Nick Pointer Email & Phone Number

London, GB

Andover

To provide efficient technical operational support to the Maintenance department within AM&M encompassing Planned, Mechanical & Electrical, Response, Voids, Estate Services and Aids & Adaptations. Ensuring that Aster’s vision, managing and maintaining our homes to a good and compliant standard within time parameters is delivered. Contributing to the.

Newbury

To coordinate and manage day to day activities within the Guest Relations/Experience department.Key Responsibilities:* Manage the operations team to discuss operations schedules, any new and on – going guest issues, maintenance issues, guest arrivals and guest departures – ensuring that all departments are represented and communicated with.* Be the first.

Newbury, Berkshire, United Kingdom

• Responsible for providing professional customer service, ensuring the provision of exceptional service.Key Responsibilities:
• Manage the guest feedback programme, evaluating and analysing data to provide KPI’s and net promoters.
• Managing complaints in a thorough and efficient way ensuring issues are resolved in line with esa policy.
• Contribute to continuous improvement as to the daily procedures in service and suggest areas of development for the benefit of the customers.
• Coach and support the team to ensure consistency with focus on best practice, having customer needs in scope.
• Work closely with the Director of Guest Relations during a period of growth and regionalisation to support innovation and change.

London, United Kingdom

• I was promoted to the position of Guest Experience Manager, reporting to the Director of City Apartments. I provide operational management and strategic support to ensure the highest level of service is being adhered.
• Managing a team of 5 Guest Services Executives on a day to day basis. Provide overall management, motivation and development of the Guest Services Team.
• Ensure consistent standards across the teams inspiring continuous improvement.
• Motivate the team, providing support, coaching and encouragement as needed and actively promoting communication between all team members.
• Organising and holding regular meetings within the team.
• Manage all guest complaints to ensure customer satisfaction.

Education record

3 A Levels in Business Studies, IT and Home Economics

Education record

11 GCSE's A* to C including Mathematics, English and Science