Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melanie Wenko

Centre Manager
Mid Levels

Summary

Experienced professional with over 18 years of diverse industry expertise, specialising in the hospitality sector. Skilled in leading and managing teams, I thrive in roles that allow me to utilise my dedication, hard work, and exceptional organisational abilities. Seeking projects and tasks that promote personal and professional growth, I am committed to guiding others towards their own success. With excellent communication skills and a friendly demeanour, I foster collaborative environments, building long-lasting relationships. Embracing challenges, I consistently strive to deliver exceptional performance.

Overview

15
15
years of professional experience
2
2
Languages

Work History

Centre Manager

The Great Room OTP Limited
05.2022 - Current
  • Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.
  • Coordinated events and promotions at the center, generating increased foot traffic and sales revenue through targeted marketing efforts.
  • Developed and maintained strong relationships with key stakeholders, ensuring smooth communication and collaboration across departments.
  • Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
  • Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
  • Established performance metrics and conducted regular evaluations to identify areas for improvement and drive continuous growth.
  • Maintained accurate records of all transactions at the center, ensuring transparency in financial reporting for internal stakeholders.
  • Ensured compliance with all relevant regulations, maintaining a safe and secure environment for staff members and clients alike.
  • Increased employee productivity by providing comprehensive training programs and fostering a supportive work environment.
  • Implemented cost-saving measures to reduce operational expenses while maintaining high-quality services for clients.
  • Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives.
  • Checked facility, employee work and service levels to maintain compliance with company and industry standards.
  • Directed work of [Type] teams to deliver exceptional client experiences.
  • Spearheaded process improvements, leading to enhanced efficiency in service delivery and increased customer loyalty.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Assisted in recruiting, hiring and training of team members.
  • Interacted well with customers to build connections and nurture relationships.
  • Reported issues to higher management with great detail.

COMMUNITY MANAGER

MINDISH - MODERN MENTAL WELLNESS CLINIC
12.2021 - 05.2022
  • Curated the overall member experience from scratch alongside the owners wishes
  • Responsible for compiling training manuals, writing company Standard Operation Procedures, and updating the Employee Handbook and Code of Conduct
  • Conducted training sessions for new and existing staff
  • Conducted interviews and hired new employees
  • Organised and executed Events
  • Collaborated with cross-functional teams, optimizing marketing initiatives that supported community growth.
  • Provided exceptional customer service through prompt responses to inquiries from both existing members and prospective clients

CUSTOMER SUCCESS COORDINATOR (APAC)

SEVENROOMS - B2B TABLE MANAGEMENT PLATFORM
12.2019 - 6 2020
  • Assisted new clients post-sale with onboarding onto the SevenRooms platform
  • Guided clients through the initial setup, configuration process, and data migration
  • Advised and recommended restaurant operators on how to use the SevenRooms platform to run service and operations smoother
  • Conducted online web training and Q&A sessions
  • Assisted the in-house Customer Support team in answering and assisting clients with any technical issues or problems they may encounter in an efficient and professional manner
  • Checked in and managed existing client accounts to ensure that they were utilising the platform to the best of their needs and advised of any new functionalities that may improve their operation.

RECEPTION MANAGER

SMOKE & BARREL - RESTAURANT
08.2020 - 06.2021
  • Oversaw the project management during the construction phase and worked closely with contractors and suppliers to ensure things were completed according to the outlined timeline
  • Curated the member experience and established all standard operating procedures to ensure that all members and guests visiting the clinic received a consistently high level of service
  • Conducted tours for prospective members and guests to understand the concept and USP
  • Managed the day-to-day operations and addressed maintenance issues
  • Responded to any enquiries, complaints, and incidents
  • Carefully planned and executed member events from start to finish
  • This included but was not limited to sending out invitations, arranging setup requirements, welcoming attendees (in-person and virtually), and ensuring everything ran to schedule
  • Arranged the monthly meditation programming
  • Communicated with all contractors regularly to update them on any newly enforced company regulations and to confirm their monthly availability
  • Managed the mindish website so that all information was relevant
  • Set up membership contracts and ran secondary checks to ensure that all required documents had been signed and collected from the member
  • Supervised and trained the Housekeeper to consistently maintain the highest level of cleanliness and sanitation standards
  • Conducted onboarding sessions with new staff members and practitioners for them to understand the House Rules, SOPs, and mindish approach, in addition to arranging all admin related documents and setting up of their individual accounts on supporting systems such as Mindbody and Google mail
  • Liaise with the Personal Growth Manager to grow and maintain member relationships and execute member requests
  • Run payroll reports and prepare payment statements for contracted staff
  • Execute other ad hoc tasks as requested by the founder.

SENIOR TICKETING & HOSPITALITY MANAGER

FORMULA ELECTRIC RACING (HONG KONG) LIMITED
07.2018 - 10.2019
  • Responsible for training Reservation teams at all Maximal outlets to ensure high level of professionalism and customer service is maintained
  • Hired and conducted inductions for new staff members within the reception team
  • Handled guest complaints and feedback for all Maximal outlets
  • Part of the opening team for 'Double D' and 'Mercedes me' restaurants
  • In charge of shareholder relations
  • Updated of the reservations training manual
  • Personally took care of VIPs, high profile guests and celebrities.

BUSINESS DEVELOPMENT & HOSPITALITY MANAGER

FORMULA ELECTRIC RACING (HONG KONG) LIMITED
11.2016 - 06.2018
  • Main contact for all ticketing and hospitality related matters for the Hong Kong EPrix
  • Worked closely with the Marketing team to determine ticket pricing, packages, and sales strategy
  • Conducted daily communication with HQ on guidelines and budgets to ensure project timelines are met
  • Liaised with global and local clients, sponsors and partners with regard to hospitality experiences, special requests, and fulfilment of their entitlements
  • Ongoing management of the ticket inventory, set up of online ticketing platform and creation of e-ticket designs
  • Lead briefing sessions for all hostesses, brand ambassadors and volunteers to guarantee outstanding customer service
  • Conducted food tasting and oversaw the management of all catering in hospitality tents, Media Centre, Team & Crew Catering and Jaguar iPace Centre
  • Executed and managed of all VIP tents on Race day.

