Experience

Arena Travel

• United Kingdom
• Travel Arrangements
• 1 - 100 Employee

• General Manager - Special Interest Holidays

  • Feb 2019 - Present

  ResponsibilitiesIn addition to my responsabilties as Head of Craft Product I now also:develop and manage a team of 10 staff working in Product Management, Reservations, Operations & Marketing have budget responsibility across 5 specialist brandsensure best practice in contracting and health & safety procedures promote strong team work and customer service ethosNetworking and representing Arena Travel at exhibitions and events AchievementsImproving systems in the Reservations and Operations teams has ensured internal efficiencies and improved customer serviceManaged the team through the Coronavirus crisis including repatriation of customers, postponement of tours, furloughing of staff etc.

• Head of Craft Product

  • Mar 2018 - Jan 2019

  ResponsibilitiesFull product and commercial responsibility for the Stitchtopia brand Working with marketing and media partners to increase customer baseInitialising and building relationships with new industry partnersAppointing and maintaining close relationships with external contractors Research, negotiation and maintaining good relationships with suppliers across the globe Analysis of customer data and competitor offering in order to improve and renew holiday productsWriting promotional copy for new toursInvolvement in creation of company crisis management planParticipation in company-wide initiative to improve cross-organisational working Networking and representing Arena Travel at exhibitions and events Achievements:Expanding the holiday portfolio into new destinations and new craft typesExceeding revenue targets for 18/19 financial yearOffered promotion to role of General Manager for all Specialist Brands



3FOR Limited

• United Kingdom
• Travel Arrangements
• 1 - 100 Employee

• Ambassador

  • Oct 2016 - Nov 2018

  ResponsabilitiesProviding ad-hoc sales support to tour operators and cruise lines; raising brand awareness, delivering product training, mystery shopping and trade show representation. ResponsabilitiesProviding ad-hoc sales support to tour operators and cruise lines; raising brand awareness, delivering product training, mystery shopping and trade show representation.



HF Holidays

• United Kingdom
• Travel Arrangements
• 100 - 200 Employee

• Product Manager - Leisure Activities

  • Sep 2010 - Mar 2018

  ResponsibilitiesLead and manage the Leisure Activities department:Recruitment, training and continuous development of team of five staff as well as 200+ self-employed holiday tutors Translate HF Holidays’ business strategy into departmental operating plan Meeting and exceeding demanding revenue and cost control targetsAnalysis of customer data and competitor offering in order to improve and renew holiday productsResearch, negotiate and build strong relationships with suppliersHold and manage the departmental budgetRepresenting HF Holidays at trade shows and affiliate eventsMember of Out of Hours contact team, providing emergency response on a rota systemAchievementsMet and exceeded sales targets year on year by up to 9%Asked to lead a cross-organisational team to review, recommend and deliver on a programme of improvements for HF Holidays’ family holidays productPromoted to lead Leisure Activities Product Manager (November 2014)Successful restructure of Leisure Activities product (2016)Participation in company leadership training programme (Jan-Dec 2017)



Aviation Fellowship

• South Africa
• Non-profit Organization Management
• 1 - 100 Employee

• Document Administrator

  • Sep 2009 - Aug 2010

  ResponsibilitiesProduction of technical documentation according to company standardsTracking and processing amendments to documentationCommunication of documentation changes to offices in AfricaTranslation of documentation from English to French and vice versaAchievementsIntroduction of best practice for the updating of documentation to ensure improved efficiency. ResponsibilitiesProduction of technical documentation according to company standardsTracking and processing amendments to documentationCommunication of documentation changes to offices in AfricaTranslation of documentation from English to French and vice versaAchievementsIntroduction of best practice for the updating of documentation to ensure improved efficiency.



Tangney Tours

• Travel Arrangements
• 1 - 100 Employee

• Group Tours Manager

  • Apr 2002 - Aug 2008

  ResponsibilitiesLead and manage the Group Tours department:Responsibility for 3 members of full-time staff plus 15 self-employed tour leadersDevelopment of the group tours product as part of Tangney Tours’ business strategyMeeting and exceeding demanding revenue and cost control targetsWorking with external groups; principally church groups, youth groups and charities to put together tours for their members, young people, sick and disabled adults and children, and their volunteer workers.Networking and representing Tangney Tours at international tourism eventsWorking, negotiating and maintaining good relationships with external suppliers worldwideAchievementsSuccessfully tendered and won contracts to provide European city tours for Yorkshire schools, a high-profile tour for Canterbury Cathedral and established Tangney Tours as the UK agent for World Youth Day 2008, held in Sydney.



Leisure Direction Ltd

• Operations Supervisor

  • Apr 2001 - Apr 2002

  ResponsibilitiesCreate, lead and manage the Operations Department:Creation of departmental systems and procedures, including best practice framework, to meet Leisure Direction’s new customer service strategyRecruitment, training and continuous development of staffWorking with external suppliers to fulfil customer requests and resolve complaintsMotivate and empower staff to exceed weekly KPIsFoster close working relationships with other internal departments to ensure appropriate staffing during peak sale periodsPromote a strong team-work ethos in order to successfully complete heavy workloadsContinuous improvement of internal systems using analysis of customer feedback to inform decisionsAchievementsDepartment quickly grew into an effective team of 20 staffWeekly reporting on KPIs increased staff productivity and job satisfactionHigh level of customer satisfaction achieved and maintained

• Product Co-ordinator

  • Mar 2000 - Apr 2001

  ResponsibilitiesCreation of product contracting timeline and best practice to meet Leisure Direction’s strategic sales planResearching, negotiating and maintaining good relations with external suppliersEncouraging horizontal and vertical communication within the department and throughout the companyTraining of sales staff in new productsAchievementsIntroduction of regular reporting to product managers resulted in improved time management and more deadlines being met.Reservations staff improved their conversion rates due to improved product knowledge. Internal promotion to set up the new Operations Department.

• Specialist Sales Team Leader

  • Jun 1999 - Mar 2000

  ResponsibilitiesCreate, lead and manage the Specialist Sales Team:Recruitment, training and continuous development of staffMotivate and empower staff to exceed monthly sales KPIFostering cross-organisational working in order to respond to customer requestsAchievementsTeam surpassed initial sales targetsTeam was expanded over a short time to meet customer demandI was asked to apply for an internal promotion to work alongside the Product Director.