- Skiing
- Travel
- Sailing
- Music Events
Alice Yates
Melton Mowbray,Leicestershire
Summary
Experienced travel and resort operations professional with 10 years' experience in the ski and travel industry, including 5 years in resort management. Proven track record of leading high-performing and record KPI breaking teams, delivering exceptional customer experiences, managing overseas operations, and driving operational excellence in fast paced environments.
Skilled in recruitment, training and leading, staff development, conflict resolution, customer service, and stakeholder management.
Recognised for building engaged teams, maintaining high service standards, and achieving top performance results, including leading the number one resort team for two consecutive seasons.
Seeking to bring strong industry knowledge and leadership experience in a remote or hybrid operation, recruitment, training or customer success role.
Overview
10
10
years of professional experience
Work History
Resort Manager
Skiworld
Val Thorens
11.2024 - 04.2026
- Achieved some of the highest guest feedback and NPS scores across the company while exceeding operational and budget targets.
- Record breaking KPIs on all targets 2 years in a row.
- Coordinated guest relations, budgeting, stock management, maintenance, and operational problem solving to enhance guest experiences and operational efficiency.
- Oversaw day-to-day operations of six-chalet programme in Val Thorens, managing a supervisor and team of 11 chalet hosts to ensure seamless service delivery.
- Developed strong working relationships with chalet owners, suppliers, and local partners to streamline operations and boost customer satisfaction.
Front of House Manager
Hotel Bell Tent
05.2025 - 09.2025
- Interacted with customers to understand needs and provide tailored service, enhancing overall guest experience.
- Managed check-in and check-out processes in fast-paced environment, ensuring smooth guest transitions.
- Managed complaints with calm, clear communication and problem-solving.
- Worked to meet client demands to go above and beyond role expectations, including high profile celebrities and reputable partners
- Handling large to smaller scale festival accommodation operations; Silverstone F1, Green Man and Camp KoKo for Glastonbury.
- Identified issues, analysed information and provided solutions to problems.
- Actively listened to customers to fully understand requests and address concerns.
Sales Advisor
Cruise Nation
05.2024 - 10.2024
- Handled customer enquiries and sold tailor-made cruise and long-haul holiday packages, ensuring exceptional service during the booking process to enhance customer satisfaction.
- Managed booking amendments, payments and travel documentation, consistently meeting sales targets and KPIs in a fast-paced sales environment.
- Built strong knowledge of cruise lines, destinations and travel products to provide personalised recommendations based on customer needs and budgets.
- Developed strong communication and relationship-building skills through delivering excellent customer service and creating repeat business opportunities.
- Utilised online telephone system and multiple agent logins across various travel firms to streamline booking processes and enhance operational efficiency.
Resort Manager (Service Delivery Team Leader)
Crystal Ski Holidays (TUI Group)
11.2021 - 04.2024
- Led resort team to enhance customer experiences, achieving operational and sales targets.
- Monitored guest feedback and sales performance, using insights for continuous improvement and high service standards.
- Coordinated transfer day logistics and supplier relationships, ensuring seamless service delivery.
- Handled customer complaints, welfare concerns and unexpected disruptions calmly and professionally, including high-profile and sensitive incidents.
Recruitment Executive
TUI Musement (TUI Group)
04.2023 - 11.2023
- Sourced and interviewed candidates for seasonal travel roles, collaborating with HR and management teams to fulfil recruitment needs.
- Conducted interviews to ensure solid cultural alignment between client and candidate.
- Coordinated recruitment processes and delivered feedback while supporting online engagement campaigns, enhancing communication and organisational skills.
- Conducted pre-interviews for first stage of hiring process.
- Developed online platforms to connect with potential candidates.
Overseas Service Delivery Rep
Crystal Ski Holidays and TUI Musement (TUI Group)
11.2017 - 04.2021
- Resolved complaints and sensitive situations, achieving high customer satisfaction and loyalty.
- Delivered exceptional guest support in resort, acting as a key point of contact for customers throughout their holiday experience.
- Assisted with airport operations and disruption management, facilitating smooth travel experiences while promoting excursions and ski products.
- Hosted welcome meetings, delivering local knowledge and travel guidance to enhance guest experiences for large groups.
Customer Sales Advisor
Crystal Ski Holidays (TUI Group)
10.2016 - 11.2017
- Delivered exceptional customer service by selling customised ski holidays and travel extras tailored to individual needs.
- Handled post-travel queries and complaints according to company procedures, issued travel documentation including ATOL certificates, while achieving sales and service KPIs in a fast-paced environment.
- Built strong product and destination knowledge to advise customers confidently throughout the booking journey.
Education
BA HONS - JOURNALISM
LEEDS BECKETT UNIVERSITY
Leeds, LDS01-2026
GCSE - 10 GCSE'S acquired including A in English Literature and Language
JOHN FERNELEY COLLEGE
Melton Mowbray, LEC01-2024
Skills
- Customer service excellence
- Complaint resolution
- Team engagement and leadership
- Problem solving
- Critical thinking
- Time management
- Public speaking
- Written and verbal communication
- Microsoft Office proficiency
- Positive mindset
Interests
Timeline
Front of House Manager
Hotel Bell Tent
05.2025 - 09.2025
Resort Manager
Skiworld
11.2024 - 04.2026
Sales Advisor
Cruise Nation
05.2024 - 10.2024
Recruitment Executive
TUI Musement (TUI Group)
04.2023 - 11.2023
Resort Manager (Service Delivery Team Leader)
Crystal Ski Holidays (TUI Group)
11.2021 - 04.2024
Overseas Service Delivery Rep
Crystal Ski Holidays and TUI Musement (TUI Group)
11.2017 - 04.2021
Customer Sales Advisor
Crystal Ski Holidays (TUI Group)
10.2016 - 11.2017
BA HONS - JOURNALISM
LEEDS BECKETT UNIVERSITY
GCSE - 10 GCSE'S acquired including A in English Literature and Language
JOHN FERNELEY COLLEGE