Patrick Mccarthy Email & Phone Number

Auckland, New Zealand

Lead any amazing team of Travel Professionals who deliver the best customer experience and create holiday memories that last a lifetime. House of Travel, Ponsonby282 Ponsonby RoadPonsonby P: 09 360 5760E: ponsonby@hot.co.nzOpening Hours: Mon - Fri9am - 4.30pm

Ponsonby, Auckland, New Zealand

Leading a highly skilled team of Travel Consultants, creating amazing holiday memories for our customers.House of Travel PonsonbyThree Lamps340 Ponsonby Road AucklandP+64 9-360-5760 E ponsonby@hot.co.nzHours: Weekdays: 8:30am - 5pmSaturday: 10am - 1pm

• Leading a team of 20 Cabin Crew Leaders and ~200 Longhaul cabin crew indirect reports to deliver on Cabin Crew objectives – Customer/ Culture/ Commercial. Key achievements:
• Course development and facilitation on the following Cabin Crew internal programmes:o Go Beyond Customer Connections (Customer Service workshop)o Go Beyond Leadership (Leadership workshop for Cabin Crew leaders)o Go.
• Co-Lead HPE Inflight Co-Ordinator and Flight Service Manager leadership review
• Co-Lead HPE Crew Engage (Cultural improvement across Cabin Crew fleet)
• Lead on Crew Readiness project for new route Buenos Aires
• Development of Performance Framework for Cabin Crew and Crew Leaders

Auckland, New Zealand

• Overall responsibility for the strategic direction and financial performance of the Holidays Travel Brokers. Ensure the Stores and Brokers have the tools, skills and knowledge at a group level enabling Holidays to.
• Project Manager and Lead for system replacement for the Holidays Stores from Carina to Sabre and SAM mid office system
• Completed and implemented Customer Experience Standards for the Holidays Stores
• Development of the Holidays Stores Wiki knowledge depositary, houses all store related policy, processes and product information. Replacement Holidays Stores intranet
• Developed and implemented the Holidays Stores / Brokers, Educational and Familiarisations Programme. Consisting of monthly destination or product eModules, monthly destination familiarisations, post familiarisations.
• Overall responsibility for Policy and Procedures for the Holidays Stores including Business Continuity Plan

Auckland

• Manage Air New Zealand's retail travel outlets - Holidays Stores to achieve the group goals of excellence in customer service, profitability and growth of Air NZ ticket sales. Achievements:
• Managed Northern and Central Holidays Stores regions from negative EBIT position to positive profitable result
• Opened new store in Silverdale
• Relocated Customs Street store to Ponsonby
• Relocated Hamilton store from CBD to The Base, Te Rapa
• Relocated Rotorua Holidays Store to more central location

Auckland, New Zealand

Manage the front line sales training and development function for Direct Sales, Offshore Sales Offices, General Sales Agents, Implant Offices, Airport Service Desks and other business areas that require Carina Reservations, Leadership and Customer Service training. Ensuring training delivery is aligned to Air New Zealand brand values and airline approved.

Auckland, New Zealand

Responsible for managing Business Direct (now Tandem) large commercial clients and develop/acquire new commercial customers. Key focus ensuring my commercial customers were getting the best possible service in all areas and to achieve financial targets.

Responsible for the planning, delivery and administration for all sales and ticketing training for frontline sales staff. Area of accountability covers Holidays Stores, Tandem, Contact Centre, Global Travelcentres and NZ & Offshore Airports/Offices using QIK reservations system.

National Certificate In Adult Education - Level 5 And Training, Workforce Development And Training

National Travel Certificate And Iata Ticketing Certificates, Travel And Tourism

Trade Certificate In Professional Cookery, Cooking And Related Culinary Arts, General

Diploma In Cookery, Cooking And Related Culinary Arts, General

B Bursary, University Entrance