Kiri Agnes Kapani-Volu
OPERATIONS/VENUE MANAGER
Bunbury,WA
Summary
Results-driven Hotel Management professional with over 15 years’ experience across hotel, resort, and hospitality operations, including 4.5-star resort contracting, multi-site housekeeping leadership, and business ownership. Proven expertise in hotel operations, people leadership, budgeting, quality assurance, guest satisfaction, and continuous improvement. Recognised for stabilising operations, improving service standards, and leading multicultural teams in high-volume environments. Award-winning manager with strong commercial acumen and a hands-on leadership style.
Overview
26
26
years of professional experience
Work History
Reconciliation Accountant
Air Niugini Pty Ltd
, Papua New Guinea
- Performed reconciliations for domestic and international sales accounts
- Compiled revenue and sales performance reports
- Identified process gaps and recommended control improvements
Operations/Venue Manager
Mandala Hotels-Mantra Bunbury WA
Bunbury, WA
03.2022 - Current
- Provide overall operational leadership for hotel and venue operations, ensuring seamless coordination across Front Office, Housekeeping, Maintenance, and external service providers
- Manage operational budgets, payroll, purchasing, and cost control aligned to financial targets
- Drove guest satisfaction by proactively resolving issues and fostering a strong service culture
- Led recruitment, onboarding, training, and performance management to ensure service standards and workforce stability
- Ensure compliance with brand standards, WHS legislation, and internal operational policies
- Implemented continuous improvement initiatives to enhance service delivery and cost effectiveness
- Act as key liaison between ownership, senior management, suppliers, and contractors
Housekeeping Manager
AHS Hospitality
Sydney, NSW
10.2016 - 01.2022
- Lead end-to-end housekeeping operations within branded hotel environments
- Recruit, train, and mentor housekeeping teams to brand and WHS standards
- Drove guest satisfaction through quality control measures and consistent service delivery
- Managed rosters, labour costs, productivity, operational budgets to align with hotel standards
- Coordinate daily operations with Front Office, Engineering, and Management
- Resolved staff, guest, operational issues to maintain smooth operations and enhance guest experience
- Contribute to hotel targets, KPIs, and continuous improvement initiatives
Housekeeping Management (Multiple Resorts & Hotels)
A Plus Cleaners-Owner
Dunsborough, WA
07.2011 - 10.2016
- Coordinated housekeeping operations across multi-department environments
- Led teams to achieve service targets, cleanliness standards, and budgets
- Delivered staff training and performance supervision
- Managed purchasing, stock control, and inventory
- Supported operational continuity during peak periods and staff shortages
Business Owner / Sole Trader (Resort Operations)
Bay Village Resort & Spa
, Western Australia
10.2011 - 08.2016
- Managed full housekeeping and operational delivery for a 66-villa, 4.5-star resort
- Achieved high guest satisfaction ratings and maintained quality assurance standards
- Recruited, managed, and developed multicultural teams including visa holders
- Oversaw payroll, accounts, staffing budgets, and cost control
- Introduced operational improvements and service innovations to enhance guest experience
- Coordinated rostering and resolved performance issues and staff shortages proactively
- Acted as key operational leader liaising with ownership and stakeholders
Accounts Consultant
Pugh & Associates
, WA
01.2004 - 01.2007
- Analysed financial performance, uncovering actionable insights for client growth
- Streamlined accounting processes and enhanced forecasting accuracy, supporting informed decision-making
- Managed financial records for diverse client portfolio, ensuring compliance and accuracy
- Prepared financial statements and tax documentation
Taxation Accountant / Accounts Controller
AFN Engineering / ITP (Income Tax Professionals)
01.2002 - 01.2004
- Provided expert taxation and financial advice
- Applied Australian tax legislation to ensure compliance for individuals and businesses
- Conducted audits and compliance reviews to identify discrepancies and enhance accuracy
- Negotiated tax settlements, collaborating with professional advisers to achieve favorable outcomes
Travel Consultant
Jetset Travel
WA
01.2000 - 01.2002
- Cultivated enduring client relationships across corporate and leisure segments
- Provided personalized travel advice to enhance client experiences
- Developed tailored domestic and international travel solutions to meet client needs
Education
Bachelor of Business & Management -
University of Papua New Guinea / Edith Cowan University
WADiploma of Hospitality Management -
William Angliss Institute
WACertificate III & IV in Hospitality -
William Angliss Institute
WACertificates - Financial Records & General Ledger, Cash Control, Payroll Processing & Enquiries
PNG Business College
Skills
- Hotel & Resort Operations
- Housekeeping & Front-of-House Coordination
- People Leadership & Workforce Planning
- Recruitment, Training & Performance Management
- Guest Experience & Service Excellence
- Budgeting, Cost Control & Payroll
- Quality Assurance & Brand Standards
- Policies, Procedures & Compliance
- Stakeholder & Departmental Liaison
- Problem Solving & Operational Efficiency
- Time Management & Workload Planning
References
- Heidi Huynh, Area Manager, Daiwa Living Nesuto Group, 0429 925 131
- Matthew Bird, Operations Manager NSW, AHS Hospitality, 0404 863 418
- Kristina Dundovic, Hotel Manager, Travelodge Macquarie North Ryde (TFE Hotels), 0402 133 400
Awards
Housekeeping Manager of the Year, 2019, HM Awards, Sydney
Key Management Competencies
- Hotel & Resort Operations
- Housekeeping & Front-of-House Coordination
- People Leadership & Workforce Planning
- Recruitment, Training & Performance Management
- Guest Experience & Service Excellence
- Budgeting, Cost Control & Payroll
- Quality Assurance & Brand Standards
- Policies, Procedures & Compliance
- Stakeholder & Departmental Liaison
- Problem Solving & Operational Efficiency
- Time Management & Workload Planning
Languages
English
Professional
French
Limited
Dutch
Limited
other
Native/ Bilingual
Accomplishments
HM Awards 2019 Sydney-Housekeeping Manager of the year
Affiliations
Volunteer funeral home Papua New Guinea
Timeline
Operations/Venue Manager
Mandala Hotels-Mantra Bunbury WA
03.2022 - Current
Housekeeping Manager
AHS Hospitality
10.2016 - 01.2022
Business Owner / Sole Trader (Resort Operations)
Bay Village Resort & Spa
10.2011 - 08.2016
Housekeeping Management (Multiple Resorts & Hotels)
A Plus Cleaners-Owner
07.2011 - 10.2016
Accounts Consultant
Pugh & Associates
01.2004 - 01.2007
Taxation Accountant / Accounts Controller
AFN Engineering / ITP (Income Tax Professionals)
01.2002 - 01.2004
Travel Consultant
Jetset Travel
01.2000 - 01.2002
Bachelor of Business & Management -
University of Papua New Guinea / Edith Cowan University
Diploma of Hospitality Management -
William Angliss Institute
Certificate III & IV in Hospitality -
William Angliss Institute
Certificates - Financial Records & General Ledger, Cash Control, Payroll Processing & Enquiries
PNG Business College
Reconciliation Accountant
Air Niugini Pty Ltd