o Responsible for the day-to-day planning and execution of a luxury river ships excursion and infotainment offering following company SOP’so Drove performance improvement to increase revenue and customer service experience consistently year on year. o Developed and implemented contingency strategy for deviations to regular operation, managing communications with all internal and external stakeholders, including guests, shoreside suppliers, internal head office team and shipboard staff.o Responsible for the development and training of Guest Service Agents, with regards to all aspects of customer service and onboard sales. This led to improved customer interaction and an increase in revenue of approx. 18% per cruise.o Devised a bespoke promotional campaign to increase future cruise sales. Sales improved by 53% o Responsible for controlling and monitoring the implementation and quality of the guest’s shore side experience by developing positive relationships with local suppliers and vendors. o Delivered key information and presentations in an engaging professional manner daily.

Working for various companies on entertainment and event projects including creative writing, training and event presentation. Clients include Viking River Cruises, Warner Leisure Hotels and Guinness World Records.

Developing entertainment programmes and planning for 28 hotels in the U.K. and abroad. Daily operation and distance management of up to 50 overseas staff including welfare and discipline.Responsibilities and achievements:o Securing new Show Team business including provision of acts for 4 star hotel. o Preparation of a bespoke training plan for a leading UK holiday companyo Installation of new Show Team products for Thomson Gold, Thomson Couples and Warner Leisure Breaks.o Managing recruitment days involving planning, organising, advertising and on-site management.o As Training Course Director, managing training courses comprising planning, development and delivery. Responsible for the successful completion of training courses by the selected recruits.o Management of budgets in excess of £1m.o Creative content and production of yearly Entertainment/Event manuals as used by TUI UK and other Show Team clients.o Design and procurement of all materials and personnel for musical productions included in yearly Entertainment/Event manuals.o Development and day to day management of “The Comedy Lounge”.o Recruitment & sourcing of musicians and UK actso Responsible for creation of yearly entertainment delivery paths.o Member of creative team responsible for the creation of new production show

o Managing and overseeing the operation of light entertainment within PEEL venues, which included Thomson Cruise ships and DFDS Seaways.o Regular consultation visits to the ships to maintain and improve standards.o Recruitment of Entertainment Hosts including interview and selection processes.o Development and implementation of training for Entertainment Hosts including workshops on presentation skills, stagecraft, customer service, etc..o Developing Light Entertainment Programmes in consultation with Cruise Directors and PEEL venue Entertainment Managers.o Organisation & implementation of special stand-alone events, e.g. “Darren and Lillia’s” Get up and Dance, the BBC’s flagship light entertainment programme.o Scriptwriting & adaptations.o Budget management.o Part of PEEL management team responsible for new business tenders.o Creating & devising interactive game shows and activities.o Increasing customer satisfaction scores by 9% after complete re-work of the Thomson Cruise Light Entertainment programme.