Summary
Overview
Work history
Education
Skills
Accomplishments
My Interests and Hobbies
Timeline
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Garry Hughes

Braintree,Essex

Summary

A highly skilled professional with extensive expertise in aviation qualifications, including Level One and Two Security training and NXCT qualification. Demonstrates exceptional people management abilities, taking accountability and embracing change and new systems. Possesses excellent communication skills, providing feedback, support, and encouragement to teams and peers. Adept at addressing behavioural and standards shortfalls while managing operations effectively. Proven track record in leading continuous improvement projects such as FSR from inception through to Con-Ops alongside throughput initiatives, lane feeding, and best ways of working trials. A motivational team leader committed to driving success through innovative solutions and operational excellence.

Efficient Duty Manager capable of acting in multiple capacities to promote efficient and high-quality operations. Diplomatic and engaging professional able to handle challenging requests with friendly and knowledgeable support. Adept at managing in a high pressure environment.

Overview

25
25
years of professional experience

Work history

Security Duty Manager / DSDM

MAG
Stansted, Essex
06.2023 - Current
  • Provide effective Leadership, direction and management of Cell Team Leaders and Security Officers
  • Drive Performance, management, communication and engagement. Manage 40+ Direct Reports
  • Be a great role model for customer service, behaviours, performance and team work and Live the MAG Values
  • Give feedback and coaching to colleagues encouraging exceptional performance
  • Drive performance through effective implementation of policies and procedures in line with compliance, attendance and HR procedures
  • Actively liaise with Stakeholders and Business Partners
  • Accountable for delivery of KPI's
  • Promote "One Team Stansted" ethos
  • Implementation of contingency and emergency response plans
  • Asset Ownership
  • Customer liaison and first point for customer complaints and de-escalation

FSR Team Leader

MAG
Stansted , Essex
10.2022 - 05.2023
  • Professionally handle difficult customer complaints and objections to maintain first-class customer service standards
  • Manage 57 Security Officers with structure and approachable attitude
  • Ensure officers are motivated, committed and are aware of exceptional standards expected
  • Ensure behavioural and personal standards of officers are maintained, including Level 1 compliance to uniform standards
  • Provide leadership and direction for employees, supervising activities to drive productivity and efficiency
  • Deal with escalations - First call for customer and staff queries, dealing with suspect images, ETDE and liquid activations, PNC checks and customer questioning
  • Equipment (Asset) checks, daily and weekly using correct reporting methods and to CAA standards
  • Equipment faults using MAXIMO and correct faulting procedures
  • Work closely with other departments to ensure the wider security operation is efficient
  • Communicate with other Team Leaders and SDM's and offer support where required
  • Monitor Cell performance by reviewing OPM to ensure IPP and PAX throughput are achieved
  • Delivered exceptional customer service by proactively listening to concerns and answering questions.
  • Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
  • Carried out day-to-day duties accurately and efficiently.
  • Consistently arrived at work on time and ready to start immediately.

Team Leader

MAG
Stansted , Essex
12.2021 - 10.2022
  • Dealing with escalations - First call for customer and staff queries, dealing with suspect images, ETDE and liquid activations PNC checks, and passenger questioning.
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
  • Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
  • Drive lane performance by monitoring in lane dashboards and OPM
  • Ensure officers are aware of their duties and utilise their personal skill sets to reach high performance of each lane
  • Manage Officers, Agency and Airport Ambassadors by encouraging and supporting them and recognising areas of training requirement
  • Equipment paperwork and machine (asset) checks - Ensure all machines are compliant, in service and record appropriately. Also, ensure equipment is faulted correctly and timely
  • Support and feedback - Encourage and reward good and productive behaviours whilst managing poor standards and recognising training needs
  • Customer Service - Reward officers for displaying excellent standards in this area and offer support to those needing guidance
  • Punctuality and standards - Non negotiable requirement that professionalism is adhered to in these areas
  • Established as competent and reliable Team Leader
  • Performed roles as Papa One, CIP Room manager and Points Manager

