Ian Coles Email & Phone Number

Nottingham, England, United Kingdom

Nottingham, England, United Kingdom

Nottingham, England, United Kingdom

- Day to day management and mentoring of on board Entertainment team (activity host and resident musician) - Worked closely with the ship’s hotel and nautical management team to deliver an excellent, branded experience for guests - Liaised with shore experience providers to ensure smooth organisation and delivery of their products, including delivering regular feedback- Conducted regular presentations and workshops as part of the entertainment programme, along with nightly… Show more - Day to day management and mentoring of on board Entertainment team (activity host and resident musician) - Worked closely with the ship’s hotel and nautical management team to deliver an excellent, branded experience for guests - Liaised with shore experience providers to ensure smooth organisation and delivery of their products, including delivering regular feedback- Conducted regular presentations and workshops as part of the entertainment programme, along with nightly entertainment such as quizzes, gameshows and singing sets - Complaint management and incident support - Identified areas of admin inefficiency in weekly paperwork and improved through automation Show less

Cardiff, Wales, United Kingdom

* Part of Looking FC launch, a football travel brand for Eric Cantona* Conducted all Customer contact for all DHARMA-operated trips including 12 influencer retreats & Looking FC* Implemented and rolled out Zendesk customer service platform company-wide. Responsible for managing the platform with 4 other users.* Average NPS score of 90 overall DHARMA-operated trips* Created and documented sales and service processes at both company and brand level* Collaborated with all… Show more * Part of Looking FC launch, a football travel brand for Eric Cantona* Conducted all Customer contact for all DHARMA-operated trips including 12 influencer retreats & Looking FC* Implemented and rolled out Zendesk customer service platform company-wide. Responsible for managing the platform with 4 other users.* Average NPS score of 90 overall DHARMA-operated trips* Created and documented sales and service processes at both company and brand level* Collaborated with all other areas of the business in an agile, fast-moving startup environment using Monday.com as our Work Operating System* Updated and modernised the customer journey touch-points in Mailchimp by restructuring the timeline and redesigning the content for better engagement Show less

Cardiff, Wales, United Kingdom

* Built and scheduled marketing emails in HTML via Mautic (open source marketing automation software) for UK and Irish markets* Built individual product landing pages using Joomla (Content Management System)* Implemented and improved business processes aiding efficiency and collaboration; including a new revenue reporting spreadsheet that gave easier daily reporting and a better overview of monthly campaign sales* Championed new approaches to the digital marketing plan to increase… Show more * Built and scheduled marketing emails in HTML via Mautic (open source marketing automation software) for UK and Irish markets* Built individual product landing pages using Joomla (Content Management System)* Implemented and improved business processes aiding efficiency and collaboration; including a new revenue reporting spreadsheet that gave easier daily reporting and a better overview of monthly campaign sales* Championed new approaches to the digital marketing plan to increase customer engagement; like introducing non-sales content to add value to the customer.* Analysed, reviewed and improved the customer digital touch-points and journey which decreased unsubscribes and increased customer clicks and sales. Show less

Leeds, England, United Kingdom

During Pandemic

Newport, Wales, United Kingdom

During Pandemic

Cardiff

* Revenue target achieved during all four years at Travel Booker (circa €2,000,000)* Part of Destination Ski brand launch, an online ski-specialist travel agency and part of the Midcounties Co-op consortium* Remotely managed the complete overseas operation for Andorra Resorts providing continual support and direction for the team consisting of a Team leader plus two overseas and an additional one office-based in Cardiff* Developed beneficial strong relationships with supplier… Show more * Revenue target achieved during all four years at Travel Booker (circa €2,000,000)* Part of Destination Ski brand launch, an online ski-specialist travel agency and part of the Midcounties Co-op consortium* Remotely managed the complete overseas operation for Andorra Resorts providing continual support and direction for the team consisting of a Team leader plus two overseas and an additional one office-based in Cardiff* Developed beneficial strong relationships with supplier business owners and overseas sales managers, through multiple country visits per season, leading to better-negotiated rates* Tasked with service and operations transformation to provide scalability for ongoing growth including completely restructuring the overseas model which I successfully completed as well as improving customer feedback scores.* Driving change to the business strategy and culture, with continuous improvements to customer experience resulting in 96% of customers would book again & recommend to a friend (Andorra Resorts brand)* Introduced staff development structure which increased employee retention and engagement* Responsible for the Andorra Resorts marketing yearly budget and expenses management* Overall customer satisfaction rating 8.9/10 (Andorra Resorts brand)* Google reviews 4.8/5 (Andorra Resorts brand) / 4.8/5 (Destination Ski brand) Show less

