Kellie Sternberg

- Providing comprehensive, high quality Business Management to the Managing Director. - Designing and implementing business plans and strategies to promote the attainment of business goals. - Design operational programs that achieve organisational objectives as per business plan. - Manage employee activities, providing suitable training where applicable. - Employee recruitment. - Establish and grow relationships with relevant partners. - HSEQ Management. - Marketing and Public Relations.

Delivering Digital Marketing, Communications and Business Development function for Cafs, I provide support to Marketing and Communication . In my role I am responsible for the setup, management and performance of Cafs digital presence and data assets. This includes Cafs Wordpress website, Google Ad accounts, Mailchimp email marketing, Microsoft Dynamics CRM, all social media platforms as well as content creation. I am responsible for developing strong and supportive mutual relationship with funding bodies, suppliers, service providers and other key stakeholders. This involves working with community, local commerce and local Government. With expertise in Event Management, I lead all Cafs external and internal events. I am responsible for the fundraising and donation appeal planning, coordination and reporting. This included management of the philanthropic funding, bequest and grant coordination. Accountable for internal and external communication, including working with media.

My purpose in this role was to educate, develop, and implement digital marketing strategies for local Ballarat businesses, as well as state businesses in Victoria. From when I started in this role in March 2019 I consistently exceeded my revenue KPI targets month on month. I maintained a 100% retention rate with the portfolio of businesses I managed. (Prior to COVID-19). To achieve my KPIs I worked with new businesses each month, where I was required to develop rapport with business owners, gain a deep understanding of their business operations using data analytics in order to provide them a tailored digital strategy.

In this role I was responsible for growing and maintaining advertising revenue with the successful selling of print and digital products to local businesses. As part of The Courier Ballarat local sales team, I represented Ballarat west territory, including all of Ballarat’s major media agencies. In 2019, I was awarded The Courier's 'Sales Person of the Year'. Paramount to my success in this role I successfully developed relationships with new and existing clients to The Courier, of which since I commenced in this role in July 2018 I managed an average of 15 appointments per week, while exceeding my KPI targets by 15%. As part of my development plan I was responsible for onboarding and mentoring newer members of the team.

This role consisted of a combination of proactive sales, and reactive sales management to support the needs of the team and business.

Responsible for the conversion of short lead business received for conferences & events to be held in the next 0-12 months.

•Act as the Hotel Representative in the absence of the General Manager across all departments •Provide exceptionally friendly yet professional service to all guests •Process and assist with check-in, check-out of guests, and guest enquiries, ensuring all procedures are adhered to with a smile •Lead by example, driving customer service standards at all times •Actively own and resolve complaints and challenges presented by customers •Provide guidance, support training and leadership to all employees •Monitor training and offer guidance to staff members whilst on shift •Assist in all areas of the Hotel during peak times, bringing a smile and attentive service to any guest who may be waiting

As a Part Time Front Office Supervisor my responsibilities evolved from when I was a Front Office All-Rounder. In addition to interacting with customers, handling guest’s complaints, constructing reservations and assisting with housekeeping I was also the leader for other front office staff. In this position I the liaised between front office staff and higher management. Additionally I also trained all new staff in the daily front office operations including but not limited to Opera, Accor’s loyalty programs, Microsoft Word and Outlook to ensure exceptional customer service and hotel product knowledge. Since May 2013 I have also taken on the role as the Day Spa coordinator where I have taken sole responsibility for purchasing products for Spa 407, organising stock take, rostering of staff and also managing spa enquiries and appointments. In lieu of the Assistant Food & Beverage Manager I took on the responsibility of the Hotel Loyalty Ambassador and Communication Officer during front office staff meetings. During monthly staff meetings I was responsible for extracting and presenting data from Medallia, Trust You and the monthly ResaVision results each month as well as the team leader for improving results each month with new KPI’s for the front office team. In conjunction with these tasks I also took on the duty of purchasing stationary products for all hotel staff along with password and log in management. As a Front Office Supervisor I was also nominated by the Novotel Forest Resort Creswick for the Australian Accommodation Achievers Award’s for 2013 in the ‘Employee of the Year’ category where I was successfully crowned the winner.

My duties were food service a la carte, bar work, TAB and gaming operations. In these positions I interacted with customers, organised bookings, handled money, trained staff and hosted functions.