Sabrina Chan
Southbank,VIC
Summary
A self-driven, committed and bilingual Community Manager with a professional background in student accommodation and educational background in hotel management. As a dedicated and service-oriented professional, I strive to deliver a high-quality customer service and excellent student experience.
Overview
5
5
years of professional experience
Work History
Community Manager
UniLodge Australia
01.2023 - Current
- Development, implementation and management of the Residential Life and Wellbeing Program
- Creation of a diverse and holistic calendar of events, balancing core areas of support and resident interest
- Support equity and diversity within the Hall of Residence
- Liaise with student accommodation team and academic team at University of Melbourne
- Managing social media platforms such as Newsletter, Canvas and Instagram to promote the Residential Life Program to present and future residents
- Support student conduct, behaviour and wellbeing within the Hall of Residence
- Assist with the arrival, orientation and departure process
- Manage a team of 14 Residential Advisors – emergency response training, rostering, approving timesheet
- Be an active member of the emergency response team during shift times and after hours
- Weekly and monthly reporting
Customer Service Manager
UniLodge Australia
11.2022 - 01.2023
- Lead the front-line team in the efficient and effective operations of Reception
- Assist residents with enquiries related to their residency, studies, general needs, and overall wellbeing
- Ensure that accurate accounting of all resident related accounts for rental and sundries
- Responsible for sending arrears reports, process security deposit refunds and direct debit
- Collaborate with the Student Accommodation Unit at The University of Melbourne regarding offers and contracts
- Liaise with third parties regarding building facilities management including maintenance, contract cleaners, security etc
- Responsible for room allocation
- Complete the check in and out process for our residents at the beginning and end of their tenancy
- Weekly scorecard report to keep track of occupancy
- Timesheet and roster management
Customer Service Coordinator – Reservation
UniLodge Australia
08.2022 - 11.2022
- Manage bookings, offers and contracts for four properties across portfolio for University of Melbourne
- Ensure the accuracy of the entire offer process - sending offers, tentative booking, booking confirmation, reinstate offers for all four properties
- Pro-actively develop and maintain communications with the Student Accommodation Unit at University of Melbourne
- Responsible in weekly scorecard - Weekly meetings with Student Accommodation Units to discuss offer performances
- Monthly reporting - to insert data in the report that reflects the monthly occupancy performance
- Conducting tours for potential customers
Customer Service Coordinator
UniLodge Australia
01.2022 - 08.2022
- Assist residents with enquiries related to their residency, general needs and overall well-being
- Liaise with third parties regarding building facilities management including maintenance and contractors
- Assist residential life manager regarding events and wellbeing of residents
- Conduct room inspections & provide general administration support
- Operate the day-to-day front desk reception area
Guest Service Officer
Park Hyatt Melbourne
10.2021 - 01.2022
- To perform check-in and check-out via Opera System
- Responsible to finish on shift tasks such as handing deposit, open and close folio, minibar and airport transfer arrangement
- To perform cashiering duties
- Responsible to handle guest inquiries and requests via emails and calls
- Ability to ensure smooth communications between all departments
Group Marketing Coordinator (Internship)
The Lancemore Group
07.2021 - 10.2021
- Assisting with social media calendar - drafting and scheduling, media tracker
- Responsible for drafting eDM copy
- Responsible for putting assets together for other teams to support third party website (E.g: website audit)
- Handled researching tasks (influencers, media contact lists)
- Assisting in website updates (with Photoshop)
- Responsible for info inbox and Marketing inbox
Student Ambassador (Casual)
Mulpha Education Group
10.2020 - 08.2021
- Weekly check-up with fellow students via calls, emails and text messages
- Provide solutions to students’ demands regarding academical performances and mental well-beings
- Responsible for filling out a report for each student and report it back to the University
Management Trainee
GenNex Financial Media Limited
02.2019 - 10.2019
- Efficiently interacted with clients, vendors and internal departments via emails, calls, and in-house meetings
- Consistently monitored on daily projects from initial stage to finished production to assure accuracy
- Promptly provided fast turnaround time for clients for tight deadlines
- Responsible for granting sign-off confirmations from both clients and translation team
- Carefully uploaded client’s document to an authorized website (HKEx)
Education
Master of Business in Global Hotel Leadership -
Southern Cross University
Melbourne, VIC10.2021
Bachelor of Arts -
Monash University
Melbourne, VIC12.2018
Skills
- People Management
- Customer Service
- Community Engagement
- Team Training
- Staff Management
- Employee Recruitment
- Vendor Management
- Stakeholder Engagement
- Financial Budgeting and Reporting
- Marketing and Advertising
Timeline
Community Manager
UniLodge Australia
01.2023 - Current
Customer Service Manager
UniLodge Australia
11.2022 - 01.2023
Customer Service Coordinator – Reservation
UniLodge Australia
08.2022 - 11.2022
Customer Service Coordinator
UniLodge Australia
01.2022 - 08.2022
Guest Service Officer
Park Hyatt Melbourne
10.2021 - 01.2022
Group Marketing Coordinator (Internship)
The Lancemore Group
07.2021 - 10.2021
Student Ambassador (Casual)
Mulpha Education Group
10.2020 - 08.2021
Management Trainee
GenNex Financial Media Limited
02.2019 - 10.2019
Master of Business in Global Hotel Leadership -
Southern Cross University
Bachelor of Arts -
Monash University
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