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 development and implementation of the vision, Corporate Strategy, culture and organisational effectiveness.Work jointly with the operational teams to ensure all operational resources are used in the most flexible and efficient way to maximise productivity and provide good customer service in conjunction with the landlord strategy. Responsible for day to day scheduling of resource on digital scheduling system and technical support to teams and managers who are not managed through the digital scheduling system. To be an expert in your area whilst having transferrable working knowledge of other areas to create flexibility and maintain a high service level.

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 line of escalation for guests during office hours and ensure that out-of-hours telephone support is always available.* Ensure all emails to ‘guest services’ are responded to a timely manner by monitoring the team activity.* Manage the emergency and check – in phones are supervised at all times, responding to emergencies, guest requests and guest issues as required.* Ensure any guest complaints are managed swiftly, according to the Guest Complaints Procedure. Take the lead in the business for overseeing responses to guest complaints implementing corrective action where appropriate and for achieving positive outcomes.* Provide team leadership support to the Guest Relations Executives and take responsibility for the professional development of all members of the team including initial inductions plans, ongoing training, personal development reviews, salary reviews, setting objectives and performance review and management.* Take appropriate action with the support of HR, should there be under performance issues within the team.

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. • Support the sales team by visiting key clients to win business.

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 to. Key Responsibilities:• 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.• Working in conjunction with the both the Operations and Property Manager to ensure a high level of quality is maintained throughout.• Responsible for monitoring and controlling any expenses or recruitment budgets.• Oversee new policies or procedures relating to guest satisfaction.• Implement any new changes when necessary to the Guest Services department. • Provide timely information and updates to the Director of City Apartments.

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