Joanna Fitzpatrick Email & Phone Number

London Area, United Kingdom

London, England, United Kingdom

• Aiding the hosting of large- and small-scale commercial, education and community events, with an award-winning visitor programme, working with stakeholders to ensure smooth, effective operations and delivery of ambitious targets.• Training new hires in ticketing systems and processes, including drafting manuals and ongoing support and coaching.• Coordinating ticketing operations for the Old Royal Naval College, owning management of ticketing system, working in close coordination with the Visitor Experience Team to ensure all ticket holders receive an excellent experience throughout.• Delivering exceptional experiences as a key team member of an extraordinary cultural destination.• Ensuring sure all events, ticket packages and new products are set up in a timely, efficient and visible fashion.• Optimising product sales across online and EPOS platforms, and engaging upselling and cross-selling opportunities.• Acting as first point of contact for all group enquiries, complex bookings and enquiries via phone, email and in person.• Generating sales reports for events and general ticketing, liaising across the business to make data-savvy changes.• Managing and maintaining relationships across the business, coordinating with management, cross-divisional teams, consultants and partner

London, United Kingdom

• Efficient organisation of complex, multiple leg tour itineraries, maintaining good client relations, offering best fare deals, exchange rates and accurate, informative advice on destination/alternative destinations.• Main point of contact for customers, answering all queries promptly with responsibility for follow up and resolution of any issues.• Researching alternative tours and gathering content on destinations, supporting the fulfilment of matching guide and budget for customers, liaising between the company, third parties and the customer.• Effective account management of third party suppliers and partners to enhance the quality of service provided

London, United Kingdom

• Responsible for the hiring, training, monitoring and supervision of the Operations Executive while ensuring that they are able to complete their duties effectively and contribute towards the overall success of the department• Responsible for accurately and efficiently managing and organising mini-stays which involves the creation of programmes, arranging accommodation, booking of services and providing 24-hour on-call support

London, United Kingdom

• Coordinating logistical planning and operational delivery for 12 summer language schools across the UK and Ireland with one of the world’s largest language teaching organisations• Responsible for accurately and efficiently managing and organising a wide variety of travel bookings and schedules including coaches, airport transfers, taxis, airport representatives, excursions to places of interest within the UK and Ireland, admission to various tourist attractions, home-stay accommodation, and other additional excursions as required, maintaining positive relationships with relevant suppliers and industry partners to maximise the quality of all service offerings• Proactively monitoring all bookings through the internal reservation system to promote efficiency and ensure optimal profitability • Providing extensive 24-hour on-call support and guidance for emergency queries throughout the summer period, in addition to assisting with other responsibilities and departments as needed

Westminster

• Responsible for overseeing all aspects of retail sales and customer service delivery, providing strong leadership to the team while managing profitable operations• Monitoring and evaluating on-going sales performance and quality of service, conducting detailed analyses of service delivery and revenue against budget to maximise profitability of the business• Regularly collaborating with senior managers and other stakeholders to discuss operational concerns and other issues, building and maintaining positive relationships to promote favourable outcomes• Implementing effective staff incentive programmes and delivering comprehensive training sessions, ensuring all personnel are equipped with the appropriate knowledge and expertise to excel in their roles while maximising profitability and customer satisfaction• Coordinating despatch of various boats from the piers according to strict operational schedules, ensuring all vessels depart at the allocated times to maintain a high level of customer satisfaction• Overseeing the sale and reconciliation of third-party attraction tickets and bookings, building strong rapport with all clients to ensure a positive customer experience

London, United Kingdom

• Play key role in heading the organising and planning of travel arrangements and daily coach departures at the coach station to ensure that activities run as smoothly and enjoyable as possible from beginning to end and exceed customer expectations• Leverage prior experience in the industry to handle recruitment and facilitate training of all new guides including coaching, providing team direction, leading by example and drawing on experiences to mentor staff through continuous performance reviews and staff feedback sessions• Collaborate, liaise and negotiate with product providers to deliver profitability, sustainable relationships and effective service to ensure standards are maintained• Develop and implement supplier quality management strategies to manage quality control on suppliers and work cooperatively with them to ensure customer satisfaction is surpassed• Utilise planning and organisational skills to plan and develop rosters with the most effective skills mix ensuring enough staff is on shift to cover all duties and to meet operational needs and requirements • Use remarkable communication and interpersonal skills when liaising with all departments and interacting with staff in keeping them updated on the latest and current information and knowledge• Adopt a calm, patient and empathetic approach exercising rational thinking and sound decision making skills when dealing with emergency and unexpected situations

• Instrumental in managing the reservation department team using strong commercial acumen and understanding with thorough knowledge of the travel and tourism industry• Provided exemplary customer service including when taking ownership in managing customers complaints with utmost professionalism; applied critical networking skills to establish and foster positive relationships with third party suppliers• Led and oversaw recruitment, staff induction and training of all new staff ensuring their continuous professional development and training; conducted regular evaluations, observations and appraisals on the reservation department to identify improvement opportunities

• Held sole responsibility for overseeing the daily operations of the rail department and managing the Eurostar ticketing system ELGAR by applying hands-on competency in IT skills• Influential in consistently using efficient stock control methods to control and order all rail stock including tickets, travel cards, maps and leaflets• Relied on superior time management skills to balance multiple tasks, problem solve challenging issues and prioritise competing demands when organising a team of up to eight for daily rail departures• Stepped up to take the lead in developing new products and robust sales strategies while remaining focused on preserving and improving product quality; took and communicated decisions under risk and uncertainty on lockouts and ticketing• Used highly developed industry contacts to develop business relationships and maintain regular contact with key suppliers; booked and reconfirmed arrangements with suppliers to check details ensuring all activities had been meticulously planned out

• Delivered the highest standards of customer service and contributed significantly towards retail sales targets through effective selling skills, product knowledge and teamwork with colleagues to successfully achieve company goals• Utilised creative people skills to approach, promote and sell tickets providing active daily support and assistance in operating and maintaining the simulator ride, handling cash, and managing queue• Took personal responsibility for customer enquires including managing, addressing and resolving issues quickly, and efficiently to ensure customer satisfaction

• Gained a broad skill set in reservations and ticketing, sales, administration, and day to day duties within the reservations department• Applied good understanding of computer systems to provide high level administrative and organisational support including answering and transferring calls, making bookings through the computerised reservation system, and responding to all email enquiries• Took initiative to develop in depth product knowledge and first-hand sales experience to efficiently make cash bookings with face to face customers that led to achieving and exceeding sales targets• Developed a strong work ethic, acquired experience in managing client/supplier relationships including skills in conflict resolution and problem solving and learnt to work independently and within a team environment

• Engaged strong numeracy skills when making quick mental calculations in serving customers in the ticket office and gift shop managing the EPoS system; maintained professionalism providing warm and friendly service, handled cash and carried out end of day banking with integrity • Acted as resource person in assisting visitors with their enquiries providing location directions, detailed and useful information, and educational knowledge on the exhibits • Performed a comprehensive range of administrative work and actively carried out extensive light maintenance at the Museum

Master Of Arts - Ma, Museology/Museum Studies Heritage And Interpretation

Westminster Tour Guiding Course, Professional Short Course, A City Of Westminster Tour Guiding Badge

Bachelor Of Arts (Ba), Tourism And Travel Services Management, 2:1

Activities and Societies: Student representative

Avce, Travel And Tourism