Nicolette Hornsby
Mooroolbark,Victoria
Summary
Dedication professional with multifaceted background including Hotel Operations, Administration, Customer Service and Disability Services.
I am skilled in organisation, client and stakeholder relations, conflict resolution, and problem solving. I thrive in fast-paced environments where effective communication and collaboration are key to address challenges and foster positive outcomes. I am passionate about delivering exceptional services and contributing to team success in dynamic environments.
In my current role as Posity Office Manager my focus is ensuring service excellence across our clinics and online platforms and to empower individuals with disabilities, enhancing their lives through tailored Allied Health and NDIS services.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Office Manager
Posity Pty Ltd
01.2025 - Current
- Expansion of Practice Administrator role
- Oversee all aspects of client bookings, cancellations, and appointment changes, ensuring seamless scheduling and minimal disruptions
- Train new and existing staff including clinicians on office processes, systems, and protocols to ensure consistency and compliance
- Provide mentorship and support to administrative staff, fostering a collaborative and high-performing team environment
- Oversee OH&S requirements, ensuring that all staff adhere to safety protocols and that the workplace meets regulatory standards
- Act as a point of escalation for any administrative or operational issues, resolving them effectively
- Organise and lead staff meetings, including setting meeting agenda as well as taking and distributing meeting minutes
- Provide recommendations for system updates or process changes to enhance office functionality
Practice Administrator
Posity Pty Ltd
12.2021 - 12.2024
- Scheduling appointments and diary management
- Provide support and liaison to a team of Allied Health Practitioners
- Client Relations managing caseload of under 1000 clients across two clinics extending to online and community based clients
- Collaboration with external professionals such as Support Coordinators, Schools, Psychologists, Plan Managers, NDIS Staff and Disability Support Workers
- Health records and database management in line with privacy and confidentiality requirements and complying with NDIS guidelines
Hotel Duty Manager
COVID-19 Quarantine Victoria (CQV)
10.2020 - 12.2021
- Responsible to coordinate and oversee day to day hotel operations and manage 30+ internal staff
- Provide accurate daily data and reports for 253 hotel rooms and 500+ staff across a 24 hour rotating roster
- Main point of contact for key stakeholders including but not limited to CQV Site Manager, Authorised Officers, Healthcare Australia, Government Capacity & Allocations team, Catering and Housekeeping
- Critical thinking and problem solving that support the objectives of the Resident Support Officer Team Leader
- Chief fire warden responsible for fire panel, emergency warning intercommunication system and emergency evacuation protocols in line with Victoria Police Site Emergency Response Coordinator
- Handle confidential information relating to hotel, residents and government site services appropriately
- Monitor compliance with best-practice infection prevention and control measures
Front Office Team Leader
InterContinental Melbourne The Rialto (IHG Hotels)
02.2020 - 10.2020
- Responsible for reporting to the Director of Guest Services overlooking staff and operations across front office, concierge and VIP club lounge
- In charge of On Boarding Program including recruitment, orientation, training and development of staff and monitoring performance management
- Rooms coordinator role facilitating hotel inventory and allocations for 253 rooms
- Respond to guest complaints, solicit feedback, and build relationships that drive continuous improvements in guest satisfaction and support team on improvement initiatives
- Drive team performance through tools such as guest love and loyalty recognition
- Department occupational health and safety representative responsible for implementing risk management action plan
Guest Service Agent & Club Lounge Attendant
InterContinental Melbourne The Rialto (IHG Hotels)
01.2019 - 02.2020
- Manage a professional image in line with global brand standards
- Build relationships with VIP and high touch guests and generate positive pre-arrival experiences
- Respond to guest wants and needs in a timely and caring manner
- Assisting the front office team in achieving financial goals including upselling and promoting the intercontinental rewards program and global ambassador program
- Coordinate food and beverage, concierge and front office tasks
Guest Service Agent Supervisor
Yarra Valley Lodge
10.2017 - 12.2018
- Attend to all guests requests effectively and efficiently striving for total guest satisfaction across 102 rooms
- Sound knowledge of front office computerised system including Opera, Res Diary and Micros
- Coordinating 8 function spaces for meetings, conferences and events
- Process both internal and external guest reservations
- Sound knowledge of hotel product, facilities room rates and promotional packages, extending to local tourism
- Work collaboratively with hotel department heads
- Compile occupancy statistics and daily hotel reports
Receptionist and Administrative Assistant
Baxter Laboratories Pty Ltd
05.2016 - 06.2017
- First point of contact for clients, suppliers, regulatory bodies
- Processing accounts payable and accounts receivable
- Assisting customer service officer with administrative duties and coordination of warehouse production, manufacturing, purchasing, quality control, quality assurance, freight logistics and stock control
- Manage incoming and outgoing phones calls in a professional and timely manner
- Daily mail and courier coordination
Food and beverage attendant
Yarra Valley Lodge
02.2016 - 12.2018
Shift supervisor and sandwich artist
Subway Mooroolbark
04.2013 - 02.2016
Netball Umpire
Lilydale And Yarra Valley Netball Association
10.2010 - 04.2015
EDUCATION
- Ringwood Secondary College VCE Year 12
- Certificate II and III in Hospitality AGB Human Resources
Referees
- Kishor Narayanamurthi - IHG Hotels Director Of Guest Services - 0472 587 005 kishor.narayanmurthi@court-yard.com
- Kay McDonald - Posity Clinical Supervisor - 0402 444 641 kaymcdonald@me.com
- Yasamin Khavari - Posity Admin Manager - (Currently on maternity leave)
Certification
- Certificate HLTAID012 – Provide First Aid in an Education & Care Setting
- Bernadette Glass Workshop - Education & Training for Strength Based Practice
- Duke of Edinburgh Bronze Award
- Working With Children Certificate
- NDIS Worker Screening Check
- CPA Infection, Prevention and Control – Frontline
- Various LinkedIn certifications relevant to current role and professional as well as personal development
Timeline
Office Manager
Posity Pty Ltd
01.2025 - Current
Practice Administrator
Posity Pty Ltd
12.2021 - 12.2024
Hotel Duty Manager
COVID-19 Quarantine Victoria (CQV)
10.2020 - 12.2021
Front Office Team Leader
InterContinental Melbourne The Rialto (IHG Hotels)
02.2020 - 10.2020
Guest Service Agent & Club Lounge Attendant
InterContinental Melbourne The Rialto (IHG Hotels)
01.2019 - 02.2020
Guest Service Agent Supervisor
Yarra Valley Lodge
10.2017 - 12.2018
Receptionist and Administrative Assistant
Baxter Laboratories Pty Ltd
05.2016 - 06.2017
Food and beverage attendant
Yarra Valley Lodge
02.2016 - 12.2018
Shift supervisor and sandwich artist
Subway Mooroolbark
04.2013 - 02.2016
Netball Umpire
Lilydale And Yarra Valley Netball Association
10.2010 - 04.2015
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