Experience

BKB Holidays

• Australia
• Travel Arrangements
• 1 - 100 Employee

• Operations Manager

  • May 2021 - Present



Asia Escape Holidays

• Perth, Western Australia, Australia

• Systems Development and Distribution Manager

  • Nov 2007 - Apr 2021

  Leadership and Administration • Provide positive leadership and guidance • Liaise with staff via team meetings • Assess and prioritize workload, and assign duties • Review business performance and strategies, submit proposals, and deploy improvements • Create policy and procedure user manuals • Review operational costs to eliminate excessive expenditure Account Management • Identify and liaise with new suppliers and colleagues regarding new partnerships • Collaborate with suppliers and colleagues during the sales implementation • Develop and maintain strong working relationships with suppliers • Ongoing reviews of supplier sales and in-house processes • Arrange external stakeholder access and training to online systems Human Resources • Performance manage an efficient and productive team • Implement staff rosters in alignment with business needs • Staff recruitment • Manage staff training • Administer staff performance reviews and counselling Manage Helpdesk • Provide advice and support to helpdesk staff • Create and monitor service targets • Assess and prioritize phone and email workload • Manage escalated issues Application Support • Manage and review system and B2B website functionality • Review software issues and liaise with technology providers regarding a resolution • Project plan system enhancements • Oversee the creation and maintenance of customized reports Database – Rates, Inventory, Content, and Reporting • Determine the database load requirements • Manage the costs, prices, inventory, and content database • Oversee the creation and maintenance of online packages and customized reports Key Achievements • 2019 employee of the year award • Integral role in the increased sales growth in every year of my employment • Mentored staff to transition into leadership roles • Project managed the deployment of the first reservations system • Managed the introduction of 2 new sales channels • Account managed numerous new multi-national suppliers Show less



New Horizons Holidays

• Australia
• Travel Arrangements
• 1 - 100 Employee

• Reservations and Operations Manager

  • Oct 1991 - Nov 2007

  Leadership and Administration • Provide positive leadership and guidance • Liaise with staff via team meetings • Assess and prioritize workload, and assign duties • Review business performance and strategies, submit proposals, and deploy improvements • Create policy and procedure user manuals • Review operational costs to eliminate excessive expenditure Sales and Service • Provide advice and support to reservations staff • Create and monitor sales and service targets • Assess and prioritize phone and email workload to ensure deadlines and targets are achieved • Manage escalated issues, and liaise with colleagues and external stakeholders to provide a resolution • Liaise with suppliers and colleagues regarding new partnerships • Collaborate with suppliers and colleagues during the sales implementation process • Build and nurture client and supplier relationships by seeking and providing regular feedback Human Resources • Performance manage an efficient and productive team • Implement staff rosters in alignment with business needs • Staff recruitment • Manage staff training • Administer staff performance reviews and counselling Other Roles and Duties at New Horizons Holidays • Reservations Team Leader • Groups Consultant • Airfares Consultant • Reservations Consultant • Accounts Payable Officer Key Achievements • Promoted from consultant to supervisor to manager • Integral role in the increased sales growth in every year of my management role • Pioneered and established the group reservations department • Worked in conjunction with the IT manager to develop a market leading B2B web booking system • Mentored staff to transition into leadership roles • Integral role in the increased sales growth in every year of my management role Show less