Angela Lakkis

Currently consulting with 4 small business owners supporting them to establish and increase brand awareness, productivity, growth, and financial value to their business.

• Administrative Support

Email management, Diary management, document report preparation, preparation and creation of presentations, newsletters, research tasks

• Social Media / Digital Support

Content creation (CANVA), Social media strategy and planning, scheduling, Website management, Google business management

• Finance and Bookkeeping

Xero invoicing, Expenses, Reconciliation, Budgets, Accounts Payable, system integration

• CRM/Practice Management & Database Management

Implementing / Managing multiple software solutions (i.e. Powerdiary, Squarespace, Cliniko, Acuity, Hubspot, Mailchimp)

• Customer Service and Support

Including implementation and management of CS helpdesk software - HappyFox

• Travel / Event Support

Travel coordination, Event management

• Relationship Management / Sales / Marketing

Sales, marketing, and business development support,

Google SEO practices, Shopify online store management

• Organisation and Streamlining Processes

Review of processes and procedures, research and implement solutions for best work practices

• Managing calendars and assessment booking with clients and Occupational Therapists, a total of 11 therapists
• Liaising with Insurance Companies and Lawyers
• Travel and accommodation bookings
• Management of internal appointment scheduling on Excel
• Diary management
• Liaising with Occupational Therapists nationally on availability and bookings
• Phone and email inquiries
• Booking conclave and expert witness services
• Editing of reports

An enriching journey of motherhood and education has shaped my path in profound ways. Raising three wonderful boys while actively participating in their Glenaeon Steiner education has been my cherished privilege. Embracing the nurturing principles of Steiner, I've not only supported my children's growth but also contributed to their school community by volunteering and assisting in various capacities. Maternity leave provided me with the time to fully devote myself to my family and their educational pursuits, fostering stronger bonds and a deeper understanding of the importance of holistic development. As I reenter the professional sphere, I carry with me the wisdom gained from these experiences, along with a nurturing spirit and a dedication to fostering growth both personally and professionally.

This role was the same as my previous role with IHG:

• Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
• Forecasted sales and set successful policies to achieve sales objectives and related metrics within timeframe.
• Efficiently resolved sales, service and account issues to maximize customer satisfaction.
• Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
• Operated within budgetary constraints, participated in development of annual budget forecasts, and reconciled operating budget.
• Developed and implemented comprehensive sales plan to achieve designated group sales objectives consistent with overall company short- and long-term objectives.
• Identified profitable business leads and built pipeline of prospective customers.

• Account Management

39 National Corporate Accounts for the Group, representing 40 hotels, total account portfolio delivered approximately $12 million p.a of corporate / conference revenue

• Business Development
• Data Analysis

Analysis of companies accommodation, conference and ancillary spend, travel trends and patterns, year on year comparisons, percentage to annual target and identifying growth opportunities.

• Relationship Management

Build rapport with all levels of the business both internally with key stakeholders and externally with clients

• Financials / Budgets

Setting annual budgets for all key national accounts. Financial budget planning in IBP (internal budget planning system)

• Tendering

Annual tendering process to influence and secure business

• Sales Planning and Activities

Strategic planning and execution against revenue targets

• Conferencing and Events
• Project Work

Rate loading audit project, strategic national sales campaign

• Cost Control

Maintain effective control of sales expenses and reconcile expenses monthly

• Negotiated, prepared and signed contracts with clients.

• Hotel Representation - Melbourne / Canberra

Directly responsible for Corporate business for Holiday Inn Melbourne, Holiday Inn On Flinders, Holiday Inn Melbourne Airport, Crowne Plaza Canberra and the National Convention Centre Canberra.

• Established relationships with key decision-makers within customer's organization to promote growth and retention.
• Manage the NSW precinct to drive new business opportunities and manager existing accounts - 100 small to medium corporate accounts.
• Entertaining and relationship management
• Travel
• Presentations
• Data analysis and budgeting
• Researched and identified opportunities for account growth, account penetration and market expansion.
• Negotiated and closed long-term agreements with new clients in assigned territory.
• Reached out to potential customers via telephone, email and in-person inquiries.

• Hotel Representation

Holiday Inn Potts Point

• Established relationships with key decision-makers within customer's organization to promote growth and retention.
• Territory Management - NSW/SA/VIC/QLD/WA area to drive new business and manage existing business - Approximately 60 corporate accounts
• Entertaining and relationship management
• Travel
• Presentations
• Data analysis and budgeting
• Researched and identified opportunities for account growth, account penetration and market expansion.
• Negotiated and closed long-term agreements with new clients in assigned territory.
• Reached out to potential customers via telephone, email and in-person inquiries.

• To develop and maintain advertising account for the magazine
• Reaching and maintaining weekly targets, budgets and goals
• Building and maintaining relationships with clients
• Servicing and growth of a particular territory
• Assessing opportunities to cross sell into other newspapers

• Sales Managers diary management
• Organising meetings
• Providing support to sales manager
• General administration duties
• Maintaining close internal and external relationships

Pre Opening Role

• Active in the development of polices and procedures and set up within the reservations department
• Training and Development of the Guest Services Department, including the computer systems, handling guests complaints
• Managing a team
• Recruitment
• Financial

preparing 3 month and 14 day forecast reports to ensure revenue is maximised. Production of operational reports, forecast reports and rosters

• Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
• Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
• Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
• Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
• Consulted with central reservations to discuss new rate plans and promotions.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Provided customers with information about availability and pricing.
• Resolved various issues and discrepancies for customers.
• Handled billing information over phone.
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
• Prepared customer invoices, accepted payments and processed refund and cancellation requests.

The Grace Hotel

Pre Opening Team

• Training and development of all associates in the running of the switchboard, paging system, guest messaging and communication
• Front office reception

Exceptional customer service, processing guests accounts, check in and check out

• Reservationists

Taking telephone reservations, converting enquires into sales, handling rate enquiries, taxes

• Assistant Manager

Overseeing the running of the hotel, ensuring staff are following the correct policies and procedures

Issuing floats and keys, banking of hotel monies for the shift, handling emergencies and guest complaints

• Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
• Trained employees in essential job functions.
• Initiated plans to improve customer relations, quality standards and service efficiency.
• Handled employee-related issues to improve performance, professional conduct and attendance reliability.
• Cross training
• Complaint handling
• Front office reception