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Professional Status

Employed
Open to opportunities

About Me

With more than 30 years experience in the service industry, I am a true generalist, with extensive skills and experience in all facets of the hospitality industry.

Having worked across many different accommodation types from city based casino properties, to luxury resorts in remote locations, I have gained experience in all areas of hotel operations.

This experience, balanced with strong financial acumen, and excellent human resource skills underpinning a situational leadership style whilst being creative and innovative enables me to excel in my chosen field.

Melanie Ann Smith

Experience

Vice President of Club Operations

Anantara Vacation Club
Since January 2015
  • Responsible for overall management of all aspects of the Club with 7000+ owners. This includes the Owner Call Centre, overseeing the operation of seven Club Resorts across Indonesia, Thailand, New Zealand and China, Club Marketing & Communications, and management of all partner programs and affiliates.
  • Awarded MINOR Chairman's Award for Excellence 2015

Group Director of Club Operations

Anantara Vacation Club
June 2013 to December 2014
  • Promoted into this role to oversee the overall Club Operations of both South and North East Asia
  • Responsibilities include the Owner Call Centre, overseeing the operation of six Club Resorts across Indonesia, Thailand, New Zealand and China, Club Marketing & Communications, and management of all partner programs and affiliates.

Director of Resort Operations and Club Services

Anantara Vacation Club
June 2012 to May 2013
  • Anantara Vacation Club is a collection of luxurious shared-ownership villas and apartments located in a variety of resort destinations for the use of its owners.
  • This role is responsible for the regional multi-property management of all Club Inventory, including Resorts in Bali, Koh Samui, Bangkok, Phuket, China and Queenstown, including revenue management, product innovation and adherence to brand and quality standards.
  • This role is also responsible for managing the Owner Servicing Call Centre (based in Bangkok, Thailand, with a satellite office in Shanghai), for 3000+ owners. Delivering on Owner's service expectations and managing partner relationships are key responsibilities of this role.
  • Awarded Anantara Vacation Club CEO Award 2012

Director Of Resort Operations

Anantara Vacation Club
March 2012 to June 2012
  • Responsible for the regional multi-property management of all Club Inventory, including Resorts in Bali, Koh Samui, Bangkok, Phuket, China and Queenstown, including revenue management, product innovation and adherence to brand and quality standards.

General Manager

Anantara Bangkok Sathorn
April 2011 to March 2012
  • Located in the heart of Bangkok, moments from the city’s business and shopping hubs, Anantara Bangkok Sathorn hotel provides the perfect urban sanctuary for both leisure and business travellers.
  • The impeccably designed 37 floor twin tower structure contains the finest in Bangkok hotel services. With 425 hotel rooms and serviced apartments, with one all day dining outlet, pool bar, spa, and meeting facilities this hotel caters for guests from all geographical and market segments.
  • Starting at this hotel shortly after it was rebranded from a standalone locally managed hotel running at 23% I successfully delivered a positive GOP within eight weeks and grew occupancies to 73% by year end, whilst delivering high Guest and Staff satisfaction results.
  • Awarded MINOR Chairman’s Award for Excellence - 2011

Hotel Manager

Eaton Smart Hotel
March 2008 to April 2011
  • As Hotel Manager, reporting to the Regional Vice President, I was responsible for the overall management of the 465 rooms, 7 Food and Beverage outlets, 12 meeting rooms, 172 serviced apartments, 3 stand alone "Starbucks style" coffee shops and 1 stand alone Chinese Restaurant.
  • I successfully managed this Hotel through the Global Financial Crisis whilst still ensuring outstanding results for all stakeholders.
  • During my tenure the hotel underwent three separate renovation projects of both rooms and public areas, which I project managed achieving on time and on budget results.
  • Increased profitability, reduced staff turnover and increased guest satisfaction were some of my key achievements.

Hotel Manager

Langham Place Koh Lanta
October 2007 to March 2008
  • As Hotel Manager, reporting to the Regional Vice President, I was responsible for the overall management of the 192 rooms, 5 Food and Beverage outlets, and Spa.
  • My key focus initially was to rebrand this hotel from a standalone , locally managed hotel to form part of Langham Hotel Group’s International portfolio.
  • In this capacity I was responsible for retraining the existing staff and recruiting new staff, improving the product and facilities to meet LHG guidelines, implementing Brand Standards, developing Sales & Marketing strategies and action plans to deliver budgeted occupancies and revenues, and delivering on guest expectations.

Crowne Meetings Director

Crowne Plaza Terrigal
April 2006 to October 2007
  • Offering 199 spacious rooms, a signature restaurant and two bars, and with 13 versatile rooms catering for meetings from 10 to 450 people this hotel is one of the leading leisure and MICE hotels in NSW.
  • As Crowne Meetings Director , reporting to the General Manger I was responsible for managing the MICE team from both a Sales & Marketing perspective, and also coordination of all events.
  • During my tenure in this position we increased the MICE business by 150%, increasing both revenues and profitability significantly.
  • My success in this role ensured the delivery of high levels of guest satisfaction, whilst maximizing returns for stakeholders .

