Manage Day to day Operation and drive the effectiveness of the regional team to develop new programs and to achieve quality goals.Drive the Hiring/Training/Scheduling/Coaching/Managing Tour Guides for our small ship Grand Circle and Overseas Adventure Programs in order to achieve excellence.Driving the creation of a strong team of high performing Tour Guides who exemplify the company’s culture, values, and team spirit.Creating strong relationships with primary and secondary vendors and supporting buying and profitability goals for land in the region.Creating and developing products offerings in line with company vision and goals.Providing 24/7 Emergency support and driving resolutions of issues.Developing strong external service provider relationships in to ensure high performance standards.

Responsible for delivering high quality care, guidance and support to COVID-19 cases and their contactsComprehensive knowledge of Public Health Scotland guidelines and protocols on infection control for COVID-19, including but not limited to isolation requirements, identifying contacts, breaches of isolation controls and public health concerns. Undertake case interviews and perform public health risk assessments of COVID-19 cases in line with the contact tracing and management protocols. Provide infection control advice, isolation support and direction to COVID-19 cases. Recording accurate data on case movements during infectious period to facilitate community infection tracing, identify contacts and provide isolation support and guidance. Investigate community infection clusters and support Public Health in wider Public Health assessment where evidence of a possible cluster of cases is emerging.Undertake interviews with healthcare and social care staff for hospital inpatients and care home residents. Providing isolation advice and guidance and escalating to Public Health cases of complex tracing incidents.Work in conjuction with Public Health Scotland on case issues or potential areas of concern and ensuring that challenging or complex cases or incidents and outbreaks of COVID-19 are escalated immediately in line with PHS operational guidance and procedures.Support planning and organisation for large-scale complex contact tracing incidents working with various agencies including Public Health Scotland.

Responsible for operational growth strategies in new product market and for all elements of trip operations; customer experience, catering and transport functions, including the performance of full-time staff and 20 remote workers. Accountable for driving customer excellence strategy, health and safety, crisis and risk management, supplier relations including contracting and relationship management and profitability. Other responsibilities included both short and long term strategic planning & implementation along with executing Mental Health and Wellbeing strategy and training.

Operations Manager of London based team and 120 remote workers in Europe plus all components for trip delivery logistics with a focus on customer experience, people management, mentoring and supporting on-road Crew. Accountable for health and safety, crisis and risk management. Also responsible for leader scheduling, performance management and team development. Implemented new communication platforms, employee engagement and customer satisfaction reporting and analysis.

Responsible for the successful delivery of multi day tours around Europe for over 1000 young travellers from over 20 different nationalities. Ensured the effective implementation of trips as per brochure.Excelled in organising, planning, communication and time management. Communicated and work effectively with fellow colleagues, suppliers and customers.Delivered historical and cultural knowledge of all European destinations to clients in terms of sites, cities and countries visited. Accountable for management of trip budget, planning and payments.Ensured high customer satisfaction for the successful implementation of trips, average score 4.91/5Enhanced company reputation by ensuring all incidents, complaints and emergencies were responded to appropriately and professionally.

Responsible for the education, development and care of children (as per Curriculum of Excellence for pre-5s) with significant additional support needs, life limiting conditions, severe mental and physical disabilities. Including children on at-risk registers, in areas of socioeconomic deprivation. Support parents impacted by mental illness, with their own complex needs, to guide and support them in their child’s development and education. Goals of the establishment were to support children to meet developmental milestones and gain access to mainstream education where possible. Working in partnership with other agencies and trained professionals to provide service and support to children and their parents including child psychologists, therapists, medical staff and social care teams.

Responsible for the brand image across stores at Glasgow flagship store, exceptional customer service and sales experience, voted “Best of Best 2001” by managers and peers.Designing store layout plan - promoting key lines and best-selling items Ownership of all in store marketing, display, visual themes and promotional material.Training, developing and supervising staff across stores to ensure service and brand consistency. Directing store visual merchandising for store openings throughout country- UK wide.Monitoring stock movements and analysing sales figures and trends.