Mark Vickers

Experience

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  Marriott Hotels

  Jul 1999 - Feb 2003

  Effectively lead and drive engagement of a team of 25 individualsNew Hire Training coordinatorFire investigator and evacuation marshalSolve guest issues in line with Marriott StandardsContribute to the control of physical resourcesEstablish and maintain the condition of work areas and equipmentMaintain the health, safety and security of the working environmentUphold smooth service through a variety of meal periodsPrepare and manage bar area in accordance with local laws Show less

  • Restaurant Supervisor

    Jan 2002 - Feb 2003

  • Food and Beverage Associate

    Jul 2001 - Jan 2002

  • Commis Chef

    Jul 1999 - Jul 2001
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  Walt Disney World

  Mar 2003 - May 2004

  Cultural Representative / Disney Trainer

  Cast Member at one of the world’s largest entertainment and hospitality destinationsExceed Disney’s 7 Guest Service GuidelinesProvide service to a group, or several groups, of guestsPromote and share British history and cultures with guestsAs a Disney Trainer I would provide new Cast Members with introductory on the job support and coachingEnsure the comfort of VIP guests during special eventsProvide immediate service recovery, to create a positive experienceLeverage the skills of fellow Cast Members to deliver exceptional Guest ServiceIdentify areas of opportunity, through guest feedbackInteract and relate to guests and peers from around the world, helping assist with special requests Show less

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  British Midland International

  Jan 2004 - Jan 2006

  Cabin Crew

  Deliver excellent customer service with speed, charm and styleProvide an in-flight service to both business and economy cabinsSafety checked on Airbus 319, 320 and 321First aid trained to a high level of competency

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  Disney Cruise Line

  Jan 2006 - Jul 2006

  Dining Room Server

  Deliver an exceptional dining experience for our Guests by providing individualised serviceOrganise and coordinate the service to anticipate our Guests' needs and exceed their expectationsProvide flawless and professional presentations everydayAbility to communicate clearly and concisely across all levelsComply with all regulatory safety training including Safety of Life at Sea (SOLAS)

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  British Airways

  Oct 2006 - now

  Ensure the smooth running of the Global Learning Academy operation and administration. To manage trainers and delegates across a single 260,000ft² site. 6 sites located at London Heathrow and 6 global sites in New York, Houston, Dehli, Manchester, Newcastle and Hong Kong.Provide excellent customer service so that the delegate experience is positive and reinforces the BA Brand and Service Hallmarks.Oversee the administration and logistics of running the Global Learning Academy including its physical assets, for example ensuring that training rooms are fit for purpose and stocked and that delegates can effectively use training facilities.Manage the running of the facilities in the Learning Organisation including the reception and resolve any day to day issues to maintain operational and customer excellence.Tactical decision making to resolve any operational issues, ensuring the smooth running of the training programme on the day.Performance manage trainers and delegates whilst they are at the Learning Academy to ensure that any performance issues are recorded and handed over.Gather delegate and trainer feedback to seek ways to improve the customer service proposition.Alongside Administration & Logistics Executives, provide accurate tracking and reporting of course attendance and completion to comply with both internal and external requirements and standards Show less Lead, manage, inspire and motivate a team of 15 Customer Service Managers to deliver a consistent in-flight customer service experience with productivity, cost performance, safety and onboard service recovery in mindManage a portfolio of ground based processes such as leading large scale recruitment campaigns, training delivery, commercial focus groups and policy casework adviceLeading continuous improvement groups to maintain a culture of engagement, involvement and one team culture both on the ground and in the airTraining of colleagues in formal teaching and facilitation sessions within the Learning Academy in specialist leadership courses such as Emerging Operating Leaders and Leadership MattersManage performance related pay processes for managers, determining department distribution curve & any associated recognition/reward in line with a High Performance Leadership structurePeriodically operate as part of a Cabin Crew team, contributing to the service whilst providing feedback and coaching to the onboard managerSupport various business areas with mediation services and advice to resolve colleague difficultiesDevelopment of talent and proactive in mentoring and coaching line managers providing support both on and off the aircraft.Manage the recruitment process as campaign manager for Cabin Crew and Customer Service ManagersSetting performance standards whilst driving performance management processes, regularly reviewing & monitoring performance across 15 direct reports and 120 indirect reportsThrough continuous and effective engagement, ensure Customer Service Managers understand current business and commercial issues which may impact the customer and the department. Own and build interfaces with the wider business to source and share knowledge and feedbackProactively explore opportunities to enhance and increase business through engagement with service partners and internal departments Show less Lead, manage and coach a team of eight Cabin Crew to ensure consistent delivery of world-class customer serviceAct as a BA Ambassador to crew, colleagues and customers and to be a role model for my team at all times, being passionate about customers and business initiativesOn the job coaching of colleagues to support personal and professional developmentTraining of colleagues in formal teaching and facilitation sessions within the Customer Learning Academy such as New Entrant, and annual safety trainingUphold and maintain compliance with British Airways Safety and Security standardsEngage and motivate my team by providing continuous development by recognising high performance and tackling poor performance in an uncompromising manner to meet the needs of the departmental objectiveDelivery of commercial awareness and understanding to Cabin Crew in formal briefings, and cascading relevant information during team days and team flightsRecruitment of New Entrant Cabin Crew in liaison with the Resourcing DepartmentDevelopment of cross department relationships to support development and continuous improvement of the fleet Show less Ensure operational safety and security in line with EU-Ops and all other relevant legislationConsistently provide world-class customer service across all of BA’s BrandsPart of the start-up team for a new brand, Club World London City - New YorkAct as an ambassador to crew, colleagues and customers, while maintaining exceptional uniform standardsMaintain compliance at all times with Safety Equipment Procedures and mandatory training requirementsTrained to operate on Boeing 777, Boeing 737, and Airbus Family aircraft Show less

  • Infrastructure & Contingency Manager

    Jan 2023 - now

  • Project Manager (secondment)

    Nov 2021 - Dec 2022

  • Infrastructure & Contingency Manager

    Oct 2020 - Nov 2021

  • Duty Operations and Facilities Manager

    Apr 2018 - Oct 2020

  • Learning Operations Duty Manager

    Apr 2015 - Oct 2020

  • Inflight Business Manager

    Sept 2011 - Apr 2015

  • Customer Service Manager

    Sept 2010 - Sept 2011

  • Cabin Crew

    Oct 2006 - Sept 2010