Hillary (Hills) Fernandes
London,Ealing
Summary
A results-oriented professional with extensive expertise in MS Office applications, including Word, Excel, and PowerPoint, as well as proficiency in Internet and Email Operations. Demonstrates a strong command of CRM systems and venue operations, leveraging knowledge of accessibility standards to enhance visitor engagement. Skilled in financial budgeting and relationship management, with a proven track record of utilising systems such as Ticketmaster, Universe, Opera, Galaxy, and VGS to optimise operations. Committed to driving success through strategic planning and effective communication.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work history
Visitor Experience Manager
FRAMELESS
London, United Kingdom
2024.02 - 2026.01
- Day-to-Day Venue Operations
- Support and manage the team to produce a best-in-class experience.
- Crowd management ensuring that the guests are smoothly transitioning from gallery to gallery and into our retail and catering spaces.
- Using risk assessments to ensure that any potential hazard has been identified and mitigated.
- Work with the Operations Manager to deliver robust evacuation plans, ensuring our guests can safely leave the building with the help of our team.
- Work with the Retail Manager to manage the operational cover for the gift shop.
- Lead on and follow the attractions safeguarding policy, ensuring all vulnerable guests and children are in a safe and friendly environment.
- Responsible for overseeing operational, sales and customer service KPI’s across the guest experience operation.
- Liaise as appropriate with the Café Bar management team to ensure expected service levels are being delivered.
- When events are taking place at the venue, liaise as appropriate with the Events Manager and ensure any necessary front of house team are performing correctly.
- Addressing customer inquiries both digitally and face-to-face.
- In charge of unlocking and locking the premises and always maintaining its security.
- Overseeing ticket-related issues onsite and in collaboration with our reselling partners.
- Events Management
- Making sure Events Operations runs smoothly on the day.
- Looking into the RAMs, Method statements from the clients & events team.
- Rostering FoH staff, Security, Cleaning teams.
- Overlooking on the Health & Safety related documents for the events.
- Reporting
- Ensure daily operational reports are completed and delivered to the senior management team, from H&S incident/Accident reports to end of day reports
- As a key member of the operations team, provide constructive feedback on the day-to-day operations and how it can be improved.
- Identify trends on the ground and report to senior management.
- Daily Pre-Opening & Closing checks
- Ensure the building is fully fit too open operationally.
- Report any defects or maintenance issues to ensure the attractions building & technical equipment has minimal down time.
- Cost Control and profit protection
- To ensure cash handling procedures and cash security, ensuring that procedures are followed, and your team are safe and secure when handling any cash payments.
- Work with the Operations Manager and the company partners on cash protection for the attraction.
- Leadership and management
- I Have the ability to train, lead and motivate a team to deliver one of London’s newest attractions with the goal of becoming London’s best attraction.
- Support the team to be the best that they can be with a focus on employee welfare.
- To Line manage the front of house team and supervisors, ensuring monthly 1-2-1’s and annual reviews are completed.
- Working with the Operations Manager to deliver a robust training plan.
- Ensure that a detailed shift briefing and debrief is written and carried out each night.
- Working as one of a team of Visitor Attraction Managers, you will be expected to ‘own’ and be the champion of certain operational specialities (eg. ticketing, staffing, venue facilities, H&S, staff training, etc); updating, training and liaising with your fellow Visitor Attraction Managers as appropriate.
- Other
- Support & work with the A/V & Technology Manager to ensure that the venues technical equipment has 0% downtime.
- I manage big events from time to time
- Running entire event operations from opening till closing of the event.
- Leaise with 3rd party teams who work for the events. (securities, engineers, F&B & Cleaners)
Guest Experience Manager
KidZania
London
2023.07 - 2024.01
- Responsible for the day-to-day Operations of Admissions/Lost & Found/Retail within KidZania London.
- Focusing on the Admissions /Retail/ Lost & Found/ Cash Office team.
- Making sure that we meet the operational standards on daily basis.
- Working closely with Cash office team with regards to Overage and shortage and rectifying them.
- Developing and updating operations manuals (Standard Operations Procedures)
- Making sure correct number of team rostered on daily and monthly basis.
- Retail stock count and maintaining the records.
- Actively taking responsibility of Park Duty Manger on a regular basis.
- Weekends running the Operations for the Birthdays Team.
- Monitoring the Targets being set within the team regarding Retail and check in.
- Setting up targets for the retail and admissions team and making sure the team meet the targets.
- Making sure on the jobs training are being done with the Assistant Manager and the Coordinators.
- Daily reports and targets being monitored and met.
- Working closely with the team on progression plan within the team.
- Adequate training provided to the team within all the areas of Customer Service.
Park Duty Manager / Birthdays Manager / Assistant Operations Manager
KidZania
London, United Kingdom
2021.08 - 2023.08
- Optimised resource utilisation by leading a team of over 100 colleagues.
- Oversaw daily operations of Admissions and Establishments at KidZania London.
- Managed customer feedback and complaints, implementing effective resolution protocols.
- Conducted training sessions to enhance team performance through evaluations.
- Processed monthly payroll efficiently across all departments.
