Donna Grove
Waltham Abbey,Essex
Summary
Energetic Visitor Experience Manager skilled in enhancing guest satisfaction and operational efficiency. Led teams to create engaging visitor experiences, significantly improving feedback and repeat visits.
Adept in problem-solving and creating engaging visitor experiences. Committed to elevating visitor satisfaction and operational efficiency.
Overview
42
42
years of professional experience
3
3
years of post-secondary education
Work history
Visitor Experience Manager
The Hive (formerly Suntrap)
Loughton, Essex
2023.10 - Current
- To be The Hive's main point of contact for enquiries and boookings. Ensure new and existing customers receive excellent and consistent customer service by advising on suitability of programmes and available options so that bookings are maximised using the resources available.
- Lead on the management of The Hive's bookings calendar.
- Lead on invoicing and processing customer payments.
- Provide information on bookings for monthly KPI reports.
- Regularly review, identify and implement improvements to the bookings process and other back-office processes to enhance the journey and experience of the customers.
- Regularly monitor level of income and expenditure.
- Ensure the buildings are well maintained and compliant with corporate health and safety procedures and escalate issues of concern.
- Ensure that the safety and well-being of staff is paramount at all times and that all activities guidelines are adhered to when students are participating in activities.
- Risk assessments are carried out as and when required.
- Senior Management is updated and made aware of issues as required.
- Written procedures and policies are up to date and reviewed regularly.
- Manage catering, cleaning and facilities management contractors to ensure works are carried out when required to a high standard.
- Carry out in-person customer liaison by welcoming visitors to site and giving induction tours.
- Collect and analyse customer feedback to improve the site services and curriculum offer, and be responsible for the safety and well-being of the students and staff during their visit.
- Take personal responsibility for safeguarding and ensure all volunteers are aware of polices and procedures on induction by raising a volunteer handbook.
- Oversee content creation and scheduling of marketing communications and raise a monthly Newsletter.
- Manage an annual calendar for staff training so that all necessary certifications are kept up to date.
- Follow the Council's system for annual appraisals and regular check in's so that all staff receive regular feedback and opportunities for development.
- Ensure that grounds and building are kept to a high standard, and that H&S is maintained and up to date at all times. Raise a Grounds folder to ensure H&S is followed at all times.
- Enjoy being outside in the grounds, helping out where possible.
Duty Manager and Customer Service Assistant
Sewardstone / Edmonton Campsites - LVRPA
Chingford, London
2016.05 - 2023.10
- Developed and led on capital projects, adhering to budgets in place.
- Led team of 15+ to deliver top-quality service and achieve company targets.
- Oversaw emergency procedures and administered first aid.
- Liaised with auditors and prepared facilities to support successful audits.
- Acted on and completed audit results ensuring a safe site was maintained.
- Ensuring the Service Improvement Plan and Risk Reduction Plan were up to date to identify and evaluate opportunities for improvement and deliver effective reports to upper management.
- Met health and safety guidelines to maintain compliant working environments.
- Ensured company policies and procedures were implemented and adhered to.
- Maintained accurate and detailed compliance records.
- Liaised with external certifying agencies to verify compliance or clarify corrective actions.
- Supported company ethos of continual improvement and growth with stringent audit schedule.
- Examined machinery and collected reports of workplace accidents.
- Assisted with compilation and review of risk assessments across scope of organisational objectives.
- Promoted H&S awareness to company employees, subcontractors and suppliers.
- Improved team performance by conducting reviews and KPI data analysis.
- Carried out recruitment drives. Full employment of new staff and adhered to all HR training, policy and procedures. Kept confidential records up to date.
- Handled guest complaints to protect brand reputation and responded to customer concerns with speed and knowledge, delivering professional, personalised service.
- Completed monthly front office rota to guarantee optimal cover for operations.
- Arranged, led and minuted all team meetings.
- Previously all Customer Service Assistant duties.
Learning Support Assistant
Upshire Primary School
Waltham Abbey, Essex
2008.08 - 2015.07
- Minimised distraction by creating and maintaining a clean, safe and organised classroom.
- Assisted lead teacher to monitor class schedule and breaks.
- Oversaw safety of children, promoting and safeguarding welfare in and outside the classroom.
- Invigilated tests and exams with excellent planning and procedural knowledge.
- Supported development of appropriate resources, working with teachers to ensure provision met learning needs.
- Provided supervision to guarantee safety of students during group activities, events and school trips.
- Supervised pupils during lunchtimes and educational visits.
- Delivered well-structured one-on-one support sessions to students with learning difficulties to improve test scores.
- Maximised student learning time by providing smooth transitioning support between lessons.
- Prevented student misbehaviour through constant classroom monitoring and prompt interventions.
- Set-up equipment and gathered teaching materials to prepare for lessons.
- Completed NVQ Level 2 in Supporting Teaching and Learning in Schools.
PA/Administration Assistant
Worked from home for Stuart Liddard
2005.02 - 2008.06
Hotel Receptionist
Premier Travel Inn
Waltham Abbey, Essex
2002.10 - 2005.02
PA to Chief Executive
North London Training & Enterprise Council
Palmers Green, Enfield
1992.01 - 2001.03
Various Administrative Positions
Various
1984.06 - 1991.10
Education
GCSEs - English, Geography, Office Studies, RSA And Pitman Typing
McEntee Senior High School
Walthamstow 1981.01 - 1984.01
Skills
- IT literate
- Customer focused
- Team player
- Highly organised
- Use own initiative and work to tight deadlines
- Have fun!
- Training:
- Carbon Literacy Training for Educators - July 2025
- Designated Safeguarding Officer
- Enhanced DBS
- Red Cross 3 day First Aid Course - Jan 2023
- IKON Conflict Resolution & Personal Safety - Jan 2023
- Personal Licence Holder - 2019
- Counter Terrorism (SCAN) - Feb 2023
- IOSH Managing Safely Level 2 - Feb 2023
- Legionella Awareness - Feb 2022
- Conduction Effective Appraisals - Feb 2023
- Managing Probation Periods/Inductions Effectively - Feb 2023
- Equality, Diversity and Inclusion Training - Dec 2022
- NVQ Level 2 in Supporting Teaching and Learning in Schools
Timeline
Visitor Experience Manager
The Hive (formerly Suntrap)
2023.10 - Current
Duty Manager and Customer Service Assistant
Sewardstone / Edmonton Campsites - LVRPA
2016.05 - 2023.10
Learning Support Assistant
Upshire Primary School
2008.08 - 2015.07
PA/Administration Assistant
Worked from home for Stuart Liddard
2005.02 - 2008.06
Hotel Receptionist
Premier Travel Inn
2002.10 - 2005.02
PA to Chief Executive
North London Training & Enterprise Council
1992.01 - 2001.03
Various Administrative Positions
Various
1984.06 - 1991.10
GCSEs - English, Geography, Office Studies, RSA And Pitman Typing
McEntee Senior High School
1981.01 - 1984.01