Leanne Mitchell
Nadi,Fiji
Summary
Dynamic leader with a proven track record at Frezco Beverages Pte Ltd, specializing in operations leadership and strategic innovation. Recognized for fostering team motivation and implementing a customer-centric approach, leading to increased brand visibility and improved operational efficiency. Exhibits strong analytical problem-solving skills and effective decision-making capabilities, propelling company objectives with creativity and confidence.
Overview
17
17
years of professional experience
Work History
Operations, Brands & Public Relations Manager
Frezco Beverages Pte Ltd
Nadi
11.2024 - Current
- Created content for press releases, articles, newsletters and other marketing materials.
- Coordinated promotional activities with outside vendors such as event organizers, photographers, designers.
- Managed crisis communications plans and provided counsel on potential issues that may arise in the future.
- Researched and reacted expeditiously to internal and external communications needs.
- Directed internal communications efforts and fostered development of proactive and comprehensive communications programs between leadership team and employees.
- Analyzed competitor's public relations efforts to identify areas of improvement in own strategy.
- Conferred with labor relations managers to develop internal communications, keeping employees informed of company activities.
- Drafted speeches for senior management at industry events or conferences.
- Organized press conferences, media events, interviews, photo shoots and other PR activities.
- Managed crisis communications and emergency response strategies and implementation.
- Engaged influencers from different industries to create awareness about the organization's products and services.
- Managed team personnel, budget and schedule to handle demanding PR requirements.
- Monitored media sources for any relevant industry developments or stories related to the company.
- Provided strategic direction for corporate branding initiatives across various channels such as print, broadcast and digital platforms.
- Identified target audience and developed optimized communication plans to engage and interest individuals.
- Facilitated consumer relations or relationships between managers and employees or different branch offices.
- Developed and implemented public relations strategies to increase brand awareness.
- Collaborated with internal teams such as marketing, sales and customer service to ensure alignment with overall brand objectives.
- Maintained a database of contacts from the media and other industry players which can be used in future campaigns.
- Built and maintained relationships with key consumer and trade media.
- Developed and maintained company corporate image and identity using logos and signage.
- Applied strategic communication strategies and interpersonal skills to develop and maintain high-value business relationships.
- Planned and executed product launches by creating compelling storylines around them.
- Tracked budget expenses related to publicity campaigns, advertising campaigns and special projects.
- Continually maintained and improved company's reputation and positive image by engaging with community members and addressing issues head-on.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Worked with cross-functional teams to achieve goals.
Executive Assistant / Office Manager
Paradise Beverages Fiji Limited
Nawaka, Nadi
01.2023 - Current
- The Office Manager/Executive Assistant is responsible for the smooth operation of the office and for supporting staff in a small and agile organisation
- The position provides high-level executive support to the GM as well as administrative support to the Executive Management Team and day-to-day office management and reception
- Reporting directly to the GM, the role involves confidential, high-level information as well as engagement with government, and stakeholders
- Coordinate diary, email and travel management, prepare correspondence, documents and PowerPoint presentations for the GM
- Liaise with government, and stakeholders, including Ministers Offices and CEOs
- Coordinate staff and Executive members’ travel arrangements
- Provide administrative and logistical support to all aspects of corporate governance, including Board papers, contracts and governance requirements
- Maintain files and registers
- Undertake general office and reception duties (e.g
- Ensure office supplies are replenished and staff are adequately supported in their day-to-day office needs, troubleshoot photocopier, office equipment etc)
