Experience

Britannia Hotels

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Head of Group IT, Projects & Compliance

  • May 2018 - Present



Britannia Hotels Ltd

• United Kingdom
• Hospitality
• 300 - 400 Employee

• Group IT & Project Manager

  • Apr 2014 - Present

  Reporting to the Finance Director I still hold responsibility for the various ongoing Projects & compliance within the business & the Pontins Central Reservations Call Centre. My role now also includes management of the IT & Telecoms functions for both Pontins & Britannia & systems support of the new PMS reservations system.

• Project Manager

  • Jul 2010 - Dec 2014

  Reporting to the Finance Director I was resonsible for various Business Critical Projects including the roll out of a new PMS system to all the hotels & Call Centres & obtaining & assuring PCI Compliance for the company.I was also involved in various other projects including the aquistions of Pontins Holiday Parks & further hotels. I also oversee the Central Reservations Call Centre for the Pontins brand.

• Call Centre Manager

  • Nov 2006 - Jul 2010

  This was a Senior Management position reporting to Finance Director where I was responsible for the complete Call Centre start up growing from 4 to 130 staff (100 FTE) in a 24/7 environment with further ongoing expansion. This included overall responsibility for Reservations, Administration, Group Sales, Outbound Sales, Training & Recruitment & Resourcing departments and in other areas of the business I was responsible for the Group IT department including telephony & all ongoing projects including PCI compliance and upgrade to new reservations system.



BSI (Booking Services International)

• Operations Manager

  • Oct 2005 - Oct 2006

  This was a Senior Management position reporting to the Managing Director where I was responsible for the Call Centre management & start up of the new Northern Office including IT and Telecoms solutions.Other responsibilities included Management of Hotel & Conference reservations desks ,assisting with Client tenders, Account Management & Facilities Management. This was a Senior Management position reporting to the Managing Director where I was responsible for the Call Centre management & start up of the new Northern Office including IT and Telecoms solutions.Other responsibilities included Management of Hotel & Conference reservations desks ,assisting with Client tenders, Account Management & Facilities Management.



Urbanweb/Holidays by Phone

• Customer Services Manager

  • Oct 2003 - Dec 2004

  A Senior Management position reporting to Director of Retail where I held responsibility for the Customer Services phonebank, 2 Administration teams and Customer Relations (written complaints) team. (40 staff total).On a daily basis I was responsible for Investigating and resolving customer complaints and queries, taking over calls when necessary, recommending and agreeing compensation/good will payments & producing detailed defence to any legal actions against the company.The role also involved Project Management including the creation & implementation of the company Customer Service strategy along with implementation of new Back Office Administration and Point of Sale system throughout the Call Centre



MyTravel

• Business Analyst / Implementation Consultant

  • Jun 1998 - Nov 2001

• Various

  • Jul 1989 - May 1998

  Sales ConsultantSenior Sales ConsultantRetail Store ManagerProject Implementation Consultant