Kahlia O'Shea

199 rooms / 12 function rooms

This is a fixed term contract role, reporting directly to the General Manager to complete a range of outstanding tasks and provide operational and leadership support to the hotel team.

54 room (two and three bedroom apartments) property / 3 function rooms

Reporting directly to the Portfolio Manager for PNG.

During this I took 4 months maternity leave.

Crowne Plaza Residences is located within the mixed-use precinct of Nambawan Plaza in downtown Port Moresby. The hotel and precinct are owned by OPH Limited, a 100% subsidary for Nambawan Super. Managing a hotel in Port Moresby presents unique challenges and opportunities due to the region's developing infrastructure and dynamic socio-economic environment. The role requires a high degree of adaptability, resourcefulness, and cultural sensitivity given the local context. Security concerns, logistical complexities, and varying levels of service availability necessitate strong problem-solving skills and the ability to lead diverse teams effectively

• Achieved record rate growth of 6%, occupancy growth of 5% year on year as well as achieving a record PGK7.5m (circa USD$1.5m) GOP. F&B profit grew 35% and NOP/EBITDA grew by 35% in first year in the role.
• Recruited a new expatriate Head Chef and worked closely to re-develop the Restaurant menu to be more focused on locally sourced produce and dishes that pay homage to the pacific palette, with a western approach to cater to the expatriate and national clientele.
• Alongside the Head Chef, successfully negotiated supply agreements with local traders, resulting in 90% of produce used being locally sourced whilst also supporting SME (Small & Medium Sized Enterprises) business.
• Delivered PGK20m (circa $USD5m) total revenue and PGK8m GOP (circa USD$2m) in as well as record NOP and EBITDA growth of over 14% 2023.
• Developed and executed strategic plans with the Area Director of Sales & Marketing and Portfolio Revenue Manager to drive sales growth, resulting in an 8% increase in rooms revenue over 2 years.
• Successful stake holder management through daily relationships that include, but are not limited to precinct property managers, asset manger, Board of Directors assigned by the ownership company and executive leadership within ownership company.
• Lead the increase in employee engagement of 4 percentage points in 2022, to 77% and maintained this score in 2023 and 2024. This result is the 9th highest engagement score out of 45 IHG hotels in the JAPAC region.
• Developed and opened the hotel’s retail store concept, which services over 500 hotel guests, residents, retail, and commercial tenants daily within the hotel precinct.
• Closely collaborated with security contractors and IHG global risk management to implement IHG’s highest global security alert level, as well as collaborating with key stakeholders to implement an armed guard policy along with rules of engagement. This is the first policy of its kind in the JAPAC region.
• Held mentoring relationships with senior female leaders within the hotel as well as from a sister property in Australia.

173 room property / 4 function rooms

Reporting directly to the Area General Manager for QLD & PNG

This hotel had been closed to the public since March 2020 and was operating as a Covid-19 Quarantine Facility. My role was to lead the team through the final quarantine guests stay and re-open to the public.

• Successfully re-opened the hotel to the public after a 7-day turnaround from a quarantine facility with a team of 21 onsite hotel staff.
• Successfully recruited and onboarded a new Front Office Manager, Director of Sales & Marketing and Manager of Finance and Business Support.
• Built initial re-opening budget, hotel segmentation and forecast for 2021 along side the Portfolio Director of Revenue.

352 room property / 10 function rooms

Reporting into Area General Manager for New Zealand. 2IC for the hotel and in charge of operations in the absence of the Area General Manager.

During this time I took 9 months maternity leave

• Lead a direct reporting line of 5 department heads as well as over 150 indirect reports.
• Record GOP results for 2017 (circa NZD$19m), 2018 (circa NZD$18m) & 2020 (circa NZD$16m).
• Integral part of repositioning the hotel within the Auckland market after the departure of significant Air Crew business.
• Redesigned the breakfast product and experience across Aria Restaurant & Club Lounge to align to Crowne Plaza brand standards resulting in an increase of breakfast Guest Love score (global guest satisfaction measurement metric) of 5%.
• Successfully selected to join the inaugural Rise program from IHG AuA. Rise is IHG’s, now global women’s mentoring program aimed at growing the confidence and networking of high potential aspiring senior female leaders within the company. Since its inception in 2018, the program has extended across the wider JAPAC and EMEAA regions.
• Mentored a senior commercial leader based in Tokyo, Japan, as part of the second cohort of Rise.
• Successfully lead the hotel team to collaborate, integrate and align processes and procedures with key New Zealand Government stakeholders to operate the hotel as a Government Managed Isolation Facility - Hotel liaison between New Zealand Defence Force site lead, coordinator and assistants, Ministry of Business Innovation and Employment, Auckland District Health Board, Aviation Security and New Zealand Police.

251 room property / 9 function rooms

Reporting directly to the General Manager

• Employee Survey – 2016 engagement score 95.8%
• Delivered the highest F&B profitability for IHG New Zealand.
• Implementation of a Restaurant and Bar Manager into the organisation structure to help drive guest satisfaction, financial returns and colleague engagement.
• Collaborated closely with regional Procurement Manager to work through beverage supplier RFP’s for national New Zealand wine and beer contracts.
• Assisted in the redesign of the hotel bar and restaurant as part of the hotel’s $3m refurbishment - Worked closely with DesignWorks (designers in charge of the project) and local suppliers from concept to fit our specifications of the restaurant and bar.

251 room property / 9 function rooms

Reporting directly to the General Manager

• Employee Survey – 2015 Full Year Engagement score 85.3%
• Overall guest satisfaction full year for 2015 - 82.73%
• IHG Rewards loyalty recognition full year for 2015 - 85.71%
• Problem resolution up over 20% to 66.5% on prior year for 2015.
• Building of talent pipeline – five internal promotions, three promotions to other IHG properties.