Marketing Manager

Crowne Plaza Terrigal
June 2004 to March 2006
  • As Marketing Manager of Crowne Plaza Terrigal I was responsible for all aspects of marketing this hotel, including 7 Food and Beverage outlets, Tea Tree Spa, 13 meeting rooms and accommodation.
  • This included managing relationships with outside suppliers, negotiating and contracting with providers of advertising space, coordinating Public Relations and Events, and working within tight timeframes to achieve deadlines.
  • Whilst in this role I was also responsible for managing the proactive sales development team.

Business Development Executive

Crowne Plaza Terrigal
July 2003 to May 2004
  • Responsible for proactive sales development to increase MICE business into the 13 meeting rooms at this hotel.
  • This was achieved through telemarketing, direct mail, hosting site inspections and famils and attending networking events.
  • During my tenure I built the locally based sales team from zero to three, and successfully increased revenues from the MICE segment

Services Manager

Mayne Health
October 2001 to November 2002
  • As Services Manager I was responsible for providing the highest levels of Housekeeping, Catering, Engineering and Security Services across four geographically separated private hospitals in Newcastle and the Central Coast.
  • Initially brought in to innovate the traditional model of service provision in private hospitals my objective was to move to a more customer focused delivery whilst still working within budgeted guidelines.
  • I was successfully able to implement a number of service initiatives and changes to workflow that resulted in increased patient satisfaction and had a positive impact on expenses.

Rooms Division Manager

Star City Casino
March 1999 to September 2001
  • As Rooms Division Manager, reporting to the Hotel General Manager, I was responsible for the overall management of the Front Office, Concierge, Call Centre, Reservations, and Housekeeping operation of this 400+ room (hotel rooms and apartments), 5 star Casino Hotel.

Rooms Division Manager

Sky City Auckland
September 1996 to March 1999
  • Initially employed as the Executive Housekeeper I was promoted shortly after to the position of Rooms Division Manager.
  • Reporting directly to the Hotel General Manager, I was responsible for Front Office, Concierge, Call Centre, Reservations, and Housekeeping operations of this 300 + room, 5 star Casino Hotel

Pre-opening Assistance

Sheraton Bandara, Jakarta
March 1996 to September 1996
  • Assisted with pre-opening support of Housekeeping and Front Office for 5 star 200 + room hotel located at Jakarta Airport

Various Rooms Division Roles

Sheraton Sydney Airport Hotel
April 1992 to April 1996
  • Responsible for Front Office and Housekeeping Operations, including Reservations, Concierge, and Star Customer Service of this 5 star, 300+ room airport hotel
  • I started here as a Guest Service Agent, progressing to Shift Leader, Assistant Front Office Manager, Executive Housekeeper, and Front Office Manager.

Guest Service Agent

Sheraton Mirage Port Douglas
March 1989 to September 1991
  • Specialised in providing 5 star guest experiences to the Japanese market, whilst performing all duties of a Front Desk agent, of this 300+ room, 5 star luxury resort in Far North Queensland, Australia

Education

Bachelor of Business

Open Polytechnic of New Zealand (distance learning)
March 1996 to March 2001

Deferred

Rotary Exchange Student

Kuwana High School, Mie Ken , Japan
January 1986 to December 1986

Higher School Certificate

Lisarow High School
January 1980 to December 1985

Higher School Certificate - Matriculated in English, Mathematics, Geography, Biology and Economics

Interests

  • I enjoy visiting new countries and immersing myself in the local culture whilst meeting new people and experiencing their way of life
  • I enjoy watching live shows, whether it be ballet, concerts or stage plays, from amateur school productions to professional events. It stimulates the senses and evokes thoughts and emotions that allow me to experience something new.
  • I love to write. Both professionally and personally.

Skills

  • General Management Experience
  • Rooms Division and Food & Beverage Operations Experience
  • Pre-opening & Re-branding Experience
  • Project Management of Renovation and Refurbishment Programs
  • Owner Relations and Presentations
  • Sales & Marketing Experience
  • Management of Call Centre Operations
  • IDeaS Revenue Management System
  • Implementation and Training of Revenue Management techniques
  • Integrated Pricing (EZYield)
  • Management of Owner Servicing Centre
  • Management of Affiliated Clubs Programs
  • Management of all Club Marketing & Communications
  • Management of Club Resort Inventory
  • Leadership and Strategic Planning for Global Sales Offices
  • Creation and Deployment of Marketing Collateral to drive revenues
  • Development and Deployment of eMarketing
  • Corporate Contracting and Negotiations
  • Fidelio Sales System Deployment, Training and Management
  • Customer Relationship Management -Delphi Sales System Deployment, Training and Management
  • Development and control of Business Unit budgets
  • Expert in cost minimalisation and revenue generation
  • Productivity analysis
  • Forecasting, analysis, and reporting
  • Total Quality Management
  • Process Improvement
  • Survey Design, Implementation and Analysis
  • Development of Organisational Strategy for Increased Customer Satisfaction, Employee Engagement and Improved Financial Results
  • Collection, Analysis and Review of Data for Balanced Scorecard
  • Microsoft Office - Including Word, Excel, PowerPoint, Outlook 365
  • Property Management Systems - Including Opera, Fidelio, SPI
  • Survey Monkey
  • Mailchimp
  • Salesforce
  • Zendesk
  • Easy Test Maker
  • Market Metrix
  • Brand Audits - LRA & LQA
  • TQM