ARMA History

Melissa Kalan

After successfully completing the Australian Hospitality Traineeship Scheme through the former All Seasons Harbour Rocks Hotel in Sydney (now part of MGallery collection) and the Sydney Institute of Technology, Melissa graduated with the most outstanding student award in Tourism and Hospitality. She also received the prestigious employee of the year award not long after with the All Seasons Hotel Group.

Melissa then began her career with The Ritz-Carlton Hotel, Sydney (now the Stamford Circular Quay) in Reservations in 1992 and in 1996 was awarded employee of the year in recognition of her dedication and commitment to quality service.

After gaining experience across many areas of the hotel, Melissa was appointed Reservations Manager – and so began an exciting career in Revenue Management (RM).

Trained by Marriott in Washington DC, Melissa went on to  become the Director of Revenue Management for both The Ritz-Carlton, Hotel Sydney and Double Bay (now the Intercontinental Sydney , Double Bay) overseeing the implementation of Revenue Management systems, staff training and effectively applying Revenue Management strategies to significantly increase rooms revenue at both properties and in particular at The Ritz-Carlton, Double Bay.

In recognition of Melissa’s revenue management abilities she was charged with implementing best-practice techniques at various Ritz-Carlton properties in the Asia Pacific region, which included training and providing recommendations to hotel management for a successful Revenue Management strategy and system integration. These properties included, The Ritz-Carlton Singapore, Bali, Seoul and Osaka.

After a property management takeover, and to further broaden her career in Revenue Management, Melissa was successful in obtaining a Revenue Management position with Qantas Airways in 2000. Trained by Qantas in Revenue Management, Melissa worked in Domestic RM on various routes including the prime Sydney – Melbourne route. She also gained experience in International RM managing the UK/Europe routes and the profitable QF1 & QF2 for a number of years.

Over her time at Qantas, Melissa was part of various project teams and improved the function of the airlines Revenue Management system by designing a traffic light system to prioritise changes in demand patterns from forecast across routes.

After Qantas Melissa established RevPAR Support & Recruit. Qualified in Human Resource Management, this venture gave Melissa exposure to many properties and their need for well qualified revenue management employees and/or general RM support.

With a passion for Revenue Management and training Melissa established ARMA (Australian Revenue Management Association – APAC Pty Ltd) to provide expert assistance to local industry by offering a central place of independent RM information and training services that support all sectors of the accommodation industry.

ARMA’s community of RM focused organisations have she de-mystifies the RM process by pitching training material at exactly the right level for their employees and organisational needs, with quality material, customised e-learning solutions and real life broad industry experience.

Melissa Kalan also wrote the first nationally accredited (by ASQA) short course in yield management.