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Work Background
COMING SOON!Founder
Aug. 2024
Forbes Travel GuideExecutive Trainer
Jul. 2022 - Aug. 2024Global
Ewan Riccio-Laing - Professional Officiant & Independant Civil CelebrantProfessional Officiant & Independent Civil Celebrant
Aug. 2020Savannah, Georgia, United StatesBusiness Owner. Conducting weddings, funerals, baby namings, and vow renewals tailored perfectly to my client's vision. My sole aim is to provide an experience that creates memories for you and your family to cherish forever at key moments throughout life.
Celebrity Cruises, Inc.Fleet Director of Service Excellence
Jan. 2020 - Aug. 2022GlobalMy Responsibilities:
~ Sustaining the strong partnership between Celebrity Cruises and Forbes Travel Guide.
~ Partnering with our Captain’s, Hotel Directors, and shipboard teams to deliver consistently on our internal service culture and Forbes Travel Guide standards across all 13 ships in our fleet.
~ Communicating the Forbes Travel Guide standards in an engaging and memorable way to all shipboard teams through learning experiences, support resources and on-the-job coaching to members of the shipboard teams at all levels.
~ Arranging all planning, logistics and execution of shipboard Forbes Travel Guide training with their L&D Teams.
~ Conducting comprehensive internal evaluations, providing feedback, and building targeted action plans that support operational leadership to build consistency in the delivery of our service output. My Achievements:
~ Designed and developed a blended learning program that supports leaders across the fleet to have confident conversations with their team about the Forbes Travel Guide standards by enhancing their operational training skills.
~ Built and implemented a fully digital internal evaluation tool allowing our shipboard operational leaders to efficiently identify where their areas of opportunity are and act upon them to directly improve service output and build consistency.
~ Created over 100 support resources including training materials, video content and operational guides.
~ Built a completely bespoke program of daily bite-sized learning experiences for our teams of shipboard Butlers.
Celebrity Cruises, Inc.Learning & Development Consultant
Sep. 2018 - Jan. 2020WorldwideMy Responsibilities:
~ Delivering targeted leadership development through enhanced workplace coaching experiences.
~ Supporting leaders to identify talent from within their teams and develop action plans that support their career success.
~ Implementing talent management tools to support the talent pipeline across the fleet and ship.
~ Delivering leadership development programs of learning for all levels of management.
~ Delivering our internal development program for senior leadership in partnership with Cornell University.
Genting Casinos UKLearning & Development Manager
Jun. 2015 - Sep. 2018United KingdomMy Responsibilities:
~ Managing and leading the L&D Function including a team of two nationwide learning facilitators and a digital learning content designer.
~ Managing the company training calendar and ensuring that the resources required to implement this throughout the year are made available.
~ Working as part of the Genting UK People Development Team to support the talent pool through learning interventions that are delivered to the right people, at the right time to support their continued development.
~ Managing the LMS platform and ensuring that all compliance-based learning is available and being completed as per our company's policies and procedures.
~ Supporting our teams to deliver on their business goals through the design and delivery of effective and impactful learning interventions. My Achievements:
~ I managed the design and launch of a bespoke LMS platform and career development tool for the business. The tool supported us to quickly improve our onboarding and time-to-competency rates nationwide, it also allowed us to build a more sustainable talent pipeline for roles across the business.
~ I redesigned the company’s service culture “Signature Service” to modernize and reconnect the team nationwide with our service standards. I developed and delivered a bespoke, blended learning program that covered all aspects of customer service journey including luxury service standards, complaint handling, reservations, and digital communications.
~ Designed a brand-new, tailored leadership development program that was built specifically for our business and designed to support leaders at all levels and support us to strengthen our talent pipeline across the company.
Tickety-Boo TrainingLearning and Development Consultant
Mar. 2015 - Jun. 2015Scotland, UKI worked with Tickety Boo after returning from life on board cruise ships. I supported their clients from around the hospitality and leisure environment to deliver the best learning experiences for their people. I worked hard to build bespoke learning opportunities that ensured that their teams left with an understanding of how and why it was important that they put what they learned into practice back in their workplace. I worked with senior representatives of our clients companies to understand their business and provide experiences that would truly work to benefit their business goals and objectives. In my short time with the Tickety Boo team I received consistently excellent feedback post-delivery from all of our clients.
Disney Cruise LineHuman Resources Training Officer
Apr. 2013 - Mar. 2015InternationalHuman Resources liaison for ship-wide service standards and New Hire orientation training. Exemplifying Disney and Disney Cruise Line tradition, culture, and values for both our Guests and our Crew Members. My Responsibilities:
~ Facilitating and coordinating the shipboard orientation program for New Hire Crew Members.
