Naomi Scerri
Rosebud,VIC
Summary
I am a dedicated travel professional with a strong focus on creating enjoyable travel experiences and supporting team performance. My background in hospitality and sales has equipped me with effective strategies that enhance client engagement and drive revenue. I take pride in building lasting client relationships through excellent service and regular follow-ups, consistently meeting sales targets while promoting a positive team culture.
I collaborate closely with product teams to design competitive travel packages based on market trends and client feedback, ensuring our offerings remain relevant and appealing. Additionally, I enjoy mentoring both junior and senior staff, conducting training sessions to support their professional growth.
In my spare time, I love exploring the beautiful Mornington Peninsula with my dog and husband, Evan. I consider myself fortunate to be well-travelled, with extensive experience travelling through the UK, Europe, and the UAE, as well as having lived in the USA for five years.
Overview
13
13
years of professional experience
Work History
Sales Manager | Europe Department
Entire Travel Group
11.2022 - Current
- Achieved rapid career progression, advancing to the role of Sales Manager within four months of beginning in a travel consultancy role.
- Swiftly resolved client relations issues by actively listening and implementing practical solutions, consistently achieving high satisfaction ratings.
- Increased sales revenue through the strategic development and targeted implementation of effective sales initiatives.
- Built lasting client relationships by providing exceptional service and maintaining consistent follow-ups, fostering trust and encouraging repeat business.
- Led a high-performing sales team with tailored motivational coaching and performance-based incentives, driving productivity and engagement.
- Conducted regular sales meetings to assess progress, share best practices, and establish realistic targets for team success.
- Managed key accounts with a strategic focus, strengthening customer loyalty and promoting repeat business through relationship building.
- Consistently met or exceeded quarterly sales targets through diligent deal management and a results-driven approach to closing.
- Effectively addressed client objections by providing tailored solutions that met unique needs and concerns.
- Developed comprehensive product knowledge to deliver customised solutions, enhancing client satisfaction and driving sales.
- Mentored junior sales staff, supporting their professional development and fostering skill advancement within the team.
- Expanded sales opportunities by attending industry events and conventions to broaden the client base and enhance visibility.
- Implemented CRM systems for efficient lead tracking, improving team communication and follow-up processes to boost productivity.
- Recruited top-tier talent, contributing to a dynamic and high-performing sales team environment.
- Evaluated competitor offerings to refine sales strategies and maintain a competitive edge in the market.
- Partnered with marketing teams to create targeted promotional campaigns that drove customer engagement and measurable sales growth.
- Strengthened team morale through strategic team-building activities and fostering open, transparent communication channels.
- Promoted a culture of continuous improvement by encouraging feedback and implementing best practices across the team.
- Conducted advanced training sessions on product knowledge and sales techniques to elevate overall team performance.
- Established a structured follow-up system that increased customer retention through personalised interactions and engagement.
- Collaborated with the product manager to design competitive travel packages based on market trends and client feedback, enhancing customer satisfaction and demand.
- Led recruitment and mentoring programmes to enhance team engagement and encourage professional growth within the sales team.
- Oversaw revenue models, process optimisation, operational support, and customer engagement strategies to align with company objectives and maximise efficiency.
- Promoted high-performing team members to leadership roles, supporting long-term growth and development within the organisation.
Travel Consultant to Team Leader
Flight Centre Travel Group
08.2019 - 11.2022
- Developed bespoke travel plans by integrating diverse services and travel products to meet specific client needs and preferences.
- Enhanced customer value and business revenue by actively promoting add-on sales, resulting in increased client satisfaction and loyalty.
- Consistently exceeded customer satisfaction standards by anticipating and understanding clients' expectations, leading to positive feedback and repeat business.
- Maintained all OBW business and operating systems to ensure seamless functionality and operational efficiency.
- Scheduled employee priorities and set clear performance expectations, fostering a culture of accountability and team success.
- Prepared budgets and monitored KPIs to ensure financial health and optimise operational efficiency.
- Defined store vision and goals, aligning team efforts with strategic objectives to drive organisational growth.
- Stayed informed of industry trends and special deals, ensuring offerings remained competitive and relevant in the market.
- Managed financial processes, including bank reconciliation, account statements, end-of-month transfers, and reviewing P&L statements to identify areas for improvement and implement corrective actions.
- Directed and implemented policies, incentives, and business activities to support ongoing operations, productivity gains, and organisational growth.
- Applied corrective action plans and success strategies to maximise opportunities and address any performance gaps effectively.
- Delivered exceptional customer service by refining the sales process, enhancing the overall client experience and satisfaction.
- Collaborated with team members to foster open communication and encourage solution-oriented idea sharing for continuous improvement.
- Increased client acquisition by overseeing logistics and promotions for special events, attracting new customers and boosting sales.
- Guided employees in resolving complex problems and handling escalated client complaints to restore satisfaction and maintain service standards.
- Monitored, tracked, and evaluated team performance against KPIs during regular one-on-one sessions, providing constructive feedback for development.
Events & Marketing Manager
Soho Melbourne
07.2017 - 08.2019
- Organised events efficiently, taking into account both budgets and timelines to ensure successful execution.
- Developed and implemented comprehensive marketing plans to enhance venue visibility and attract clientele.
- Promoted venue facilities through effective public relations strategies, strengthening community engagement and brand recognition.
- Met with clients to gather event requirements, compile briefs, and prepare detailed budgets for presentation and approval.