SALES & HOSPITALITY MANAGER

FORMULA ELECTRIC RACING (HONG KONG) LIMITED
07.2016 - 10.2016
  • Assisted in the creation of sales/sponsorship decks and hospitality packages
  • Lead and managed the set up of the ticket platform via Ticketflap
  • Worked alongside the graphic designer to create ticket designs and ticket content
  • Worked closely with MSB Concepts agency on setting up of the Public Ticket Ballot
  • Maintained good relationships with global partners, auto brands and sponsors to assist with any ticket/hospitality needs and requests
  • Managed of general enquiries via email and social media posts
  • Oversaw the set up of the official website to ensure that global brand guidelines are maintained
  • Managed of the VIP hospitality operations on race day - Corporate Suite and EMOTION Club
  • Compiled event overview and debrief documents to communicate to our global team, internal team, contractors and suppliers.

GROUP SERVICES MANAGER

KEE PRIVATE MEMBERS CLUB, HONG KONG
11.2015 - 06.2016
  • Drove and maximised sales by pitching the brand to potential prospect clients in terms of hospitality packages, activation booths, and other sales products
  • Worked closely with the CEO, Sponsorship Manager, and Operations team to drive growth through sales, while managing tickets, Sales inventory, and revenue
  • Assisted with clients and partner enquiries and special requests prior to and during the event
  • Conducted food tasting with Conrad Hotel to ensure quality and choice of dishes exceeds guest expectations
  • Managed the seating plan and layout of EMOTION Club (VIP tent - capacity of 3,000 high profile guests)
  • Hiring of hostesses and local brand ambassadors to guarantee the highest level of service and conducting of briefing prior to the event
  • In charge of EMOTION Club operation and liaised with contractors and global team to ensured everything is ran smoothly and that guest expectations were exceeded.

GUEST RELATIONS MANAGER

MAXIMAL CONCEPTS, HONG KONG
01.2015 - 11.2015
  • Responsible for training Reservation teams at all Maximal outlets to ensure high level of professionalism and customer service is maintained
  • Hired and conducted inductions for new staff members within the reception team
  • Handled guest complaints and feedback for all Maximal outlets
  • Part of the opening team for 'Double D' and 'Mercedes me' restaurants
  • In charge of shareholder relations
  • Updated of the reservations training manual
  • Personally took care of VIPs, high profile guests and celebrities.

Restaurant Manager

Oolaa Restaurant By Castelo Concepts
07.2014 - 12.2014

Guest Experience Assistant

The Upper House
07.2013 - 07.2014

Lead in Operations

Abercrombie & Fitch
09.2012 - 06.2013

Front Office Guest Services Officer

Park Hyatt Sydney
08.2009 - 08.2011

Education

Bachelor of Commerce - Hospitality And Tourism Management

University of New England
12.2008

Advanced Diploma - Hospitality Management

Blue Mountains Hotel School
Leura, New South Wales, Australia
12.2007

Diploma - Hospitality Management

Blue Mountains Hotel School
Leura, New South Wales, Australia

Secondary High School Education - A Levels

German Swiss International School
Hong Kong

Skills

  • Customer Service Management & Retention
  • Recruitment & Onboarding
  • Customer Service Management & Retention
  • Organisational Skills
  • Problem-solving abilities
  • Operations & Facility Management
  • Staff Training / Development
  • Financial Reporting & Cost Control
  • Attention to Detail
  • Multitasking abilities
  • Staff Leadership

Timeline

Centre Manager

The Great Room OTP Limited
05.2022 - Current

COMMUNITY MANAGER

MINDISH - MODERN MENTAL WELLNESS CLINIC
12.2021 - 05.2022

RECEPTION MANAGER

SMOKE & BARREL - RESTAURANT
08.2020 - 06.2021

CUSTOMER SUCCESS COORDINATOR (APAC)

SEVENROOMS - B2B TABLE MANAGEMENT PLATFORM
12.2019 - 6 2020

SENIOR TICKETING & HOSPITALITY MANAGER

FORMULA ELECTRIC RACING (HONG KONG) LIMITED
07.2018 - 10.2019

BUSINESS DEVELOPMENT & HOSPITALITY MANAGER

FORMULA ELECTRIC RACING (HONG KONG) LIMITED
11.2016 - 06.2018

SALES & HOSPITALITY MANAGER

FORMULA ELECTRIC RACING (HONG KONG) LIMITED
07.2016 - 10.2016

GROUP SERVICES MANAGER

KEE PRIVATE MEMBERS CLUB, HONG KONG
11.2015 - 06.2016

GUEST RELATIONS MANAGER

MAXIMAL CONCEPTS, HONG KONG
01.2015 - 11.2015

Restaurant Manager

Oolaa Restaurant By Castelo Concepts
07.2014 - 12.2014

Guest Experience Assistant

The Upper House
07.2013 - 07.2014

Lead in Operations

Abercrombie & Fitch
09.2012 - 06.2013

Front Office Guest Services Officer

Park Hyatt Sydney
08.2009 - 08.2011

Bachelor of Commerce - Hospitality And Tourism Management

University of New England

Advanced Diploma - Hospitality Management

Blue Mountains Hotel School

Diploma - Hospitality Management

Blue Mountains Hotel School

Secondary High School Education - A Levels

German Swiss International School

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Melanie WenkoCentre Manager