Carmel Hendry Email & Phone Number

Driving commercial growth across a portfolio of small group adventure trips in North, Central and South America, including Trekking, Cycling, Family and Cultural tours. Managing a team of relevant product managers, we strive for operational excellence across the board, and hit company growth targets through strong negotiation and contracting, efficient yield management and creative content production.

Driving profitability and quality at one of the UK's leading adventure tour operators. Key achievements include:• Managing a team of three - a Product Executive, Operations Manager and Product Support team member • Taking a journalist to Guyana. Successfully planning and risk assessing a remote canoeing trip which resulted in significant coverage in the Sunday Times, and brought in £50,000 revenue in the first year• Successful negotiations. Eg, contracting a new supplier in… Show more Driving profitability and quality at one of the UK's leading adventure tour operators. Key achievements include:• Managing a team of three - a Product Executive, Operations Manager and Product Support team member • Taking a journalist to Guyana. Successfully planning and risk assessing a remote canoeing trip which resulted in significant coverage in the Sunday Times, and brought in £50,000 revenue in the first year• Successful negotiations. Eg, contracting a new supplier in Ecuador that resulted in rates being reduced by 10%.• Managing the commercial performance of my tour portfolio. Growing bookings in Argentina by 20% in 2019, and increasing bookings in Colombia by almost 100% in two years• Creating engaging web copy, from writing itineraries to preparing equipment and clothing advice • Building successful and trusting relationships with suppliers that have enabled me to maintain quality and customer satisfaction rates of over 4 / 5 Show less

Ultimately responsible for the delivery and performance of all tours. Management of a team of 3. Highlights of the senior role include the below, as well as undertaking the regular work of an Operations Manager (see previous role). - Involvement in several high profile events. For example, I organised the Manchester United Foundation’s cycle ride in Iceland, which involved Peter Schmeichel as an ambassador, and Denise Van Outen’s participation on a Great Wall trek - Designed a… Show more Ultimately responsible for the delivery and performance of all tours. Management of a team of 3. Highlights of the senior role include the below, as well as undertaking the regular work of an Operations Manager (see previous role). - Involvement in several high profile events. For example, I organised the Manchester United Foundation’s cycle ride in Iceland, which involved Peter Schmeichel as an ambassador, and Denise Van Outen’s participation on a Great Wall trek - Designed a new Tour Leader training program. Conducted external training in Peru and Iceland - Duty manager out of hours. Managed incidents from high altitude evacuations and sprained ankles to customer dissatisfaction with hotel quality Show less

London, United Kingdom

Improving and maintaining excellent standards of quality and customer experience on tour. Managing a number of geographical locations, including South America, Europe and Asia (China and South-East Asia in particular). Regular day-to-day work included: - Managed Tour Leader expenses and budgets - Wrote equipment lists, day-by-day itineraries and training plans for the website - Prepared threat and risk assessments, oversaw the completion of Standard Operating Procedures and airline… Show more Improving and maintaining excellent standards of quality and customer experience on tour. Managing a number of geographical locations, including South America, Europe and Asia (China and South-East Asia in particular). Regular day-to-day work included: - Managed Tour Leader expenses and budgets - Wrote equipment lists, day-by-day itineraries and training plans for the website - Prepared threat and risk assessments, oversaw the completion of Standard Operating Procedures and airline audits - Briefed guides and on-tour staff to ensure a high quality customer experience Show less

French, Spanish And Latin American Studies, Foreign Languages And Literatures, General, First Class

Activities and Societies: Bach Choir Combined Studies Netball Team Modern Languages Society Rep BA in French, Spanish and Latin American.

Diploma, Copywriting, Distinction

Education record

Activities and Societies: Choir, netball team, rounders team, jazz band.