Various

* Day-to-day management of seasonal overseas teams of up to 50 staff. Developing talent within the team, mentoring individuals through development programmes.* Ensuring that the customer experience was delivered consistently within the brand guidelines* Connect with local businesses and suppliers to create successful working and beneficial relationships* Being pro-active, highly responsive and adaptable in a very high-pressure, around-the-clock industry* Make timely but… Show more * Day-to-day management of seasonal overseas teams of up to 50 staff. Developing talent within the team, mentoring individuals through development programmes.* Ensuring that the customer experience was delivered consistently within the brand guidelines* Connect with local businesses and suppliers to create successful working and beneficial relationships* Being pro-active, highly responsive and adaptable in a very high-pressure, around-the-clock industry* Make timely but considered decisions in tight deadlines with significant consequences Show less

Dubai, United Arab Emirates

• Part of the team managing the transition of the property from Aparthotel to 4* boutique hotel• Oversaw the opening of two new outlets, a British-style pub and an outdoor shisha garden• Identifying new business opportunities and avenues to keep a revenue stream through the transition • Creating and building social media profiles, monitoring review sites and feedback• Working with advertising agencies and publications for paid promotion and media coverage

Dubai, United Arab Emirates

• Building and maintaining a loyal customer base in a very overloaded and competitive market• Implementing and delivering regular training sessions to the team• Planning promotional nights and managing the outlets social media profiles• Achieved “What’s on” magazine ‘Nightclub of the Year’ award 2011

Congresbury, England, United Kingdom

In September '10 our restaurant joined the Marco Pierre White chain of restaurants. I was a key member in setting up the restaurant, which included a complete refurbishment of the dining area and bar, implementing the new menu and training staff on their product knowledge. I assisted and organized running our grand launch night where Marco Pierre White was a guest. During my time I held training sessions on up-selling, customer service, complaint handling and cocktail making, I also… Show more In September '10 our restaurant joined the Marco Pierre White chain of restaurants. I was a key member in setting up the restaurant, which included a complete refurbishment of the dining area and bar, implementing the new menu and training staff on their product knowledge. I assisted and organized running our grand launch night where Marco Pierre White was a guest. During my time I held training sessions on up-selling, customer service, complaint handling and cocktail making, I also constructed a training manual and standard operating procedures to ensure all team members perform to the best of their ability. My tasks included duty manager shifts for the 132 bedroom hotel; master of ceremonies for weddings; rosters for team members; running our dining room for restaurant service and private functions and managing conference and banqueting events for up to 250 people. I personally worked alongside Marco Pierre White's restaurant consultant ensuring the atmosphere and experience was right for the brand. Challenges included ensuring the restaurant ran successfully as a business but also worked well as part of the hotel by maintaining excellent working relationships with other departments. We aimed to create an atmosphere where every guest receives a special, personal and attentive service whilst achieving sales targets. Show less

Various Placements Working for Tui Travel PLC gave me the opportunity to really develop my sales and customer service skills. As a holiday advisor it was our role to greet our guests at the airport and organize the transportation to their chosen hotels. We presented a welcome talk for up to 200 guests including information about the local area, hotel and a sales pitch for the various excursions that we provided. Our main duty was to be the point of contact throughout their stay and… Show more Various Placements Working for Tui Travel PLC gave me the opportunity to really develop my sales and customer service skills. As a holiday advisor it was our role to greet our guests at the airport and organize the transportation to their chosen hotels. We presented a welcome talk for up to 200 guests including information about the local area, hotel and a sales pitch for the various excursions that we provided. Our main duty was to be the point of contact throughout their stay and deal with questions, issues or complaints. During this time I experienced a number of different challenges which I had to overcome that included other operators selling similar products for a cheaper price; difficult complaints regarding suppliers' products and managing expectations so all guests felt they were receiving a valuable service. I enjoyed placements in six different countries that allowed me to experience several cultures and strengthened my skills in building supplier relations with various nationalities. Working for a range of brands within the business I had a chance to experience a broad spectrum of guests and this allowed me to understand how to approach delivering an effective service on both a group and personal level, from this I gained valuable experience understanding how to meet a guest's requirements whilst exceeding their expectations and delivering sales results through service. Show less

Barnsley, England, United Kingdom

Ensuring all bars ran smoothly in a busy hotel on a day to day basisWorking in various departments of the hotelOrganisation and upkeep of stock

Bachelor Of Arts (B.A.), Advertising

Advanced Gnvq, Art & Desig, Merit

Gcses, Various Inc Maths & English, All Grade A - C