Eloise Rankin

Experience

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  IHG Hotels & Resorts

  Aug 2008 - Dec 2013

  Various roles

  Holiday Inn Brisbane - Various roles in Food & Beverage, Front Office, Sales & Marketing, alongside full-time secondary education followed by full-time tertiary education.

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  Shangri-La Hotels and Resorts

  Dec 2013 - Nov 2018

  - Appointed to assist in the official brand relaunching of Shangri-La Al Husn Resort & Spa as a private standalone luxury resort- Built relationships with customers based on trust, by personally handling all aspects of their staying experience - Consistently maintained above 80% excellence in arrival and departure scores by analysing and taking action on TrustYou survey scores- Reached the #1 position on Trip Advisor ahead of 74 hotels in the region- Exceeded 90% monthly occupancy in November 2017 for the first time in 6 years- Project managed the relaunch of the hotel by reassigning all tasks in all departments within the front office- Increased room revenue by implementing the incentive-based TSA upselling program and associated standards of procedure Show less - 16-month practical and theoretical process to accelerate the development of my skills and experience - 3-month exposure to all areas of the hotel with 3 weeks at the Shangri-La Academy in Shenzhen- Reopened the Horizon Club (90 executive rooms and club lounge) after an $8 million renovation- While a member of the Quality Improvement team, the hotel achieved their highest guest satisfaction score of 96% In the final phases of the program I experienced different roles within the Rooms Division such as Senior Receptionist, Rooms Controller, Duty Manager and Acting Horizon Club Manager. Show less

  • Assistant Front Office Manager

    Aug 2017 - Nov 2018

  • Service Manager - Front Office

    May 2016 - Aug 2017

  • Service Leader - Front Office

    Nov 2015 - May 2016

  • Corporate Trainee

    Aug 2014 - Nov 2015

  • Guest Relations Officer

    Dec 2013 - Aug 2014
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  The University of Queensland

  Jan 2019 - Nov 2019

  MBA Candidate

  - The intensive-mode MBA required full-time commitment in order to complete the program within 1 year. - High Distinction awarded in Innovation Leadership, Business Economics, Operations Design, Human Resources, Marketing, Industry Engagement Capstone. - 3-month Internship with an order ahead App, working on marketing strategy and expansion projects.

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  InterContinental Hotels & Resorts

  Nov 2019 - May 2022

  - Leads a team of 35+ colleagues requiring a dynamic leadership approach to achieve department KPIs set internally and above property. - Oversees a complex arrival and departure experience with unique logistics challenges of a private island resort including transport via luxury vessel, helicopter, and private vessel. - Analyses and presents departmental P&L to Executive Leadership and Ownership Group. - Effectively manages expenses for the Rooms Division contributing to 76%-83% profitability.- Led initiatives to achieve a record 90% Heartbeat score for Overall Guest Experience in September 2021. - Proactively fosters a collaborative relationship with key stakeholders on-island and off-island to optimise efficiency and develop cohesion for product delivery and service offerings. Focussed on strategic marketing initiatives, revenue optimisation strategies, technology, and new developments. - Collaborates with the wider Hayman Commercial team to prepare operational plan for the new development of accommodation, the Hayman Pavilions. Show less - Appointed as the inaugural Guest Experience Manager of the resort, tasked with curating the end to end staying experience of the guests occupying the premium rate rooms of the resort's portfolio. - The room rates are in excess of $3000-$10,000 per night resulting in extremely high guest expectations that must be met by me and my team. - I lead a team of 8 'My Concierge'. The main function of 'My Concierge' is to anticipate guest needs and respond to guest requests, assisting with making bookings, confirming reservations or responding to out-of-the-box requests during their stay. My Concierge ensure Guest satisfaction by paying attention to the smallest details, from pre-arrival to post-departure. - I am directly responsible for managing my team and department as an independent business unit within Guest Services, including wages and expenses.- Since the commencement of my role, I have effectively controlled and reduced overtime by flexing the hours according to a 4 week pay cycle, depending on operational requirements. This effective management has resulted in healthier profitability of the overall department. - A further element of my role is to be an on site representative for the island's owners, Mulpha, and conduct site inspections of the Hayman Estates to prospective buyers. - The Hayman Estates are a collection of private residences priced at $10 million. - I liaise directly with the Construction and Property Development Manager of Mulpha, as well as the General Manager of Sales and Development in order to complete any tasks relating to the Hayman Estates. Show less

  • Front Office Manager

    Aug 2020 - May 2022

  • Guest Experience Manager

    Nov 2019 - Aug 2020
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  Hub OS

  May 2022 - now

  - Seasoned Sales and Implementation Manager adept at managing concurrent implementations across all 6 states and 2 territories in Australia & New Zealand, overseeing system configuration, leading progress calls, facilitating virtual and on-site training, and orchestrating effective discovery calls for optimal customer success.- Proven leader spearheading transformative operational change during on-site implementation weeks, steering cross-departmental teams of 150+ individuals through seamless transitions. Hands-on in providing operational consultation, offering steadfast support for change, and ensuring the optimal efficacy of software implementations.- Ambitiously navigating the entire sales cycle, from strategic prospecting and engaging sales demos to comprehensive system demonstrations, skillful pricing negotiations, and meticulous contract finalisation, ensuring seamless and successful partnerships. Show less

  • Head of Sales and Customer Success - ANZSP

    Sept 2024 - now

  • Sales and Implementation Manager

    May 2022 - Sept 2024