Lisa Hylton-Smith

Company Overview: Avolta is the world’s leading travel experience provider. With a traveler-centric philosophy and a geographically diverse network, the travel retail and F&B company addresses the needs of up to 2.3 billion passengers each year, with 5,500 outlets in more than 75 countries across six continents. Guided by their Destination 2027 strategy and boosted by their recent combination with travel F&B giant Autogrill, the company is well-positioned to realize its ambition to create a Travel Experience Revolution through its many locations at airports, motorways, cruise lines, seaports, and railway stations, among others.

Employee Relations

• Led comprehensive HR operations to enhance employee effectiveness.
• Initiated employee rewards program achieving 67% engagement rate.
• Facilitated onboarding by delivering comprehensive information to new hires.

Recruitment & Talent Acquisition

• Used data and analytics to improve company processes for recruitment, selection and onboarding.
• Created job postings, tracked applicants and maintained applicant database.
• Assisted in employee recruitment, hiring and interview processes.
• Facilitated onboarding by delivering comprehensive information to new hires.

HR Compliance

• Be the compliance ambassador for Australia.
• Maintained employee records in accordance with company policy and applicable legal requirements.
• Reviewed job descriptions regularly to ensure accuracy of duties assigned to each position.
• Aligned HR policies with federal and local regulations.

Performance Management.

• Handled employee discipline and termination to address policy infractions.
• Provided HR consultation services to leadership and department heads.
• Assist with Managers Performance reviews in both Australia and New Zealand.
• Worked with management to create performance measurement, employee development and employee compensation strategies.

Training & Development

• Identified operational weaknesses to improve or innovate people, programs and processes.
• Researched industry trends to inform compensation and performance strategies.

Conflict Resolution

• Addressed workplace disputes through fact-finding efforts to promote fair resolutions in both Australia and New Zealand.

Company Overview: Sofitel Gold Coast Broadbeach is a luxurious five-star hotel located in the heart of Broadbeach

We are situated just 200m from patrolled beaches and our hotel features 296 beautifully appointed rooms and suites, all with breathtaking Pacific Ocean or Hinterland views

• As the Food and Beverage Manager I am responsible for the complete running of the food and beverage outlets
• I provide direction to our team to foster a strong service culture across all departments
• I work closely with key stakeholders to enhance the product where capitals allow
• Oversee the operational functions of the hotel, as per the Organizational chart
• Liaises with suppliers to evolve the current offering across all outlets
• Reopen the Hotel after being closed for 2 years and be a part of the team that achieved annual GOP by September
• Lead the customer focus culture in the team
• Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded
• Including contracting events of over $350k
• Strong application of Opera and Micros
• Developing improvement actions, carry out costs savings
• A strong understanding of P&L statements and the ability to react with impactful strategies
• Closely monitor the hotel business reports on a daily basis and make decisions accordingly
• Manage and develop the HOD team to ensure career progression and development
• Ongoing recruitment across all key outlets with an understanding of current market constraints
• Provide effective leadership to hotel team members
• Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements

Company Overview: The SEBEL is THE upscale apartment brand in Australia and New Zealand, offering the warm experience of an unforgettable stay like at home.

Every element of The SEBEL experience has been curated, down to the finest detail

As the Operations Manager I am responsible for the complete running of the SEBEL Viaduct Hotel

• I provide direction to our team to foster a strong service culture across all departments
• I work closely with owners to maximise the returns on their investment and continue to enhance the product where capital allows
• Oversee the operational functions of the hotel, as per the Organizational chart
• Liaises with AHS and manage the onsite relationship
• Communicate with Owners and the Body Corporate
• Liaises and manage the relationship with The retailers
• Lead all key property issues including capital projects, customer service and refurbishment
• Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded
• Developing improvement actions, carry out costs savings
• A strong understanding of P&L statements and the ability to react with impactful strategies
• Closely monitor the hotel business reports on a daily basis and make decisions accordingly
• Prepare monthly financial reporting for the owners and stakeholders
• Draw up plans and budget (revenues, costs, etc.) for the owners
• Manage and develop the HOD team to ensure career progression and development
• Provide effective leadership to hotel team members
• Lead in all aspects of business planning
• Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements

Company Overview: Pullman Auckland is an upscale hotel creating connections with through Art, Health and Wellness

