Emma-Jane Spelman Email and Phone Number

Worked freelance around my full time role specializing in assisting individuals and groups to discover and book the worlds best health and fitness holidays worldwide.

Responsible for developing sales and providing superior customer service in relation to group bookings with Globus family of brands (Gfob) products. Generally, the following elements are considered the intention of the role. To provide expert knowledge and exceptional service to retail travel agents and, where required, to tour participants, in relation to the product range, with a key focus on groups. To work with the Area Sales Managers and Groups Business Development Manager to increase group business and maximise revenue from group bookings. To process group quotes and bookings in an efficient and profitable manner Take an active role inparticipating in the Sales team, including regular liaison with all team members regarding currentsales issues / initiatives. Implement work plans and manage responsibilities with minimum supervision. Theseresponsibilities include: Process group tour, air, and accommodation bookings as requested by the travel agent, andactively promote and sell these at every opportunity. Prepare and provide competitive group quotes for retail agents. Develop group sales by working with the Area Sales Managers to identify opportunities andsecure group bookings. Occasionally accompany Area Sales Managers to film nights focusing on a group departure. Input full details of group bookings into the CRM system. Where required, visit key group agents with the applicable Area Sales Manager. Develop a strong working relationship with external customers to ensure repeat groupbusiness. Provide advice and assistance to tour participants regarding Gfob products. Advise travel agents of hotel and itinerary changes by telephone and in writing. Develop an ongoing awareness of competitor pricing to ensure our quotes reflect markettrends. Liaise with internal customers regarding hotel and tour allotments, accounts queries andcancelled tours. Process documentation for group bookings.

Responsible for the sales of Globus, Cosmos, Monograms and Avalon Waterways sales via email enquiry and telephone. Dedicated team responsible for bookings if a client does not want to go through a Travel Agent and prefers dealing direct with the wholesaler. General customer service duties, with excellent attention to detail. Flight bookings through in-house wholesale fares using Galileo. This role entails working closely with our allotments team with regards to requesting additional seats/accommodation and tours that are on request.GROUPS - working alongside the direct team to make reservations for direct groups (those that choose to deal direct with the wholesaler). This is a new area for the direct team and is slowly growing. Duties include liaising with operations for custom tour options, liaising with groups departments fro various airlines to book and quote group airfares.

*Servicing clients requirements on any Domestic or International Travel*Organising and booking flights using CRS systems, Galileo and Tramada including published and contracted fares, booking accommodation, ticketing of airline tickets, organising group tours, from Adventure to 5 star coach, bus passes, rail tickets car hire/campervan hire around the world. *Detailed Itinerary planning*Store banking and administration • Data entry duties, • Exceptional customer service on all levels. GROUPS - responsible for sourcing 2 destinations for the JTW Woman's' only group tours with a maximum of 16 passengers and escort. This included sourcing a wholesaler, organising custom tour itineraries and pricing for the tours for the public. China 2016 and Broome-Kimberly 2016 were two destinations that I worked on and completed, with sales very strong for China, not just because of a notable price point but for an exceptional itinerary.

*Servicing clients requirements on any Domestic or International Travel*Organising and booking flights using CRS systems (Galileo) including published and contracted fares, booking accommodation, ticketing of airline tickets, organising group tours, from Adventure to 5 star coach, bus passes, rail tickets car hire/campervan hire around the world. *Detailed Itinerary planning*Store banking and administration • Data entry duties, • Exceptional customer service on all levels. • Organising full FIT packages and groups.Achievements:Being part of a new store set up. This included liaising with suppliers, setting up accounts, marketing of the new store in the local vicinity. Assisting with the smooth transition of opening a new store.

Key areas of responsibility:•Taking ownership of the project to develop, refine and grow the brand.•Working with and through others to manage the promotion of the brand and its products.•Lead a team of sales consultants in achievement of their Key areas of responsibility, KPI’s and sales targets.•Identify new market opportunities in a retail environment•Advise on the success of current marketing strategies and advise on change where apropriate appropriate•Prepare Sales Forecasts and monthly figures within Retail environment•Manage the Sydney retail outlet utilising full time and core seasonal part time/casual staff•Implement and manage a training program with retail consultants that reinforces knowledge and present this knowledge and training on a regular basis•Increase sales of brand Oz Experience and related products within the Sydney store.•Assist in driving international prospects to Oz Experience store through promotions and marketing•Working too and achieving sales based targets.•Customer service implementation and strategyAchievements:Successful migration of Oz Experience to Greyhound Australia. The Successful Implementation of product training Australia wide for all employees. The full administration set up of the Sydney retail store. Running the store on a day to day basis with a focus on customer service, and sales targets.

Responsibilities: Incorporating retail sales, customer service, and operational tour aspects along with full management leading a team of 4. I added project administrator to the formal role, during the sale of Oz Experience to Greyhound Australia. Working to targets and KPI’s on a daily basis. Forecasting and producing monthly sales reports for the retail store using Microsoft office suite. The role included full administrational duties, OHS, Customer service implementation. Along with product training and achievement in sales targets.Achievements: Increased sales revenue out of the Sydney store. I Implemented a staff re- training programme. Brought the store up to OHS standards and implementation of full customer service and accounting processes. Being considered a crucial element in the successful purchase of Oz Experience by Greyhound Australia. Being able to multi-task my role into becoming the Operational Administration support when required.

Responsibilities:Organising and booking flights using CRS systems (Sabre) including published and contracted fares, booking accommodation, ticketing of airline tickets, organising tours, bus passes, car hire/campervan hire around the world. General passenger and store administration and data entry duties, customer service advice on all levels. The full FIT package.

Responsibilities:Organising and booking flights using CRS systems including published and contracted fares, booking accommodation, ticketing of airline tickets, organising tours, bus passes, car hire/campervan hire around the world. General passenger administration and data entry, customer service advice on all levels. Monthly sales reports for Head Office in London, being responsible for a small team when the manager was away and being responsible for their role in their absence.