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Experienced international leader in customer-centric industries for 13 years, of which 10 in hospitality, 5 in aviation (both commercial and private) and 5 years in retail.
Fast tracked into senior management positions in both retail and aviation/hospitality in 12 and 24 months respectively.
Highly proficient in the management and leadership of multinational teams, relationship management, B2C and B2B business development and sales - being awarded the Quarterly Top Seller title twice in 2016 at Etihad Airways.
Holding a wealth of knowledge in the recruitment and training of VIP service staff, with first hand experience in communicating and working directly with Royalty, VIPs and C-Level stakeholders.
Strong administrative skills in auditing, invoicing, P&L, budgeting, data entry, reporting and analysis, holding a Bachelors Degree & Common European Framework focused in French from Sheffield Hallam University.
Pen-Avia - Luton, United KingdomAsset ManagementJune 2017 - Now · 1 year and 7 months
My ground operations position has a variety of responsibilities, requiring high levels of proficiency and confidence in using a range of operational and planning software such as; ARINC Direct (Rockwell Collins) Leon, Flight Data Connect and Total AOC. These complex pieces of software enable me to schedule the aircraft and crew many months in advance, monitor flight data and audit third parties for internal and external compliance, ensuring continuous asset availability, safety and high service standards essential for the business and customer satisfaction. I generate complex flight plans using a range of data sources that consider many internal and external factors, my role requires me to ensure complete transparency and accuracy of the data in order to ensure safety and cost effectiveness. I manage a social media and general marketing campaign with a £50,000 budget to re-launch the new company branding and drive direct charter sales to high net worth clients and the next generation of wealth within the luxury market. My other duties cover the arrangement of aircraft refuelling globally, international business development and B2B sales through industry events and site visits, of which to date has resulted in generating over £670,000 in revenue. I have implemented an Excel tracking system to monitor customer enquiries, track our bid prices and monitor out competitors, the analysis of this data has enabled the business to more accurately price our product and services and focus our marketing and business development strategy. I recruit and train VIP flight attendants, audit and vet third party suppliers and service providers to ensure a smooth operation and high quality product for the business and its customers.
Etihad Airways PJSC - Abu Dhabi, United Arab EmiratesBack OfficeAugust 2015 - December 2016 · 1 year and 5 months
I volunteered for this role to network with internal stakeholders, expand my knowledge and have more of an impact on policies and procedures. I conducted investigations into medical and safety incidents which, without proper investigation and concluding reports, could have presented legal and financial consequences. I investigated reports submitted by employees and if required conducted interviews and collated statements with parties involved to produce a concise report for company record, that would then either be escalated or closed. The data I collected in the Safety Management and CRM system, provided statistics for highlighting monthly and quarterly safety focuses to prevent more common incidents. Using this data I produced company wide updates on correct procedures, as well as conducting briefings and knowledge spot checks of employees prior to flights. This ensured that my fellow colleagues were up to date with the latest information and were knowledgeable enough to conduct their duties safely. We had weekly and monthly targets for case investigations and closures. I achieved these targets by setting daily goals, encouraging competition with my colleagues, without compromising on accuracy and proper investigation. I implemented a large resource change within the business to meet budgetary requirements through re-designing the number of employees on each type of aircraft without compromising on customer service. Additionally, I had to consider and adhere to many legal obligations regarding FTL and safety that are imposed by the GCAA. I participated in regular updates of the company Safety Emergency Procedures Manual (SEPM) which was issued biannually, as well as publishing new company wide bulletins and statistics and conducting safety training of new employees.
Etihad Airways PJSC - Abu Dhabi, United Arab EmiratesGuest RelationsMarch 2013 - December 2016 · 3 years and 11 months
I held the General Manager position when operating flights with up to 150 customers with an international team of 6 direct reports, as an Assistant GM I had between 6-12 direct reports, managing wider team of 18 and over 240 customers. I achieved this position within 2 years, developing a natural aptitude for working in a pressured environment, with a strong focus on sales, service and operational KPI's. I was situationally aware, concise in my communication and developed trusting working relationships, these attributes were integral in the success of the business. I managed the First, Business and Economy class cabins, ensuring consistent delivery of service and exceeding of expectations to a range of people from Royalty to the everyday individual I had a proactive approach to BD and driving sales and was awarded the Quarterly Top Seller Award, twice in 2016. I achieved this through enrolling customers to the loyalty program and carrying miniature versions of fragrances (through personal expense) to provide onboard ‘testers’. Coaching my colleagues was a strong personal focus as it ensured my team were knowledgeable and confident in their roles, this reflected positively and often resulted in many commendations being passed to my line manager. I believed in equality and treated all my customers equally, offering extra exceptional service to pre-existing high ranking loyalty members, ensuring their repeat business and demonstrating the benefits offered to new potential loyalty members. As a leader, it was my responsibility to ensure all internal and external procedures were adhered to, ranging from legal compliance to regular inspections of safety equipment, colleague and aircraft appearance. Undertaking appropriate action to address and rectify breaches. My belief in personal, product and service development reflected in my quick promotion, this was accomplished through requesting feedback from colleagues and customers and generating reports for management.
Davenport Arms - Marton, United KingdomGuest RelationsJune 2008 - September 2008 · 4 months
Cafe Symphony - Congleton, United KingdomF&B kitchenMarch 2004 - April 2008 · 4 years and 2 months
Sheffield Hallam University - Sheffield, United KingdomSeptember 2008 - June 2012
EnglishNative or fluent100%
- B2B Sales
- B2C Sales
- Business Development
- Complaint Management
- Good in microsoft
- Handling VVIP & VIP GUEST
- Tact and diplomacy