• Presented with the “Employee of the Month” award for August for recognition of hard work and dedication• Streamlined systems and procedures within the Front of House function to improve the efficiency and overall service provided• Trained and mentored new recruits on guest service expectations, handling the settlement of guest’s accounts by credit/debit card or cash, preparing and completing Reception’s banking and balancing float daily

• Organised and managed mobile trade shows including Sunderland Air Show, Northumberland County Show and internal promotional events to increase the dealership’s profile• Provided outstanding customer service throughout the sales process to ensure all of the customer’s expectations were met, if not exceeded• Administered all necessary documentation in an accurate and timely manner, including preparing reports, maintaining an electronic database and managing daily correspondence

• Promoted to the role of Acting Sergeant, managed and motivated a team of officers within 24/7 emergency services to facilitate their success and encourage them to reach their potential• Developed and implemented new ways of working and breaking down the barriers with staff regarding new policies and procedures, including being an ambassador to pilot the use of body worn cameras and mobile phones. This was successfully executed and rolled out force wide due to the variety of training methods utilised and my enthusiastic approach to advocating the project• Assigned to the role of Tutor Constable to coach, support and guide new recruits, sharing my knowledge and experience with them, enabling me to promote company values and vision, encouraging them to see and embrace the Police Services “big picture”. • Recognised on numerous occasions including customer feedback, outstanding appraisal reviews and a Commander’s Compliment for vigilance, team work and effective communication

• Successfully implemented office IT systems and procedures to effectively manage the departments’ overall performance• Executed strategies to maximize sales and revenue opportunities by monitoring enquiries and viewings and converting them to confirmed bookings, resulting in revenue goals and profits being exceeded and the wedding business numbers quadrupling in my first year • Provided a professional, personal and memorable experience to customers, which in turn, heightened the hotel’s reputation as a perfect wedding venue in an idyllic location• Researched the wedding and events sector and co-ordinated sales activities in response to the current, seasonal market trends, to create bespoke wedding packages in order to maximise revenue opportunities• Utilised outstanding written and verbal communication skills to organise, plan and deliver a memorable experience for all clients • Managed and trained personnel to ensure an exceptional level of customer service was delivered consistently

• Played a key and instrumental role in the planning, organising and successful execution of various the events and celebrations during the Inaugural events and Sea Princess’s maiden voyage in Southampton • Organised the logistics of embarkation and disembarkation procedures for the smooth flow of over 2000 passengers on and off the vessel at the beginning and end of the cruise• Managed challenging port clearances for both passengers and over 1,000 crew members, communicated effectively across language barriers with a range of officials to secure clearance of the vessel in each port. Co-ordinated the crew changes, managing and overseeing their disembarkation whilst welcoming embarking crew members ensuring they have the correct paperwork• Managed all administration aspects of the hotel operation including the Purser’s Department consisting of the Reception Desk, Shorexcursions Desk, Back of House and Crew HR services. • Operational management of the Accommodation Department which included monitoring the standards throughout the public areas of the ship, passenger and crew areas. • Ensured revenue departments which included the Casino, Boutiques, Spa, Photography, Onboard Sales Manager and Art Auctions maximised profitability as well as maintaining and providing a high level of service. • Ensured all personnel were trained, motivated and supported to enable them to adhere to the principles of the Company’s customer care program and participated in the various competitions and segments of the program.

Roles of this position included Passenger Relations Officer, Front Office Manager, Accounts Manager and Crew Purser

Roles of this position included Front Desk Supervisor, Assistant Tour Manager, Night Manager, Administration Officer, Assistant Crew Purser and Food and Beverage Assistant Purser

Roles of this position included Front Desk Cashier, Passenger Services Director’s Secretary, Accommodation Supervisor, Administration Officer, Night Manager and Assistant Crew Purser