Kimberley Lauren Roberts
Lithgow,NSW
Summary
Professional operations and applied training leader with consistent track record in optimizing processes and driving impactful results. Proven ability to lead teams, implement strategic initiatives, and adapt to changing environments with ease. Skilled in project management, process improvement, and resource allocation. Known for effective collaboration and delivering dependable outcomes.
Overview
29
29
years of professional experience
Work History
Director of Operations and Applied Training
Torrens University: Blue Mountains Hotel School
07.2020 - Current
- Manage the campus operational team, building a team focused on delivering an engaging learning community and student centric experience
- Collaborate with the Facilities team and landlord to ensure the upkeep of assets, proactive maintenance, re-active maintenance and that the OPEX & CAPEX expenditure is inclusive of environmental components where possible
- Achieved team goals through formalized training plans, coaching, and performance management.
- Monitored budget and utilized operational resources.
- Mitigated risks by developing comprehensive contingency plans that ensured business continuity during unforeseen events or challenges.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
- Promoted a culture of safety within the organization by enforcing compliance with established regulations, policies, procedures, as well as conducting regular auditschecks.
- Implemented data-driven decision-making processes to enhance operational performance and achieve targets.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Led cross-functional teams for successful completion of projects, resulting in increased productivity.
- Drove revenue growth through the identification of new market opportunities and the expansion of existing products/services offerings.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Oversaw daily applied training across multiple states, ensuring consistency, seamless coordination and adherence to subject learning outcomes.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Defined, implemented, and revised operational policies, applied training requirements and guidelines.
- Established and monitored quality assurance standards to achieve operational excellence.
- Championed quality assurance efforts by establishing rigorous standards and monitoring adherence to maintain high levels of service delivery.
- Mentored and coached team members to foster productive and engaging work environment.
- Spearheaded change management initiatives that facilitated organizational transformations while minimizing disruption to ongoing operations.
- Collaborate with the owner of the property to ensure that the lease agreement is adhered to and meet with them regularly to ensure a positive ongoing relationship.
- Review site plans and provide recommendations to the best use of space across the hospitality simulated hotel environments
- Implement and deliver on student transition and retention programs and identify students at risk and those who need specialist services, including liaison with pastoral care and support to further support retention
- Lead the campus and applied training teams to ensure excellent orientations, student engagement activities and other services for students, staff and external stakeholders
- Lead the campus and applied training teams to improve campus and hotel profitability and fully integrated cross campus and hotel training structure.
- Collaborate proactively with shared services.
- Provide opportunities to amplify the student voice and empower students to become involved and engaged through feedback and systemic improvements
- Collaborate with other Campus Directors to achieve a 'one team' approach to campus management, whilst tailoring the campus culture to suit the needs of the local community
- Manage the development, implementation and achievement of the campus and operational multimillion dollar budgets, aligned with key priorities and goals
- Improve staff engagement and performance measured through student and guest satisfaction surveys
- Promote, manage and implement continuous improvement in systems, processes and services across the campus and hotel
Operations Manager
Blue Mountains International Hotel Management School and Nesuto Leura Gardens Hotel
03.2012 - 07.2020
- Company Overview: formally Waldorf Leura Garden Resort
- Oversee operational departments including Front Office, Housekeeping, Food & Beverage Front of House, Kitchen, Maintenance and Grounds teams
- Strategic planning, implementation and monitoring of all applied training for Bachelors and Masters practical units across the campus and hotel
- Strategic planning of Capital Expenditure projects from inception to completion ensuring budgets are met and quality work supplied
- Strategic planning, implementation and monitoring of the operational requirements of the campus and hotel including property maintenance
- Clear communication with IT central services for all daily operational IT needs as well as supporting the IT department with their operational requirements if/when required
- Clear communication with HR central services for all daily operational needs including recruitment, disciplinary actions, terminations, relevant supporting documents and overall health and wellbeing of staff
- Clear communication with all contractors to the campus and hotel
- Energizer for Laureate Positive Leadership movement hosting information sessions for all Leura team members
- Events planning, implementation and monitoring across the campus and hotel ensuring all relevant parties are informed and a successful outcome of events
- Cross campus support including all AMEA Laureate properties if and when required
- Strategic planning of received budgets including the implementation and monitoring of allocated operational budgets across the operational teams
- Monitoring and approval of all operational invoices
- Recording of appropriate documentation
- Develop and maintain close interdepartmental relationships across all departments on both Leura campus and hotel as well as across AMEA Laureate properties
- Support Campus Life including but not limited to issuing student code of conduct warnings and providing student support
- Campus Duty Manager when required to support Campus Life department in conjunction with other HOD’s
- Monitoring and effective management of all property management systems including; Opera training, schema’s, configuration & maintenance, Room Master, Function Tracker and HFM
- Chair weekly campus and hotel communication meeting
- Chair weekly events meeting
- Attend Culture Club meetings
- Chair Environmental Committee
- Strategic planning, implementation and monitoring of student accommodation allocations, facilities and daily life requirements on campus
- Formally Waldorf Leura Garden Resort
Restaurant & Events Manager
Links Restaurant
06.2011 - 01.2012
- Created memorable experiences for guests through immersive entertainment options at various events.
