Mark Woolley Email & Phone Number

Marchants Hill

Chertsey, England, United Kingdom

Datchet, England, United Kingdom

Windsor, England, United Kingdom

Heathrow Airport

I currently look after the operational and financial side of the Ambassador contract at London Heathrow Airport.The Ambassador contract provides customer service, way finding and onward journey information to all passengers traveling through Heathrow Airport. Looking after a head count of just over 400 people, with my direct reports we deliver an ever changing operation to ensure the highest standard of customer service so each and every passenger has a safe and engaging experience when they travel through Heathrow Aiport

London, Greater London, United Kingdom

Weymouth, Dorset, United Kingdom

I am responsible for all Operation and Commercial area's of the Cluster.

Weymouth, Dorset, United Kingdom

Working at the Weymouth Sea Life Cluster Cluster I look after 3 separate attractions. I manage and monitor the recruitment, performance, revenue, H&S, product excellence and guest experience of these attractions. On a daily basis I deal with guest recovery to help support repeat visitation to achieve business targets. I look after the product excellence of the whole cluster ensuring that we are hitting set targets whilst looking for areas of improvement.I help to plan, set up and the delivery of events that will help drive visitation. Whilst these are running I ensure high standards and guest immersion in what we deliver.Through my direct reports and myself we deliver 3 very unique experiences. An aquarium in which I am responsible for Rides, Entertainment & Events and Park Presentations teams. I ensure high quality guest experience which suits all age ranges and that is educational, engaging and fun.The Land Train which is a means on transportation that links to my third attraction. I must ensure the safe running and compliance to road law.My last attraction that I manage is a observation tower called the Jurassic Skyline. It offers great views of the coast and great information on local history. I oversee the revenue, guest experience and safe operation of the attraction.I complete duty manager and senior support manager roles on a daily basis and ensure the business continuity in the event of emergency situations.I am in constant touch and have direct work into the results and reputation of the attraction.

Chertsey, Surrey, United Kingdom

Working at THORPE PARK Resort I managed a quarter of the largest department on park. Managing a team of 3 Team Leaders and over 80 seasonal staff, I ensure the smooth operation of my area on a daily basis.Below is a list of experiences I gain from this role...- Recruiting and creating a team from scratch, installing company and personal standards into my new team to create a positive health and safety culture as well as a hard working ethos.- Managing my Team Leaders and seasonal team and helping within there personal development. Coaching the performance of staff to get them to their desired roles. Managing poor performance from investigations, disciplinary's and dismissals.- Managing the health and safety of some of the most iconic rides within the industry. Creating and amending H&S procedures, ensuring a positive health and safety culture, risk assessing and improving where needed.- Training staff to work at height and how to conduct high level evacuations in tricky situations. Gaining a vast knowledge on working at height equipment and being able to create evacuation procedures.- A wealth of experience from completing department and park duty manager shifts. From this I have established a cool, calm and collective manor when dealing with difficult and emergency situations. Having worked with the emergency services in these situations it greatly benefited my communication skills. This enabled me to be business minded and ensuring continuity across the attraction in the event of such situations.Whilst in this role my primary focus areas were health and safety, guest experience and ride utilisation. My business achievements within the role include employee of the month, achieving 100% mystery shop scores for 2 years in a row and having the highest staff engagement score within my department.