Experience

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  G adventures

  Nov 2006 - Nov 2016

  G Adventures – one of the world’s leading travel companies with 2,000 employees.Promoted to the position of Operations Manager in May 2012, managing the entire operations function for Europe and Morocco.Managing a team of five direct reports, including recruitment, training and performance management.Significant client relationship management experience with internal and external stakeholders. Employing superb communication skills to sensitively resolve customer complaints.ACHIEVEMENTSDeveloped 16 new geographical locations and increased the volume of passengers by 130% between 2012 and 2013.Researched and contracted 200 new Hotels and Transport suppliers in all Europe to met the need of the 130% region growth, some online and some travelling to destinations. Mostly concentrating in Eastern Europe, Italy and Spain as per company needs.Increased passenger numbers in the region overall from 2,000 to 8,000 in the past four years.Improved company KPIs and increased employee retention through the introduction of a one to one mentoring interview with tour guides after completion of tours.Improved trip profitability negotiating with Hotels and transport suppliers mostly in Italy and Spain where the language skills were a great advantage: Example lowered a trip cost in Spain by 40% negotiating Hotel and transport rate.Travelled extensively to meet all the Spanish and Italian suppliers to build relationship and trust and negotiate in person.Introduced tactical geographical placement of staff to encourage employee loyalty, which alsoimproved retention.Grew the team from a single autonomous role to a team of five. Show less Promoted to the position of Assistant Manager in January 2008.Direct line management of 45 tour guides across the Southern Cone and Antarctica, including recruitment, training, engagement and performance management.Organising and managing event activities for groups of 130.Deputised for manager and capitalised upon multi-lingual communication skills to effectively manage client relationships and resolve disputes.ACHIEVEMENTSUtilised exceptional negotiation skills to achieved significant rate reductions with suppliers.Improved efficiency within the region and enhanced the management of tour guides by introducing a new system for tour scheduling. Show less

  • Operations Manager

    May 2012 - Nov 2016

  • Assistant Manager

    Jan 2008 - May 2012

  • Tour Leader CEO (Chief Experience Officer)

    Nov 2006 - Nov 2008
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  Cupcake and slice family club

  Nov 2016 - Jun 2017

  Receptionist

  Checking in clients making sure they have bookings and take payments for services Answering the phone in a professional mannerAnswering emails and sorting out issues when they raised Informing clients when classes had cancellations or delaysDeal with complains first hand General administration in the club Sorting out invoices for staff payments

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  The body shop

  Jan 2017 - Jun 2018

  Branch manager

  Managing a team of 10 Sales AssistantOrganising shifts , making sure the shop floor is always coveredAdministration work during shift timeStock handling with ordering missing products and checking expired onesHandling returns and complains

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  Thomas cook

  Feb 2017 - Feb 2018

  Branch manager

  Thomas Cook-the world’s best-known name in travel.Managing a team of 8 direct reports in store, including recruitment, training, performance managementMaking sure the daily set targets were met efficiently with high customer service level Resolution of complaints before and after holiday bookedMinimising discrepancies and mistakes to reduce costs

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  Tailor made tours

  Feb 2018 - Oct 2018

  Operations manager

  Small Italian tour operator specialised in tailor made itineraries for Leisure Groups , MICE and IndividualsManaging a group of 5 people, training, motivating, helping prioritising tasksExpanding the Business with commercial calls to Spanish and Latin Countries using my language skillsNegotiate best rates with suppliers in UK and Ireland