CHRISTINA MESSHAM

• Designing and recommending horse safari itineraries across Africa.
• Recommending non-riding addons that compliment horse safari booked.
• Conducting sales calls for each sale to ensure riding ability is sufficient for recommended safari.
• Building and maintaining client relationships throughout the full sales process and post-trip.
• Managing multiple enquires, at various stages of the sales process, in a timely manor.
• Meeting and exceeding quarterly and annual sales targets.
• Meeting and exceeding enquiry response time targets.
• Coordination of trip logistics to ensure more time is spent on the ground.
• On ground trip support - 7 days a week.

• Designing and recommending high-end, luxury itineraries across Africa.
• Working with various suppliers to ensure itineraries are in budget.
• Calculation of company margin to ensure profitability.
• Creation of digital client facing itineraries via Wetu.
• Coordination of trip logistics to ensure more time is spent on the ground.
• On ground trip support - 7 days a week.
• General sales support.

• Designing and implementing Propr's full Guest Experience.
• Designing and implementing process improvement across four guest facing teams (Guest Experience, Concierge, Aparthotels and Interns).
• Designing and implementing qualitative KPI's for Guest Experience team.
• Designing and implementing qualitative for Concierge team.
• Increasing team numbers from 10 to 40.
• Managing a team of 40, including hiring, training, coaching, issuing warnings and dismissals, payroll and rostering.
• Meeting and exceeding quarterly quantitative and qualitative targets.
• Leading by example to make Propr a guest-centric company.

• Providing HR support to more than 200 employees and 9 Directors.
• Developing and implementing Performance Management projects.
• Providing Statutory support and advice to Managers and Directors.
• Attending CCMA disputes on behalf of company.
• Providing general HR advice to staff members.
• Providing Development and Training support across all teams.
• Managing three staff members.
• Planning events, ranging from small scale events to year end function carting for more than 200 staff.

• Creating and maintaining Brand and Sales presentations.
• Website administration and content management.
• Budget tracking.
• Social media management.
• Marketing support to Brand Management team.

Second in charge of luxury, 21 room lodge.

• Managing entire lodge while Lodge Manager is on leave.
• Managing all guest enquires.
• Managing room and staff allocations.
• Hosting VIP clients and agents.
• Welcoming and checking in guests.
• Handling complaints.
• Planning and executing personalised guest experiences.
• Stock management, including bar, kitchen and uniforms.
• Accounts management.
• Hosting guests while on safari and during meals.
• Managing relationships with external stakeholders including booking agencies, airlines and transfer companies.
• Organising and attending Disciplinary hearings.
• Drafting and issuing warning.

• Welcoming and checking in guests.
• Hosting guests while on safari and during meals.
• Managing an extensive suite of internal stakeholders including Butlers, Rangers, Kitchen staff and Housekeeping to ensure all staff are aware of guests needs.
• Managing relationships with external stakeholders including booking agencies, airlines and transfer companies.
• Managing lodge gift shop.
• Processing all check outs and settling bills.
• Managing stock levels.
• Daily banking.
• Answering phones.

• Managing an extensive suite of internal stakeholders including Risk Compliance and Legal; Investment; Work Force Planning; Customer Service; Growth and Advice to nsure consistent marketing messaging throughout the business.
• Proving advice on member and employer impacts to business projects.
• Managing relationships with external stakeholders including creative and media agencies.
• Designing, creating and maintaining corporate client microsites.
• Maintaining and updating all Marketing and Communication documents on Sunsuper public website.
• Managing minor updates on Sunsuper public website.
• Writing and producing a range of marketing collateral Including newsletter articles, brochures, award submissions, banners and posters.
• Writing and distributing quarterly ENews letter to 45,000 plus clients.
• Coordinating the development and production of the Annual report, including stakeholder and agency management, and coordination and management of the full Due Diligence process.
• Investigating potential media threats, by conducting system analysis and business wide stakeholder liaison, in a time sensitive manner to ensure Sunsuper’s brand reputation is maintained.

• Handle escalated member and employer enquires and complaints.
• Identify call trends and provide recommendations on how to reduce member, employer and internal impacts.
• Manage, develop and publish informational intranet, including identifying incorrect and missing information.
• Develop all internal written communications.
• Develop and deliver training and procedural documents.
• Represent Member Service Centre as subject matter expert across the business.
• Develop all internal technical communications.
• Ensure all communications between member service representatives and external stakeholders is accurate.

• Handle and resolve member and employer verbal complaints.
• Provide members and employers with exceptional service in a timely manner.
• Train, develop and mentor new and existing staff.
• Complete member and employer call-back tasks.