Natalie Needham Email & Phone Number

Belgium

Val d’isere

• Responsible for leading a team and ensuring the smooth running of the operation in resort. Uniformity of the services and products, whilst dealing with customer request, issues and ensuring we exceed expectations at.
• Managing the day to day operations including weekly team and account meetings
• Customer Service and welfare, responding to customer feedback and acting with the necessary sense of urgency in solving issues in an efficient and professional manner
• On going recruitment and training
• Working towards set budgets and managing over-expenditure where relevant
• Maintaining and developing excellent supplier and owner/agent relationships

Las Palmas De Gran Canaria, Canary Islands, Spain

• To ensure exceptional service is delivered to Customers in destination. As a Resort Manager I have the responsibility of the island in Gran Canaria where I have had a driven result obsessed culture, whilst ensuring all.
• Inspire and developed a team through consistent feedback and coaching to deliver exceptional customer service, leading by example at all times
• Have taken direction from the Destination Manager to ensure the team achieve given KPI’s
• I have established and maintain respectful relationships with third parties in resort, including hoteliers and agency staff
• Assisted the Destination Manager with the management of cost by reducing expenditure through operational control within the resort, working autonomously to ensure all procedures are conducted in a timely manner
• Implemented a high level of job responsibility and ownership amongst Team Managers, empowering them to make justifiable decisions to motivate and inspire their teams to achieved shared goals

Overseas

• Managed a large team overseas working towards sales, customer service, expenditure and budget targets on a weekly basis.
• Efficiently and effectively responding to continual operational changes
• Accomplished KPIs on a weekly/monthly basis, optimized results through motivating, training and coaching team members
• Implemented a passion for delivering excellent customer service
• Supervised the day to day operation of our customers and staff including Quality Monitoring and Health & Safety
• Managed and monitored expenditure, implementing cost cutting initiatives

Peterborough, United Kingdom

• Responsible for the proposal and implementation of product strategy and improving the commercial performance for Tenerife, Gran Canaria and Fuerteventura in accordance with objectives and targets.
• Supporting the growth in profitability through analysis of the market, competitor activity and internal statistics. Making suitable recommendations based on findings
• Working closely with the Yield team to ensure any planning decisions.
• Sales support and educational planning
• Producing sales brief and training for retail team
• Working with contracting to ensure the differentiated portfolio meets the needs of the UK customers and choosing the right properties to feature

Turkey And Cape Verde

• To lead a team of representatives within an overseas resort working towards sales and customer service targets on a monthly expenditure and budget targets on a weekly basis.
• To ensure service delivery is maximised
• Empowering the team to make justifiable decisions to resolve customer complaints
• Acting with integrity at all times
• Monitoring representatives performance identifying and escalating any training needs and assisting in training as required
• Ensuring accurate financial reporting in line with audit procedures

Overseas

• Being part of a large team within many overseas resorts, working with mixed clientele and striving towards sales and customer service targets on a weekly basis.
• Effectively respond to all customers’ needs and queries in resort.
• Communicate relevant and interesting information to customers in order to enhance their holiday experience
• Accompany customers to/from the resort airport
• Present welcome introductions to customers
• Deliver exceptional customer service in order to exceed the customer’s expectations

Nottingham, United Kingdom

• Consultant / Assistant Retail Manager Oct 2003 – June 2011 The Co-operative Travel Working in one of the leading branches of The Co-operative Travel saw me responsible for employees working as agents along with foreign.
• Training Travel Agents on internal systems
• Collating sales figure reports to cascade to head office and agents
• Delegating tasks dependant on individual abilities
• Charing team meetings
• Dealing with internal partners, negotiating, problem solving and building rapport

Dipolma, Dutch Language

1.1 & 1.2 Dutch Language

Diploma, Travel And Tourism

Gcse