~ Coordinating, supporting and effectively communicating training needs with departmental training liaisons and trainers, Senior Officers and Shipboard Leadership Committees.
~ Partnering with departmental training liaisons, trainers and senior leadership to design, create and facilitate bespoke training materials that will positively impact their operational needs and guest service outputs.
~ Maintaining all shipboard training records.
~ Designing, Creating and Distributing internal communications for Crew Members using available shipboard technologies and resources.
~ Partnering with our Safety team and Shore-side team to ensure that compliance training and regulatory training is kept at a high level of focus ship-wide.
~ Leading the shipboard Crew Promotion and Transfer scheme to ensure that it is administered effectively and efficiently to maximize Crew Member retention.
~ Supporting leadership training and development programs on board to maximize the effectiveness of our Disney Leaders.
~ Working closely with Disney University to plan, design and implement training resources and materials for use across our fleet of cruise ships.
Disney Cruise LineGuest Services Manager
Oct. 2012 - Apr. 2013InternationalLeading the Guest Services Operation, maintaining the highest level of Guest Satisfaction, and ensuring that all operational requirements are fulfilled. My Responsibilities:
~ Ensuring the daily performance of the Guest Service Desk.
~ Direct leader to the team of Guest Service Host/ess; providing Coaching, On the Job Training and support to ensure that the highest levels of guest service were being met at all times.
~ Effectively communicating not only internally but also with a wide range of departmental leaders and senior leaders to ensure the guest service operation is effective and efficient at all times.
~ Communicating and delivering on departmental goals and targets during periods of change. Managing this change and supporting our teams to excel together by developing and delivering bespoke training sessions and continued support through open communication and delivery.
~ Having the ability to call upon appropriate resources to resolve various guest challenges; excelling at professional networking and building up trust and respect from fellow colleagues and senior leaders.
~ Assessing entire operational needs amidst high activity and allocate necessary resources when and where required.
~ Ability to handle multiple situations and projects simultaneously and prioritize appropriately.
~ Handle diverse and demanding Guest situations whilst maintaining Disney professionalism at all times.
~Working heavily with US Customs & Border Protection officials to maintain and protect the professional relationships already in place by submitting all legislative paperwork accurately and in a timely manner.
The Royal Terrace HotelF&B Manager / Duty Manager
Apr. 2011 - Oct. 2012Edinburgh, ScotlandMy Responsibilities:
~ Designing and delivering a company wide induction program throughout our hotels in Scotland and North England. Training and supporting our on-site ‘Training Ambassadors’ in order for them to facilitate the sessions to their teams.
~ Responsible for ensuring the Guest Services and Reception teams were providing excellent service standards in line with our companies vision and mission statement. Ensuring that our teams received appropriate training and support to fulfill their departmental goals.
~ Streamlining our workplace processes to ensure they better serve our guests and our companies vision.
Marriott InternationalAssistant Front Desk Manager
Aug. 2010 - Apr. 2011Edinburgh, United KingdomMarriott International taught me the benefit of strong brand standards and the business benefits that can really be gained from instilling these right at the start of the recruitment process. Experiencing an international company such as Marriott allowed me to understand the effect this has the dynamics of a team. This position allowed me to truly re-evaluate my outlook on how success can be found within the hospitality industry, bringing me the ability to identify talent within our teams more effectively and provide support and guidance to those who need it.
The Cramond Brig - Bar & RestaurantGeneral Manager
Aug. 2008 - Aug. 2010Edinburgh, United KingdomStarting as a part-time member of the Front of House, I quickly progressed through the supervisory and managerial positions to become General Manager of this 200 cover bar and restaurant. ~ During major transitions with the company ownership I was able to maintain consistent and excellent target results with regards to financial budget and guest experience. ~ Responsible for the performance of our team; consisting of 30 team members and 5 supervisory staff. ~ Performing all HR duties involving our team and ensuring that accurate record keeping practices were in place. Managed all recruitment and ensured that internal promotions were handled effectively to allow for sufficient transition periods.
~ Maintaining all financial records for our outlet ensuring that reports were tracked and accurately recorded at all times.
~ Maintaining constant contact with the Business Owners and Partners to ensure that success and learnings were always communicated and discussed effectively.
Rosturk House LtdCare Assistant
Jun. 2005 - Aug. 2008Cupar, Scotland, United Kingdom
Kingarroch Inn, St. AndrewsFloor Staff / Shift Supervisor
Jan. 2003 - Jan. 2008
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