Nicole Graham

Experience

• 

  Radical Travel Group Ltd

  Mar 2008 - Oct 2008

  Sales & Reservations
• 

  NZSki Ltd

  Jun 2010 - Oct 2011

  Team Leader Guest Services

  • After my first season as a member of the Guest Services team at Coronet Peak ski field I was promoted to Team Leader.• Managed and lead a team of 15 in providing outstanding customer service as the first point of contact for many visitors to the ski field, working frontline during the busiest periods to assist and advise with the purchase of their lift passes, rentals and lessons.• Designed and delivered pre-season and ongoing staff training. • Responsible for the day to day running of the department whilst on duty.• Prepare and participate in weekly team meetings with all management across the business to share department progress and performance. • Planned health and safety meetings, trained as fire and safety officer• Responsible for end of day cash on site cash up, weekly rotas and resourcing. Show less

• 

  London 2012

  Jan 2012 - May 2012

  Personal and Team Assistant

  • Working as part of the ‘Last Mile’ team my role was to personally assist the events management team behind the ingress/egress of the Olympic Park at Stratford.• Responsible for effectively organising the teams diary day to day as well as arranging meetings with key stakeholders and external partners to give the team a chance to put together various plans of action to work on before the event itself.• Sitting in on meetings with external partners such as Transport for London and the Metropolitan Police to take notes and minutes to provide a comprehensive report of findings and discussions.• Responsible for organising the travel of various members of the team in and around London ensuring each member knew where they were and what they were to achieve on a day to day basis. Show less

• 

  Radical Travel Group Ltd

  May 2012 - Nov 2012

  Sales & Reservations

  • Working as part of the sales and reservations team to sell bus tours round Scotland, required in-depth knowledge of each of the routes and products on offer.• Bookings taking in person, over the phone and by email, required excellent customer service skills a polite manner as well as excellent organisation skills when it came to checking in the tours ready for a daily departure at 8am.• Responsible for pre and post tour prep including organisation of ferry and rail tickets where applicable as well as lunch vouchers and kitty money for the drivers.• Booking private accommodation in B&B for those wishing to upgrade from hostels as well as for the diver on tour.• Frontline customer focused role working in a sometime fast paced and hectic environment during the busy summer months. Show less

• 

  Ski Independence

  May 2013 - Aug 2015

  Ski Specialist

  • Working as part of a small team to build and tailor make clients ski holiday itineraries to resorts we feature in Europe and North America using in-house reservation system and Galileo, the airline GDS we use to source flights. • Liaise with airlines, transfer companies, accommodation providers and resort suppliers to build packages for clients that satisfy their requirements.• Responsible for effectively managing my time in order to deal with a large amount of incoming quote requests to provide the best customer service possible whilst generating revenue and building my client base.• Organising customer itineraries by offering outstanding product knowledge and include added extras to add value to my customer holiday experience. Show less

• 

  Rabbies Trail Burners Ltd.

  Feb 2016 - Sept 2016

  Reservations Consultant (Part time)
• 

  Osprey Holidays

  Sept 2016 - Nov 2017

  Agency Sales Executive

  Key responsibilities include:- Working as part of the marketing team to develop and maintain relationships with existing travel trade partners; travel agent consortia, independent agents and homeworkers as well as key suppliers from across North America and Europe.- Identifying and growing new travel agent partners for the Osprey Holidays and Ski Independence brands, including all administration and database management.- Planning and delivery of in-store training to develop agents’ product knowledge and brand awareness and responding to agent queries via telephone and email. Show less

• 

  VisitScotland

  Nov 2017 - now

  Key Responsibilities include;- Contributing to targeted growth from the US market through managing a portfolio of intermediary key accounts.- The development and implementation of the intermediary strategy for the US market, delivering measurable outputs in support of the team's goals, including product development and the introduction of new products to the market; product extension; increased profile and promotion of products and incremental sales.- Engaging the support of delegated key accounts (tour operators, travel agents, DMCs, airlines) in VisitScotland's campaigns, enhancing their relevance and effectiveness through the inclusion of Scotland product messages and through brand affinity. Show less

  • Market Development Manager - USA

    Apr 2022 - now

  • Assistant Market Development Manager - USA

    Nov 2017 - Apr 2022