- Selected and ordered refreshments, decor and event materials.
- Enhanced attendee experience by meticulously planning and executing engaging event agendas.
- Managed budgets effectively, optimizing allocation of resources to maximize event impact.
- Coordinated florists, photographers, and musicians for events.
- Researched and identified new vendors and suppliers to obtain competitive pricing.
- Analyzed event costs to identify areas of improvement and cost savings.
- Utilized social media to promote events and increase attendance.
- Implemented protocols and procedures to effectively manage planning process.
- Developed creative themes for events and created related activities to engage attendees.
- Trained and supervised event staff to complete tasks on time.
- Coordinated transportation and parking arrangements for guests and vendors.
- Hired and cross-trained staff members for various event-specific functions and assessed employees' understanding of associated processes and procedures.
- Maintained strict safety protocols at all times, mitigating potential risks to attendees during large-scale gatherings.
- Led cross-functional teams in the execution of successful events, fostering collaboration and communication among all stakeholders.
Reception Manager – Full Time
Echoes Boutique Hotel & Restaurant
12.2010 - 06.2011
- Improved customer satisfaction by implementing efficient front desk procedures and streamlining check-in/check-out processes.
- Contributed to marketing efforts by analyzing guest feedback data and sharing insights on potential areas of improvement or promotional opportunities.
- Managed guest complaints effectively, resolving issues promptly and professionally to ensure positive experiences for all clients.
- Ensured compliance with health and safety regulations by conducting regular facility inspections and addressing any concerns immediately.
- Optimized room occupancy rates by closely monitoring reservations and coordinating with housekeeping to ensure timely room availability.
- Collaborated with other department managers to create seamless guest experiences across all hotel services.
- Fostered a welcoming atmosphere for guests upon arrival by maintaining a clean reception area and ensuring prompt assistance from staff members when needed.
- Reduced wait times for guests during check-in/out processes by implementing a more efficient system for handling paperwork, keys, and other essential items.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Demonstrated adaptability during peak seasons or staffing shortages by stepping into various roles as needed to maintain smooth operations at the front desk.
- Maintained accurate records of guest information, billing details, and reservation data using hotel management software systems.
Casual Food & Beverage Attendant
Lillianfels Blue Mountains
11.2005 - 10.2006
- Trained new staff members on company policies and procedures.
- Cleared area, cleaned and wiped tables and chairs to remove residue and comply with hygiene standards.
- Collaborated with other team members for seamless event execution during busy periods such as holidays or special events.
- Greeted and seated guests to provide friendly and welcoming experience.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Opened, poured and served hot and cold beverages to customers to complement food and dining experience.
- Assisted with setup and breakdown of events, banquets and parties to comply with logistics.
- Answered customer questions about food and beverage items and assisted with menu selections.
- Arranged tables and chairs for special occasions and events.
- Addressed customer complaints and inquiries to verify satisfaction.
- Checked dining area supplies of linens, wrapped silverware, and replenished low stock.
- Offered product samples, answered questions and helped customers find items.
- Processed payments for orders and provided customers with change.