Executive Personal Assistant to the Area GM South Pacific
Intercontinental Hotel Group
11.2021 - 01.2023
- Company Overview: Cluster (Intercontinental Fiji Golf Resort & Spa, Grand Pacific Hotel, Holiday Inn Suva, Holiday Inn Vanuatu)
- The Executive Personal Assistant to Area GM, provides assistance in day-to-day work including communication with guests, customers, department heads, clients and suppliers
- Greet persons entering the office, determine nature and purpose of visit, and direct/escort to destination
- Open, read, and prepare answers to routine email and letters
- Manage and oversee diary and calendar
- Assumes full responsibility for all administrative duties in the Executive Office ensuring professional and timely execution of all tasks
- Cluster (Intercontinental Fiji Golf Resort & Spa, Grand Pacific Hotel, Holiday Inn Suva, Holiday Inn Vanuatu)
- Reports directly to and communicates with the Area General Manager on all administrative matters
- In his absence to another member of the Area team
- Cooperates, coordinates and communicates with Department Heads and other inter-departmental secretaries as appropriate
- Collaborate with department heads in development of team and performance through coaching and feedback - recognise good performance on behalf of GM via our recognition program
- Assist in training colleagues to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently
- Recommend or initiate any HR related actions where needed
- Meet and Greet/Interact with guests and outside contacts including, current and potential clients, government officials, travel industry representatives, suppliers, competitors' local community members
- Make sure the hotel delivers the highest level of guest satisfaction through superb guest services and amenities
- Circulation of important information from guest feedback to Heads of Department
- Timely respond to guest complaints and queries on behalf of AGM
Weddings Executive & Events Planning Manager
Marriott International Fiji
04.2019 - 05.2020
- Company Overview: Cluster (Marriott Momi Bay, Sheraton Fiji, Westin Resort & Spa, Sheraton Denarau Villas, Sheraton Tokoriki Island Resort & Spa)
- Key activities include account management, business development, market research, sales prospecting, public relations, customer relationship management, event planning and coordination, logistics oversight, revenue management, and communications
- Prepare proposals for clients and maintain well-organized event records
- Build and maintain working relationships with internal and external partners, and leverage these relationships to deliver innovative and memorable events
- Cluster (Marriott Momi Bay, Sheraton Fiji, Westin Resort & Spa, Sheraton Denarau Villas, Sheraton Tokoriki Island Resort & Spa)
Personal Assistant to the Director
Framesoft (Fiji) Ltd
02.2016 - 12.2018
- First point of contact: dealing with correspondence and phone calls
- Manage diary and organising meetings and appointments, controlling access to the Director
- Booking and arranging travel, transport and accommodation
- Organising events and conferences
- Reminding the Director of important tasks and deadlines
- Typing, compiling and preparing reports, presentations and correspondence
- Managing databases and filing systems
- Implementing and maintaining procedures/administrative systems
- Liaising with staff, suppliers and clients
- Collating and filing expenses
- Miscellaneous tasks
Co-Resort Manager
Matava Eco Resort
08.2015 - 01.2016
- Guest Services and Communication
- Maximizing guest add-on sales opportunities for PADI dive courses and game-fishing
- Staff management and development
- Effective management of each department (Front of House, Activities and Watersports, Housekeeping, Food & Beverage, Organic gardens, Grounds and Administration)
- Staff scheduling/rostering
- Regulatory compliance for all departments
- Inventory & stock ordering, asset control and management
- Implementation of maintenance schedules for different areas of the resort
- Compilation of guest checkout invoices
- Maintaining and improvement of environment systems and policies
- Communication and reporting required information to Directors
- Compilation of Staff payroll/wages
Office Administrator
VatuVara Limited
Suva
05.2014 - 05.2015
- Manage the Suva Office operations and coordinate general office administration pertaining to:
- Accountants liaison
- Reconcile supplier invoices and credit card charges
- Bio Security (Imports)
- Barge Manifests – Island Voyages Consignments – Imports: Sea & Air Exports; Air / Repairs & Returns (Sea & Air)
- All Government, Trade, or other Registration, Licenses, Renewals & Compliance
