Experience

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  Homelike

  • London Area, United Kingdom

  • Head of Global Reservations

    • Dec 2023 - Present
    • London Area, United Kingdom

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  Kula

  • London, England, United Kingdom

  • Head of Global Customer Success

    • Apr 2022 - Feb 2023
    • London, England, United Kingdom

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  Würth UK

  • London Area, United Kingdom

  • Head Of Customer Care

    • Jul 2021 - Apr 2022
    • London Area, United Kingdom

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  National Corporate Housing

  • London, England, United Kingdom

  • Director Global Reservations and guest experience

    • Dec 2020 - Jul 2021
    • London, England, United Kingdom

    Role TUPE'd from previous role due to National Corporate Housing acquiring BridgeStreet's agency business.

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  BridgeStreet Global Hospitality

  • Director, Global Reservations and guest experience

    • May 2017 - Dec 2020

    • Developes and executes global strategic sales plan to achieve sales targets and expand the customer base.• Responsible for deploying training on techniques of selling the organization's products and/or services In collaboration with corporate training.• Conduct sales training/needs assessments, and analyzes employee training needs to determine coaching requirements for improved performance.• Monitor and evaluates results and implements enhancements as needed to ensure success of staff and company.• Strong focus on converting leads to bookings with solutions that meet client needs with quality, speed and clients satisfaction.• Implement strategies and new processes to attain exceptional customer service, high conversion, achievement and overachievement of set targets.• Accountable for pricing deals, proposal writing and conversion of deals to sales.• Drive revenue and rates, set strategies to maximize revenue, profit contribution and market share• Implement national sales plans by regions/countries.• Supervises reservation and customer care teams in EMEA and APAC.• Establishes sales objectives by forecasting and developing annual sales quotas for regions and territories and projecting expected sales volumes and profit.• Maintains sales volume by tracking changing trends, economic indicators, competitors and supply and demand.• Completes sales operational requirements by scheduling and assigning employees and following up on work results.• Maintains staff job results by counselling and disciplining employees.• Plans, monitors, and appraises job results.• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.• Contributes to team effort by accomplishing related results.

  • Senior Manager, Inside Sales - EMEA/APAC

    • Jun 2015 - May 2017

    Responsible for the delivering, managing and proactively optimizing initiatives that leverage BridgeStreet resources and agent capabilities and capacity.

• 

  kaplan international colleges

  • United Kingdom
  • Language Schools
  • 700 & Above Employee

  • Senior Client Relationship Manager

    • Sep 2014 - May 2015

    • Responsible for managing a busy inbound & outbound contact centre handling B2C & B2B clients• Manage/build relationships at all levels throughout the Client’s organization• Manage the Client Services Department comprising of 40 specialist Sales, both inbound and outbound operations• Consultants, selling to international markets through the management of 6 Team Managers • Train new and existing staff on all aspects of the after sales customer service functions. • Credit Control - Taking responsibility for agreed targeted aspects of the payment process, including notifying customers and/or travel agents when their payment is due. Acknowledging when payments have been received, and reporting any overdue outstanding payments. • Assigning and prioritising workloads amongst the teams in order to meet daily, monthly and quarterly targets.• Assist with all pre-departure enquiries i.e. amendments, cancellations, changes. Dealing with post course customer complaints in writing and by telephone. Liaising with other departments, fully investigating issues and escalating these when necessary. • Prioritising and chasing in outstanding supplier confirmations by email, fax and telephone. • Data/Reporting/Market Analysis- Monthly reporting to Client and internal stakeholders, on-going analysis of data for improvements• investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;• developing customer service procedures, policies and standards for your organisation or department; • Own the successful delivery of technical support and professional consulting services, manage client expectations and resolve escalated client support issues

  • Sales Manager

    • Dec 2013 - Aug 2014

    • Manage Sales Department comprising of 50 specialist Sales Consultants, selling to international markets through the management of 5 Team Managers and Team Leaders• Effective management of department through monitoring of KPI’s, to develop and stretch on target and under performing teams to match and over deliver on sales targets• Effective coaching, mentoring and development of Team Managers and Leaders to instigate increases in monitored KPI’s. Specifically, increase in conversion rate in markets from 3% to 8% and 15% increase in Revenue generation • Manage feedback to ancillary departments, Marketing, Finance, Compliance, Training and Customer Care to ensure full efficiency was achieved in all sales operations. Feedback to include quality of lead, factors affecting conversion, budget and revenue specifics (actuals vs. targets), training feedback and commissioning of interventions, feedback to customer care of management of customer through full lifecycle of interaction.• New commissions structure released to department to increase revenue generation. This also resulted in 90% of bookings being fully paid at time of booking as compared to payment being made 2 weeks before course start dates• Developed incentive structure to increase employee engagement across whole department• Hosted off site sales conferences to engage, develop and train staff in new procedures, sales techniques and motivate to deliver on target.

