Greater Sydney Area
Highly accomplished and results-driven Hospitality Leader with a proven track record of success in the luxury hospitality industry. Expertise in overseeing all aspects of hotel operations, ensuring exceptional guest experiences, and driving revenue growth. Adept at leading and motivating large teams to achieve and exceed targets.
o Provide executive leadership and influence across approximately 130 hotel and guest-facing colleagues. o Responsible for the resident and guest experience across 165 luxury residences. o Achieved the highest resident satisfaction scores in the history of The World for five consecutive years. o Contributed to increasing average ownership tenure from 6 years to 11 years through elevated service standards, relationship management, and resident engagement initiatives. o Supported continued appreciation of residence values through exceptional hospitality delivery and resident satisfaction. o Develop and oversee highly personalized resident experiences tailored to individual preferences and lifestyles. o Champion CRM-driven resident preference management, enabling seamless and intuitive luxury service delivery across departments. o Supported implementation and utilization of the Navigator App, enhancing resident communication, accessibility, and engagement. o Serve as the primary liaison between residents, executive leadership, commercial teams, and shipboard operations. o Lead executive-level issue resolution and stakeholder management for high-value owners and guests. o Oversee accommodation standards, inspections, quality assurance programs, and compliance with rental and residential guidelines. o Lead and support cross-functional teams delivering VIP events, resident functions, and bespoke experiences. o Partner with sales and marketing teams to support future demand generation, resident referrals, and brand positioning initiatives. o Manage departmental budgets, resources, inventory, and operational reporting to ensure financial discipline and operational efficiency. o Act as a brand ambassador with residents, strategic partners, media representatives, and external stakeholders. o Foster a culture of professionalism, accountability, discretion, innovation, and continuous improvement.
Second-in-command for hotel operations aboard a large-scale luxury vessel, reporting directly to the Hotel General Manager. Key Responsibilities & Achievements o Led seven department heads across Rooms Division, Guest Services, Entertainment, and Revenue Operations. o Directed daily hotel operations and guest experience delivery across all guest touchpoints. o Helped position the vessel among the Top 3 highest-rated ships within the Princess Cruises fleet. o Drove service excellence through Princess MedallionClass technology and guest-centric operational strategies. o Oversaw accommodation standards, public areas, environmental compliance, and public health requirements. o Led onboard revenue strategy and execution, consistently achieving operational and financial targets. o Acted as Hotel General Manager designate, providing leadership continuity and strategic support. o Partnered with marketing, brand, and operational teams to implement service enhancements and strategic initiatives. o Led performance management, coaching, succession planning, and leadership development for senior management teams.
o Directed, innovated and optimized shipboard revenue operations by analyzing financial data, developed cross-marketing and sales strategies, identified areas of opportunity, coaching, leading and motivating the Sales force across all onboard departments. o Oversaw the following onboard Revenue departments: Spa, Specialty Restaurants, Bars, Shore Tours, Casino, Retails Shops, Photographic Studio. Overseeing over 200 onboard staff. o Worked closely with various departments and management including: Hotel Operations and Revenue departments shore side to effectively influence and maximize all marketing and revenue opportunities. o Provided leadership, coaching and talent development for our staff on maximizing sales and enhancing guest experience. o Planned and conducted focus group sessions with guests and shipboard personnel to gather feedback, identified areas of improvement and formulated strategies to optimize guest satisfaction/revenue. o Analyzed revenue and ratings performance of current and upcoming cruises for areas of opportunity and determined immediate and future course of action. o Analyzed current Marketing promotions and associated revenue to develop and/or adjust strategies and tactics to increase guest participation (Penetration), repeated business (Frequency), and maximize profitability through up selling (Spend) of the revenue areas on board the vessel. Identifed and made recommendations to implement plans. o Ensured all onboard marketing channels of communication are designed according to the overall onboard revenue strategy; ensuring effectiveness in creating awareness and generating sales through strong messaging and value proposition. o Set revenue targets, corporate commission structures, and net versus gross revenue figures and ensured all management were aware of targets and are aligned in their strategy to achieve results. o Worked with Department Heads to identify the optimal scheduling opportunities for revenue activities.
o Responsible for negotiating and contracting hotels and transportation services for crew travel and groups while analyzing and monitoring industry benchmarks, market trends and best practices for crew operations and identifying opportunities to fulfill corporate strategy and savings opportunities. o Responsible for the forecasting of the annual financial plan for respective territories for the amount of $25M and manage expenses accordingly which includes the reporting and communicating of any budget impact caused by variances in contracts or travel peeks o Traveled to major port locations to oversee hotel, pier and ground transportation operations, and to perform site inspections for planning and evaluation purposes. After review, determine if any corrective action is necessary. Travel to projected new ports to source vendors for crew needs. o Performed special operational analysis and issue recommendations to improve overall service and efficiency of operations. o Evaluated current and potential new vendors. Maintaining vendor relationship to ensure compliance, assessments, and reconciliation of accounts. Assisting the Expense Management team to ensure pending vendor discrepancies or disputes are addressed o Coordinated with Global Crisis team on all world events. o Managed the Invoice processing to comply with invoice guidelines set forth in the contract to the vendor. Coordinates any irregular invoicing issues with the Expense Management group to ensure prompt payment. o Initiated and completed the RFP Process. Ensuring the hotel and transportation vendors selected meet RCCL requirements while managing all new vendors o Managed all operational communications to internal and external customers for use in crew travel documents, crew portal, hiring partner websites, SABRE, and crew assist in reference to hotels, visas, transportation, meet & greet services worldwide.
o Responsible for Managing, Developing and Marketing all shipboard revenue-generating areas including casino, shore excursions, retail shops, photo, spa, onboard cruise sales, art auction, and port shopping. o Analyzed all revenue-generating activities to develop or adjust strategies and tactics for increased guest spending. Tracking performance of plan and reports findings to the management team. Makes recommendations for implementing and adjusting plan as needed. o Worked directly with Cruise Director and Hotel Director to identify optimal scheduling opportunities and locations for revenue generation. o Worked with shipboard Revenue Partners’ management to ensure that Company standards are continuously met and that each outlet is performing at or above revenue targets. o Ensured Safety, Environmental, and other Company policies and standards are consistently maintained. ACHIEVEMENTS o First Quarter 2011 and 2012 was ranked 1st in sales revenue and ratings generation for the Celebrity fleet, achieving above quarter targets by 23% and 27% respectively. o Awarded the Shining Star of the month award in October 2010, awarded to managers going above and beyond the call of duty. o Chosen for the Building on Talent program 2012 to recognize high achievers o Honored as the best Manager in the fleet to open the newest flag ship of Celebrity Cruise Lines, the Celebrity Reflection in October 2012