- Managed supplier relationships, including procurement and the integration of new products to diversify offerings and improve service quality.
- Organised and monitored floor plans, staffing, quality control, and rostering to optimise event operations and ensure a seamless experience.
- Attended and oversaw the execution of all events, facilitating communication between front and back of house teams to enhance operational efficiency.
- Coordinated in-house entertainment, including the scheduling of background music systems and musicians to enrich the guest experience.
- Tracked invoices and expenses, reconciling purchases with event-related budgets to ensure financial accuracy and accountability.
- Solicited new and existing accounts through telephone prospecting, outside sales calls, and site inspections, consistently meeting and exceeding revenue targets.
- Ordered supplies and equipment, ensuring compliance with approved decoration layouts and standards to maintain brand integrity.
- Monitored competitor activities and market trends, providing actionable recommendations to enhance market share and competitive positioning.
- Developed and executed targeted marketing campaigns across social media platforms, blog posts, and email newsletters to drive customer engagement and retention.
Assistant Supervisor
Koi Dining & Lounge Bar
09.2015 - 06.2017
- Identified and reviewed promotional activities within the market to enhance brand visibility and customer engagement.
- Managed supplier relationships, including procurement and the introduction of new products, to diversify offerings and improve service quality.
- Planned and implemented food and beverage menus aligned with customer preferences and operational standards, enhancing the dining experience.
- Performed cash handling duties, including managing cash floats, processing change orders, reconciling tills, and conducting safe counts to ensure financial accuracy.
- Organised and monitored floor plans, staffing, quality control, and rostering to optimise event execution and operational efficiency.
- Attended and oversaw the operation of all events, facilitating effective communication between front and back-of-house teams to ensure seamless service delivery.
- Handled and resolved customer complaints promptly, ensuring a positive dining experience and maintaining customer loyalty.
- Maintained the Responsible Service of Alcohol (RSA) register to ensure compliance with legal requirements and uphold service standards.
- Delivered comprehensive training to staff in food preparation and customer service roles, promoting strong team performance and adherence to quality standards.
- Applied strong leadership skills and problem-solving abilities to maintain team efficiency and effectively organise workflows.
- Managed daily tasks by delegating responsibilities, optimising team resources to meet deadlines and achieve operational goals.
- Submitted documentation and reports to upper management, ensuring transparency and accountability in operations.
Operations Manager
JM Lowry Hospitality Group
02.2012 - 08.2015
- Created, developed, and implemented effective organisational strategies for all front-line operations, driving efficiency and performance.
- Prepared budgets, operating forecasts, and weekly reports to track performance and proactively adjust strategies for optimal results.
- Developed and executed innovative concepts and activations to engage and entertain patrons while achieving company goals.
- Monitored revenue activities across venues to ensure financial targets were consistently met, enhancing overall profitability.
- Managed guest services effectively, contributing to the achievement of budgeted revenues and maintaining high service standards.
- Implemented inventory control measures that reduced food and beverage costs while minimising stockouts and waste.
- Standardised employee training programmes to ensure consistent customer service delivery and enhance team performance.
- Ensured strict compliance with hygiene and safety legislation to maintain a safe working environment for staff and patrons.
- Partnered with colleagues to leverage opportunities for driving food and beverage sales during events and sponsorships, maximising revenue.
- Developed departmental budgets to track monthly expenses and make proactive adjustments, focusing on purchasing and staffing efficiencies.
- Supervised operations staff, ensuring adherence to company policies and procedures while fostering a culture of accountability and teamwork.
- Conducted regular performance reviews to identify areas for improvement and develop actionable plans for staff development and growth.
- Built strong relationships with vendors to secure better pricing, enhancing service quality and operational efficiency.
- Spearheaded process improvements that resulted in increased productivity and reduced operational costs, boosting overall performance.
- Enhanced profit margins through streamlined operations and implemented quality control systems to ensure consistent product quality.
- Introduced cost-saving initiatives that maintained high service quality while effectively reducing overall operational expenses.
Education
Certificate IV - Travel And Tourism
Wodonga Institute of Tafe
Sorrento, VIC08.2022
Certificate III - Travel And Tourism
Wodonga Institute of Tafe
Sorrento, VIC08.2021
Deferred Bachelor of Science - Psychology & Biology
Valencia
Orlando, FloridaHigh School Diploma -
Dr Phillips High School
Orlando, Florida06.2009
Skills
- Sabre
- OMNIS Client
- Salesforce
- Top Dog
- Travefy
- Complex Travel Itineraries
- Airline Policies
- Creative Solutions
- International Travel
- Luxury Leisure Travel
- Strong Communication and Interpersonal Skills
- Sales Team Leadership
- Goals and performance
- Sales team training
- Relationship Building
Additional Information
REFERENCES
Available upon request
Timeline
Sales Manager | Europe Department
Entire Travel Group
11.2022 - Current
Travel Consultant to Team Leader
Flight Centre Travel Group
08.2019 - 11.2022
Events & Marketing Manager
Soho Melbourne
07.2017 - 08.2019
Assistant Supervisor
Koi Dining & Lounge Bar
09.2015 - 06.2017
Operations Manager
JM Lowry Hospitality Group
02.2012 - 08.2015
Certificate IV - Travel And Tourism
Wodonga Institute of Tafe
Certificate III - Travel And Tourism
Wodonga Institute of Tafe
Deferred Bachelor of Science - Psychology & Biology
Valencia
High School Diploma -
Dr Phillips High School
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