Ormond College is the largest residential College at the University of Melbourne and host to the Wade Institute of Entrepreneurship. Home to 370 undergraduates, 50 graduate resident students and 80 non-resident students.Residential Manager responsibilities-• Manage a responsive Front of House (FOH) operation with clear and accurate communications to residents.• Ensure that policies and procedures that are in place to protect the privacy of residents and ensure that the system of managing keys is robust.• Responsible for FOH delivering a First Response to any incident that involves the College or College Residents.• Manage and plan the start of year process ensuring that all rooms are ready, welcome packs are organised and keys are all ready to go when the students arrive.• Conduct Performance Reviews with strategic goals and objectives then creating individual development plans.• Manage the Cleaning Contractor and ensure standard of cleanliness are met consistently to the standard and the frequency required and implement thorough cleaning audit system of Quality Checks regularly.• Assist with recruitment for any vacant Residential Services and Catering Event positions.Catering and Events• Manage the C&E process from the quote to the final Event Order, building relationships with corporate and internal clients to drive repeat business• Build positive relationships with Conference organisers so that you attract repeat business. Develop a program of follow-up communication and seek feedback.• Achieve high occupancy rates during the non-semester periods and maximise conference bookings during relevant periods throughout the academic year.• Coordinate the planning and preparation of all conferences and events, the schedules, catering components, staff resources and venue spaces.• Prepare and present Residential Services, Conference and Cleaning P&L at the end of each conference period.

• Working with clients to establish and take action towards achieving their goals• Encouraging them to contribute more effectively to their team and organisation• Supporting them to work more productively with others• Helping people gain more job and life satisfaction

• Delivering and assessing up to Diploma in leadership and management, Diploma in Hospitality• Writing and facilitation of short courses in customer service and conflict management• Providing individual feedback and coaching sessions• Coordinating and planning training and assessment in a variety of workplaces across Victoria• Building relationships with business leaders and staff through effective and meaningful training experiences

• Co-ordinating and managing all aspects of food service within Aveo Villages• Maintaining Village kitchen, catering facilities and dining rooms• Conducting Food Safety, auditing and systems Compliance• Providing advice on environmental factors including kitchens and equipment• Benchmarking sites ensuring a standardised service approach in line with the communities’ scope of service.• Managing noncompliance and ensure corrective action, rectification plans developed and adhered to• Provide expert advice to assist with the presentation of Dining Room areas to ensure they look inviting, orderly and well-kept and comply with the required standards• Continually looking for innovative ways to engage residents with their dining experience• Providing analysis and recommendations in response to Resident Satisfaction feedback • Communicating effectively with the Operations Management Team, Village colleagues and staff• Ensuring WH&S and food safety guidelines are followed and compliant

Providing secondary school students with a clear and basic understanding of hospitality and customer service, combined with the job seeking skills that builds their confidence in approaching potential employers.

• Facilitating leadership development assessment centres for senior managers through to frontline leaders• Providing individual feedback and coaching sessions• Developing personal development plans• Liaising with senior managers and leaders to enhance support for direct-report participants• Utilising varied assessment methodology and techniques

This program is recognised by national Accounting and Information Technology bodies (SMIPA/CPA (ACC) and ACS (IT) and assist international student graduates in enhancing their employability by developing additional workplace and professional business communication skills. • Lead the frontline PY Training team to deliver outstanding employment outcomes as a result of the Professional Year Program• Contribute to the delivery of quality education resulting in outstanding employment outcomes as a result of the Professional Year Program• Lead the scheduled moderation and validation of subject delivery and assessment tools in accordance with Compliance Quality Management Plan• Augmentation and contextualisation of existing learning content• Monitor trainer preparation for sessions in accordance with the curriculum, Trainer Guides, resources and assessment documentation and provide support to onsite team on a daily basis.• Participate in the scheduled moderation and validation of subject delivery and assessment tools in accordance with Compliance Quality Management Plan

Supervisor and Food and Beverage Attendant for various hospitality agencies, working at corporate venues including multinational corporate board-rooms (NAB, PWC, CGU), Crown, Yarra Valley wineries, Raheen, and public outlets at MCG/AAMI/Etihad/Flemington- Bars, QSR’s, pop-up stalls

• Training and assessing Certificate III in Hospitality, and Screen People/ Screen Items, groups of 25 students, in accordance with AQTF guidelines and the Australian Transport Security Act• Monitoring training plans and evaluating that learning objectives have been met; and acquired skills and knowledge are being transferred back in the work place. • Conducting training that was meaningful and challenging for students with educational learning difficulties, socio-economic issues, or behavioural challengesKey Accomplishments-Autonomously training groups of 25+ students in all facets of hospitality and securityDevelopment of training tools and activities to enhance and improve the learning experienceLeading training sessions and successfully coaching students in job hunting skills

