Meg Appleby

A subsidiary of Melbourne Inner City Management (MICM) and market leader for residential property services in the inner-city area, providing property management, owners corporation management and concierge

services to premium residential buildings.

The scope of the role included providing exceptional customer service to residents in a premium residential apartment building, managing building security systems, conducting utility inspections, coordinating maintenance, waste management and ensuring compliance with Owners Corporation requirements across a 24/7 rotational roster including weekends and public holidays.

Managed building security systems including fob administration, CCTV monitoring, sign-in/out procedures for service providers and liaison with security companies for after-hours requirements and emergencies.

ACHIEVEMENTS

• Conducted daily inspections of utility systems including gas hot water, water pumps, lifts, air conditioning, swimming pool, fire indicator panels and garbage disposal systems.
• Single point of contact for all residential queries and requests, coordinating resident move-in/out bookings, resolving issues and maintaining superior customer service standards.
• Monitored and maintained high standards of presentation and cleanliness across all common areas including lobby, gym, pool and residential floors.
• Managed residential waste systems including bin collection scheduling, hard waste collections and operation of car park equipment.
• Reported maintenance issues, OHS breaches and Owners Corporation rule violations to supervisors and coordinated contractors as required.Company Overview: A subsidiary of Melbourne Inner City Management and market leader for residential property services, providing property management, owners corporation management and concierge services to premium residential developments.
• Responsible for front-line management of a luxury high-rise residential building, serving as the primary operational contact for over 300 residents.
• Independently managed all facets of building security, emergency response, maintenance coordination and service delivery.
• Maintained zero critical safety incidents whilst managing complex building systems worth millions of dollars, demonstrating sound judgement in prioritising emergency response and preventative maintenance actions.
• Effectively responded to fires, OHS breaches and alarm activations, liaising with contractors and supervisors to resolve issues promptly.
• Recognised consistently by management and residents for exceptional service delivery and professionalism in managing high-pressure situations.
• Built trust and loyalty amongst diverse resident demographics through reliable responsiveness and diplomatic conflict resolution.
• Successfully de-escalated numerous resident disputes and contractor conflicts through creative problem-solving and diplomatic communication, protecting building reputation whilst maintaining operational standards and resident satisfaction.
• Implemented systematic approaches to record-keeping, shift handovers and contractor coordination that improved operational efficiency, reduced response times and enhanced communication between property management stakeholders.
• Demonstrated exceptional versatility and reliability by consistently covering additional shifts during staff shortages, maintaining service continuity across peak periods and ensuring seamless 24/7 building operations without compromising service quality.
• Oversaw comprehensive security operations including access control systems, CCTV surveillance monitoring, contractor sign-in/out procedures and emergency response protocols, ensuring resident safety and asset protection whilst liaising with external security providers for critical incidents.
• Conducted daily inspections of critical building infrastructure to identify maintenance issues proactively and prevent service disruptions.
• A subsidiary of Melbourne Inner City Management and market leader for residential property services, providing property management, owners corporation management and concierge services to premium residential developments.

High-volume licensed venue close to Arsenal FC's Emirates Stadium, specialising in craft beers and gourmet pizzas with 350-person capacity, experiencing significant demand surges on match days and peak trading periods.

Held full operational accountability for the venue during rostered shifts, leading a team of four managers and eight bar staff whilst maintaining compliance with licensing requirements and local authority regulations. Responsible for service delivery, staff performance, customer experience, financial controls and stakeholder liaison.

• Ensured that the team was briefed and trained on new food and drink products and promotional activities and ensured that they delivered superior customer service.
• Supported and coached team members to upsell cocktails, double shots, premium spirits and wines and provide information to customers about drinks and new beers.
• Trained new team members on operational procedures and customer service standards.
• Resolved customer complaints swiftly, enhancing overall guest satisfaction.
• Promptly and professionally resolved a diverse range of operations, customer and staff issues arising during shifts.
• Liaised with the kitchen and head office to ensure that customers experience a consistently excellent standard of service.
• Assisted the General Manager to optimise efficiency and effectiveness through weekly budget and sales meetings, training staff, ensuring that standards were maintained, promotions and day to financial management.
• Drove significant sales growth through inspirational team leadership and effective coaching on consultative selling approaches, creating a motivated team culture focused on exceeding targets.
• Achieved exceptional 10/10 customer review ratings through relentless focus on service excellence, creating memorable experiences that built customer loyalty and positive word-of-mouth.
• Negotiated improved supplier agreements leveraging purchasing power and relationship management, securing better pricing and quality standards that enhanced margins and product offerings.
• Successfully managed complex licensing and council compliance for Arsenal home match operations, coordinating security, crowd management and extended trading hours.
• Created engaging daily social media content and innovative promotions that significantly increased customer engagement, foot traffic and revenue across multiple trading periods.

Premium serviced apartment provider catering to discerning tourists and business travellers seeking luxury short and long-stay accommodation in central London's most prestigious locations.

