ANNA SHAW
Hendra,QLD
Summary
Results-driven Senior Operations Manager with extensive experience in hospitality, integrated facilities management, and multi-site operations. Expertise in strategic planning, financial oversight, guest experience enhancement, and process optimization. Proven ability to lead high-performing teams, drive revenue growth, and implement safety and compliance measures. Adept at stakeholder engagement, asset management, and operational excellence in fast-paced, high-revenue environments.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Chief Operating Officer (COO)
Cllix Apartments and Hotels
01.2023 - Current
- Provide strategic leadership and oversee operations for over 20 properties, ensuring efficiency, compliance, and customer satisfaction
- Develop and execute business strategies that enhance financial performance and market competitiveness
- Lead large teams across various locations, fostering a culture of continuous improvement and operational excellence
- Implement initiatives to drive guest satisfaction, improve service delivery, and optimize brand reputation
- Manage financial planning, budgeting, and cost optimization, ensuring profitability and sustainability
- Build strong stakeholder relationships with investors, owners, and executive leadership teams
General Manager
Cllix Apartments and Hotels
12.2021 - 01.2023
- Transformed change across the business, establishing a revised efficient operation and structure, whilst ensuring high-quality service standards and financial performance
- Managed workforce planning, training, and talent development strategies
- Managed operational budgets, reducing costs while maximising revenue streams
Community Manager
SSKB Body Corporate Management
03.2021 - 12.2021
- Managed a portfolio of over 30 Strata and Community-titled high rise residential properties, ensuring compliance and operational excellence
- Developed and maintained budgets, providing financial reports and advice
- Led stakeholder engagement, resolving queries and disputes while maintaining strong client relationships
Cluster General Manager
Oaks Hotels & Resorts
11.2019 - 03.2021
- Managed multiple hotel properties with over 300 mixed-use apartments, commercial spaces, and retail tenancies
- Led a team of 40+ employees, driving service excellence and operational improvements
- Directed multi-million-dollar renovations, contractor coordination, and asset management initiatives
- Ensured compliance with industry regulations and organisational policies
General Manager
Oaks Hotels & Resorts
03.2018 - 11.2019
- Increased Net Promoter Score by 50% and improved TripAdvisor ranking from #58 to #20
- Managed a $2M renovation, optimizing contractor coordination and project efficiency
- Negotiated contracts to improve asset management while decreasing maintenance costs
Operations Manager
Healthy Management Pty Ltd
07.2010 - 12.2016
- Oversaw pre-opening planning and property management, including lease negotiations and fit outs
- Implemented operational strategies to maximize revenue growth and service excellence
- Conducted financial analysis and introduced cost-saving measures
VET Trainer/Assessor
Hospitality Training School
04.2008 - 11.2010
- Managed the Brisbane training facility delivering group training sessions in Food Safety, Barista and Coffee Art and Responsible Service of Alcohol to a diverse group of participants such as school groups, small business owners and professionals
Commercial Property Manager
PCN Developments
01.2005 - 12.2007
- Managed residential, retail, and shopping centres
- Responsible for securing new tenants, negotiating new leases, rent reviews, coordinating refurbishments, property maintenance, and tenancy relationships
Project Manager
Sodexho Management Services
05.1999 - 03.2001
- Managed new concept development projects, contract facility transitions, and operational strategies
- Developed financial budgets, risk assessments, and compliance strategies
- Involved with major defense, education and retail contracts
QLD State Manager
Sodexho Management Services
01.1997 - 05.1999
- Responsible for the management of Sodexho's operations in Queensland
- Built relationships with stakeholders to increase company profile with potential new partners within Queensland
- Managed new developments, refurbishments and procurement
Training Manager
Gardner Merchant
11.1995 - 05.1997
- Training, coaching, and mentoring of managers
- Delivering training across HACCAP, WH&S, Food Presentation, Financial Management, Branding, Menu Design, and Customer Service to over 50 sites nationally
Education
Advanced Diploma - Hotel Management (Honors), Business & Hospitality Management
SHCC Colleges
SwitzerlandSkills
- Leadership & Team Development
- Strategic Planning & Business Growth
- Integrated Facilities Management
- Financial & Commercial Acumen
- Customer Experience & Service Excellence
- Safety & Compliance Leadership
- Stakeholder & Owner Relations
- Operational Excellence & Process Optimization
- Asset & Resource Management
Certification
- Certificate IV in Training and Assessment
- Full Real Estate License
- First Aid Certificate
References
Reference available upon request
Languages
Korean
References
References available upon request.
Timeline
Chief Operating Officer (COO)
Cllix Apartments and Hotels
01.2023 - Current
General Manager
Cllix Apartments and Hotels
12.2021 - 01.2023
Community Manager
SSKB Body Corporate Management
03.2021 - 12.2021
Cluster General Manager
Oaks Hotels & Resorts
11.2019 - 03.2021
General Manager
Oaks Hotels & Resorts
03.2018 - 11.2019
Operations Manager
Healthy Management Pty Ltd
07.2010 - 12.2016
VET Trainer/Assessor
Hospitality Training School
04.2008 - 11.2010
Commercial Property Manager
PCN Developments
01.2005 - 12.2007
Project Manager
Sodexho Management Services
05.1999 - 03.2001
QLD State Manager
Sodexho Management Services
01.1997 - 05.1999
Training Manager
Gardner Merchant
11.1995 - 05.1997
Advanced Diploma - Hotel Management (Honors), Business & Hospitality Management
SHCC Colleges
Similar Profiles
Shankar KothaShankar Kotha
Chief Commercial Officer at CLLIX Apartments and HotelsChief Commercial Officer at CLLIX Apartments and Hotels
Kevin JosephKevin Joseph
Guest services agent at Realm Apartments by Cllix Apartment & HotelsGuest services agent at Realm Apartments by Cllix Apartment & Hotels
Afsana MeemAfsana Meem
HOUSEKEEPER at CLLIX Hotel & ApartmentsHOUSEKEEPER at CLLIX Hotel & Apartments