Inga Stebbing
WENTWORTH FALLS,NSW
Summary
I would describe myself as highly organized experienced leader with desire to take on new challenges. During my 15 year professional career I've learned to deliver exceptional customer satisfaction working for the luxury hotels operated by the biggest brands. This experience resulted in my recent employment in industry education. As a Senior Student Services Adviser for the number-one Hotel Management School in Australia and Asia I lead a team of experienced individuals who were supporting our students across four campuses on all matters related to their educational journey success.
Overview
12
12
years of professional experience
Work History
Senior Student Services Adviser BMIHMS
Torrens Global Education - Blue Mountains International Hotel Management School
Leura, NSW
02.2021 - Current
- Overseeing and motivating a team of Student Services Advisors responsible for the delivery of effective best practice student services through face-to-face and via online platforms.
- Demonstrating a strong understanding of wide range of platforms, policies and academic processes and act as a liaison between departments, stakeholders, including Program Directors and Associate Professor.
- Delivering excellence in process to provide sound and timely advice to support students and other Student Services Advisors in Sydney, Melbourne, Adelaide campuses where the Blue Mountains courses are delivered. Managing training efforts to onshore and offshore Contact Center teams aiming to deliver exceptional customer service and guidance surrounding Blue Mountains course architecture and services.
- Leading term based eligible to return to study project, providing individualized mapping to over 1000 students while identifying opportunities for growth through close YTA follow up.
- Monitoring retention rates and enrollment numbers to achieve and possibly exceed retention targets.
- Conducting Orientation and student experience focused Focus Groups sessions. Reporting on student feedback to the senior management and ensuring the action is taken to improve student experience at Leura campus and the rest of Torrens university.
- Working with the Service Design team to accurately plan student term based communications via emails and SMS.
- Managing and supporting Campus Life Coordinator with activities to activate the campus and improve student value for money, peer interaction and sense of belonging.
Tickets and Groups Team Leader 2IC
Scenic World Blue Mountains
Katoomba, NSW
06.2019 - 01.2021
- Spearheaded the daily management and oversight of Tickets and Groups teams ensuring seamless operations across both areas.
- Supported the Team Leader in the operational delivery of daily tasks to team of up to 30 members to optimize group productivity while delivering lifelong memories to Scenic World customers.
- Consistently motivated and empowered team members to build customer satisfaction and loyalty through upselling yearly memberships to support retention and growth.
- Fostered positive employee relationships through communication, training and development coaching.
- Mentored newly hired employees on tickets operations and organized training on safety procedures to prevent injuries.
- Created and distributed daily, monthly, and annual reports to management regarding Tickets and Groups team performance.
- In conjunction with the Team Leader created roster and approved timesheets as required.
- Managed customer feedback and complaints.
Hotel Group Reservations Coordinator
Escarpment Group – Lilianfels Resort & Spa
Katoomba, NSW
09.2017 - 06.2019
- Performed job functions across reservations for 5 hotels and 6 dining venues with attention to detail, speed and accuracy.
- Processed received reservations by email, phone, central reservations system including travel agents. Ensured proficiency when responding to feedback and implemented strategies to enhance guest experience and satisfaction.
- Actioned cancellations/modifications and resolved guest concerns or requests using a good judgement.
- Demonstrated thorough knowledge of 5 hotel properties, selling status, rates, benefits of all packages and specials.
- Completed daily guest arrival and deposit reports, providing accurate updates to senior management.
Senior Guest Service Agent, Front Office
The Westin Sydney
Sydney, NSW
10.2011 - 01.2016
- Supervised and motivated the front of house staff to deliver exceptional customer service in a luxurious 5-star rooms award-winning hotel.
- Greeted and assisted guests with variety of inquiries, promoting service standards.
- Cultivated high level professional relationships with guests, improving guest retention through coordinated service.
- Organized skilled training of the new hotel staff in front office operations.
- Assisted duty manager with tasks and effective guest complaints management.
- Where possible contributed towards department targets with upselling and loyalty program sign up.
- Balanced accounts and conducted nightly financial audits.
Education
Elevate Global Leadership Program
06.2023
Statement of Attainment - Small Business Financial Awareness
06.2018
Bachelor of Business - Recreation And Tourism
06.2003
Skills
- Customer Service
- Microsoft Office
- Training & Development
- Team Building
- Planning & Organizing
- Active Listening
- Critical Thinking
- Team Management
- Data Management
- Friendly, Positive Attitude
- Reliable & Trustworthy
- Good Work Ethic
- Supervision & Leadership
Timeline
Senior Student Services Adviser BMIHMS - Torrens Global Education - Blue Mountains International Hotel Management School
02.2021 - Current
Tickets and Groups Team Leader 2IC - Scenic World Blue Mountains
06.2019 - 01.2021
Hotel Group Reservations Coordinator - Escarpment Group – Lilianfels Resort & Spa
09.2017 - 06.2019
Senior Guest Service Agent, Front Office - The Westin Sydney
10.2011 - 01.2016
Torrens University - , Elevate Global Leadership Program
Tafe NSW - Statement of Attainment, Small Business Financial Awareness
Recreation And Tourism Management - Bachelor of Business, Recreation And Tourism
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