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  Radisson Edwardian

  • General Manager of Reservations

    • Nov 2010 - Dec 2013

    Led and managed the 42 people strong Reservations Team on a 24 hours operationProvided comprehensive reporting for the Period Review - including production of recommendations on Data Analysis statisticsImplemented existing, possible and future IT solutions for the Reservation OperationProvided detailed Rota management in conjunction with workflow management toolEnsured revenues and occupancy are maximized through forecasting and implementing revenue and control strategies. Managed the reservations office on a daily basis ensuring all aspects of advance sales are being completed to targets. Coached, trained and communicated all skills and knowledge required to ensure that the reservations team are consistently performing. Participated in the development of business strategies for rooms revenue which are aligned with the overall objectives of the hotelDeveloped and implement processes and guidelines for managing the hotel’s availabilityRecruited and selected qualified candidates ( new programme of recruitment in conjunction with Oxford Brookes and several European institutes implemented)

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  Park Plaza Hotels & Resorts

  • Netherlands
  • Hospitality
  • 700 & Above Employee

  • Reservations Manager Park Plaza westminster Bridge

    • Aug 2009 - Sep 2010

  • CRO Manager

    • Aug 2007 - Aug 2009

    Delivered Connect workshops all over Europe (motivational and inspirational training)Monitored availability and profitability of 4 hotels Managed inventory on GDS for 4 HotelsManaged a team of 25 agents dealing with customer and technical issues.Review and conducted the recruitment process in order to recruit new personnel at different levels as needed by the business.Designed business processes to allow efficient service when selling over the phone and email.Coach and develop team members. Providing the business with statistical analysis on call centre call trends and revenue and targeted on these aspects.

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  Delta Air Lines

  • United States
  • Airlines and Aviation
  • 700 & Above Employee

  • Customer service manager and Italian team leader

    • Apr 2006 - Aug 2007

  • Customer Service Manager (post flight) & Sales Supervisor

    • Apr 2006 - Aug 2007

    Managed a team of 25 agents dealing with customer and technical issues.Designed and implemented new employee reward per performance scheme (pinnacle club)Review and conducted the recruitment process in order to recruit new personnel at different levels as needed by the businessConsistently achieved sales revenue targets. Achieving 2% above phone target.Delivered excellent customer service consistently. Team constantly achieving quality targets.Designed business processes to allow efficient service when selling over the phone and email.Dealing with HR issues such as grievances, investigations, disciplinary and terminations.Coach and develop team members to achieve higher performing level results and achieving performing developing plans. (80% of team achieving targets).Providing the business with statistical analysis on call centre call trends and revenue and targeted on these aspects.Redesigned new recruitment process;

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  Le Méridien Hotels & Resorts

  • Team Manager

    • Apr 2004 - Apr 2006

    Consistently achieved sales revenue targets in 2005. Achieving 2% above target and improved team conversion by 4%.Delivered excellent customer service consistently during the last 18 months. Team constantly achieving 95% of quality targets.Designed business processes to allow efficient service when selling over the phone and email.Delivered tactical campaigns with marketing for the loyalty scheme (Moments).Revived, designed and implemented new roistering solutions and constantly achieved 80% service levels.Provide internal daily and weekly reports on calls forecasting and roistering.Dealing with HR issues such as grievances, investigations, disciplinary and terminations.Coach and develop team members to achieve higher performing level results and achieving performing developing plans. (80% of team achieving targets).Providing the business with statistical analysis on call centre call trends and revenue and targeted on these aspects.Redesigned new induction training; invigorating the learning for all new recruits, with a reduction in induction time of 5%.

  • Senior Agent

    • Aug 2003 - Apr 2004

    Coach and train peers individually to improve performance and the customer experienceQuality monitor calls on agents, providing constructive feedbackResolution of customer concerns

  • Reservation Agent

    • Jun 2002 - Aug 2003

    Provide exceptional customer service in Italian, English and SpanishSell the Le Meridien hotels and resorts to achieve set targetsProcess reservations from different systems

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  Bayswater Inn Hotel, London

  • Duty Manager

    • Jan 2000 - Jun 2002

    Prepare and facilitate effective ongoing training and assist staff developmentManage the recruitment process within hotelAllocate rooms, analysing availability dailyEnsure accuracy with reservations made by staff and selfCustomer Relations and Customer Resolution