Experience

Babcock International Group

• United Kingdom
• Defense and Space Manufacturing
• 700 & Above Employee

• Customer Service Operator

  • Jul 2016 - Present



Village Hotels

• Hospitality
• 700 & Above Employee

• Senior Meetings & Events Coordinator

  • Aug 2015 - Apr 2016

  • Inbound Enquiry Handling – Taking incoming calls & email enquiries. Busy working environment where organisation, prioritising workloads and providing a timely & accurate service is key. • Function Sheets – Creating function sheets for each & every meeting taking place in the hotel. Constant updates required as information is amended by clients. This is then passed on internally to all relevant departments. • Reservations – Analysing group enquiries using tools such as Apollo & Ideas. Getting back to clients with accurate pricing details which are profitable for the hotel and fit in with the sales strategy. • Conference & Meeting Rooms – Dealing with new enquiries. Right through from taking initial enquiry, quoting, creating proposals in a timely and professional manner, to dealing with the event on the day, through to invoice stage. • Hospitality – Offering show rounds to potential clients. Helping out with basics on the day such as serving teas/coffees, lunches etc. Helping with set up of AV etc. • Tour Groups/Sports Groups – Providing quotes to Tour companies both National & International such as Ulsterbus, Hotels & More & Global Image Sports. • Pre Match Meals – Increasing the amount of pre match meals being hosted by the hotel by word of mouth/pro activity through high profile clients & increased efficiency when dealing with agent/clients alike. Thomas Cook Sport – Newcastle United U21, Hoteligent – Blackpool FC, Fulham FC, Chelsea FC. • High Value Conferences – Dealing with all aspects of bookings from companies such as Velux and Wesser. Both 2 day conferences which resulted in repeat business and for each enquiry worth around £22k (Velux), £7500k (Wesser) • Commercial & Budget Awareness – Producing daily ‘Money Matters’ reports involving analysis of previous days new prospects, converted business & turned down business. Daily/Weekly/Monthly budget reports and pro active use of previous years data to look for repeat Annual business / booking trends. Show less



Quality Hotel Dudley

• Dudley, United Kingdom

• Sales Manager

  • Oct 2014 - Jul 2015

  Quality Hotel Dudley – Sales Manager October 2014 – Present • Account Management – Maintaining existing client base of Meetings & Events clients and looking to grow their revenue wherever possible. Repeat business, repeat events etc. • Business Development – Pro-actively seeking out new potential Hotel Preferred Clients for accommodation by means of prospecting and also looking to gain new Meetings & Events business for the hotel. • Reservations – Booking hotel rooms for both regular guests, hotel preferred clients and new bookers alike. • Conference & Meeting Rooms – Dealing with new enquiries. Right through from taking the initial enquiry, quoting and creating the proposal in a timely and professional manner to dealing with the event on the day and through to invoice stage post event. • Hospitality – Offering show rounds to potential Meetings & Events clients and also helping out with the basics on the day such as serving teas/coffees, lunches etc. Helping with set up of AV etc. • Networking – Attending local network events via Black Country Chamber of Commerce, West Bromwich Baggies Breakfast to name a few. Looking to gain new contacts/leads and following up with them post event to try and convert into business. • Marketing – Running all aspects of the hotel’s social media presence. Created brand new Facebook business page from scratch leading to nearly 250 followers and lots of interaction. Brought the Twitter page to life with over 700 followers and regular support from clients gained through these means. Also promoting hotel events such as Christmas, Easter etc and Functions such as Spiritual & Medium events. Show less



Hibu

• Advertising Services
• 700 & Above Employee

• Digital Account Manager & Tele Customer Manager - Retentions

  • Sep 2013 - Oct 2014

  • Account Managing existing customers. • Ensuring that they get the best return on investment throughout their time with hibu. • Identifying growth opportunities within their digital marketing campaigns and delivering customer service excellence to all my portfolio of customer• Appointment Generation - Making appointments for our Sales Managers to visit prospective new clients and investigate business potential for the Hibu.• Cancellation & Retention – Dealing with customer complaints/queries in a calm and professional manner at all times. Offering to amend their advertising program using gestures of good will where appropriate to secure their custom for the next year and beyond. • Negotiation – Discussing needs/objectives of the customer and tailoring a marketing program to suit both their requirements and their budget.• Sales – Selling smaller value orders over the phone by identifying needs of new/existing customers. Show less

• Marketing Consultant

  • Jan 2013 - Aug 2013

  • Giving Marketing advice to UK SMEs. I ensure that they are given the best opportunities to be found by new and existing customers alike; both online and in the printed directory.• High volume Telesales environment. • Target & Incentive driven sales position.• Future E-Commerce solutions for UK SMEs