Held full operational responsibility for a portfolio of 35 serviced apartments across Soho and Central London, managing the complete guest lifecycle from initial booking through to departure. Accountable for revenue

performance, guest satisfaction, property standards, maintenance coordination and day-to-day operational management across a diverse property portfolio.

• As first point of contact for guests, greeted them on arrival, responded to their requests and requirements, resolving issues or problems that arising during their stays, and optimised their experience to ensure return visits and recommendations.
• With responsibility for property and operations management, coordinated apartment refurbishments, coordinated sub-contractors, purchased stock, essentials and amenities, ensured that the apartments being refurbished met company’s standards before release to the market. Also inspected and audited apartments to maintain standards and oversaw the resolution of condition and maintenance issues.
• Consistently achieved monthly sales targets and expense budgets.
• Developed and introduced an organised administration system to facilitate efficient access to a diverse range of information.

Company Overview: Property development company specialising in residential refurbishment and redevelopment.

• Provided high-level administrative and project coordination support during the acquisition and redevelopment of a townhouse conversion project, managing compliance requirements, contractor liaison and stakeholder coordination.
• Successfully managed legal processes in collaboration with solicitors to complete property ownership transfer, ensuring all documentation and compliance requirements were met within project timelines.
• Independently researched, compiled and submitted comprehensive council approval applications, securing all necessary permissions for construction to proceed on schedule despite complex local authority requirements.
• Ensured full compliance with Gas & Electricity Board requirements, coordinating specialist contractors to complete essential infrastructure works to regulatory standards and prevent project delays.
• Evaluated and selected appropriate insurance coverage for both construction and post-completion phases, managing risk and protecting asset value throughout the project lifecycle through informed decision-making.
• Property development company specialising in residential refurbishment and redevelopment.

Boutique 5-star Art Series Hotel comprising 209 rooms, Italian restaurant, French patisserie, gym facilities and smart car rental services, hosting high-profile conferences and corporate events for discerning clients.

Led the hotel's Events Operations Department with end-to-end accountability for all conferences and events, from initial planning and setup through to service delivery and conclusion.

ACHIEVEMENTS

• Coordinated events, Ensured the smooth running of events by coordinating audio visual equipment, furniture, stationary, amenities, ensured that equipment was operational, being the point of contact for event organisers, managing the logistics of food and beverage services, and resolving issues as they arose to ensure a positive guest experience.
• Earned repeated client commendations for operational excellence, meticulous attention to detail and personalised service approach that consistently delivered seamless, issue-free events exceeding client expectations.
• Designed and delivered comprehensive training programmes for front office staff, elevating their events management capabilities and ensuring consistent delivery of exceptional client experiences across all conference and event bookings.
• Developed training materials for staff, enhancing onboarding processes and operational consistency.
• eveloped systematic stock control processes that significantly improved operational efficiency, reduced waste, optimised workflow and enhanced team productivity across the events department.

Boutique 5-star Art Series Hotel with 118 rooms and premium amenities.

Responsible for creating exceptional first impressions and memorable guest experiences throughout the entire guest journey, managing room inventory allocation and ensuring all facilities met exacting brand standards.

• Consistently created memorable guest experiences that exceeded expectations through proactive service, attention to detail and genuine hospitality, building strong guest loyalty and generating positive reviews and repeat bookings.
• Demonstrated strong problem-solving skills by rapidly and diplomatically resolving guest concerns and service issues, protecting brand reputation and maintaining high guest satisfaction scores.
• Achieved outstanding sales results by consistently winning the hotel's internal upselling competitions, demonstrating strong commercial awareness and persuasive communication skills that contributed to revenue growth.]

Fast-growing serviced apartment provider offering flexible accommodation solutions to corporate and leisure travellers across Melbourne's inner suburbs.

Rapidly promoted from Customer Service Representative to Sales Coordinator within three months, assuming expanded responsibilities including sales development, corporate account management, yield meeting

administration, reservations, reception, guest services, property inspections, financial processes and night audit

functions.

• Advanced quickly based on demonstrated initiative and commercial acumen, showcasing ability to rapidly master new responsibilities and deliver results that exceeded management expectations.
• Partnered closely with the Groups Sales Manager to manage high-value corporate client relationships, ensuring seamless booking processes and service delivery that protected revenue streams and enhanced client retention.
• Proactively identified and pursued new business opportunities through strategic cold calling and proposal development, successfully expanding the corporate client portfolio and driving measurable revenue growth.
• Designed and implemented efficient administrative systems including proposal templates, contract documentation and reporting frameworks that streamlined workflows and improved information management across the sales function.
• Developed competitive pricing packages and negotiated contracted corporate rates, applying market intelligence and commercial judgement to optimise occupancy and revenue whilst maintaining profitability.
• Consistently achieved challenging budgets and performance targets through strategic focus, strong execution capabilities and ability to balance multiple priorities in a fast-paced environment.