- Developed and updated operational manuals to standardise procedures.
- Coordinated with Retail, F&B, and Attractions for guest recovery initiatives.
- Handled online and in-person customer complaints to uphold service standards.
Theme Park Duty Manager / Entry Operations Manager
MOTIONGATE Dubai & Bollywood Parks Dubai
Dubai, United Arab Emirates
2016.07 - 2019.04
- Managed day-to-day operations of Ticketing and Guest Services at two theme parks.
- Led a team of over 60 colleagues, optimising resource utilisation and driving revenue through upselling.
- Handled guest feedback and complaints to ensure swift resolutions and satisfaction.
- Executed regular Duty Manager shifts, overseeing rides, attractions, and overall guest experience.
- Ensured timely opening of all rides and attractions while managing safety protocols.
- Conducted team training and evaluations to enhance departmental performance.
- Participated in recruitment of over 1,500 staff for three theme parks and a waterpark.
- Developed and updated Standard Operating Procedures to maintain operational consistency.
Guest Service Supervisor / Duty Manager
WILDWADI WATERPARK
Dubai
2013.04 - 2016.05
- Responsible for the day–to-day operation of Ticketing and Guest Services functions at one of the UAE’s leading water theme parks. Leading a team of over 30 colleagues, I was tasked to ensure guests enjoyed an efficient and welcoming entry experience to the park whilst maximizing revenue opportunities. Also responsible for ensuring departmental policy and procedures are executed appropriately.
- Oversee Daily Operations for Ticketing and Guest Services function.
- Departmental Official Trainer responsible for training new colleagues and maintaining training standards.
- Handling Guest Complaints and Concerns
- Responsible for Internal communication and team updates
- Conduct Physical Walk through of all GSA positions.
- Enforcing correct wristband management, cash handling and point of sale procedure to contribute to the success of the organization.
- Ensure appropriate stock levels of items are available for up-sell, increasing revenue and per capita spending.
- Responsible for scheduling colleagues in advance and making sure operations run smoothly.
- To conduct regular observations and audits on colleagues and provide coaching and/or training when required in order promoting career and continuous growth.
- To conduct regular observation, audits and Overage and shortage feedback and provide coaching and/or training when required to promote continuous improvement.
- Promote career growth for colleagues, team leaders conduct timely and constructive probationary and annual appraisal.
- Ensure all guest and colleague incidents are appropriately managed, recorded and reported to achieve their satisfaction while adhering to the policies and procedures.
- To be fully aware and knowledgeable of all entrance rates, promotions, general park info and products sold at the refund counter to promote, suggest and up-sell the key value credits and products to the guest which will in turn increase revenue, per cap and Guest satisfaction.
Education
Bachelor’s degree - Business Management
St. Xavier’s College of Art’s & Science
Goa, India 2004.07 - 2007.04
+2 Commerce (12th Std.) - Business Management
St. Francis Xavier Higher Secondary School
Goa, India 2002.06 - 2004.05
Advance Diploma - Aviation
International Airline And Travel Management
Panaji, Goa India 2007.08 - 2008.05
Skills
- MS Office - Word, Excel & PowerPoint
- Ticketmaster System
- Universe System
- Opera & Galaxy System
- VGS & CRM System
- Venue operations
- Results oriented approach
- Customer relationship management systems
- Knowledge of accessibility standards
- Financial budgeting
- Visitor engagement
- Relationship Management
Custom Section
- Accident Reporting
- Accident Investigation
- Anti Bribery
- Bomb Threats & Suspicious packages
- Bullying & Harassments for Managers
- Coaching & Mentoring
- Conflict Resolution
- CPR & AED refresher
- Customer Service
- Cyber security awareness
- Disability awareness & inclusion
- Display screen equipment
- Effective Decision making
- Effective meetings
- Equality, Diversity & Inclusion (EDI)
- Essential Health & safety trainings
- Fire Awareness
- Fire Extinguishers use
- Fire Warden
- First Aid
- First Aid Requirements & Riddor
- Lone worker safety
- Manual Handling
- Modern Slavery
- Sexual Harassment
- Slips Trips & Falls
- Teamwork Skills
- Time Management
- Unconscious Bias for Managers
Personal Information
Title: Visitor Experience Manager
References
Available on request
Timeline
Visitor Experience Manager
FRAMELESS
2024.02 - 2026.01
Guest Experience Manager
KidZania
2023.07 - 2024.01
Park Duty Manager / Birthdays Manager / Assistant Operations Manager
KidZania
2021.08 - 2023.08
Theme Park Duty Manager / Entry Operations Manager
MOTIONGATE Dubai & Bollywood Parks Dubai
2016.07 - 2019.04
Guest Service Supervisor / Duty Manager
WILDWADI WATERPARK
2013.04 - 2016.05
Advance Diploma - Aviation
International Airline And Travel Management
2007.08 - 2008.05
Bachelor’s degree - Business Management
St. Xavier’s College of Art’s & Science
2004.07 - 2007.04
+2 Commerce (12th Std.) - Business Management
St. Francis Xavier Higher Secondary School
2002.06 - 2004.05