Philip H. Email and Phone Number

• Leading the Loyalty & Cruise Sales team to maximise revenue opportunities and deliver a high level of service by exceeding guest expectations.• Manage an annual sales target in excess of £20m, delivering service excellence in the key areas of sales and loyalty and achieved revenue targets in 2017, 2018, 2019 and being 13% ahead in 2020 when the operation was paused.• Delivered a highly successful 2019 brochure launch exceeding revenue targets by 80% - the highest in the fleet.• Exceeded targets in 2019 by £2m over a 2 months period representing 39% and produced a highly successful 2019 Christmas & New Year on Britannia exceeding targets by 127% - £1m.• Fully accountable for creating, hosting and delivering events generating customer loyalty and through that opportunities for increased sales, profitability and brand awareness. • Leading the development of ideas and new initiatives to maximise onboard revenue potential through effective marketing and design, develop and deliver creative marketing plans for distribution across print, digital media, presentations and pop-up desks to increase awareness and secure bookings.

• Fully accountable for provision of personalised service to guests and effective operation of the front of the house operation achieving total guest satisfaction.• Responsible for defining and implementing marketing plans to support the onboard Customer Services Manager by conducting a “Root Cause Analysis” and communicating finding with senior leaders to avoid repeats to the maximum extent possible.• Extensive operational awareness across all shipboard departments and comfortably engaging with all levels of shipboard and shoreside management.• Designed and implemented a feedback called “First Impression” providing guests with an opportunity to document any observations at the start of the cruise enabling shipboard management to take immediate action where required – this initiative was subsequently rolled out across the fleet.• Managed guest comments and co-ordinated timely resolution of any issue raised by a guest.• Participated in all social engagements, activities and functions for both guests and crew, including VIP parties, loyalty receptions and hosting tables in the dining room.

• Delivered personalised service to guests and led the front desk/guest relations operations, managing a team of 17 and managed all guest feedback attending to any complaints expeditiously.• Fully accountable for managing the onboard large operating budgets.• Provide overall management of all employee related issues including on-the-job training, preparation for future promotions, performance reviews, and any disciplinary issues.• Participated in all social engagements, activities and functions for both guests and crew. • Created a new Operations Manual to be used across the fleet to assist new team members joining the company or being promoted into a guest relations team position.

• Managed the Guest Services Department, maintaining company service levels, administration and standards and ensuring any guest complaints were attended and resolved as quickly as possible.• Communicated with the Hotel Director on a daily basis to ensure close awareness of operational issues and challenges.• Responsible for customs and immigration documentation, ship manifests for guests and crew clearance in all ports, including management of the embarkation and disembarkation processes.• Administering the onboard Care Team activities related to any sensitive issues experienced by guests while onboard.• Chairman of the Guest Safety Focus Team covering enhancement of guest safety to reduce accidents.• Worked closely with the Director of Shipboard Guest Services on preparation and writing of new policies & procedures for the total shipboard guest services operation.Additional Responsibilities:• Selected to participate on a project based at the Miami Head Office from November 2006 to June 2007 involving creating and completing of User Acceptance Tests to ensure the planned upgrade was ready for deployment. Also included was the design of the training material to be delivered to more than 350 guest services team members including traveling to 25 ships in the fleet to deploy the project, complete training, monitor the success of the project and provide operational feedback to both shipboard and shoreside management.• In September 2008, I was selected to participate in the complaint resolution project. This project focused guest resolution activities and compensation guidelines. My responsibilities included analysis of shipboard data including amount spent on compensation across the fleet and Guest Satisfaction results; providing recommendations to advance & develop the project and to deploy the project to the fleet including implementation and execution of all training activities for the Guest Services Department.

Located at the Hilton Birmingham Metropole hotel, a leading UK conference hotel located next to the National Exhibition Centre in the UK. Consisting of 790 rooms & suites, a LivingWell Health Club and 33 banquet and meeting rooms for up to 2,000 delegates.After working in Food & Beverage for just under 2 years, I changed departments to work in Front of House. In this position, my duties included maintaining high levels of customer care and service; cash handling & internal banking; balancing daily business of all hotel outlets; complaint handling; check in and out of hotel residents; basic reservations and training all new receptionists on 'FIDELIO'.