Duty Village Manager – Operational - Center Parcs UK - Millbrook
(2016-04)
- Directed daily operations across the village, ensuring seamless functionality across all departments.
- Formulated and enforced policies to uphold exceptional standards of customer care.
- Analyzed guest feedback to drive and implement targeted service enhancements.
- Managed critical incidents with proficiency, prioritizing guest and colleague safety.
- Orchestrated staff training and development initiatives to elevate team performance and service delivery.
- Served as the primary point of escalation for communication with Forest House, external bodies, and emergency services.
- Conducted detailed investigations and analyses for the Senior Team.
- Oversaw comprehensive debriefings of major incidents with Senior Management, ensuring all subsequent actions were completed.
- Continuously assessed the guest experience from both front-of-house and back-of-house perspectives.
Head of Department Guest Services - Center Parcs UK - Woburn
(2014-01 - 2016-04)
- Supervised a team of 38 Guest Services Shift Managers, Guest Services colleagues, Train Hosts, and Drivers.
- Monitored guest feedback and implemented strategic improvements based on gathered insights.
- Optimised the guest journey from village arrival through to departure.
- Managed training programs and conducted operational audits.
- Controlled all compensation expenditures, ensuring adherence to established guidelines.
- Provided expert advice and guidance to other business areas as required.
- Resolved escalated issues across all facets of the guest experience in a timely and professional manner during guest stays.
- Managed staffing allocations throughout the year to guarantee consistent departmental operational capacity.
- Undertook Duty Village Manager shifts bi-weekly in addition to primary role responsibilities.
Referencing Team Manager / Office Manager / Back Ground Screening Manager - Verifile Ltd - Bedford
(2012 - 2014)
- Managed a team of 20 HR Interviewers/Researchers responsible for obtaining candidate references for client hiring processes.
- Ensured background screening processes complied with and operated under data protection regulations.
- Maintained Service Level Agreement (SLA) targets and managed escalations through established procedures.
- Conducted staff performance management, appraisals, and recruitment.
- Oversaw the maintenance of the Verifile building and managed supplier relations.
- Reported directly to the Managing Director on departmental performance and operations.
Leisure Travel Team Leader - TUI UK & Ireland - Luton
(2011 - 2012)
- Directed the daily operations of the Leisure Travel Department, serving over 20,000 staff annually.
- Ensured all departmental calls were answered within the specified Service Level Agreement.
- Managed staffing levels and resource allocation to meet seasonal demands throughout the holiday year.
- Served as the first point of contact for departmental escalations and managed travel arrangements for Director-level personnel.
- Led a team of 20 staff members.
- Executed performance management, conducted appraisals, and oversaw staff training.
After Travel Customer Support Advisor - TUI UK & Ireland - Luton
(2009 - 2011)
- Addressed customer inquiries and complaints received after travel completion.
- Investigated customer issues in collaboration with Overseas Colleagues and Hoteliers.
- Awarded compensation for services that failed to meet customer expectations.
- Implemented and delivered training on Compensation Guidelines to approximately 80 After Travel Customer Support Advisors.
- Undertook business travel to overseas resorts and hotels to investigate specific concerns.
Baggage Facilities Agent - Servisair - Luton
(2006 - 2009)
- Assisted passengers experiencing issues with missing or damaged luggage.
- Utilised the WorldTracer System to log relevant details and facilitate the tracing, location, and return of missing property.
- Assessed luggage for damage and arranged replacements where appropriate.
- Met arriving flights to ensure passengers' safe onward transition.
- Contributed to the training of new staff members.
Principle and owner - DC Academy of Dance - Clophill
(2002 - 2009)
- Instructed Ballet, Modern, and Tap dance to students aged 3 to 16 years.
Chairperson - Chimney Tots Preschool - Marston Moretaine
(2007 - 2008)
- Led the volunteer management committee, serving as the primary liaison between staff and parents.
- Held legal and governance responsibility for the preschool setting as a registered charity.
Baggage Facilities and Claims Officer - Monarch Airlines - Luton
(1997 - 2002)
- Collaborated within the Airport Services division as part of a four-person team.
- Managed the tracing of missing luggage using the WorldTracer System, ensuring its safe return to owners.
- Arranged customs clearance processes in various international locations.
- Liaised with passengers to process claims in accordance with the Warsaw Convention/Hague Protocol, strictly adhering to company guidelines and procedures.
- Verified that all claims were settled appropriately by Loss Adjusters.
- Supported the processing of personal injury claims against the airline, including negotiations for damaged clothing and personal effects.
Duty Travel Clerk - Monarch Airlines - Luton
(1992 - 1997)
- Scheduled internal and international flights for crew, ensuring complete aircraft staffing.
- Managed the booking of all staff vacations using the Cosmos and AVRO computerized booking systems.
- Served as the point of contact for tour operators, addressing all queries related to staff travel.
