-Building a positive relationship with volunteers, staff and external stakeholders; while advocating for volunteerism.-Directing and supervising the activities of the department including all practicum, work experience, family program and general volunteers. -Assisting with the development of new policies and procedures, position descriptions and roles.-Producing and distributing the weekly newsletter, updating the volunteer web pages; externally advertising roles.-Maintaining accurate and up to date volunteer records, managing the Better Impact database, generating statistical reports on volunteer services.-Coaching volunteers for improved performance including conducting discipline/dismissal conversations.-Providing leadership and guidance to staff through ongoing coaching, leading monthly workshops and producing training documents.-Responsible for the volunteer youth work experience program - including development, recruitment, screening, coaching, supervising, evaluating and recognizing the hundreds of volunteers involved. -Volunteer coordinator for all aquarium events including the annual galas, After Hours evenings and recognition events.Actively involved with professional associations (VMPC and AVRBC) including both facilitating and attending training sessions.

Through this role I was able to act as the onsite manager for the University’s commercial events at Senate House. These functions ranged from daily conferences, weddings and internal meetings to larger scale events including pop-up concerts, production filming and high profile celebrations. My duties included co-ordinating each event in terms of signage, equipment, and catering and facilities management while ensuring health and safety regulations were being consistently met. On a daily basis I greeted clients, oversaw the running of scheduled functions and quickly resolved any difficulties that arose. I was able to foster strong working relationships with our onsite contract catering/facilities team through regular communication, agreed budgeting scales, monthly service evaluations, product testing, and the establishment of service level agreements. My duties also included calculating the department’s monthly financial accruals, producing cost comparison reports and ensuring contractor invoicing was approved on a weekly basis. I was responsible for receiving all goods for the department and sourcing any new suppliers required. This role enabled me to develop and implement a comprehensive set of new policies and procedures for the department based on the results received by monitoring our customer’s satisfaction. This was achieved through an online customer survey, post event communication and weekly service meetings with key users.

This role entailed key account management of the University’s internal event and conference requirements. This involved overseeing individual bookings; customer liaison and the successful delivery of events through both duty management and by liaising with our contractor service providers. My main responsibilities included processing the internal room booking and catering requests and ensuring maximum income generation through room usage and customer satisfaction. I was also directly responsible for the account management of the University’s key external user by means of regular communication, creation of service level agreements and accurate financial costing for each event.

This role involved being the main point of contact for all hospitality bookings within the University’s 60+ premiere meeting rooms. My main responsibilities included full follow through of each catering booking in terms of administration, invoicing, menu co-ordination, in-house communication and follow up. My duties included calculating the company’s monthly accruals, weekly budget reporting, generating quotations for future events and meeting with prospective clients. I was also responsible for all areas of administration including maintaining onsite employee files, note taking for investigative meetings, as well as creating and distributing the daily function reports. Through this role I frequently acted as an operational event manager for large conferences/dinners, co-ordinated and managed staffing and was responsible for the ordering/monitoring of stock and the minimizing of product wastage.

Through this role I was able to support the functions of the Merlin Entertainments London Cluster’s Human Resources team in all aspects of co-ordination and administration. This involved both supporting recruitment and training needs by facilitating weekly company assessment centres, as well as solely carrying out the monthly inductions and customer service training courses for all new employees. A key aspect of this role was to ensure that all employee files were kept up to date and to process any associated paperwork in line with the Data Protection Act. I worked extensively to ensure all employee screening, benefits, sickness and absence information was processed accurately and on a timely basis. Through this role I was able to assist with employee relations issues including note taking for appraisals, grievances and disciplinary meetings to ensure company policies and current employment law was implemented at all times. On a daily basis I updated and distributed the internal vacancy reports, organised work experience placements, responded to reference requests, monitored staff satisfaction, as well as managed the company's internal room booking system. I also worked efficiently and effectively alongside our Payroll Department to ensure all new starter details were processed accurately and that the appropriate contracts were issued.

This role involved being part of a small team framework which was directly responsible for managing over 80 employees. This included effectively carrying out staff appraisals, Personal Development Plans and setting group objectives to ensure mystery shopper targets were achieved. Daily duties included both creating and managing the staffing roster, maintaining stocking levels, receiving goods and liaising with outside suppliers and alternative staffing agencies. I was also solely responsible for processing the department’s monthly accruals, invoices and staff payroll. Through this role I managed the quarterly agency training sessions, departmental inductions and numerous seasonal events and promotions devised to showcase The London Eye as a central venue for the 2012 Olympics.

This secondment involved working within a team of 3 to achieve commercial revenue targets while delivering excellent customer service. I was responsible for collating monthly statistics, departmental inductions, general business enquiries and managing both consumer and corporate bookings. I was also responsible for processing payment, providing quotations, establishing agency agreements, and liaising with both suppliers and trade organisations. Through this role I was able to represent the brand at trade exhibitions (Square Meal, Taste London and Taste Christmas) as well as act as Operational Event Manager for the company’s exclusive bookings and onsite Weddings.

This role required me to be the main point of contact for the company’s priority bookings, private parties and VIP guests while ensuring excellent customer service and the smooth operation of all major events. Possessing good product knowledge, up selling packages and being able to comply with cash handling procedures were required.