Worcester Warriors

• United Kingdom
• Spectator Sports
• 1 - 100 Employee

• Conference & Events Sales Executive

  • May 2012 - Oct 2012

  • Researching & Prospecting new business leads for Conference & Events. • Making appointments to see new prospect clients. • Undertaking appointments to secure new conference & events business at Sixways Stadium, Worcester. • Planning & Co-ordination of conference & events at our venue. • Networking with potential customers at various events/seminars. • Facilitating show rounds of our venue. • Researching & Prospecting new business leads for Conference & Events. • Making appointments to see new prospect clients. • Undertaking appointments to secure new conference & events business at Sixways Stadium, Worcester. • Planning & Co-ordination of conference & events at our venue. • Networking with potential customers at various events/seminars. • Facilitating show rounds of our venue.



Ramada Hotel & Suites Coventry City Centre

• Coventry, United Kingdom

• Sales Manager

  • Dec 2011 - Mar 2012

  • Account Maintenance – Maintaining, Managing and growing the value within the current client base. • Business Development – Seeking out new business opportunities to add to the current portfolio of both Local and National Accounts. • Prospecting – Regular visits to local competitors to analyse their client base and opportunities to steal business from them. Also checking through the local press for opportunities and increasing knowledge of news and developments within the local area. • Marketing – Making advertising decisions on the campaigns which we ran, based on the areas of the business which we wanted to target/develop specifically. • Public Relations – Promoting the hotel wherever possible to both the local and wider community. Engaging in projects within the local community to encourage awareness of the hotel and our corporate responsibilities. • Budget Control – Making decisions on where and when we advertised and also controlling budgets in other areas of the business as well, such as corporate gifting/promotional materials. Show less



IHG Hotels & Resorts

• United Kingdom
• Hospitality
• 700 & Above Employee

• Area Sales Coordinator

  • Oct 2010 - Dec 2011

  • Pro-actively seeking out new business opportunities for Sales Managers/DOS’ within my cluster.• Prospecting new sales leads from a variety of sources – One Minute Questionnaires from Hotels, Sales Referrals from Sales Managers/DOS’, Business Parks, Newspaper Articles, Q Accounts (Previous enquiries/bookings).• Making appointments for our Sales Managers/DOS’ to visit prospective clients and investigate business potential for the IHG Managed Estate.• Requesting Corporate ID’s and Processing Corporate Agreements between bookers and Sales Managers/DOS’ • Attending weekly conference calls with Sales Managers/DOS’ to identify targets and develop ways of working to gain maximum return from prospecting. Show less

• Meetings Consultant

  • Mar 2005 - Oct 2010

  • Pre-qualifying and processing inbound enquiries to the department.• Sourcing availability in our hotels and creating & sending detailed proposals to our customers.• Regular communication and follow up’s with our clients to convert as much business as possible into the IHG Estate.• Working with Key Account Directors and Key Account Managers to obtain the maximum groups & meetings revenue via the agencies with whom we work and any new corporate accounts which have been assigned to me for e.g. Doosan Babcock & Oracle.• Continue to grow relationships with our key clients to maximise conversion for the IHG Meetings Centre, e.g. Venues Event Management.• Attending Familiarisation Trips to improve knowledge of our properties and also attending client immersion days at Venues Event Management once a quarter.• Maintaining best practice within the IHG Meetings Centre (e.g. lead handling & follow-up procedures) to ensure efficiency and customer service.• Following a detailed pre-qualification process of enquiries to provide hotels with the necessary information to submit competitive proposals. Show less



InterContinental Hotels Group

• UK Central Reservations Office (UKCRO), Brierley Hill, West Midlands

• Reservation Sales Advisor, (General Sales, Corporate and Brand Team)

  • Nov 1999 - Mar 2005

  • Creating the best first impression to the customer from the moment they are connected. • Delivering excellent service throughout each call to encourage repeat business and total customer satisfaction. • Being able to manage a high volume of calls each day; sometimes 100+. • Offering to upscale the client’s requirements whenever possible to increase overall revenue. • Enrolling customers into our Loyalty scheme to encourage repeat business. • Creating the best first impression to the customer from the moment they are connected. • Delivering excellent service throughout each call to encourage repeat business and total customer satisfaction. • Being able to manage a high volume of calls each day; sometimes 100+. • Offering to upscale the client’s requirements whenever possible to increase overall revenue. • Enrolling customers into our Loyalty scheme to encourage repeat business.