Spencer Collins Email & Phone Number

London, United Kingdom

London, United Kingdom

I am responsible for the day to day running of a prestigious, heavy footfall attraction, welcoming over 1 million guests a year. Leading and motivating the front of Guest Experience Team, delivering excellent customer service. Duty First Aider, Fire Clearing Marshal and member of the crisis management team. Other areas of the job:  Achieved new ideas on how to increase satisfaction, guest experience and KPI’s. Such as implementing queue line entertainments and interactives to boost our top box KPI to over 68% vs 60% last year. Smashed our TripAdvisor rating by bringing the attraction from 2.5 stars to 3.5 stars in a year. Actively communicating directly with customers, and answering queries and complaints using Avius OPTIMUS email system and TripAdvisor exceeding our agreed customer service standard. Undertook a complete overhaul of our Health and Safety risk assessments for my department to ensure we passed our annual health and safety audit which we scored 95% compared to 89% last year. Managing staffing budgets to ensure our team is working to financial constraints efficiently and not over spending. Thrive working under pressure and dealing with on and off site incidents – involving being incident manager on the Westminster terror attack and black outs within the attraction to ensure the staff and guests were all safe. Driving revenue sales and secondary spends through motivation, regular monitoring and feedback to the teams to upsell our amazing products.  Performance management with team members i.e recorded discussions, investigations and leading disciplinary meetings  Recruitment of staff for the attraction including working on Taleo, setting up and conducting assessment centres and interviews and offering to successful candidates

London, United Kingdom

London, United Kingdom

Madame Tussauds London - Listed below are my reponsibilities:- Look after the day to day operation of the attraction - opening site, operational issues.- Co-ordinate an attraction team of up to 30 people a day welcoming over 11000 guests per day. - Be first point of contact for any guest issues, staff queries- Duty First Aider- YVC (Your Voice Counts) Representative- Incentivising staff- Implementing training and development courses for the Spirit of London Ride and Attraction hosts.

London, United Kingdom

Working at one of the major tourist attractions in London, SEALIFE London Aquarium, every day is different and always presents new challenges. Below are some of my responsibilities:- Manage directly a team of 2 Team Leaders and 22 Guest Experience Assistants who run tours, talks and feeds throughout the Aquarium. Guest Service is our priority so ensure we deliever exceptional customer service and making it fun.- Manage the day to day operation of one of the busiest tourist attractions in London. From opening site, managing the flow of guests, queries, complaints, problematic scenarios, staff issues and constantly working under pressure.- Responsible for all areas of the attraction when open to the public - including health and safety, cleanliness, product standards- Responsible for recruitment, incident reporting, first aid, formal meetings and discussions and other HR related tasks.- directly respond to guest queries, enquiries and complaints via Optimus and email as well as resolving refunds via Datacash systems- Ensure all sales targets (i.e. Guidebooks, Combination Tickets, tours) are hit and exceeded - Ensure KPI's are hit and exceeded and Mystery Shopper scores are achieved.- Proactively incentivise, motivate and lead from the front- Implementing new ideas to increase KPI's and Job Satisfaction including a third Rock Pool, a discovery table.- Training and development of my team- consistently working with other departments to enhance the business and challenge the status quo- fully qualified first aider, IOSH trained and ILM level 3 in Attraction management