Experience

Stewart Travel Group

• United Kingdom
• Travel Arrangements
• 1 - 100 Employee

• General Manager for Specialist Products

  • Nov 2018 - Present



Unemployed

• Scotland

• Career break

  • Jun 2018 - Oct 2018



TUI

• Germany
• Travel Arrangements
• 700 & Above Employee

• Service Delivery Manager

  • Jul 2017 - May 2018

  • Managing over 150 employees delivering sales and service KPI’s for all TUI group Guests in Mexico.• Working across 6 different languages and cultures. • Perform cost saving and process improvement, in charge of delivering revenue of over 2million USD per month.• Co-ordinate and review service reports and system logs for accuracy and completeness before delivery to the customers.• Respond promptly to client calls/emails to resolve questions and problems, escalating to senior leadership when appropriate.• Effectively manage multiple orders to ensure that they are delivered on time, within budget and to the guest satisfaction.• Account for and contribute to the overall performance of the managed services organization, along with operational managers and technical leads.• Conduct regular staff meetings to discuss projects, on-going issues, client concerns, and to motivate and energize staff.• Work with senior members of account leadership team to develop ideas for expansion of service opportunities.• Manage and motivate performance of 9 international team managers through reviews, coaching and development• Meet with internal/external customers to consult on technical solutions, project planning, issue resolution, and implementation assessments.• Work with the client and operations teams to identify and manage service improvement activities. Show less

• Service Delivery Area Manager

  • Apr 2015 - Jul 2017

  • Managing the day to day operations of TUI destination services in the USA and Caribbean, creating smiles for customers from 6 source market countries. • Managed a service delivery team of local and international staff across 10 countries.• Participated and provided support to the executives as well as function in the day to day governance and administration of Service Management tasks.• simplified complex situations and made timely decisions on best course of action.• Coordinated overall services with the customer for daily customer support, change and incident management.• Communicated to different levels of management (internal and client) providing various status, problem resolution and progress reporting in a way to ensure confidence with the customers.• Worked with team members to provide training and employ best practices to achieve top results.• Managed one of company's largest and most difficult clients to meet service standards and project delivery dates.• Increased profit margins to double the Company expectation while maintaining service standards.• Responsible and accountable for service and revenue in the area, first hand crisis management, controlling large scale incidents affecting thousands of people, both during and post incident.• Ensured guidance and direction is given to a team of customer facing managers through motivation and reward.• Responsible for rapid team expansion providing training and performance evaluations on a regular basis.• Focused resources on critical business needs to reduce costs while achieving optimal results.• Ensured relevant service documentation, configuration items are maintained, regularly reviewed and up-dated as required across the service. Show less

• Area Manager

  • Feb 2011 - Apr 2015

  • Managed a cross-functional team of over 200 employees.• Accountable for million pound budgets and delivered revenue streams worth several million pound.• Dealt first hand with crisis management, controlling large scale incidents and thousands of people, both during and post incident.• identified load balancing needs across teams. This includes ensuring staff adjustments are made to support volume changes.• Modeled and provided direction by coaching and developing others at all levels, to foster long-term learning and development based on effective leadership and process expertise.• Ensured guidance and direction was given to customer facing managers through motivation and reward.• Identified and targeted influence efforts at the real decision makers and those who can influence them.• Ensured that reconciliation processes within the group are completed accurately within time frames required by agreement and regulation. Show less

• Resort Manager

  • Feb 2004 - Feb 2011

  • Managing large customer facing teams as well as reporting KPI's to senior management.• Set targets and objectives to drive results in sales and customer service.• Controlled average daily rates, average checks, staffing levels, environmental projects, guest history, and resolved all guest issues.• Develop additional selling skills with team on how to recommend additional products and services to increase sales.• Trained, coached and mentored motivated team.to increase their level of knowledge and how to uncover additional needs.• Increased hotel profitability by controlling expenses, and increasing bookings.• Strengthened quality performance level by reshaping the culture and providing guidance and supervision to management.• Successfully managed property day-to-day operations to achieve optimum performance, profitability, and 100% guest satisfaction.• Ensured that team are following policy and procedures according to the company procedures manual and promoting excellent guest service. Show less

• Team leader

  • Feb 2001 - Feb 2004

  • Sold excursions and introduced extra ancillary products to customers, increase resort revenue.• Responsible for hotel quality and safety, accountable for several hundred customers in a hotel environment.• Interacted with customer and provided a list of suggestions that the customer can choose from as well as delivered world class customer service.• Conducted research according to the requirements of the clients.• Organized customers holiday plans and accommodation, ensuring they settle comfortably in their hotel.• Built a rapport with customers and proposed preferred products and services based on their adherence• Managed client inquiries and kept them updated on progress through a range of communication channels.• Provided excellent customer service in dealing with corporate representatives and their subordinates. Show less



Thomas Cook Group plc

• Travel Arrangements
• 700 & Above Employee

• Travel Agent

  • Feb 1999 - Feb 2001

  • Planned and conducted formal training for newly hired and seasoned agents as well as managing a large customer base. • Met and conversed with customers on their travel needs and helped them with information on hotel environment. • Determined customer needs and provided world-class service to corporate, leisure, and group travel customers • Provided detail information to customers on paperwork needed, weather conditions, and things to carry. • Proactively market, sell and consult with clients in regards to tour, cruise, air, car and hotel products and all other related services. • Identified client’s wishes, needs and requirements and made appropriate travel recommendations. • Attended to client’s queries made both on the phone and via the Internet. • Kept up to date with knowledge of resort such as tour, cruise areas, tour packaging, preferred vendors and in-house groups. Show less



Stewart Travel Group

• United Kingdom
• Travel Arrangements
• 1 - 100 Employee

• Travel Consultant

  • 1996 - 1999

  • Met and conversed with customers on their travel needs and helped them with information on hotel environment. • Determined customer needs and provided world-class service to corporate, leisure, and group travel customers • Provided detail information to customers on paperwork needed, weather conditions, and things to carry. • Proactively market, sell and consult with clients in regards to tour, cruise, air, car and hotel products and all other related services. • Identified client’s wishes, needs and requirements and made appropriate travel recommendations. • Attended to client’s queries made both on the phone and via the Internet. • Kept up to date with knowledge of resort such as tour, cruise areas, tour packaging, preferred vendors and in-house groups. Show less