Sales – Driving and motivating the team to achieve targets and promoting ancillaries and upsell techniques to achieve maximum profit margins.Analysing KPI and supporting in specific areas of improvement on an individual basis.Sales – Encouraging the team to deliver exceptional customer service.Service – Driving the team to deliver exceptional customer service. Reviewing KPI data again to offer individual specific support.People Development – Preparing and delivering 1-2-1’s monthly, Mid-Year and End of Year Reviews. Coaching to succeed and staff engagement.Staff training both in an office environment and remotely.Strong HR knowledge and working closely with the HR department when necessary.Escalations – Resolving and offering solutions to escalated customer complaints. Liaise with other areas of the business.Hospitality management (Personal License holder) was my previous forte before entering travel and tourism. managing and organising events/parties, stocktaking, ordering, banking, books.