• Brand management through building and maintaining relationships with online travel agent account managers• Manage a portfolio of online travel agents and promote 35 properties throughout Australia and New Zealand• Develop and negotiate accommodation deals through liaison with revenue management team for the online travel agents promotions.• Use of “Site Minder” channel management software for creating rooms, mapping channels, updating inventory and blackout dates, pushing out static and dynamic rates through the bulk update functionality and setting up new hotels• Organising promotions through online travel agents in line with need properties and ensuring that the promotion is set up accurately and in a timely manner ready for the sale period. • Communicate organised promotions to central reservations, property and revenue management teams so that all are aware of what is included in the deal, sale dates, travel dates, rates and inventory, blackout dates, commission levels and exposure gained from the promotion• Prepare and analyse campaign statistics (post promotions and end of month) for potential trend interpolation.• Use statistical analysis upon strategising new campaigns.• Schedule promotions ensuring they are logged in a shared log to so that there is no cross promotion of the same property across different channels at the same time• Manage content updates on online travel agents to ensure information is accurate to guests, inform them of renovations, maintain room types and ensure accurate room information is described and that bedding options are accurate, ensure that images are of the highest resolution and current across all properties• Parity issue investigation and resolution, which can arise between channels• Use of supplier side of previously listed online travel agents

• Manage guest complaints and feedback• Maintain guest rapport with all guests and a focus on return guests. This includes implementation of the KA Check In procedure and creation of a gift log for Milestone Stay guests • Control overbooking situations and relocation of guests• Care for VIP guests and groups to ensure their stay is comfortable and discrete whilst maintaining a high level of security• Manage operations of the hotel in the absence of the General Manager• Rostering and forecasting staff (both full time and casual) to allocate sufficient staffing levels for high and low occupancy periods at minimal labour cost• Write and implement new policies and procedures• Incident report management from staff, guest and contactor incidents including theft, car accidents, injuries and food related illness • Recruitment of staff and performance reviews as required• Full night audit procedures• Handling of monies from all departments of the hotel • End of month reconciliation including bedside shopping stocktake, car parking data, customer service feedback, front office incentive results, geography reports and rate code reports. • Maintain guest rapport with all guests and a focus on return guests. This includes implementation of the KA Check In procedure and creation of a gift log for Milestone Stay guests • Problem rectification in the absence of the maintenance department and a thorough knowledge of the hotels workings including air conditioning, PABX, signature security system, fire panel, Saflok, Foxtel, LTI and SiHot Property Management Systems and UMM server• Maintain a high level of security for the property including floor walks and perimeter checks, key reconciliation, correct handling of lost property and nightly safe audit including float count and reconciliation of banking

• Large group block blockings – bidding stage, contract stage, input of rooming lists and settlement of accommodation account• Content management on online travel agents for the property• Yielding and sales techniques to maximise occupancy levels and a high rate resulting in achievement of budget each month• Use of “Site Minder” channel management software for creating rooms, mapping channels, updating inventory and blackout dates, pushing out static and dynamic rates through the bulk update functionality• Attended weekly yield and revenue meetings with the General Manager, Front Office Manager and Business Development Manager to discuss rates and forthcoming groups, group pickup and potential wash, creation of new packages, budget and actual figures and forecasting• Rate loading through Global Distribution System and LTI Property Management System• Parity issue investigation and resolution, which can arise between channels