Leah Hyndes

I was initially hired in the role of Community Liaison, where I was able to utilise my extensive customer service background to work in the fast-growing and increasingly diverse community of Mandalay, Beveridge.

As the community and business grew, the role has evolved to include oversight of the Leisure department and Commercial Management responsibilities. I have a team 5 reporting directly to me, and work collaboratively with 6 departmental managers to provide insight and guidance on all commercial aspects of the business (revenue, cost of goods, operating expenses and budgeting).

Over my 4.5 years of employment at Club Mandalay I have become a trusted, well known and highly respected member of the local community. I have been responsible for the planning of many core community events, from conception through to execution, including:

• Christmas Carols
• Annual Santa Cart Run
• ANZAC Day Dawn Service
• Twilight Markets
• Annual Easter Egg Hunt
• School Holiday Programs
• Group Fitness Timetable
• Trivia Nights etc

I have worked alongside external organisations to develop and provide programs and events for the local community, including:

• AFL AusKick
• NRL Victoria
• No Limits Soccer
• Mitchell Shire Youth Services (Tara Kinsey)
• Greater Beveridge Community Centre (Anne Coall)
• Beveridge CFA
• Victoria Police
• Simpson Barracks
• Bendigo Bank

I have been successful in applying for funding grants from the Department of Veterans Affairs (for the installation of a flagpole), Bendigo Bank (for a series of community BBQ's) and Mitchell Shire (hosting Harmony Day event in 2022).

My current role involves:

• Developing long-lasting partnerships with community members, management team and peers through active engagement, exemplary communication and consistent issue resolution.
• Providing detailed reports regarding ongoing engagement activities allowing for adjustments based on feedback from the community.
• Facilitating open lines of communication between the organisation and the community, fostering strong relationships and informing program development and decision making processes.
• Managing budgets and negotiating contracts with vendors, ensuring cost-effective event execution.
• Managing all logistics of event management, from the initial planning and approval, through to promotion and on the day execution.
• Using key metrics to prepare monthly reports for the General Manager, Director and Board to monitor performance of commercial activities.
• Working with the Marketing Manager to produce a weekly newsletter for the community and event collateral.
• Streamlining internal processes by identifying areas for improvement and implementing changes to increase efficiency.
• Assist with day-to-day operations, working efficiently and productively with all team members.
• Oversee pricing strategy to balance revenue generation with affordable offerings for the community.
• Organise special promotions and events to drive foot traffic and boost revenue.

• Managed a team of 4 staff, whilst working alongside a team of 6 departmental managers. Reported directly to the CEO.
• Was nominated for and won the Inaugural Revenue Management Employee of The Year Award. I was recognized for her achievements at the Tourism Accommodation Australia (VIC) 2016 Awards for Excellence.
• Managed a team of reservation agents, ensuring high-quality service and accurate bookings.
• Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
• Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
• Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
• Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
• Utilised advanced analytics tools to identify trends and inform strategic decision-making processes related to hospitality offerings.
• Increased revenue by implementing effective pricing strategies and monitoring market trends.

Through my early working life, I was fortunate to be employed at some of the best 5-star Hotels in Australia. Over this time, I learnt how to deliver exceptional customer to a wide range of customers.

Working in a variety of environments and roles, I developed and maintained courteous and effective working relationships with my peers and managers.

It was in these early days that I quickly learnt to be self-motivated, with a strong sense of personal responsibility.