Office Services Manager

• Sep 2017 - Present

Services Manager

• Jan 2013 - Jul 2017

Reporting directly to the General Manager I am part of the senior management team responsible for bringing this exciting venture to life. As Services Manager I am responsible for setting and maintaining the service standards for the ORTUS for our guests, not only for the events but for the building, including liaising with our Catering and Cleaning partners. The role has a Facilities Management aspect to it, with Health and Safety and Maintenance also coming under my remit. We launched in June 2013 with the opening of the ORTUS, a multi-award winning learning and events centre in Camberwell, London. ORTUS is situated in a centre of world class excellence in the field of mental health and wellbeing. Our neighbours and partners are the South London and Maudsley NHS Foundation Trust, King's College London's Institute of Psychiatry, King's College Hospital and Guys' and St. Thomas's NHS Foundation Trust. We are a subsidiary of the Maudsley Charity which invests in innovative mental health related projects and infrastructure. The Maudsley name has a proud heritage and embodies an ethos of collaboration between ground breaking academic research and expert clinical treatment. The ORTUS has won the following awards: - RIBA 2014 - National and London Region Awards & mid listed for the RIBA Stirling Prize - New London Awards 2014; Winning Education Project - Civic Trust 2014 Award - Brick Awards 2013 - Best Education Building & Supreme Winner - ACA's Innovation in Partnering Awards - Highly Commended - Listed as one of Sunday Telegraph's top five buildings in 2013 Show less

Welcome Manager

• Dec 2005 - Dec 2012

The Welcome Department encompasses Admissions, Car Parks and Education. Leading 3 direct reports and a seasonal team of up to 100 I manage the first impressions of the guest to the resort. Using tools such as Mystery Shopper, KPI results and guest surveys I support the company's business objectives whilst living the company values. I have an annual budget responsibility of £500k. As a department manager within the Resort Theme Park Devision of Merlin Entertainments I ensure the compliance of and adherence to all relevant Health and Safety procedures. I work alongside other departments both within the resort and the group such as Finance ensuring cash handling procedures are followed and audited. Also Marketing and Trade Sales in order to drive volume and revenue to the resort and HR for recruitment and selection and performance management processes. Along with my department role I am part of a team of 6 operational managers performing park management shifts and media controller duties allowing me to lead by example and motivate not just my team but all teams within the resort. Capital Projects I have been involved in include the installation of the first Galaxy Ticketing System within the group, re-design of the park entrances in line with new brand positioning and paid car parking installation. My experience has lead to me being selected to represent operations in group IT development projects. Show less

Front of House Department Manager

• Jul 2004 - Nov 2005

Reporting to the Front of House Business Manager I was jointly responsible for the day to day running of the Admissions and Customer Service teams, consisting of 50 employees and 4 direct reports. Monitoring cash handling procedures, visitor service levels along with employee functions such as payroll, recruitment, performance management. Alongside my department role I carried out site Duty Management shifts ensuring the teams were communicating effectively and the visitor experience was one enjoyed and also efficient. Show less

Office Co-ordinator

• Jan 2004 - Jul 2004

I was responsible for the daily administration tasks within the office, processing applications and liaising with Cruise Lines on their staffing needs along with screening applicants to ensure they had a good understanding of cruise ship working life. I was also given the opportunity to organise a recruitment day that had a 97% hire success rate. I was responsible for the daily administration tasks within the office, processing applications and liaising with Cruise Lines on their staffing needs along with screening applicants to ensure they had a good understanding of cruise ship working life. I was also given the opportunity to organise a recruitment day that had a 97% hire success rate.

Chief Purser

• Mar 1997 - Jul 2003

Guest Service Manager

• Mar 1996 - Feb 1997

Reception Shift Leader

• Sep 1990 - Mar 1996