Experience

Ibiza Rocks Group

• Hotels and Motels
• 1 - 100 Employee

• Customer Experience Manager

  • Apr 2016 - Present

  • Working closely with the business; Board, Management Team and Employees to create and deliver an excellent Ibiza Rocks ‘authentic’ customer experience throughout the hotel.• Lead, engage, motivate and performance manage/review the teams to deliver a high performance and authentic customer service; whilst ensuring the achievement of Employee Engagement • Take full ownership of customer issues & incidents, ensuring brand reputation, follow through, and resolutions to completion • Create, write and deliver start of season and on-going training and coaching to direct team (and wider customer facing teams across all departments) in relation to company induction and customer service (and relevant operational topics)• Continually review processes and the operation, making and driving efficiencies as and when required to improve the customer service delivery in own teams and across the whole hotel• Oversee & manage the post-holiday customer service function to ensure any customer complaints are managed efficiently & effectively• Ensure all customer facing branding & promotional material is professional, on brand and customer centric• Establish and maintain excellent relationships with key internal & external stakeholders and partners; such as local authorities, British consulate, medical centers, police, tour operators and partners etc.• Assist and advise on the H&S aspects of the hotel and to ensure the hotel meets UK and Tour operator requirements. • Monitor and assess hotel team compliance across all departments against procedures* Created, organised, lead and delivered 4 years of successful recruitment campaigns for customer facing teams across the business.

• Overseas Delivery Team Manager

  • Apr 2014 - Apr 2016

  Management of all sales, service and in resort marketing to deliver a unique holiday experience to all customers. Implemented the hotel daytime pool entertainment program ensuring a unique customer experience based around energy and atmosphere. Achieved all pre-set KPI objectives which included sales, service and brand delivery. Work closely with the hotel management to deal effectively with any issues that arise. Kept communication channels open between head office and resort. Supported the Live Events team with the twice weekly live concerts through promotion and service to the customers during the event. Achieved all customer service scores from the various channels. Negotiated contractual agreements and deals with suppliers throughout the season to maximise profit. Built and maintained relationships with both internal and external customers. Manage the brand both physically and digitally through various channels including survey monkey and Trip Adviser and all social media. Developed and delivered training to all reports, coaching them to ensure the promotion and sale of company products, adding value to the overall customer experience. Coached teams to deliver an experience that sets the brand apart from competitors, encouraging customer loyalty. Effectively managed all resort costs and revenues ensuring the team was financially stable and profitable. Developed all reports throughout the summer season through an effective performance management system. Set and managed financial controls to protect all company money and assets. Lead the team from the front to inspire and motivate.



TUI

• Germany
• Travel Arrangements
• 700 & Above Employee

• Retail Store Manager

  • 2012 - Apr 2014

  Achieved all given KPI's including sales, service, brand marketing and extras.Turned a non profitable P&L to a profitable one within a year.Developed and trained the team through coaching and performance management.Passed both years audits in all areas, achieving scores in the 90s.Within the top ten shops for customer service based on mystery shopper surveys and e-surveys.Took on the role of sustainable tourism champion within my region to help inspire my colleagues.Stepped in as part of the sales team during busy periods leading from the front.Ensured all financial controls were followed to protect company money.Embraced change and acted swiftly with any changes within the business.Ensured all company communication was fed down to teams. Met deadlines with all administration responsibilities.

• Resort team manager

  • 2004 - 2012

  During this time I became a qualified NVQ assessor.Part of the worldwide overseas staff recruitment team for three winters.Worked in destinations across Europe leading teams that included: 2wentys, Mainline staff, Football coaches, Swim coaches, kids club team, entertainers and team leaders.