Experience

Mark Warner

• United Kingdom
• Travel Arrangements
• 100 - 200 Employee

• Commercial Sales Manager

  • Oct 2019 - Present



Heathrow

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

• Commercial Manager - Heathrow VIP

  • Dec 2013 - Oct 2019

  • Developed and implemented a sales strategy to diversify client base, driving higher yield and income growth. • Delivered multiple change management programmes to improve commercial success and customer service delivery (end-to-end), improving client retention and revenue growth • Repositioned the service as the world’s best airport VIP service, protecting existing business while growing the client base and revenue without significant operational cost increase. • Trained an incumbent team of booking administrators and manager, transforming them into a successful sales team, instilling a strong sales and customer service culture into ‘business as usual’. • Onboarding, training, mentoring and coaching to Commercial Business Lead and Senior Operational Management team, Heathrow-based Commercial Managers and an offsite based Reservations Manager • Regular engagement with marketing, digital, PR and other sales functions across Heathrow to broaden product exposure and tactical sales activities • Led Salesforce-powered CRM and booking technology implementation (due for launch in Q4 2019). • Account management of B2C and B2B client portfolio to grow revenue (£10 million value) • Led client acquisition activities such as showcases, hosted-events, international sales missions, exhibitions, networking events, traditional marketing, PPC and SEO activities • Provided and analysed financial and operational reporting, informing business plan and forecasting, establishing strategies and tactical opportunities to maximise revenue and yield • Led cross-function activities to grow revenue across the airport • Guest speaker and representative of Heathrow at multiple events, including prestigious Foreign and Commonwealth Office hosted activities • Main contact for strategic and product partners and suppliers • Delivered a single view of risks and mitigations to Heathrow Executive team, impacting revenue, reputation, health and safety and compliance Show less



Quintessentially Villas

• London, United Kingdom

• General Manager

  • Apr 2012 - Oct 2013

  Sister business to Quintessentially Travel, part “Quintessentially”, the world’s largest concierge service provider, catering to a HNW and VIP client base. Reporting to the Founders and CEO of Quintessentially Travel & Lifestyle, with complete responsibility for establishing a new luxury villa rental company. • Charged with developing an under-performing villa listing portal into a profitable business, with two revenue streams - listing fees/marketing support and rental bookings. • Streamlined product ensuring preferential commercial terms were obtained. • Created a tiered listing fee structure, and supporting marketing materials and devices. • Developed all training materials, product contracts and sales resources, used internationally. • Understanding of global markets; adjusting product, service and marketing strategies accordingly. • Managed, trained and supported a team of Travel Consultants globally (Hong Kong, Dubai, London and New York), marketing personnel and intern placements. • Ongoing pricing and contracting of over 800 villa, chalet, apartment and yacht products globally, and supporting services, ensuring saleable product and margin-focused pricing, and proactive and tactical special offer strategies were in place. • Mentoring of clients/members of Quintessentially who were looking to rent their own holiday homes to the general public. • Development of Terms & Conditions, supported by company lawyers, with a view they would exceed the requirements of the ABTA code of conduct. • Restructured and streamlined existing staffing, recruited new permanent staff and ongoing intern placements. • Project managed the creation of new company website. • Ongoing website maintenance, including new product and service uploads and image selection. • Made myself available 24/7 to clients, and international offices (both within The Quintessentially Travel Group, and Quintessentially Lifestyle/Concierge) requiring assistance for new and existing business. Show less



CV Villas

• United Kingdom
• Leisure, Travel & Tourism
• 1 - 100 Employee

• Product Head - Spain, Portugal & Great Britain

  • Jun 2010 - Apr 2012

  • Managing the contracting, product development, operations and sales for the Spain, Portugal & Great Britain programmes. Working towards growth, improved product quality, margin, and overall profitability• Developing service and product quality, ensuring customer and villa owner satisfaction• Managing and motivating a team of staff in the UK and local representatives in Spain and Portugal, ensuring all members felt empowered and given receive the necessary support and tools to develop• Responsible for annual staff appraisals, ensuring staff are given performance feedback• Responsible for all negotiations, contractual and financial matters in connection with villa owners as well as keeping owners informed of bookings, answering queries, advising rental updates, and all other correspondence• Working with villa owners to ensure the maximum number of weeks at their houses are rented, negotiating rate reductions for special offers where appropriate. Liaising with villa owners over any customer complaints/breakages/claims• Analysis of CSQ’s, informing villa owners of any concern to the quality, service and health & safety, ensuring relevant improvements are made• Dealing with complaints received from customers within the shortest delay whether during or after their holiday, and responded accordingly• Website managements duties including adding new product and existing product maintenance• Marketing responsibilities including; the identification of underperforming regions and villas, to be supported through advertising and PR campaigns; also devising special promotions to accompany marketing devices to promote sales• Production of annual travel brochures, including copy writing, detailing villa specifications, image selection.• Ensuring budgets for brochure production and familiarisation trips are not exceeded• Assistance with PR, including arranging journalist trips to the properties Show less

• South Africa & Worldwide Specialist

  • Mar 2008 - Jun 2010

  • Researched and developed new products and destinations• Project managed the development of a new company brochure title, including working with copy writers and designers, image selection and ensuring factual accuracy• Worked with the marketing department to develop e-blast campaigns and liaised with PR in relation to new product, interesting news and updated offers• Contracted and costed holiday components (accommodations and ground services) through negotiations with owners and B2B contacts• Updated the website with details of new products and amendments to existing products• Loaded contracts onto the reservations system• Worked closely with DMC’s and villa owners in relation to feedback and customer satisfaction• Preparation of villa rental and hotel quotes, and tailor-made itineraries worldwide• Processed calls and emails, successfully selling using sound and solid sales techniques Show less



The Holiday Planner

• Thames Ditton

• Senior Travel Consultant & Marketing Executive

  • Sep 2006 - Mar 2008

  • Developed and contracted new portfolios of properties and travel experiences • Prepared complex tailor-made itineraries worldwide • Developed a strong customer base for busy professionals, high earners and VIP’s • Concierge style role included handling of all customers needs, no matter how unusual • Updated the website with new products, services and sample itineraries • Produced and purchased multiple adverts for the company, from full page colour ads to classified lineage within high-end publications, as well as captivating e-mail newsletters • Inspected overseas hotels and ground services to ensure high quality and faultless service for customers Show less



Tapestry Holidays

• Reservations Manager

  • Mar 2003 - Aug 2006

  • Prepared and analysed beds-to-seats reports and streamed flights to ensure maximise yield• Loaded updated product, prices and availability onto the company website as well as web-based Travel Agencies (Lastminute.com, IGLU, etc.)• Built strong relationships with Travel Agents through training sessions and ensured up-to-date portfolio information, availability and prices were always available• Handled any advanced queries or customer complaints unmanageable by the Reservations, Tailor-made or Administration teams• Prepared staff rotas to ensure cover and experience was consistent• General HR role, included following disciplinary procedures and interviewing new staff• Staff development and empowerment through training, monitoring, frequent performance reviews as well as providing tools and relevant reference materials to all team members, with an emphasis on sales techniques and customer retention but also included product and computer systems• Organised site-inspection trips for sales staff to improve knowledge and create passion for product, within pre-determined budgets• Developed staff and travel agency incentives to elevate performance• Ensured the high standards of the company were met at all time Show less

• Senior Tailor-made Consultant

  • Jul 1999 - Mar 2003