced changing environment which required effective communication and coordination with all Team Leaders to ensure a unique and seamless experience for every guest. Provided insight, experience, guidance, knowledge, and education to other Team Leaders within the Hotel which assisted them in the execution of their roles.

• Launch the newly branded Hotel in Carlton which required ascertaining, developing, and implementing policies, procedures, and guidelines as a newly independent Hotel.• Built a new brand and branding through website design and development, with an attached booking engine, and trained staff to use the booking engine.• Reached out and developed new Hotel relationships with Travel Agents, Clients, Guests, Corporates, and other booking agencies, and provided coaching, mentoring, and training to staff to own these relationships and build on them with integrity, service excellence and to place the customer at the very centre of everything we did.• Recruited/managed/mentored/trained/coordinated a Team of 12 from diverse backgrounds to assist in the running of the Hotel, including Housekeeping, Maintenance, and Guest interactive services. Ensured that all staff members were responsive, open, and engaged to the needs, concerns and wants of guests.• Developed a strategic plan, with realistic budgets and costings for the newly independent Hotel with initiatives to maintain and grow supply chain relationships within budgeted guidelines.

Hotel Manager of a Quest Serviced Apartments Franchise.

Managed Motel/Serviced Apartments/Restaurant

Manager of a small team which used the international currency, Euro and USD Commercial Paper and interest rate markets to supply the Domestic Australian Bank with funding cheaper than that which was available on shore.