Flo Brugna

• Provided administrative support to the HR Department across all platforms within Vail Resorts Perisher; Handled all HR online enquiries and liaised with the appropriate departments
• Oversaw seasonal staff onboarding; Conducted personnel document control and verification (VEVO, AWR, WWCC, RSA); Personally welcomed and supported employees at Perisher’s Employee Services Centre
• Appointed permanent Staff Accommodation (SA) Property Manager
• Ensured compliance with the requirements of the SA Policy; Reported all incidents and staff complaints to the SA Coordinator
• Assisted residents on urgent callouts (e.g.: power outages, fire alarms, regain access to rooms); Acted as Fire Warden in the case of an emergency in the property
• Coordinated building maintenance and managed general cleanliness with the appropriate teams

• Expertly assist and advise customers in selecting from a diverse range of accommodation options.

• Efficiently process reservations tailored to customer preferences and budget constraints.

• Verify and confirm accommodation availability for desired travel dates.

• Handle payment transactions and dispatch booking confirmations to customers.

• Resolve any booking or reservation complications promptly.

• Address customer inquiries regarding the reservation process with clarity.

• Offer comprehensive support for reservation modifications or cancellations.

• Expert in analyzing customer needs and crafting tailored service delivery strategies
• Proficient in developing and upholding stringent Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Skilled at monitoring service performance, ensuring alignment with desired outcomes
• Effective at troubleshooting and swiftly resolving service delivery issues to maintain customer satisfaction
• Strong communicator, adept at synchronizing service delivery with overarching business objectives through collaboration with internal and external stakeholders.

• Spearheaded influencer outreach initiatives, expertly negotiating contracts and fostering robust relationships within the digital space.