Receptionist – Full Time
Hydro Majestic Hotel
10.2003 - 05.2004
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Confirmed appointments, communicated with clients, and updated client records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Maintained confidentiality of information regarding clients and company.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Handled cash transactions and maintained sales and payments records accurately.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
Maitre'd
Hydro Majestic Hotel
07.2003 - 10.2003
- Trained, coached and evaluated the team to raise performance to company standard.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Spoke clearly and persuasively in positive or negative situations and responded well to questions.
- Created environment for guests to stimulate senses through personal services and amenities and followed up throughout meal to reinforce positive experience.
- Served as leader of FOH team by assigning duties, work stations and responsibilities.
- Greeted guests, escorted to dining tables and provided menu and information about restaurant to encourage seamless flow of service.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Answered customer questions about hours, seating, and menu information.
Special Events Coordinator
Charles Sturt University
06.2001 - 01.2003
- Company Overview: Charles Sturt University (on campus Motel, Conference & Function Facility)
- Staffed events by maintaining roster of available personnel and reliable service providers.
- Inspected proposed event facilities to identify problems with maintenance and cleaning and coordinate resolutions.
- Greeted patrons and participants at events to guide guests to locations and answer questions.
- Facilitated communication between internal events personnel and external vendors to quickly resolve any conflicts or concerns.
- Implemented creative solutions for venue challenges, optimizing space usage and enhancing the overall guest experience.
- Managed registration process efficiently, ensuring smooth check-in experiences for attendees.
- Supervised staff during events and maintained efficient performance.
- Arranged project timelines to avoid critical shortages in staff, resources or events spaces.
- Provided exceptional on-site support during events, addressing any issues promptly and professionally.
- Managed event logistics and operations.
- Developed detailed event reports, documenting all aspects of each event.
- Researched and identified new vendors and suppliers to obtain competitive pricing.
- Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation, and proposal development for various events.
- Coordinated travel and accommodations for event attendees.
- Monitored and controlled event expenditures to meet budgets.
- Implemented protocols and procedures to effectively manage planning process.
- Negotiated favorable contracts with vendors, securing advantageous pricing structures for clients.
Cafe / Restaurant Supervisor
Turners Vineyard Lodge
04.2001 - 06.2001
Reservations & Communications Manager
Hydro Majestic Hotel
10.1999 - 04.2001
Front Office / Food & Beverage Manager
Park West Guest House
05.1999 - 09.1999
Accommodation / Reservations
Hydro Majestic Hotel
04.1998 - 05.1999
Cafe Supervisor
Hydro Majestic Hotel
03.1996 - 04.1998
Education
Post Graduate Diploma - International Hospitality Management
Glion University
Switzerland05-2019
Skills
- Operational Efficiency
- Operations Oversight
- Strategic Planning
- Strategic planning and execution
- Business Management
- Process Improvement
- Quality Assurance
- Cost Control
- Leadership training
- Workforce Planning
- Performance Analysis
- Risk Mitigation
- Capital Spending
Timeline
Director of Operations and Applied Training
Torrens University: Blue Mountains Hotel School
07.2020 - Current
Operations Manager
Blue Mountains International Hotel Management School and Nesuto Leura Gardens Hotel
03.2012 - 07.2020
Restaurant & Events Manager
Links Restaurant
06.2011 - 01.2012
Reception Manager – Full Time
Echoes Boutique Hotel & Restaurant
12.2010 - 06.2011
Casual Food & Beverage Attendant
Lillianfels Blue Mountains
11.2005 - 10.2006
Receptionist – Full Time
Hydro Majestic Hotel
10.2003 - 05.2004
Maitre'd
Hydro Majestic Hotel
07.2003 - 10.2003
Special Events Coordinator
Charles Sturt University
06.2001 - 01.2003
Cafe / Restaurant Supervisor
Turners Vineyard Lodge
04.2001 - 06.2001
Reservations & Communications Manager
Hydro Majestic Hotel
10.1999 - 04.2001
Front Office / Food & Beverage Manager
Park West Guest House
05.1999 - 09.1999
Accommodation / Reservations
Hydro Majestic Hotel
04.1998 - 05.1999
Cafe Supervisor
Hydro Majestic Hotel
03.1996 - 04.1998
Post Graduate Diploma - International Hospitality Management
Glion University
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