The Team

Craig Coughlin


Chief Executive Officer

Craig joined LUXXE in 2015 with a clear vision of where he wanted to take LUXXE to; so much so that in 2017 he executed a management buyout and purchased the business from the Beddison Group. He manages all aspects of business development and provides support to the operational leadership team from our Melbourne office. Having graduated dux from the Blue Mountains International Hotel Management School, and worked as a hospitality professional since 1990, Craig brings with him a wealth of knowledge from the hotel and outsourcing industries.


Some of the leading hotel chains that Craig has worked for include SPHC, ACCOR Hotels, Radisson Hotel Group, Rydges Hotels & Resorts and TFE Hotels.


With a successful career across both operations and business development, Craig is focused on providing exceptional service delivery to clients while growing the business through flexible outsourced solutions. 

Aurora Perez


Operations Manager NSW

Aurora was part of the LUXXE team when we commenced our first hotel contract in 2015 and has been involved with the opening of two new Sydney hotels over the years. She now rejoins the LUXXE team in 2019 due to continued growth of the business within the Sydney region and with her background in Customer Service and Housekeeping Operations will be a great support to our management team and staff.

The key focus for Aurora will be in managing our "Balanced Approach" to our business model in which four key deliverables are given constant focus - Employee Engagement, Client Satisfaction, Financial Performance and Quality.


Vanessa Thompson


Operations Manager QLD

With over 20 years experience across a broad spectrum of industries, Vanessa brings her customer service focus to LUXXE to ensure we maintain strong relationships with our clients.

From working in Star City Casino to large commercial laundries and even running her own Outsourced Housekeeping business, Vanessa has developed a breadth and depth of functional experience spanning all  Hospitality Operations.


She is adaptable, resourceful and highly organised and has a strong reputation as an innovative problem solver with excellent attention to detail.

Bivek Poudyal


Operations Manager ACT / WA

Bivek Poudyal joined LUXXE in 2018 as the Housekeeping Manager at Eatons Hill Hotel in QLD bringing with him numerous years’ experience in the hospitality industry, more recently upon relocating to Canberra Bivek has taken on the role of Operations Manager ACT/WA to assist with the operational management of LUXXE’s Canberra and Perth portfolio.


Bivek commenced his career as a Housekeeping Room Attendant in 2012, moving through the ranks and experiencing a vast number of roles within both housekeeping and more broadly in hotels as a House Attendant, Supervisor, Housekeeping Manager, State Training Manager and Multi Site Manager.


Bivek has a keen eye for detail and his dedication to our industry has seen him involved with a number of hotels including but not limited to Meriton Suites, Sofitel Brisbane, Capri by Fraser and the opening of IBIS Styles Brisbane. Bivek’s passion for excellence sets him in good stead to oversee the growing portfolio of Canberra properties.

Puja Shrestha


Operations Manager VIC

Puja has been in the hotel industry since 2009 working with some of the  hotel giants such as Marriott and ACCOR. She joined LUXXE in 2022 to head up our operations across Victoria and to provide guidance and support to our team members. With a very strong housekeeping background and focus on operational excellence, Puja believes that upskilling her management team is critical to the ongoing success of the business and for the personal development of our team members.


Hospitality is her passion; Puja understands what our clients are looking for and how to best deliver an outcome to exceed their expectations.

Donna Musarella


People & Culture Manager

Donna is an experienced leader with a demonstrated history of working in the hospitality industry; skilled in Human Resources, Budgeting,  Hospitality Management and Coaching. Donna has over 20 years of outsourced housekeeping management experience and is also the President of the PEHN (Professional Executive Housekeepers Network) based in Victoria.


Donna has joined the team at LUXXE to champion the company's efforts to attract, train, and keep the best employees. Her focus is on designing and implementing programs for performance management, leadership development, employee assessment, and succession planning.

Nadine Coughlin


Safety & Compliance Manager

Nadine joined LUXXE in 2017 to manage all aspects of people management and compliance in relation to payroll, recruitment and workplace health and safety. With seven years experience working for Goodlife Healthclubs as the Victorian Workplace Health & Safety Representative, Nadine has a strong background in developing safe work methods and in ensuring LUXXE employees health and safety is paramount for the business.


Prior to this Nadine worked for many years in some of Australia's iconic hotels including Crown Towers Melbourne, Sheraton Southbank (now The Langham Melbourne) and Radisson Resorts of Port Douglas which has given her a very strong foundation in Rooms Division management.


Now, Nadine's key focus areas is to add value to our clients and give them the piece of mind that LUXXE is compliant across all aspects of workplace health and safety.

Heidi Froelich



Leveraging a long career in business administration, with experience in accounting, system support, project implementation and Quality Assurance roles Heidi learned that service and listening are key qualities in any successful business.


Heidi oversees accounts payable, account receivables, workers compensation premiums, insurances and financial reporting and budgeting for LUXXE.

Liz Nolan


Payroll Officer

Liz has vast experience working across a broad spectrum of industries as a payroll specialist. Her knowledge of the Hospitality Industry General Award and National Employment Standards ensure that the business is compliant with all facets of payroll processing, Award interpretation and Fair Work updates.


Liz's skills and attention to detail ensure that our 1,000 employees are paid accurately and on time.

Katie Haskett


Recruitment Coordinator

Katie's role is to focus largely on recruitment and onboarding of new employees in to our business and to ensure visa's, VEVO checks and paperwork are all compliant.


A integral part of the People & Culture team who plays a key role in supporting our housekeeping teams throughout the country!