General Manager – Pet Let Holiday Homes Pty Ltd | March 2023 – June 9, 2026
Oversee all Philippines-based operations including Guest Services, Operations, Marketing, Accounts, HR support, and
Systems Administration.
• Lead and manage cross-functional teams to ensure alignment with company objectives and operational KPIs.
• Collaborate directly with Directors and Team Leaders on staffing, recruitment, workforce planning, and
performance management.
• Annual remuneration discussion with CEO
• Drive process improvement initiatives and strengthen system integration across departments.
• Oversee IT coordination, website management, software platforms, and operational tools.
• Manage property onboarding and listing optimization across Airbnb, VRBO, Newbook, and -----------.
• Handle calendar synchronization, system migrations, SpokePhone transitions, and new technology deployments.
• Implement AI-driven timelines and workflow improvements to enhance efficiency.
• Manage internal communications including guest and owner newsletters.
• Serve as system administrator for Zoho, Hubstaff, Moosend, and related platforms.
• Support revenue management and occupancy strategies in collaboration with leadership.
Guest Services Team Leader – Pet Let Holiday Homes Pty Ltd | Feb 2021 – March 2023
Led the Guest Services team with a focus on operational excellence, staff development, and delivering high-quality guest
experiences across all properties.
• Coached, motivated, and managed guest services staff to ensure accurate and timely completion of tasks.
• Conducted performance management including reviews, corrective actions, and preventive measures to address
recurring errors.
• Resolved escalated guest and operational issues, implementing strategies to prevent recurrence.
• Supervised all guest communications across SMS, email, and chat channels, ensuring professional and timely
responses including guest reviews.
• Coordinated onboarding of new properties and trained staff on updated processes and systems.
• Developed and innovated workflows and processes to improve team efficiency and service quality.
• Supported booking activities and contributed to marketing efforts (newsletters, featured properties) to maximize
occupancy.
• Liaised with Accounting, Operations, and other cross-functional teams to ensure seamless coordination.
• Monitored performance reports and maintained up-to-date process documentation and GST Manuals.
• Collaborated with Management, Quality, and Process Improvement teams to develop new processes aligned with
company growth.
• Participated in shortlisting, screening, interviewing, and onboarding of new local tea-----------mbers; conducted annual
staff reviews
Guest Services Coordinator – Pet Let Holiday Homes Pty Ltd | Feb 2018 – Jan 2021
• Manage guest inquiries, booking requests, reservations, modifications, and cancellations across all booking platforms
while maintaining high service standards.
• Provide exceptional guest support by handling complaints, resolving issues, coordinating with property owners and
service providers, and escalating matters when necessary.
• Maintain accurate reservation records, property information, rates, availability calendars, and listings across multiple
platforms including Airbnb, VRBO, and the property management system.
• Complete administrative tasks such as GST processing, booking documentation, data updates, reporting, and task
tracking in accordance with company procedures.
• Support business operations through quality assurance, process improvement initiatives, revenue management
activities, and special projects while ensuring compliance with company policies and procedures.
New Business Support and Masterfile Team Leader (-----------)
Results-driven and highly experienced Operations and Team Leader with over 6 years of progressive experience in customer service, merchant onboarding, account management, and payment processing within a global financial services environment. Proven track record in leading and developing high-performing teams of 10–15 members while consistently achieving key performance metrics including SLA, quality, productivity, and compliance standards. Strong background in escalation management, process improvement, performance coaching, and stakeholder coordination across multiple international markets. Experienced in AMLA compliance, credit checking, ISO standards adherence, and system implementation support. Recognized for sound decision-making, leadership capability, and commitment to delivering operational excellence and superior service quality.
