JESSLYN NGIE

• Independently managed daily hotel operations across departments, ensuring smooth running and KPI achievement in the absence of senior leadership. Accountable for occupancy, ADR, EBITDA, and guest satisfaction.
• Led financial planning and reporting, delivering accurate budgets, forecasts, and monthly performance insights to support strategic decision-making.
• Optimised rooms revenue by monitoring market demand and collaborating with Revenue Service Team.
• Oversaw front office operations to ensure excellent guest service and staff training.
• Directed the housekeeping transition to a new provider by implementing performance tracking and training.
• Negotiated with supplier contracts to improve quality and reduce costs.
• Managed food and beverage operations, menu updates, promotions, and supplier relations to enhance profitability and guest engagement.
• Conducted maintenance inspections, CAPEX planning, and ensured safety and compliance in all environments.
• Monitored competitor products and services and maintained relationships with industry influencers and key strategic partners to identify improvement areas and grow customer base.
• Fostered guest and client relationships, prioritising service recovery and retention to drive high satisfaction scores.
• Engage with People & Culture to develop initiatives that supports employee wellbeing, encourage internal growth, and fostering an engaging workplace culture.

Key Achievements:

• Maintained RGI above 100 through strategic rate management and market mix optimisation.
• Increased housekeeping sentiment score by 60.7% within three months through team restructuring and improvements.
• Achieved the highest room profit margin in the company by reducing housekeeping costs via vendor negotiations and efficiency initiatives.

• Prepared comprehensive yearly business plans for the rooms, marketing, and C&E segments, including forecasting and strategy planning.
• Cultivated relationships with clients, vendors, and agents to increase new and repeat business.
• Recruited and trained front office and sales teams, enhancing motivation and customer satisfaction.
• Implemented targeted marketing strategies to boost conference enquiries and conversion rates.
• Monitored daily room rates to maintain market competitiveness.
• Managed key accounts across corporate, conference, sporting, and wholesale segments to drive revenue growth.
• Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
• Developed and executed sales and marketing strategies by leveraging market insights and competitor analysis.

Key Achievements:

• Introduced two new market segments, elevating hotel ranking to Top 1 in RGI.
• Negotiated a three-year long stay contract, maximizing profitability through cost-saving measures.

• Managed and optimised marketing content on the hotel website, third-party listings, and social media platforms to improve online visibility and drive sales growth.
• Collaborated with the Food and Beverage team to develop successful seasonal offers, re-evaluate pricing, and implement operational improvements.
• Developed comprehensive marketing plans for Amber Restaurant and Sydney Cidery Bar, including menu design, photo shoots, and brand relaunches, to increase customer engagement and loyalty.
• Manage the full sales process from enquiry, site inspection, contract proposals/negotiation, planning, execution, and invoicing.
• Conduct competitor research and analysis to ensure the business remains market competitive.
• Develop and execute successful sales strategies, including seasonal promotions and marketing collateral that align with Rydges' branding to drive revenue growth.
• Cultivated and strengthened relationships with clients, vendors, travel agents, and venue booking agents through effective communication, hotel famils, launch events, and catch-ups.
• Improved staff morale, training, development, and retention, resulting in a significant increase in employee satisfaction and engagement.
• Mentored and led multiple teams, including events, marketing, and reservation.

Key Achievements:

• Exceeded the 10-year record for November C&E, and the yearly C&E budget for the year 2022.
• Employee of the Year 2018

• Front office operations including guest accommodation reservations and payment accounts
• Liaise with both guest requests and hotel departments to deliver a comprehensive hotel experience
• Diplomatic and tact conflict resolution with clients