MICHELLE BROWN
Manly,NSW
Summary
A self-motivated professional with excellent interpersonal and communication skills. A strong commitment to excellence and the ability to drive results within a team. I have a warm and optimistic disposition and I work extremely well under pressure. I excel at communicating clear plans and strong visions and building loyal teams of engaged and motivated staff. I enjoy successfully accomplishing tasks and projects set for me.
Overview
24
24
years of professional experience
Work History
Hotel Success Manager
HRS Australasia
04.2022 - Current
- Daily operational interface for HRS Hotel Partner to ensure excellent operations and support for our hotel partners
- Support and Management of inbound support requests of our hotel partner related to HRS Solutions & general administration
- Boosted customer satisfaction by implementing personalized success strategies and maintaining open communication channels.
- Strong hotel network, understanding of both the connectivity and the hotel distribution landscape
INTERNATIONAL TRAVEL & CRUISE EXPERT
Flight Centre Warringah Mall
11.2020 - 12.2021
- Plan and book international cruise flight packages
- Management of client refunds and credits through salesforce
- Maintained successful sales targets conversion.
TEAM LEADER
Flight Centre Cruise Warringah Mall
06.2017 - 11.2020
- Manage and drive personal and team key performance indicators
- Manage improvements and training in selling skills and product
- Conduct regular performance appraisals and sales coaching
- Manage financial performance in line with a strategic business plan
- Establish an inclusive and positive customer-focused culture.
ASSISTANT TEAM LEADER
Cruiseabout Balgowlah
04.2015 - 06.2017
- Ensure the store achieves its sales and service targets
- Developed store budgets, business vision and strategic planning
- Mentor and coach underperforming team members
- Resolve client issues in a timely manner with best outcome.
TRAVEL CONSULTANT
Flight Centre Bribie Island
05.2014 - 04.2015
- Manage a high volume of enquiries in a multi-system environment
- Compile quotes, make reservations, manage payments
- Conduct phone, email, in-person consults with clients
- Follow up returned clients, obtain feedback to secure future business.
WHOLESALE CRUISE CONSULTANT
Infinity Cruise
07.2007 - 04.2014
- Sell and provide accurate communication about products and services
- Procurement and research travel packages with suppliers
- Maintain and reconcile internal financial and third-party statements
- Manage crisis communications.
INTERNATIONAL TRAVEL CONSULTANT
Escape Travel Queens Plaza & Flight Centre Nerang
01.2005 - 06.2007
- Manage a high volume of enquiries in a multi-system environment
- Compile quotes, make reservations, manage payments
- Conduct regular phone, email, in-person consultations
- Follow up returned clients, obtain feedback to secure future business.
SALES REPRESENTATIVE
Club Wyndham
01.2000 - 12.2004
- Delivering holiday club presentations to the public and exceeding sales targets
- Responsible for the gathering of marketing information from the public.
CUSTOMER SERVICE OFFICER
Manly Council
01.2001 - 01.2000
- Customer service and dispute resolution
- Administration duties
- Implemented effective communication strategies with the public
- Exceeded customer expectations and standards.
Education
Diploma of Business Marketing -
Gold Coast Institute of TAFE
Associate Degree of Business - Hospitality Management -
William Blue Hotel Management School
Skills
- Excellent verbal and written communication skills
- Attention to detail and accuracy
- Business administration
- Time management and productivity
- Excellent negotiation & stakeholder management skills
- High level of self-motivation and ability to cope with pressure
Additional Information
I thrive in organizations that value their people and have a positive culture, and I am looking to work with an awesome team and do something that matters.
References
Available on request
Timeline
Hotel Success Manager
HRS Australasia
04.2022 - Current
INTERNATIONAL TRAVEL & CRUISE EXPERT
Flight Centre Warringah Mall
11.2020 - 12.2021
TEAM LEADER
Flight Centre Cruise Warringah Mall
06.2017 - 11.2020
ASSISTANT TEAM LEADER
Cruiseabout Balgowlah
04.2015 - 06.2017
TRAVEL CONSULTANT
Flight Centre Bribie Island
05.2014 - 04.2015
WHOLESALE CRUISE CONSULTANT
Infinity Cruise
07.2007 - 04.2014
INTERNATIONAL TRAVEL CONSULTANT
Escape Travel Queens Plaza & Flight Centre Nerang
01.2005 - 06.2007
CUSTOMER SERVICE OFFICER
Manly Council
01.2001 - 01.2000
SALES REPRESENTATIVE
Club Wyndham
01.2000 - 12.2004
Diploma of Business Marketing -
Gold Coast Institute of TAFE
Associate Degree of Business - Hospitality Management -
William Blue Hotel Management School
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