• Delivery and assessment of quality accredited and non-accredited training programs• Scheduling, planning and delivering training sessions at regional sites• Maintaining training record compliance, and ensuring all training and documentation is compliant to AQTF standards• Mentoring, developing and training Managers, Supervisors and an in-house training team• Driving change initiatives and organisational development in accordance with business requirements• Information mapping (rewriting SOP’s) and development of annual assessment tools• Development of LMS/e-learning modules and assessments (ELMO)Key Accomplishments-Creation and implementation of a national, Frontline Leadership ProgramImproved the leadership teams staff engagementDevelopment and mentoring of an On-the-Job training teamCompliance audit on 220+ officer training files

• Facilitated workshops, and Production of service, training, and induction manuals, for all front of house staff• Analysis and understanding of current customer service standards throughout hotel• Conduct Training Needs Analysis (TNA), and retraining as required• Instructional design and implementation of training programs and service sequence for new restaurant initiative• Engaging with all current staff to ensure positive transition with new dinner service• Consultation on restaurant setup and aesthetics• Liaising with all stakeholders to ensure minimal operational disruption• Production of service, training, and induction manuals

► Workplace Training Consultant• Establishing comprehensive workplace training programmes according to business objectives and ensuring that workplace training is integrated with corporate training programmes.• Monitoring training plans and evaluating that learning objectives have been met; and acquired skills and knowledge are being transferred back in the work place. • Collaborating with managers to monitor performance to ensure all trainees are working to a standard that contributes to the achievement of business objectives. • Ensuring that managers and supervisors keep up to date performance journals of all trainees and ensure effective communication with trainees, trainers and management.• Adhering to all organisational HR policies and procedures and strictly adhere to business policies on confidentiality and ethics. ►Hospitality Trainer• Training and assessing up to Diploma in Hospitality.• Developing engaging training plans and materials to ensure active trainee participation.• Ensuring a broad understanding in hospitality processes and procedures.• Facilitating discussion and understanding in premium service standards to ensure successful transition into desired roles.• Offer regular and timely feedback on performance; ensure trainees are actively encouraged and supported to develop their knowledge, skills and competencies.• Ensures that all training related documentation is kept up to date and compile monthly training reports & training calendars.

•Training and assessing Certificate II in Hospitality, groups of 30 secondary school students (Summer School), in accordance with AQTF guidelines.•Developing course materials relevant and usable to underage students in a school setting•Ensuring a broad understanding in hospitality processes and procedures to an audience with minimal work history.•Assessing student work, and entering into administration package to finalise results.•Liaising with off-site management group to maintain compliance standards.

► Hospitality Trainer• Training and assessing up to Certificate III in Hospitality, groups of 30 students, in accordance with AQTF guidelines.• Developing the skill set of students to ensure capable transition into the work force.• Designing training aids and assets to assist in student real-life learning• Working with individual students that required extra assistance or guidance to ensure competence in all skills► Vocational Preparation Trainer• Assisted students to identify and understand their personal strengths and how these can positively affect their career advancement• Discussed with students the qualities and traits needed to successfully enter the workforce.► Career Consultant• Assisted students in resume writing and interview techniques. • Discussed student’s career goal, and offered assistance with steps to help achieve this.

Maintaining safety and security protocols according to organisational and government guidelines.Customer service delivery on multi-sector flightsEnsuring that customers received a superlative, personal and individualised onboard experienceKeeping up to date on safety, service and first aid procedures and amendments

Junior Manager Mentor & Coach • In-flight mentoring and training of junior managers during a competency based four month training program in liaison with managerial stakeholders:o Assignments & expectations.o Evaluation of performance & developmental feedback. • Provided leadership, mentoring, support & performance feedback to junior managers:o One to One coaching & development. o Mentor to employees within managerial development programs.• Assessment of performance management training, including:o Situational Leadershipo Performance feedback; coaching / documentation.o Mediation & Conflict ManagementIn-flight Cabin Manager• Crew management in high customer density aircraft – Boeing 777 / Airbus 330 and 340: o Management of two managers and sixteen staff members and 480 customerso Vocational training.o Employee development through skill rotation & delegation.o Performance management, conflict management & mediation.o Occupational Health & Safety in line with organisational and industry regulations.• Delivery of superlative service lead agreements that provide superior physical and emotional customer experience.• Emirates Group business and brand development. First and Business Class Cabin Crew, 1999-2003• Customer service delivery in the premium cabins management• Ensuring that customers received a superlative, personal and individualised onboard experience• Maintaining organisational service and safety standards.