Louisa Felsbourg
Operations
Selby,VIC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
RECEPTION COORDINATOR
Deakin Residential Services
- Second in charge to General Manager of 1175-room capacity facility
- Provided exceptional customer service to stakeholders from diverse multicultural backgrounds and ages
- Liaised with International Abroad faculty and ensured appropriate accommodation
- As well as Short-Term Accommodation for families and Academics
- Coordinated, trained, and supervised 24/7 reception team of the 24/7 facility
- Achieving high-quality administration outputs including residential database management
- Monitor and report on budgeting of expenses and casual staff
- Reporting on performance of business against Occupancy and Revenue budgets
- Regular and ongoing formal and informal contact and interaction with student residents and short-stay guests
- Played a key role in creating and implementing marketing plans for campus and organizing check-in day
- Assist in meeting occupancy targets
- Regularly liaise with maintenance and cleaning coordinator, Campus Life, and administration to ensure the effective daily operation procedures are met
OWNER/OPERATIONS MANAGER
Creation Health Club
- Burwood East
- Provided exceptional customer service to stakeholders from diverse multicultural backgrounds and ages
- Responsible for leading 30+ staff of fitness professionals, receptionists, customer service and sales staff, casual and permanent of a 24/7 facility and staff development
- Business management including budgets KPI focused and administration duties
- Ensuring compliance on all levels is met to exceed industry standards, particularly health and safety, risk management
- Analysed demographic to ensure relevant programs were met to suit the needs of clients
- Designed feedback surveys to capture the requirements of what the facility needed to provide to
- Maintained up-to-date content on the website and online social media presence
- Participated in the development of the Health Club management software to capture all relevant data to provide us with information that will help us improve the business and costs 2
Experience Operations Officer
Monash Residential Services
04.2019 - Current
- Implemented/Improved policies and procedures where there were none and updated related documentation with excellent supported administrational skills proven but not limited to when allocated the administration task to support the Operations Team
- Health and Safety Representative actioning issues raised by staff and eliminating or mitigating where reasonably practicable
- Recording OHS issues in the Hazard and Incident reporting software SARAH
- Continuously building strong relationships with contractors, Residential Assistant Support Teams, and within the Senior management by liaising and taking on tasks requested eg: Creating templates within the iAuditor program
- Problem-solving individual customer-related maintenance issues especially when an issue continues to arise and further investigation is required
- Project managing ongoing works that require updated authorisations for works to continue in a resident room by communicating what needs to be done
- Support in all MRS events and day-to-day activities ensuring high standard Occupation Health, Safety and wellness are met but not limited to
- Fast turnaround for rooms departed to coordinating maintenance and cleaning done to a high standard
- Coordinated all maintenance allocated to the profile for Monash Residential Services facilities to ensure high-quality standards are met ranging from electrical, plumbing, garden, cleaning, whitegoods, carpentry, security, and delivered problem-solving allocated
- Customer-related collaboration to develop plans for a suitable and efficient desired outcome for future projects
Education
Certificate IV WHS - Work, Health And Safety
Chisholm Institute
Berwick, VIC04.2023
Skills
- Excellence in customer service and client relations
- Passionate with high level of attention to detail
- Strong collaborator and positive team member
- Process and Policy Driven
- Operational Standard Development
- Inquiry Requests
- Operational Improvements
- Handling Complaints
- Service Quality Standards
- Administration and Operations
- Strategic planning and operational implementation mindset
- Values alignment with Monash University
Certificates:
- Fully vaccinated and updated
- White Card
- Working at Heights
- Working with Children
- Health and Safety Representative
- Currently studying Cert IV WHS with Chisholm Institute
Dog Competitions
Participate in agility competitions, tricks and sheepdog herding
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Experience Operations Officer
Monash Residential Services
04.2019 - Current
RECEPTION COORDINATOR
Deakin Residential Services
OWNER/OPERATIONS MANAGER
Creation Health Club
Certificate IV WHS - Work, Health And Safety
Chisholm Institute
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