James Kirkham
Ross-on-Wye,UK
Summary
A dedicated professional with a diverse skill set, including STF Accredited Accommodation Auditing and First Aid Level 2 certification. Proficient in Office 365 and Google Suite, with strong capabilities in Excel and Salesforce. Holds a full, clean UK driving licence with continental driving experience. Basic to conversational in French and experienced in outdoor activities such as skiing, snowboarding, trail running, camping, hiking, and freediving. Committed to leveraging skills in mental health first aid to enhance workplace well-being while pursuing opportunities for growth within dynamic environments.
Overview
16
16
years of professional experience
10
10
years of post-secondary education
Work history
Ski Department Manager
PGL Travel
Ross-On-Wye, UK
2023.01 - 2026.02
- Directed project management for transition from PGL to sister company 'NST', integrating all systems, marketing, data, and processes.
- Oversee ski sales and customer service team to achieve customer service and revenue targets.
- Surpassed annual target of £4.5m
- Attaining above 95% customer satisfaction scores
- Cultivated high levels of team motivation by implementing targeted training and development strategies, resulting in team eNPS engagement score of 9.8.
- Recruitment and selection
- Managing bed allocation to maximise yield
- Implementing strategy; pricing, retention, new business, marketing
Ski Operations Executive
PGL Travel
Ross-On-Wye, UK
2018.08 - 2022.12
- Responsible for planning and coordinating educational school ski trip operations: accommodation, transfers, ski hire, ski school, and representatives.
- Cultivating and sustaining relationships with external suppliers and agents while aligning business needs to achieve financial targets.
- B2B agreement negotiation and pricing strategy setting
- Training ski representatives pre-departure and managing operations in resort
- Delivering 24-hour emergency cover and onsite support for groups
- Hotel and coach safety audits aligned with STF standards
NCS Customer Support Manager
PGL Travel
Ross-On-Wye, UK
2017.03 - 2018.08
- Executed B2B sales for NCS contracts and managed financial aspects of NCS product at PGL, serving 14,500 passengers annually and generating £3.3 million in revenue.
- Cultivating and sustaining relationships with external NCS providers, schools, and colleges while aligning business needs to achieve financial targets.
- Lead, mentor, and cultivate NCS reservations team with activity centre team leaders to drive success across 11 activity centres.
Assistant Restaurant Manager
Nandos
Hereford, UK
2015.06 - 2017.03
- Oversee operation of busy restaurant while covering for General Manager's absence.
- Managing, training, and recruiting staff of 30 alongside 3 supervisors.
- Reviews, PDPs for all staff quarterly
- Effective rota design for optimal wage control based on diverse skills and qualifications
- Achieving sales targets and delivering on KPIs
- Managed internal marketing initiatives
Operations Manager
Forest Holidays
Forest of Dean, UK
2014.04 - 2015.06
- Oversee and manage operations for 120 luxury holiday cabins in Forest of Dean
- Oversee upkeep and daily operations of site, ensuring HSE compliance
- Oversee stock control and maintenance of cabins and 70 hot tubs.
- Oversee recruitment and development of team comprising 16 support staff.
- Guest engagement and dispute resolution
Chalet Host & Driver
Mountain Heaven
La Rosiere, Montvalezan
2013.11 - 2014.04
- Preparing gourmet meals for 16-person chalet
- Cleanliness and turnover responsibilities
- Managing hot tub operations
- Daily guest drop-off and pick-up from lifts
Waterfront Director
Catalina Island Camps (Jean-Michel Cousteau's Ocean Futures)
Howland Landing, USA
2010.06 - 2013.09
- Oversee daily waterfront operations of ocean-based activity centre, ensuring safe programming for over 180 guests and 60 staff.
- Supervised all waterfront activities and staff, including sailing and powerboat operations.
Managed kayaking, stand up paddle boarding, skin diving, and recreational swimming activities.
Oversaw safety protocols to ensure secure environment for all participants. - Overseeing middle management team of 4 and waterfront activity staff of 16
- Maintaining compliance with all safety regulations and accreditation standards across waterfront
- Recruit, train, and oversee Lifeguard staff of 32
Education
BA (HONS) - Photography, Video and Media Studies
DeMontfort University of Leicester
Leicester 2004.09 - 2007.08
Foundation studies - Art and Design
Loughborough University of Art and Design
Loughborough, Leicestershire 2002.08 - 2003.07
Sixth Form - English Lit, Art & Design, I.C.T
The Pingle School
Swadlincote, Derbyshire 2000.09 - 2002.07
9 GCSE’s - incl English Maths and Science
The Pingle School
Swadlincote, Derbyshire 1995.09 - 2000.07
Skills
- STF Accredited Accommodation Auditor
- First Aid Level 2
- Mental Health First Aid
- Full (Clean) UK driving licence
- Continental Driving Experience
- Office 365 & Google Suite
- Lightroom and Photoshop Editing
- French (basic to conversational)
Affiliations
- Skiing
- Trail Running
- Freediving
- Camping and Hiking
Accomplishments
Received a company wide nomination and award for Teamwork recognition
Timeline
Ski Department Manager
PGL Travel
2023.01 - 2026.02
Ski Operations Executive
PGL Travel
2018.08 - 2022.12
NCS Customer Support Manager
PGL Travel
2017.03 - 2018.08
Assistant Restaurant Manager
Nandos
2015.06 - 2017.03
Operations Manager
Forest Holidays
2014.04 - 2015.06
Chalet Host & Driver
Mountain Heaven
2013.11 - 2014.04
Waterfront Director
Catalina Island Camps (Jean-Michel Cousteau's Ocean Futures)
2010.06 - 2013.09
BA (HONS) - Photography, Video and Media Studies
DeMontfort University of Leicester
2004.09 - 2007.08
Foundation studies - Art and Design
Loughborough University of Art and Design
2002.08 - 2003.07
Sixth Form - English Lit, Art & Design, I.C.T
The Pingle School
2000.09 - 2002.07
9 GCSE’s - incl English Maths and Science
The Pingle School
1995.09 - 2000.07