Mika Jakic started as a Universal Guest Service Agent at Wyndham Hotel Melbourne in 2017, a 531-room mixed-used property serving hotel guests and timeshare owners at Club Wyndham South Pacific.
Mika’s impressive administrative and customer service skills, coupled with her enthusiasm towards her role led to a promotion as Duty Manager in 2019.
Her achievements speak for her exceptional growth and contribution to the property in such a short period of time. She was recognised as a top hotel employee at the annual President’s Club – the most prestigious internal award given to Wyndham employees across Asia Pacific.
She also consistently earned top ratings on Wyndham’s customer survey hub and received many handwritten letters of appreciation from guests.
Her leadership and industry know-how were put to the test when she held the night shift duty for two months to cover for a team member’s absence all while still fulfilling her standard duties.
However, her biggest challenge came at the beginning of 2020, Mika stepped up to be the acting assistant general manager and suddenly she was required to manage the inner-city hotel’s temporary closure as a result of increasing COVID-19 cases. Mika effectively communicated with all guests and timeshare owners impacted to ensure this was handled smoothly.
Embodying the company’s service promise, Hospitality with Heart, Mika boosted team members’ morale and helped manage JobKeeper requirements for teams who had to be stood down. She helped implement Wyndham’s new rigorous, industry-leading health and cleanliness protocols and updated their standard procedures to adapt to the changing landscape.
Mika has shown great leadership and enormous promise during what has been the most challenging year the hotel industry has ever faced, and is well deserving of the Best Newcomer award.