Managing Director

• May 2022 - Present

General Manager - Madame Tussauds, SEA LIFE Blackpool and Peter Rabbit Explore and Play

• Jan 2021 - May 2022

Cluster General Manager - Legoland Discovery Centre Manchester and Sea Life Manchester

• Mar 2020 - Dec 2020

General Manager - The Edinburgh Dungeon

• Jul 2018 - Mar 2020

General Manager - The York Dungeon

• Aug 2016 - Mar 2020

• Ensure consistent delivery of the Dungeon brand proposition. • Maintain and strive to improve external relations. • With the team execute strategies to improve customer satisfaction scores. • Leading the team implement strategies to improve the offer and maximize all income streams. • Execute all required Health & Safety measures. • Ensure strong and co-ordinated delivery of local marketing strategies • Ensure that a comprehensive database of travel trade customers and group organisers is maintained and developed. • Develop relationships with key media contacts in order to influence uptake of media opportunities. • Actively promote the profile of The York Dungeon particularly within York and key target areas. • Closely monitor weekly and monthly spend revenue and cost performance taking actions as necessary to deliver profit objectives. • Manage development projects. • Propose and produce an annually updated Business Plan and annual Budgets. • Lead and plan new Dungeon development projects • Produce proposals for capital investments. • Pursue opportunities for gaining sponsorship/support for development projects in conjunction with the central brand and marketing teams. • Ensure all team members have regular appraisals and that set reviews are conducted in a timely and responsible manner. • Via personal coaching and where relevant training and development programmes, develop all direct reports to a high level of readiness for advancement or expansion of role. • Ensure that an effective succession management plan is in place for all The York Dungeon management positions and anticipating support required by other existing or new Dungeons. • Ensure all HR Policies & Procedures are met and complied with, particularly in the case of Employment Law. • Deliver consistent KPI’s against set targets on key customer satisfaction metrics. • Manage any complaints as per the policy and ensure that records are maintained for future review. Show less

Head of Visitor Services and Experience (JORVIK Group)

• Sep 2007 - Aug 2016

• To strategically manage the department and make effective decisions for the benefit of the business. • Through communicating effectively be responsible for upholding the reputation of the Trust. • Ensure that world class customer service standards are implemented and delivered to all visitors. • To manage all teams within the Museums ensuring that the Trust’s aims are considered at every opportunity, including the Attraction and Department Managers. • To act HR contact on site and consult the Trust’s HR Manager when necessary for further assistance and guidance. • Continually review and update all Operational procedures to ensure accurate up to date information is provided to all front of house staff and volunteers. • Monitor staff performance, conduct appraisals, identify training needs and implement the required training plans, deal with and monitor performance and other personnel issues. • Recruit new staff and deliver staff inductions, ensure absence monitoring, create and deliver staff training and lead any disciplinary hearings. • Ensure that Health and Safety standards and procedures are adhered too and that all legal regulations are met. • Manage the finance within the set budgets laid down by the Trustees, ensuring that savings are made where possible and that the decisions made are financially viable. • Ensure that all licences that are required are applied for and effectively communicated with all staff. Show less

Recruitment and Retention Manager

• Jan 2004 - Aug 2007

• Recruiting employees for 6 restaurants in York and Ripon • Report directly to the companies HR and Operations team. • Monitoring the progress of an employee in the same role in two Scarborough stores • Staff and Management development plans and staff inductions • Working towards and maintaining company target turnover • Delivering workshops and staff development days • Monitoring training of over 400 employees • Auditing the stores quarterly and creating realistic action plans • Working closely with the companies HR and Training departments • Ensuring the files of over 400 staff meet company and legal requirements • Acting as Staff Liaison Officer for all employees • Creating systems to adhere to the restaurants individual needs • Ensure recruitment material is displayed when required • Making outside recruitment connections for each the stores Show less