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Work Background
VikingAssociate General Manager
Nov. 2023GlobalSailed on the Viking Mars and Neptune vessels.
VikingGuest Services Manager
May. 2022 - Nov. 2023GlobalSailed on the Viking Star, Sea and Mars: US, Canada, Central America, South America, Scandinavia, Caribbean and Mediterranean - Ship Capacities 930 guests. Lead and inspire the entire Guest Services team to deliver exceptional service. Advise all other departments to actively encourage feedback from all stakeholders for improvement within the entire guest journey. Review comments and ratings on a voyage basis and make changes where necessary. Enforcement of compliance policies and procedures. Final arbitrator with all guest complaints. Play a pivotal role in the Senior Management team with all operations. Reporting to the Financial Officer. Leading a team of 9 front office personnel.
Carnival UK (P&O Cruises & Cunard)Duty Manager - Home Port Operations
Aug. 2021 - Oct. 2021
Carnival UK (P&O Cruises & Cunard)Customer Services Manager
Aug. 2017 - May. 2022Fully responsible for the entire customer's holiday happiness journey from embarkation through to disembarkation. Overseeing, supporting and developing the Hotel Operations teams of managers and their respective teams in swift and satisfactory complaint resolution, customer excellence, ship and land operations. Central contact for all medical emergencies and other health related concerns that may affect operations. Certified member of the CARE Team. Ship capacities range from 1800 to 4000.
Carnival UK (P&O Cruises & Cunard)Admin Manager (Purser)/Hotel Night Manager
Dec. 2014 - Jul. 2017
Carnival UK (P&O Cruises & Cunard)Reception Manager
May. 2014 - Nov. 2014
Carnival UK (P&O Cruises & Cunard)Assistant Manager Supernumerary (Administration)
Jan. 2014 - May. 2014
The Red Lion HotelGeneral Manager
Jan. 2012 - Dec. 2013Hereford, United KingdomA stunning 5 bedroom 14th Century Hotel with 2 Bars, Restaurant and Bowling Green offering quality food, drink and accommodation.
Stellar Group AfricaGeneral Manager
Jan. 2011 - Jan. 2012GhanaA 32 bedroom hotel with a 100 cover Sports Bar and Business centre.
Financially responsible for the entire business with an annual turnover of USD$ 1.8m, working closely to GP targets
• Successful recruitment, training and disciplinary procedures for 65 staff
• Motivating and developing the management team, front of house and kitchen teams
• Selecting and negotiating with suppliers, and effective use of media and social media
• Accurately setting business forecasts
• Oversaw final part of 10 new room refurbishment programme from shell to completion
Cotswold Inns & HotelsRestaurant Manager (F&B Manager) - Maternity Cover Contract
Apr. 2010 - Jan. 2011Bear Of Rodborough HotelA 4 star, 46 bedroom hotel with a 100 cover fine dining 1 Rosette Restaurant, plus Restaurant, Bar and Function suites, with capacities up to 250 covers. Responsible for operating within a departmental budget £15,000 per month, overseeing all functions including weddings etc
• Effective re-training of the staff, and training and developing new employees
• Implementing new SOPs for this and other departments
• Took the restaurant to a new level as it was being considered to gain its first rosette
Venture Risk ManagementFacilities Manager/Hotel Manager - Fixed Term Contract
Aug. 2009 - Apr. 2010Mtwara, TanzaniaThe establishment and operational management of a 22 bedroom hotel and 11 private houses for an Exploration drilling programme
• Sourcing new properties, arranging contracts, procurement and installation of all items in the development from shell to completion
• Day to day operation of the hotel and regular maintenance checks
• 24 hour management of 11 private houses totalling around 55 beds
• Recruiting and training of all staff inc cooks, housekeepers • Procuring daily catering supplies and preparation of all foods in the houses and hotel Achievement
• Oversaw the refurbishment programme for an additional 8 rooms
The Old Boma HotelGeneral Manager - Fixed Term Volunteer Contract
Sep. 2008 - Aug. 2009Mikindani, Tanzania9 bed Hotel with a team of 30 employees. A Training, Educational and Vocational establishment operated by a UK Charity Trade Aid UK.
The Falstaff HotelGeneral Manager (Holding)
Jan. 2007 - Jan. 2008Leamington Spa, Warwickshire, UKA 67 bed Town house hotel situated in the heart of Leamington Spa. 100 cover Dining room and event suites catering up to 200. A Holding Manager position whilst awaiting the permanent GM to be on board.
The Elms Hotel & SpaDeputy General Manager
Jan. 2005 - Jan. 2007Abberley, Worcestershire23 Bed Hotel with a team of 28 employees. 3 Star, 2 AA Rosettes.
Llangoed Hall HotelDeputy General Manager
Jan. 2004 - Jan. 2005Llyswen, Powys, WalesA 5 star 21 bed luxury country house hotel set in 17 acres of grounds with a 50 cover 2 Rosette dining room and event suites up to 250 covers
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