As the Director of Rooms I was responsible for Front Office, Housekeeping, Spa and IT at the hotel, and the day-to-day running of staff management and guests

I was an ambassador for the brand and the Pullman hotel

• I provided leadership and strategic planning to all departments in support of our service culture, maximized operations and guest satisfaction
• I worked very closely with the hotel owners and other stakeholders
• Oversee the operational functions of the hotel, as per the Organizational chart
• Ensure full compliance to Hotel operating controls, SOP's, policies, procedures and service standards
• Resulting in Pullman Auckland placing 3rd for LQA results globally, within the Pullman Brand
• Lead all key property issues including capital projects, customer service and refurbishment
• Pullman's RPS grew from 80.4 in 2016 to 85.6 by 2019
• Responsible for the preparation, presentation and subsequent achievement of the hotel's annual Operating Budget, Market plan and Capital Budget
• Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded
• Developing improvement actions, carry out costs savings
• A strong understanding of P&L statements and the ability to react with impactful strategies
• Closely monitor the hotel business reports on a daily basis and make decisions accordingly
• Ensure that monthly financial outlooks for Rooms, Spa, Car parking, Executive Lounge, Admin & General, are on target and accurate
• Maximizing room yield and hotel revenue through innovative sales practices and yield management programs
• Led the creating of 3 room categories which grew the rate ADR $2.62
• Prepare monthly financial reporting for the owners and stakeholders
• Draw up plans and budget (revenues, costs, etc.) for the owners
• Manage and develop the HOD team to ensure career progression and development
• Provide effective leadership to hotel team members
• Lead in all aspects of business planning
• Respond to audits to ensure continual improvement is achieved
• Responsible for safeguarding the quality of operations both (internal & external audits)
• Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements

Company Overview: Ibis Budget Auckland Airport has modern rooms which are cleverly designed, and great for a short stay

• As the Hotel Manager I was responsible for all aspects of the hotel, including the day-to-day management of staff and guests
• I was an ambassador for the Airport and the Ibis Budget hotel
• I provided leadership and strategic planning to all departments in support of our service culture, maximized operations and guest satisfaction
• I work very closely with the hotel owners and other stakeholders
• Complete the hotel expansion from 125 rooms to 198
• Oversee the operational functions of the hotel, as per the Organizational chart
• Develop the revenue strategy and ensure it was executed
• Achieved rate growth of $35.00 YOY
• Develop the Guest service strategy and ensure it is executed Grew RPS from 74.2 to 80.12
• Develop and execute the Sales and Marketing plan which was DOTW strategy
• Manage the owner relationship
• Be responsible for talent and culture aspects of the whole hotel
• Respond to All Audit results
• Achieving a score of 97%
• Develop key team members to grow within the company as a whole
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Company Overview: Mercure Grosvenor is a 4 star property located in the heart of Adelaide

Designed to look after both business and leisure customers alike

• I was responsible for directly supervising all front office personnel and ensuring proper completion of all front office duties
• Directed and coordinated the activities of the front desk, and telephone areas
• Participated in the project to split the Hotel into a dual property
• Roster for the front office staff
• Maintained working relationships and communicates with all departments
• Verifies that accurate room status information is maintained and properly communicated
• Updated group information
• Maintained, monitored and prepared group requirements
• Relayed information to appropriate personnel
• Conducted regularly scheduled meetings of front office personnel
• Maximize room revenue and occupancy by reviewing status daily
• Analyse rate variance, monitor credit report and maintain close observation of daily house count
• Monitor selling status of house daily
• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes

Company Overview: Sofitel Melbourne on Collins is located at the Paris end of Collins Street and is renowned for luxury within the Melbourne market

• As the Assistant Restaurant Manager I was responsible for the smooth execution of the service periods
• I was responsible for No35 restaurant in the absence of the Restaurant Manager
• Assist with organization for upcoming events
• Develop the team to ensure service excellence
• Drive the team to achieve upselling targets
• Share information regarding the monthly results
• Conduct performance reviews
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• As the Assistant Front Office Manager I was responsible for the smooth execution of the shift
• Keep track of monthly, quarterly and yearly goals
• Work with management to assess and improve processes and policies
• Monitor and report on revenue and cash flow
• Address employee complaints or performance issues as needed
• Check in with employees regularly to determine satisfaction
• Help management create the department's budget
• Oversee security of the facility