Leading a dynamic team in all operational areas of the Studio Tour, delivering world class visitor and employee experiences across multiple departments - Admissions, Call Centre, Customer Services, and Duty Managers. Partnership management of partners who are integral to the overall experience - cleaning, landscaping, Security, shuttle bus service, digital guides, photography and food and beverage.

Part of the opening team of Warner Bros. Studio Tour London. Responsible for the set up and development of the Call Center, Admissions and Car Parking departments. Delivers day to day management of the Front of House operation of the Tour. Managed the third party contracts for cleaning and shuttle bus delivery, ensuring the standards are maintained throughout the visitor experience. Developing an employee well being programme.Delivered the winning pitch at the Customer Experience Awards in the Leisure category in 2012.

Drove forward the cleanliness standards of the both front and back of house, manage the waste management programme and pushed forward recycling initiatives. Responsible for the management and leadership of the Customer Services department who responds to all feedback from the Guests and informs the park of the comments received. Achievements:1. 100% Mystery Shopper scores for Park and toilet Cleanliness2. Trailed and successfully launched the GUMDROP chewing gum initiative which has been a great success collecting chewing gum before it is compacted onto the pavements thus saving time in cleaning and the gum is recycled3. Introduced a quality auditing process within Customer Services to ensure all correspondence is of a high standard4. Introduced a monitoring tool that looks at social media to see what Guests say about the park and interact with them on the sites.

Leading the Attractions and Environmental Services departments to deliver a safe environment in which to enjoy the attractions on offer. Maximising the number of rides guests can experience during their day and encouraging the front line teams to be part of the experience. Within Environmental Services driving forward the highest level of cleanliness with a focus on health and safety, recycling and managing consumables budget. Achievements:1. Re-focused the team to provide an overall experience to the ride – cleanliness, service levels. Introduced smells onto Laser Raiders and Fire Academy2. Achieved 7.7 rides per Guest3. Opened the new ride, Jolly Rocker, ensuring all of the appropriate training and risk assessments were completed

Driving the Admissions, Customer Services, Wardrobe, and Entertainment departments forward through strategic management. Managing the relationship between the park and the off site contact centre. Providing the ultimate Guest experience that reflects the LEGO Brand.Achievements:Lead a team of 6 direct permanent reports, with teams of up to 80 seasonal staff Manage ticketing and access control for 1.8 million Guests per season whilst improving the ticket buying process year on year.Successfully manage both labour and expenses budget Increased the number of Annual Pass Sales through leading the team to add value to each transaction and capturing the sale. Working with the Marketing department to make new ideas and promotions work and encouragement of repeat visits.Proactively developed the relationship between the Entertainment provider and the park to ensure high quality shows are delivered on a daily basis.Introduced the company to the prestigious WOW Awards and were a finalist of the WOW Awards Trophy 2007. LEGOLAND won the award in 2008, which I collected on behalf of the park.Introduced the Service Recovery concept to the park by developing a team of volunteers, identified key scenarios of when Service Recovery was needed and recruited a Service Recovery Manager to continue the concept forward.Key player in the renegotiation of the firework provider contract for the park’s firework displays.Re-energised the Wardrobe team in seeing the employees as their customers and leading them to deliver a better standard of service.