I produced and presented the breakfast show on NLive Radio, each weekday morning.

Role Scope:• Reporting to the CEO, I formulate and execute the commercial and customer services strategies; working collaboratively across teams.• Leadership and management of the House Management Team and overall responsibility for all Customer Services Teams working across a range of disciplines and locations (circa 150 personnel). Key Achievements:• Worked collaboratively with the SMT, delivering projects including the re-development of the café offering, bar refurbishments and Errol Flynn Filmhouse (EFF) second screen. Outcomes include positively enhancing the customer experience, leading to increased secondary spend at bars by 9% in 16/17.• Launch and development of Dementia-friendly film screenings in the EFF. Leading organisation-wide strategy on this area and representing externally on this matter.• Implementation and execution of two restructures to the Customer Services Team, improving staff resource and improving the customer service experience.• Review of recruitment processes & training, enhancing retention and eradicating use of agency staff leading to a £10K saving against budget for staffing costs in 16/17.• Implemented engagement programme for volunteers, leading to improved retention and increased amount of volunteer hours worked (15,000 hours in 15/16)• Accountability for the delivery of services against a budget of £700K in 16/17, increasing turnover in all commercial areas and surpassing targeted net departmental contribution by £35K; in-turn positively impacting the growth of non-grant-related income.• Undertook a full supplier review, negotiating savings of approx. £30K in 14/15.• EFF has held the Tripadvisor Number One in ‘Fun and Games’ category for two years.• EFF operating at 60% capacity versus national average of 23%• Adoption of Family Arts Standards, improving the welcome to our family audiences.

Role scope:• Reported directly to faculty head with responsibility for increasing the commercial focus of the colleges training restaurant and the Organisation and management of the daily trading activities across multiple sites.Key Achievements:• Led the achievement of AA College Rosette Award• Developed outside catering arm for the college, delivering £20K income in the first six months of operation and led on tenders for further business.• Incorporated student learning in the delivery of external contracts, creating added value by engaging over 40 students in professional settings.• Directed the delivery of several key events for Barnsley Council including Mayor inauguration, forces homecoming and museum launch.

Role scope:• Reported directly to Commercial Director with the responsibility for the development of new business through conferencing, events and partnerships and leading of the theatres front of house teams across multiple sites.Key Achievements:• Built event product offering and standards, delivering over £100K in direct events income with a mix of internal and external events supporting the commercial departments overall turnover of over £1million. • Developed partnerships with corporate clients at the venue; including John Lewis, Investec and Stagecoach.• The Stage – Regional Theatre of the Year 2013.• Eat Sheffield Awards 2010 – ‘Best Newcomer’ finalist and highly commended for ‘Best Local Produce’ for Crucible Corner (bistro).• Project managed three Gala dinners, all delivered in unique and non-purpose spaces. Delivering £20K in fundraising.• Sat on the project team for the development of the new Crucible Café, leading concept testing and advised on the on-going development and business growth of the Crucible Corner Bistro.

Role Scope:• Reported to the GM and Sales Manager with responsibility for the expansion, coordination and delivery of all conference, events and private dining bookings and associated sales. Key Achievements• Increased overnight stays associated with event bookings by 25%.• Increased both wedding and Christmas party bookings by over 50% compared to previous year.

As part of the newly opened hotel my role was to assist with the check in and out of all guests, manage the cashier, process all reservations and deal with all enquiries. Work included shift leading and providing guests with information on the local area in a Guest Services agent role. I also capably took on Duty Management shifts.

I worked across the hotel’s key departments, the majority of which were for a period of six weeks at a time.Work included:Toddys Bar, Writers Bar, (Bar/waiter)Kitchen (Prep Chef),Aberdeen Restaurant (waiter),Reception (Junior Receptionist/admin/switchboard) (12 weeks),Accommodation (housekeeper and Supervisor),Conference and Banqueting (Butler),Duty Manager (2 weeks).Key skills developed:Multi-tasking - Duty Management and all key departments.Flexibility - adapting to each departments set up and procedures.Supervisory/Management experience - Duty Management and Accommodation - leading teams across the hotel and within a department - prioritising work as necessary and motivating all staff to achieve.Team work - successfully worked in teams across the hotel developing good relationships with colleagues.Use of Fidelio reservation system.Cashier responsibility - Reception, Bar areas.