Terminal Security Officer

MAG
Stansted, Essex
08.2018 - 12.2021
  • NXCT Screening to ensure safety and security of the airport, its staff, passengers and infrastructure
  • Screened passengers and belongings to clear for boarding. Searches carried out to DFT/CAA level One standard
  • Patrolled property during open hours, observing activities and deterring vandalism or criminal activity.
  • Collaborated with security teams and emergency services to resolve urgent situations.
  • Checked ID cards and documented details in security log.
  • Eliminated unauthorised access through effective employee and visitor screening.
  • Applied outstanding communication and interpersonal skills when interacting with staff and visitors.
  • Completed thorough incident reports, recording exact observations, occurrences and witness statements.
  • Used initiative and independent judgment within established guidelines to respond appropriately to security situations.
  • Prevented security breaches through continuous monitoring, enhancing staff and visitor safety.
  • Provide outstanding customer service and ensure maximum positive guest experience
  • Work collaboratively with others to ensure the security operation is efficient

Regional Sales Manager

E.I. Group
Solihul, West Midlands
06.2017 - 04.2018
  • Provide Business and Operational support for 58 leased or tenanted public houses
  • Delivered over target budget of £3.76M on territory
  • Delivered beer and cider volume over budget - 13,000 brewers barrels
  • Delivered over budget Rent target of £4.5M
  • Recruitment of new lessees via marketing strategy, interviewing and vetting process
  • Credit Control management - Debt management, continual data review and proactive financial supporting of lessees
  • Optimum Brand Mix margin - Ensuring lessees have correct mix of products that deliver best margin mutually
  • Beer tie policy - Ensure terms and conditions of leases are adhered to, and raising legal 'Section' notices to those breaking agreements
  • Studying of data to ensure 'numbers' are achieved, collectively and pub specific
  • Complete and maintain personal diaries to ensure comprehensive Call Cycle's are achieved
  • CAPEX - Drive development opportunities that are financially beneficial mutually
  • Pub Code of Practice - Follow and adhere to guidelines laid out in regulatory documentation like Pub Code

Business Development Manager

Brakespear Pubs
Henley on Thames , Oxfordshire
02.2013 - 04.2017
  • Deliver overall profit of £1.9M
  • Deliver rent budget of £2.7M
  • Deliver and exceed beer volume of 6,500 barrels
  • Performed Business support and management of 58 leased and tenanted public houses
  • Recruitment of lessees via marketing, interviewing and vetting process
  • Establish optimum brand mix margin by ensuring lessees stock profitable lines for mutually beneficial reasons
  • Adhere to Pub Code and COP regulations
  • Credit Control - Proactive reviewing of accounts ensuring preventative business failure methods are implemented
  • Lease compliance and implementation of legal action and penalties if required
  • CAPEX - Seek and execute appropriate CAPEX opportunities, enhancing margin and profit mutually by good investment
  • Call Cycle and diary management - Ensure regular monthly meetings are set and are productive for both parties

Business Development Manager

Heineken, Star Pubs and Bars, BOC Gases
01.2000 - 02.2013
  • Heineken - Managed over 60 leased business's
  • Star Pubs and Bars - Increased profitability over 5 years
  • Scottish and Newcastle - Established as BDM of the year on two occasions
  • BOC gases - Continual progression and promotions

Education

GCSEs and O levels -

Higham's Park Senior High School
London, England

Skills

  • Aviation Qualifications - Level One and Two Security trained and NXCT qualification
  • People management
  • Taking accountability
  • Embracing change and new systems
  • Excellent communication skills
  • Providing feedback, support and encouragement to the team and to peers
  • Ability to address behavioural and standards short falls
  • Operational management
  • Continuous Improvement projects including FSR from inception through to Con-Ops alongside Throughput initiatives, Lane feeding and best ways of working trials
  • Motivational team leader

Accomplishments

    Business Development Manager of the year 2008 and 2010

My Interests and Hobbies

I am  keen football follower and have been a season ticket holder at Arsenal for many years


I love to cook and entertain. I enjoy many different types of cuisine, especially from Asia


I play guitar and write songs which have been received as witty by some! 


I also love going to the cinema and enjoy films generally. 

Timeline

Security Duty Manager / DSDM

MAG
06.2023 - Current

FSR Team Leader

MAG
10.2022 - 05.2023

Team Leader

MAG
12.2021 - 10.2022

Terminal Security Officer

MAG
08.2018 - 12.2021

Regional Sales Manager

E.I. Group
06.2017 - 04.2018

Business Development Manager

Brakespear Pubs
02.2013 - 04.2017

Business Development Manager

Heineken, Star Pubs and Bars, BOC Gases
01.2000 - 02.2013

GCSEs and O levels -

Higham's Park Senior High School

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Garry Hughes