- Leases, Vehicles, Marine, Fire, Annual Business License, OHS, Operations and Resort Approvals, Work Permits, Subscriptions, HR, Uniforms/Stationery, Signage, Provisions – Guest/GM/Management, LPO Issues, Establish new Reservations System for Resort Operations
Reservations Manager
Port Denarau Marina Limited
01.2012 - 05.2014
- Ensure day-to-day operation of marina reservations including private berthing, mooring, boatyard, haul outs, storage and provisioning are running smoothly in accordance to prescribed requirements i.e
- Service level, abandon rate, staffing, etc
- Ensure that established SLAs and KPIs are achieved monthly and appropriate actions are taken where required
- Ensure that the reservation agents are making every effort to accurately capture all transactions by conducting random dockwalk monitoring; and providing the necessary coaching and demonstrating effective reservation sales techniques for improvement
- Monitor that our staffing requirements are met daily by ensuring that the shift schedule is optimized
- Initiate the review of existing, and establish new business processes and policies (where required) impacting all area teams on a regular basis to ensure relevancy and taking a customer-focused approach
- Review guest feedback and recommend appropriate actions to continuously improve our guest experience
- Assist in sale
- Ensure that reports are prepared timely and submitted to CEO/GM
- Identify areas for improvement in current work processes and recommend solutions to prevent recurrence of similar complaints and service issues to achieve a greater customer experience
- Work with Training Manager in developing and planning training plans for team members to achieve adequate job knowledge and skills on a continual basis
- Establish and maintain a friendly, fun and high team-spirited working environment promoting a high-level of customer service to our guests
- Participate in the recruitment of Agents when required
- To provide coaching, mentoring and feedback to Agents, Managers to improve efficiency and delivery to all our guests
- And ad hoc tasks as assigned
Concierge Supervisor
InterContinental Fiji Golf Resort & Spa
05.2010 - 07.2011
- Check on VIP arrivals list a day prior as well as departures of each day with emphasis on VIP’s, Priority Club Members, and group movements
- Liaise with Rooms Coordinator and Room Service to making sure all VIP amenities (ALL 25 levels) have a personalized welcome card, and VIP amenity waiting for them in room; Amenity of course will depend on level of VIP
- Assisting the Front Office reception team where possible during heavy group check-ins and check-outs and making sure that the guests are allocated the correct rooms, walking the guests to the room and giving them a thorough room orientation, communicating with the Bell team in getting the correct luggage’s to the respective rooms and conducting resort tours for new and interested guests
- Ensure ALL guests are greeted upon arrival and provided with authentic welcome experience
- Building rapport with the guests to drive guest satisfaction and loyalty as well courtesy call VIP/loyalty members after they’ve checked into their rooms
- Respond appropriately to guest complaints, and reporting the issues in timely manner to Manager on Duty to ensure follow up and problem resolution
- Roster weekly porters roster, manage and ensure that Bell staff provide guest with prompt service, professional attention and personal recognition that is synonymous with the Intercontinental product
- This is of course carried out with weekly on the job trainings and the monthly In House trainings with our Human Resources Training Department
- Creating memorable, authentic and differentiated experiences where possible to creating lasting and cherished moments for ALL our guests
- Assisting guests wherever possible to changing/amending or creating new bookings via certain Airlines of choice to their respective destinations, communicating with or on behalf of guests to making last minute bookings for Hotels/ Cruises/ Rental Cars/ Tours etc to eliminating the frustrations of the guest and letting them just enjoy the resort and the services on offer
Flight Operations
Air Laucala Limited
11.2008 - 04.2010
- Conduct and control flight operations in a safe and economical manner
- Coordination with technical department
- Coordinates and reports to the Fiji Civil Aviation Authorities
- Supervise development of Company regulations regarding Flight Operations
- Publish regulations in form of OM
- Assessment of qualifications of applicant pilots
- Personnel administration
