Ann Glasson

• Liase with Villa Owners to ensure properties are keept in top condition
• Assist with refurbishments and the employment of trades to have work completed on time.
• Booking accommodation, and transport for both owners and trades.
• Routine inspections of properties and reporting on items requiring attention and updating.
• Report to the CEO with weekly meetings and updates.
• Supervising cleaning staff and liaising with both reservation and front office staff.
• Travel to and from the island on a daily basis (five days per week).
• Maintained calendars of upcoming events, meetings and deadlines.

Monitored inventory levels and ordered additional supplies as needed.

• Discussed job performance problems with employees, identifying causes and issues to find solutions.
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• Monitored project progress and provided updates to management and owners.
• Coordinated with other supervisors, combining group efforts to achieve goals.
• Delegated work to staff, setting priorities and goals.
• Managed day-to-day operations of the department including scheduling tasks and assigning duties.
• Interpreted and explained work procedures and policies to brief staff.
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• Organized team events to promote a positive work environment.
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• Ensured compliance with company policies and processes.
• Resolved customer complaints in a timely manner while upholding company standards.
• Facilitated communication between different departments in order to resolve issues quickly.
• Reviewed employees' work to check adherence to quality standards and proper procedures.
• Resolved customer complaints or answered customers' questions.
• Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
• Coordinated with other departments to ensure projects were completed on time and within budget.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Updated and maintained databases with current information.
• Achieved cost-savings by developing functional solutions to problems.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Assisted with customer requests and answered questions to improve satisfaction.

• Live in Building Manager / Holiday and Live in Apartment Complex
• 12 month contract
• On call 24 / 7
• The role was shared with my Husband as a live in position
• Enforced customer service standards and resolved customer problems to uphold quality service.
• Developed and implemented strategies to increase customer satisfaction and loyalty.
• Evaluated individual and team business performance and identified opportunities for improvement.
• Ensured compliance with industry regulations and company policies.
• Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
• Analyzed market trends and competitor activity to inform business strategy.
• Streamlined communication channels, improving information flow and decision-making speed.
• Analyzed customer feedback data to develop action plans for improving services offered.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.

• Live in Building Manager / Property Manager 300 Residental Apartment Complex
• 12 month contract
• The role was shared with my Husband as a live in position
• Collected monthly assessments, rental fees, deposits and payments.
• Handled resident complaints and expedited maintenance requests.
• Met with committees to discuss and resolve legal and environmental issues.
• Collected rent from tenants to pay maintenance and repair costs and other expenses.
• Oversaw and monitored preventative maintenance and energy management inspections and programs.
• Ensured that all rent payments were collected on time by following up with delinquent tenants.
• Developed and maintained strong working relationships with owners and tenants to minimize hassle for both parties.
• Analyzed market conditions regularly to identify opportunities for improving operational efficiency.
• Investigated and resolved property complaints and violations to foster pleasant living environment for residents.
• Advised owners on potential improvements or investments that could increase the value of their properties.
• Processed evictions when necessary in accordance with state laws and procedures.
• Oversaw daily operations, maintenance, and administration of various properties.
• Met with prospective tenants to show property and assess applications or sign leases.
• Conducted periodic inspections of properties to ensure compliance with safety regulations and tenant requirements.
• Managed all maintenance requests from tenants in a timely manner.
• Implemented rental payment policies and pursued delinquent accounts via phone calls and personal visits.
• Managed day-to-day activities involving tenants, subcontractors and property management.
• Updated tenant and unit information to keep current in housing database.
• Facilitated tenant paperwork processing and verification.
• Developed marketing plans to promote vacant units through various channels such as online listings or print media ads.

• Company Overview: Own business
• Relief Management - several apartment buildings around the Gold Coast and Greater Queensland as required
• Live in and off site positions as required
• Own business
• Analyzed financial data to identify areas where cost savings could be achieved without compromising quality standards.
• Reviewed existing procedures regularly to ensure they remain up-to-date.
• Provided guidance and support to staff members in all departments while relieving senior managers.
• Delegated work to staff, setting priorities and goals.
• Managed day-to-day operations in accordance with established budgets and timelines.
• Developed effective communication protocols between departments to facilitate information sharing.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Performed daily inspections of the facility to identify any potential safety concerns or operational problems.
• Upheld company's high standards for business via leading by example and encouraging team members to adhere to corporate policies.
• Responded quickly and effectively to customer complaints and inquiries.
• Adhered to store policies and procedures to maintain regulatory and legal compliance.

• Company Overview: Own Business
• Since selling our Management rights in 2015 we took a short break to re charge the batteries
• We then took on Relief Management roles to assist those Managers needing their own sanity break
• Own Business

• Updated knowledge about current industry trends through research or attending professional development courses.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
• Coordinated with other departments to ensure smooth functioning of operations.
• Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
• Ensured compliance with safety regulations and company policies.
• Evaluated individual and team business performance and identified opportunities for improvement.
• Oversaw daily operations of front office, ensuring efficient and effective service delivery.
• Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
• Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
• Developed and maintained a positive working environment, fostering team collaboration.
• Prepared and analyzed front office reports to track performance and identify improvement areas.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Liaised with departments like housekeeping department, security personnel regarding guest requests or concerns.
• Established strong relationships with corporate clients in order to foster repeat business opportunities.
• Analyzed business performance data and forecasted business results for upper management.