Recruitment Assistant / Talent Sourcer & Guesthouse Manager - Flying Dutchman Enterprises Pty Ltd & Villa the Flying Dutchman
(2025-04)
- Leading recruitment processes for a variety of roles, with full hands-on ownership
- Proactively source candidates through PNET and additional channels
- Work closely with hiring managers, managing roles remotely and across multiple time zones
- Partner with hiring managers to understand hiring needs and provide relevant market insights
- Take an active part in the onboarding process and sourcing new talent for international clients
- Build and maintain strong relationships with candidates and internal stakeholders
- Support and promote employer branding initiatives, both internally and externally
- Manage guest check-ins/check-outs, reservations (via booking systems like Lekker Slaap, booking.com), and daily occupancy
- Deliver outstanding guest experiences: handle inquiries, special requests, complaints, and service recovery with professionalism
- Oversee housekeeping standards, room readiness, cleanliness of common areas, and maintenance coordination
- Supervise and train a small team (mostly housekeeping) to maintain high service levels
- Handle administrative tasks: stock control, supplier coordination, invoicing, reporting, and basic financial oversight
- Ensure compliance with health, safety, and tourism regulations
- Promote the guesthouse through guest feedback, online reviews, and social media engagement
Lead Associate - WNS
(2023-05 - 2024-05)
- Mentor to junior associates ensuring knowledge transfer and skill enhancement
- Address escalations and provide real-time support to team members to meet performance metrics
- Improve customer service and satisfaction through process optimization and effective communication
- Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact
- Identified and understood customer needs in order to provide a consistently high-quality service
- Effectively promoting the client's products and enhance customer experience and loyalty
- Providing accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service
- Escalating any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner
- Ensuring that action is taken to increase customer retention, loyalty and build a credible reputation
- Operate customer related information systems to the required standard maintaining accurate and secure records
- Resolved complex customer inquires and complaints with professionalism and efficiency
- Supported the team in achieving service-level agreements (SLAs) and quality assurance standards
Commercial Change Booker (British Airways) - Capita SA, Maitland - Maitland
(2020-10 - 2021-06)
- Assisting passengers with the rebooking and cancellations for their existing flights
- Providing passengers with general information regarding the rules and restrictions on traveling during Covid-19
- Referring to the UK Government website for validation on travel rules and restrictions
- Getting in contact with travel agents for more information on passengers who booked through third party agent
- Assist in creating a brand-new booking whilst passenger is on the call
- Always attempting to de-escalate if the call comes through as a complaint or if the passenger is not completely satisfied
- Ensuring that I was always educating passengers on how to make changes on the British Airways website
Customer Correspondence Agent (Carphone Warehouse) - Capita SA, Maitland - Maitland
(2018-11 - 2020-10)
- Communicating with customers through email correspondence
- Dealing with high level complaints
- Receiving inbound calls from customers & making outbound calls to customers when necessary
- Assist customers with queries via live webchat
