Alison Rafferty Email & Phone Number

Australia

Melbourne, Australia

This role incorporated a variety of responsibilities including the streamlining of business processes and designing of solutions. HR - recruitment, training and performance management. Direct management and development of the customer support team. Event planning of conferences , training and team building events. Ongoing reviews of the business, risk management and service and efficiency optimisation.

Santa Cruz De Tenerife Area, Spain

• Coached, trained and developed a large, international team of customer facing staff with 35 direct reporting lines. This required a high level of strategic and holistic planning. Motivational leadership and a sales through service ethos resulted in an average 35% year on year increase in revenue and 4% increase in customer satisfaction in all markets.• Implemented effective sales training and tracking tools to facilitate benchmarking of individual and team results against target. This promoted healthy competition and achievement of top sales award for region.

Santa Cruz De Tenerife, Canarias, Spain

• Implementation and daily operation of 5*deluxe, 608 room hotel with the overall responsibility for quality, guest experience, entertainment, leisure and P&L. The operational success was recognized in annual awards of customer experience & operational excellence. • Driving consistent improvements, minimizing expenses and maximizing revenue opportunities resulted in successful annual profits yoy.

Costa Rica

• Set up and running of destination operation (DMC) in Central America.• Responsible for all aspects of operation including: HR, staff welfare and motivation, budget & financial analysis & weekly reporting. • Implementation of trips, negotiation and contracting of local suppliers and maintaining supplier relations. • Achieving guest experience and financial goals.

Dominican Republic

• Ensured supplier compliance with stringent health & safety and quality standards. Carried out vigorous hygiene & safety audits, risk assessments and staff training in all company hotels & excursions in Dominican Republic, Antigua, St Kitts & Nevis.• Reduction year on year in the number of illness and accident related claims – both tourist and staff related - resulting in increased profit margins and improved destination & Company media.