Paula Nelson Email and Phone Number

Build and maintain strong client relationships.Introduce key internal stakeholders to the client and foster those relationships for the benefit of the account.Develop an in-depth understanding of the clients’ operations, strategic goals and brand values and communicate internally.Oversee operational performance of the account and ensure the service is delivered in line with the SLA and KPIs and to budget.Schedule regular client review meetings.Act as the point of escalation for any issues or incidents.Identify challenges and areas for improvement and provide innovative solutions.Identify potential new business opportunities and work with key stakeholders to scope out, develop and present proposals to the client.Manage, mentor and guide Account Executives and Key Account Advisors.Provide support, education, and guidance to other departments, especially those clients facing.Identify key risks and escalate as necessary.Produce monthly management reports.Develop relationships with key suppliers relevant to the account.Review Supply Chain Partner performance from the clients’ perspective and identify and drive improvements working with the supply chain team.

Responsible for 12 sites across the South East of England.Accountable for all aspects of buildings performance including sales, health and safety and compliance.Working with various landlords to ensure buildings were maintained and students provided the best experience through hiring and coaching a great team.

Property manager for 779 bed student accommodation site.

- General manager for 184 room student accommodation building with overall responsibility for the day to day running of the building.- Overall budget responsibility for the building.- Deliver great service to all residents ensuring they have a comfortable and safe environment.- Ensure all tenancies are completed and signed, chase any debtors up for payment.- Turn building around for new residents moving in.- Responsible for sales working to achieve maximum occupancy through show arounds, answering enquiries etc.- Maintain the building environment and building to ensure a clean, safe and comfortable experience for all students and staff.- Oversee and arrange any necessary maintenance and building works which are required to be carried out. - Regularly reporting to the client on financial and sales performance.- Deal with any complaints head on, working to resolve them to the best outcome possible.- Establish and maintain strong relationships with local universities and businesses.- Implement COVID-19 policies and ensure building is in line and set up to provide a safe environment.- Ensure follow all ANUK accreditation guidelines to keep accreditation.

Hotel manager for 4* luxury lifestyle hotel company. Primary duties included overseeing all hotel operations including meeting and bedrooms, co-working space and F&B operations. Ensuring our guests had the best experience and our building was well maintained to the highest standard. • Overseeing recruitment, on-boarding/off boarding and other relevant HR processes. Including creation of contracts, immersion training and regular 1:1’s and performance management when required. • Confident team manager and coach, fostering a positive, energetic and guest centric culture, they are at the heart of everything we do. • Deal with any complex guest complaints or issues which required escalation.• Responsible for P&L and budget management, regularly reported relevant financials to stakeholders across all functions of the hotel. • Managed HSK and maintenance teams ensuring building and cleaning standards were maintained to the highest degree.• Posses strong H&S knowledge, responsible for overall H&S management for the building, working with relevant departments to ensuring records and training was up-to-date across all necessary areas.• Commercial and sales awareness. Identified revenue opportunities to continually drive the business forward, this included ensuring we were embedded in the local community with regular presence at the local authority meetings, conducting tours of the building for potential new clients, identifying and building strategic partnerships, strategic programming and event hosting. • Continually thinking on my feet and being pro-active and responsive to any challenges which came my way, ensuring these were tackled head on with a positive and pro-active attitude.

Working alongside the organising committee, BECOG to consult local service providers for the provision of all Cleaning and Waste and Housekeeping operations within the Athletes Village, Media Village, Canoe Sprint Venue, Canoe Village and the International Broadcast centre.Assist with the creation of staffing and consumable plans to be provided to LSP's as guidance on how operations will run during pre-clean, during operations and post clean.Monitor all staff sign in sheets to ensure LSP is complying with the guidance provided. Arrange and minute weekly meetings with BEGOC and LSP to ensure all KPI's are being hit.Completing all administrative duties in the planning and operational phases of the games.Supporting both precinct and zone managers with various duties including daily monitoring of LSP's to ensure they were fully supported in all areas where any issues may have been identified. Assist with training of LSP staff. Gather and collate necessary information and compile reports to be provided to BEGOC to ensure compliance from all necessary LSP's.

Overseeing the recruitment, training and employment of over 350 housekeeping staff through our Housekeeping ,linen and laundry contractor Cleanevent, within the athletes village on the run up to and during the Glasgow 2014 Commonwealth Games. Acting as a key point of contact between Glasgow 2014 Village Operations and the appointed supplier. Assist in production of training materials to instruct the supplier, G2014 housekeeping administration staff and volunteers. Assist with the creation of and provide direction and feedback to the supplier to ensure full understanding and compliance with Glasgow 2014 policies and procedures. Ensure responsible and full control of keys in the possession of the Housekeeping, Linen and Laundry workforce.Ensure that all safety regulations, emergency procedures and fire risk guidelines are robustly enforced. Effectively motivate and supervise the Housekeeping administrators and contractor staff to ensure that all services undertaken by the supplier are completed to an excellent level in a courteous and hospitable manner.Establish effective and productive channels of communication with the supplier to ensure that any housekeeping related issues can be quickly. Remain fully informed of occupancy levels and scheduled arrival and departures so that Housekeeping duties are directed in accordance with needs. Ensure workforce rosters are current, appropriate and that the staffing levels are as specified in the contractual agreement.Responsible for implementation and operation of first fully serviced laundry facility within Commonwealth Games. Over 27,000 bags washed between 13th July-6th August.Creation of daily housekeeping audit framework to ensure standards of housekeeping remained consistently high throughout. Where any issues were identified through the daily audits completed these are immediately highlighted to the suppliers Housekeeping manager who would ensure issue was dealt with efficiently and effectively.

Ensuring staff were enrolled and up to date with all training requirements within the company.Enroll and induct all new starts into the business.In my role as Head Trainer for the unit it was my duty to identify the training needs/issueswithin the business and subsequently plan and deliver training sessions with staff such as'managing the reservation process' to ensure everyone is working to the same highstandard.Working to the aims of the company I developed and delivered training packages integrating my vast knowledge in providing high levels of customer service and hospitality experience accrued from over 4 years of working within the industry. Ensuring to build and maintain a strong relationship with staff and management keeping them motivated and wanting to learn and develop their skills within the unit.Experience of high level motivation during busy periods including summer holidays and thefestive period when longer and greater unsociable shifts are a necessity in order to ensureeach and every customer receives a premium level of service in accordance with thestandards and guidelines of the company.

In my role as a Roadside Rescue Advisor with the Royal Bank of Scotland I was required to deal with a diverse range of clients in high pressured situations, effectively using my communication skills to obtain all information required to process the recovery as efficiently as possible. Using my communication skills to influence and negotiate with clients on a busy roadside to ensure they received the highest level of service possible within the guidelines of their policies.Dealing with a diverse range of clients in high pressured situations, effectively using my communication skills to obtain all information required to process the recovery as efficiently as possible. Using my communication skills to influence and negotiate with clients on a busy roadside to ensure they will receive the highest level of service within the companies remit.Consulting with management and staff to obtain and collaborate information to allow me to identify areas of service that may need improved upon to benefit the level and consistency of delivery of service.Attend as many training sessions as possible to absorb new information. Then embrace this information and use it, where possible, to not only benefit myself but also my colleagues, where relevant.