Sara Skipworth
Oxenford,Australia
Summary
Experienced professional with a strong background in Operations Management. Proven track record of efficiently handling multiple priorities while maintaining a positive, proactive attitude. Skilled at taking on additional responsibilities to meet team objectives. With over 20 years of experience, I bring exceptional organizational skills, reliability, and a strategic approach to my work.
Overview
17
17
years of professional experience
Work History
Operations Manager, Guest Experience
Horizontal Falls Seaplane Adventures
06.2024 - 06.2025
- Oversee daily operations of guest services, ensuring seamless and exceptional guest experiences
- Coordinate logistics, bookings, and guest communications to deliver smooth, high-quality tours.
- Lead and develop the guest experience team, providing ongoing support, training, and leadership.
- Manage guest issues and resolve complaints promptly and professionally to maintain high satisfaction levels.
- Oversee and coordinate all logistics for the Paspaley Pearl Farm Tour, ensuring seamless integration between the marine department, land transport, catering services, and guest movements.
- Collaborate closely with suppliers, booking agents, and other departments to ensure cohesive operations and efficient delivery of services.
- Prepare operational reports and manifests to track guest movements and optimize processes.
- Implement and improve systems and procedures to enhance operational efficiency and team performance.
Tour Manager
Collette Vacations
11.2023 - 04.2024
- Led 20-day luxury tours in New Zealand and Australia, ensuring exceptional client experiences.
- Coordinated with suppliers to confirm accommodations and activities, enhancing tour quality.
- Delivered engaging commentary on local destinations, enriching client knowledge.
- Managed administrative duties to ensure smooth tour operations and effective communication.
- Developed and delivered comprehensive reports to enhance organizational procedures.
Senior Reservations Consultant
Horizontal Falls Seaplane Adventures
10.2022 - 10.2023
- Provided exceptional customer service to guests, agents, suppliers, and trade partners across phone, email, and in-person interactions.
- Managed all group bookings, coordinating with operations, catering, and guest services to ensure smooth logistics and guest satisfaction.
- Supervised a team of reservation consultants, providing training, task delegation, and support to maintain high service standards.
- Handled complex and VIP bookings, processed changes, and maintained accuracy using internal reservation systems.
- Built strong relationships with trade partners and suppliers, resolving issues promptly and professionally.
Operations and Sales Manager
Seaway Kayaking Tours
12.2020 - 06.2021
- Managed day-to-day operations including bookings, staff scheduling, and event coordination.
- Developed systems to improve operational quality and team efficiency.
- Led hiring, onboarding, and training of new employees.
- Maintained relationships with external vendors and suppliers.
- Supervised operations staff and ensured compliance with policies.
Senior VIP Concierge
Intercontinental Hotel Group
06.2018 - 06.2019
- Delivered exceptional, tailored service to VIP and high-profile guests, ensuring a seamless and memorable experience.
- Managed all aspects of guest itineraries, including transport, tours, dining, and special requests.
- Anticipated guest needs and personalised service to consistently exceed expectations.
- Coordinated with internal departments to ensure all preferences and requests were met to five-star standards.
- Resolved guest complaints with professionalism, making prompt decisions to uphold service excellence.
Driver/Guide
AAT Kings
01.2012 - 03.2017
- Led guided tours of Uluru-Kata Tjuta, Watarrka National Park, Alice Springs and Central Australia ensuring a high-quality participant experience.
- Maintained vehicle safety and cleanliness, adhering to regulations and standards.
- Adapted to remote and challenging conditions while prioritizing guest safety and comfort.
Tours Coordinator
Australian Pacific Touring
01.2011 - 12.2011
- Coordinated and scheduled daily tours across Central Australia, ensuring smooth logistics, timely departures, and a positive guest experience.
- Liaised with key stakeholders, including transport providers, accommodation venues, local tourism operators, and internal departments, to ensure seamless tour delivery and client satisfaction.
- Prepared and distributed daily tour manifests, including guest lists, schedules, and logistical requirements to tour drivers and guides, ensuring all participants and staff had accurate, up-to-date information.
- Handled a range of administrative tasks, such as managing bookings, responding to guest inquiries, processing paperwork, and supporting the operations team with reporting and office coordination.
Event F&B Attendant
Millennium Hotel
Rotorua
01.2008 - 11.2010
- Assisted with setting up and packing down food and drink stations for events.
- Delivered prompt and friendly service, ensuring guests' needs were met throughout the event.
- Managed food and beverage supplies, making sure service ran smoothly and guests were well taken care of.
- Maintained clean and organized service areas, upholding health and safety standards.
Education
Bachelor of Management Studies - Human Resource Management, Strategic Management
University of Waikato
Certificate in Tour Guiding -
Charles Darwin University
Senior First Aid Certificate - including CPR
Heavy Rigid Licence -
Skills
- Excellent Time Management
- Strong Work Ethic
- Leadership & People Management
- Team Player
- Problem Solving & Proactive Approach
- Effective Communication
Hobbies and Interests
- Bird watching
- Active lifestyle
- Travel
References
- Anthony Cleary, General Manager, Horizontal Falls Seaplane Adventures
- Adam Zammit, Tour Delivery Manager, Collette Vacations
Timeline
Operations Manager, Guest Experience
Horizontal Falls Seaplane Adventures
06.2024 - 06.2025
Tour Manager
Collette Vacations
11.2023 - 04.2024
Senior Reservations Consultant
Horizontal Falls Seaplane Adventures
10.2022 - 10.2023
Operations and Sales Manager
Seaway Kayaking Tours
12.2020 - 06.2021
Senior VIP Concierge
Intercontinental Hotel Group
06.2018 - 06.2019
Driver/Guide
AAT Kings
01.2012 - 03.2017
Tours Coordinator
Australian Pacific Touring
01.2011 - 12.2011
Event F&B Attendant
Millennium Hotel
01.2008 - 11.2010
Bachelor of Management Studies - Human Resource Management, Strategic Management
University of Waikato
Certificate in Tour Guiding -
Charles Darwin University