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 every opportunity.• 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• Acting as a main signatory, taking responsibility for the resort bank account• Implementing a resort sales strategy to achieve/ exceed targets

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 employees deliver a great holiday experience. • 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• Provided a holistic customer experience as an active member if the In-destination Thomas Cook team

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• Continually train and developed teams through large training sessions and Service Academy’s, development plans, one to one coaching• Completed monthly reports and communicated statistical information• Generated solid relationships with internal and external customers• Dealt with difficult incidents including deaths, sexual assault and child protections, ensuring maximum support to the customer at all times• Supported and assisted the Destination Manager

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• Supporting the Yield and Product Manager to ensure we deliver competitive rates and inventory to meet the needs of our customers and maximize profitability. i.e. bed brief, system launch tool, property target tool and property planning tool• Managing errata process where changes occur after launch• Acting on feedback from the CEX team to ensure our product portfolio achieves NPS targets• Provide feedback to Group Content to ensure properties and destinations are well presented across all sales channels• Producing pagination and monitoring property rankings to maximize commercial value

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 • Supporting and assist the Team Manager

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• Actively sell Thomas Cook events, car hire and ad-hoc events in order to achieve the sales target• Monitor health and safety standards in resort and escalate any issues

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 exchange to ensure a smooth daily operation. • 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