CLAIRE TONON

Guest Experience and Learning Leader with 20 years designing and delivering high-value, customer-centred experiences
within premium hospitality environments.

Combines end-to-end guest experience design, operational leadership, and organisational capability development
to elevate service standards, drive engagement, and support commercial performance.

Recognised for translating vision into adaptable systems, integrating experience design, staff competency, and operational execution,
to deliver consistent, high-quality outcomes across diverse teams and touchpoints.

Approach

Leads through presence, clarity, and modelling of standards

Balances strategic thinking with hands-on execution

Builds capability by empowering teams, not dependency

Prioritises alignment between people, systems, and experience outcomes

Voyager Estate

Margaret River, Western Australia

Sommelier

August 2011 to present

Designed and delivered organisation-wide training programs to 300+ staff over almost 15 years, spanning customer-facing, production, and support teams
Designed, implemented and personally hosted multiple guest experience suites and bespoke offerings, elevating the organisation’s positioning toward a luxury wine-led experience
Contributed to the continuous development and evolution of a multi-award-winning restaurant experience, strengthening guest engagement and repeat visitation
Identified and implemented systems and process improvements to support operational efficiency and consistency
Coordinated cross-functional teams to align service delivery with brand and operational priorities during periods of organisational change.

Bisol Desiderio & Figli

Valdobbiadene, Treviso, Italy

Hospitality Manager

July 2006 to July 2011

Managed cellar door operations, delivering high-quality, brand-aligned tasting experiences
Developed tourism experiences, coordinated winery tours and curated visitor experiences, developing and implementing systems to facilitate bookings
Planned and executed end-to-end events, managing all phases from concept to delivery to drive brand awareness and revenue
Created and maintained customer database and developed EDM campaigns to support retention and direct sales growth
Maintained and translated website content and brand collateral, ensuring consistency and accuracy of messaging

The North Face

Cornuda, Treviso, Italy

Marketing Coordinator

June 2004 to June 2006

Supported Public Relations and Sponsorship Managers coordinate and execute marketing initiatives.
Maintained website content and supported the creation of marketing collateral.
Coordinated product logistics for events, athlete sponsorships and media activity.