Libby Wallace
Sanctuary Point,NSW
Summary
Accomplished property management professional with over seven years of experience specializing in Airbnb guest services and property oversight. Adept at elevating guest satisfaction and maintaining superior standards through strategic operational management. Seeking to leverage expertise in hospitality and real estate management to contribute to a dynamic and forward thinking organization.
Overview
9
9
years of professional experience
Work History
Airbnb Guest Services Manager/Maintenance Manager
Soleil Sanctuary
04.2024 - Current
- Innovated guest check-in procedures with a digital system, increasing operational efficiency by 40%
- Led housekeeping teams to uphold outstanding cleanliness standards, earning Superhost status for five consecutive quarters
- Introduced a preventative maintenance program, decreasing guest complaints by 50% and ensuring seamless operations
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Developed rapport with guests, anticipating needs and providing tailored recommendations for local attractions.
Guest Services Expert
Where We Escape
10.2023 - 05.2024
- Conducted pre arrival property inspections
- Utilized Homhero App to monitor property metrics, improving service delivery and operational insights
- Twice recognized as 'Employee of the Month' for exemplary service and dedication to guest excellence
- Assisted guests with special requests, such as room upgrades or late check-outs, to exceed expectations and create memorable experiences.
- Performed regular inventory checks for hotel supplies, minimizing shortages while controlling costs through efficient stock management practices.
- Collaborated with housekeeping staff to ensure rooms were prepared efficiently and met high-quality standards.
- Managed check-in and check-out procedures for guests.
Airbnb Housekeeping and Guest Experience Expert
Supercalla
10.2023 - 05.2024
- Enhanced guest satisfaction by 20% through tailored service improvements and attention to detail
- Collaborated cross-functionally to implement a guest feedback system, driving continuous service enhancements
- Collaborated with housekeeping staff for timely room turnovers and consistently meeting quality standards.
- Increased repeat business through exceptional customer service and attention to detail.
- Maintained high levels of cleanliness in common areas and guest rooms, ensuring a welcoming environment.
- Managed inventory of supplies to maintain adequate stock for daily operations, reducing costs from excess ordering or waste.
Property Management Assistant
LJ Hooker Real Estate
02.2016 - 03.2019
- Improved tenant communication and response times by 30%, enhancing overall service quality
- Led tenant liaison initiatives, achieving a 95% renewal rate and fostering long-term relationships
- Conducted thorough property inspections, ensuring compliance with residential tenancy agreements
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Assisted in preparing comprehensive financial reports for owner review, ensuring transparency in property performance metrics.
- Followed up on delinquent tenants and coordinated collection procedures.
- Communicated effectively with owners, residents, and on-site associates.
Education
Certificate of Registration - Real Estate - Real Estate
Online
Sydney, NSW11.2018
Frontline Management Short Course - Community Services
TAFE NSW
Bega06-2015
Certificate IV Personal Training - Fitness
Fitness Australia
Canberra, ACT03.2013
Skills
Expertise in property management software including Homehero
- Exceptional organisational capabilities and strong attention to detail
- Demonstrated ability to communicate effectively with diverse clientele and stakeholders
- Proven crisis management skills with proven track record of high performance under pressure
- Exceptional communication
- Guest communication
- Guest conflict resolution
- Time management abilities
- Detail Oriented
- Property Management Systems
- Housekeeping collaboration
Timeline
Airbnb Guest Services Manager/Maintenance Manager
Soleil Sanctuary
04.2024 - Current
Guest Services Expert
Where We Escape
10.2023 - 05.2024
Airbnb Housekeeping and Guest Experience Expert
Supercalla
10.2023 - 05.2024
Property Management Assistant
LJ Hooker Real Estate
02.2016 - 03.2019
Certificate IV Personal Training - Fitness
Fitness Australia
Certificate of Registration - Real Estate - Real Estate
Online
Frontline Management Short Course - Community Services
TAFE NSW
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