- Report operational irregularities immediately to the Fiji Civil Aviation Authorities
- Study all applicable laws, regulations and other information pertaining to aviation activities
- Inspect the professional standard of flight crews
- Coordinate crew training and checking
- Plan, control and supervise the movement of Air Laucala aeroplanes
Guest Relations Manager
Laucala Island Resort
07.2008 - 04.2010
- To ensure that day to day operational matters are handled on time and guest expectations are met by directing and controlling all subordinate staff
- To have a complete understanding of the service product that is offered
- To be well versed with the facilities and services offered by the resort
- Provide guidance and assistance to Supervisory staff in execution of their responsibilities and helping them set and achieves their own goals
- Oversee the service standards in all Meet & Greet Areas ensuring that they conform to the requisite standards and exceed customer expectations
- To prepare duty rosters, schedule leave and public holidays
- To set up processes to enable private/corporate aircrafts (Guests’ Travel) to clear Fiji Airspace either arriving or departing
- To promote a good relationship with Ministry of Civil Aviation, Airports Fiji Limited, Civil Aviation Authority of Fiji, Immigration, Customs, International and Domestic Airlines, Ground Handling Agents, Foreign Embassies and the Government of the day to ensure that the above process takes place efficiently and smoothly
- To be responsible for Airside Arrivals (i.e
- Immigration and Customs Clearances for guest(s) arriving/departing private/corporate aircrafts) to access VIP departure lounge and crew handling and logistics
- Conduct frequent checks ensuring that SOP and service procedures, cleanliness and hygiene, employment grooming are in order and take appropriate action where necessary
- Promote good relationships with all internal and external guests
- Handle any guest complaint effectively and diplomatically
- Assist in maintenance of efficient administration, preparing and submitting reports on time
- Conduct training and evaluation of all supervised employees
- Coach, counsel, discipline and develop subordinate employees
- Ensure that the office is manned completely during every arrival and departure
- Act as a liaison between GM, supervisors and line staff appraising them of the situation and updating them on issues of importance
- To constantly liaise with various authorities and stakeholders in regards to ground handling
- To attend meetings and briefings as requested
- To attend all trainings
Education
Certified First AID Responder -
01.2019
FINA (International Swimming Federation) CCP (Coaches Certification Programme) Level 2 -
01.2019
Certification Occupational, Health & Safety Modules I,II & III -
01.2014
Certified Train The Trainer Modules 1 & 2 -
01.2013
Certified Management Oil Spill Response Committee - Level 2 -
01.2013
Certified Marina Management 101 & 202 -
01.2013
Fiji Seventh Form Examination -
01.1994
Skills
- Effective Leadership
- Effective Decision Maker
- Analytical Problem Solver
- Team Motivation Skills
- Strategic Innovation
- Customer-Centric Approach
- BOH operations
- Production operations
- Company operations
- Operations leadership
- Operations planning
Languages
- English
- Rotuman
- Fijian
References
References available upon request.
Timeline
Operations, Brands & Public Relations Manager
Frezco Beverages Pte Ltd
11.2024 - Current
Executive Assistant / Office Manager
Paradise Beverages Fiji Limited
01.2023 - Current
Executive Personal Assistant to the Area GM South Pacific
Intercontinental Hotel Group
11.2021 - 01.2023
Weddings Executive & Events Planning Manager
Marriott International Fiji
04.2019 - 05.2020
Personal Assistant to the Director
Framesoft (Fiji) Ltd
02.2016 - 12.2018
Co-Resort Manager
Matava Eco Resort
08.2015 - 01.2016
Office Administrator
VatuVara Limited
05.2014 - 05.2015
Reservations Manager
Port Denarau Marina Limited
01.2012 - 05.2014
Concierge Supervisor
InterContinental Fiji Golf Resort & Spa
05.2010 - 07.2011
Flight Operations
Air Laucala Limited
11.2008 - 04.2010
Guest Relations Manager
Laucala Island Resort
07.2008 - 04.2010
Certified First AID Responder -
FINA (International Swimming Federation) CCP (Coaches Certification Programme) Level 2 -
Certification Occupational, Health & Safety Modules I,II & III -
Certified Train The Trainer Modules 1 & 2 -
Certified Management Oil Spill Response Committee - Level 2 -
Certified Marina Management 101 & 202 -
Fiji Seventh Form Examination -
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