Julia Clarke
Bildeston,Suffolk
Summary
A successful individual with extensive experience of international travel. Able to solve problems using initiative and negotiation whilst remaining calm. Operational Management experience in directing activities of both FIT and group traffic both operational and purchasing of accommodation and services. Excellent interpersonal and communication skills. Develops strategies, provides training, sets goals and obtains team feedback. Big picture focus with excellence in communication across the business. A networker and consensus builder with a vision to succeed.
Overview
35
35
years of professional experience
Work History
Operations manager
Anglia Tours
Inworth, Essex
09.2024 - Current
- Created a collaborative work environment for positive team dynamics.
- Identified bottlenecks, implemented solutions, increased productivity.
- Fostered a culture of continuous learning, improved workforce competency levels.
- Liaised with stakeholders for transparent communication and better decision making.
- Led teams to achieve business objectives on time and within budget constraints.
- Encouraged innovative thinking in the team, fostered an environment of growth and development.
- Utilised CRM systems efficiently for maintaining accurate customer records.
- Managed large groups and events bookings with ease and efficiency.
Group Operations Team Leader
Anglia Tours
Inworth, Colchester, Essex
07.2021 - 09.2024
- Fosters positive employee relationships through communication, training and coaching for specialist group travel.
- Leads performance reviews and tailored employee feedback to facilitate professional development.
- Reports on team commercial performance to Directors, proactively offering action for areas of improvement.
- Monitors and improves team performance to ensure operational targets are met in line with commercial objectives.
- Identifies and mitigates potential operational risks.
- Leads overall direction, coordination and evaluation of department functions to maximise customer satisfaction and maintain a high customer retention rate,
- Current implementation of new CRM system.
Senior Tour Coordinator
Anglia Tours
Inworth, Colchester, Essex
08.2019 - 07.2021
- Prioritised and assigned tasks for strategic and optimised distribution of workloads.
- Supported new hires through onboarding process for speedy and successful training.
- Led by example to maintain team motivation, ensuring daily tasks were performed accurately and efficiently.
- Built customer retention and satisfaction by delivering top-quality service.
- Maintained documents and records to comply with internal policies and external regulations.
- Dealt with customer complaints and rectified product and service issues.
Tour Coordinator
Anglia Tours
11.2015 - 08.2019
- Operated school groups to multiple destinations with accuracy and a high level of customer service.
- Calculated competitive tour quotes to increase bookings and grow revenue whilst exceeding targets.
- Researched resorts and destinations ahead of tour planning to assess suitability for customer bases.
- Actioned customer feedback to improve tour offerings.
- Invoiced customers and chased up unpaid bookings to avoid payment delays and balancing issues.
School Tour Coordinator
Galloway European
10.2014 - 11.2015
- Operated school groups from quoting, confirming and coordination of travel.
- Made bookings for land and air arrangements for multiple European destinations.
- Tracked flight prices to secure best-possible prices for customer trips.
- Formed supplier relationships.
- Researched resorts and destinations ahead of tour planning to assess suitability for customer bases.
Travel Consultant
Beestons (Hadleigh) Ltd
01.2011 - 10.2014
- Researched new destinations for brochure tours and for both online advertisements and local media.
- Negotiated with suppliers.
- Increased revenue and passenger numbers.
- Changed method of working with suppliers.
- Dealt with customers face to face and via telephone for bookings.
Purchasing Supervisor
Tracoin Services Ltd (Trafalgar Tours)
London
01.2009 - 01.2011
- Reported to Managing Director on team performance,
- Purchased wholesale hotel accommodation in Europe for multi-national group clientele.
- Managed team to achieve set goals of quick and accurate confirmations within budget.
- Negotiated hotel contract rates for various European destinations.
- Ensured smooth purchasing process by working closely with Sales and Operations departments company-wide both in the UK and overseas.
- Established and managed relationships with new and existing suppliers to strengthen supply chain.
- Encouraged best practices to streamline sourcing and purchasing processes.
Operations Manager
RZR Ltd
London
11.2006 - 01.2009
- Implemented policy and procedures for daily working practices
- Ensured a quality account management for both corporate and consumer accounts
- Integrated a computer software package
- Created a multi skilled and cross trained team resulting in a streamlined customer relations process, which in turn resulted in a reduction in network complaints and costs.
Learning & Development Manager
Gullivers Travel (GTA)
London
08.2005 - 10.2006
- Identified areas of skills and knowledge developmental requirements for staff throughout the department and instructed the Training Team on core areas of training requirements.
- Performed training sessions for the hotel Contract Managers and the Reservations teams including an understanding of the sales process.
- Represented department in Six Sigma project for Sales and Reservations to increase efficiency through better processes.
- Created training programmes guaranteed to achieve key organisational objectives.
- Planned training schedules, prepared materials and booked necessary rooms and facilities.
- Increased accessibility to training workshops and materials by catering to specific requests.
Operations Manager
Travel Bound Inc, Gullivers Travel Associates
New York
12.2000 - 07.2005
- Management of 24 staff across both the Sales and Operations departments for group outbound travel into Europe.
- Minimised discrepancies by effectively training employees on best practices, policies and procedures.
- Reported to Chief Executive on productivity, revenue and profitability
- Liaised with major accounts such as AAA, Americal Express and Vanguard to enhance product development including customised itineraries for European destinations.
- Increased department profits for Sales and Operations year on year with accountability for multi-million Dollar revenue.
- Excelled targets with a 50% growth on land services for the Cruise Sector.
- Analysed financial data to track and achieve budget targets.
- Tracked and reported on KPIs, investigating variances and developing solutions to address bottlenecks or constraints.
- Led and coached team leaders to meet performance targets and deliver operational excellence.
Inbound Development Manager
Gullivers Travel Associates
New York
05.2000 - 11.2000
- Recruited and trained staff and restructured department to implement Head Office's policies for land services.
- Management of all areas including hotel reservations and ground services for both Group and FIT traffic.
- Increased domestic contracts for coach suppliers, restaurants and tourist attractions.
Manager Data & Sales Support
Gullivers Travel Associates
London
10.1998 - 04.2000
- Restructured department responsible for internal and external resolution of complaints pertaining to hotel properties.
- Implemented key working practises for entry of 19,000+ hotel contracts.
- Set-up a training programme to outsource management of contracts to 10 overseas offices.
- Created a system to monitor data input and instigated a quality control programme for Contract Managers.
Senior Supervisor Group Department
Gullivers Travel Associates
London
05.1997 - 09.1998
- Trained new Group Reservations employees on the CRM system.
- Development of junior Group Reservations Supervisors.
- Acted as point of contact and motivation for employees.
Reservations Supervisor, Department Manager
Gullivers Travel Associates
Paris
03.1995 - 04.1997
- Set-up a hotel reservations department relocating from the London office to the Paris office.
- Recruited and trained department staff.
- Managed team to negotiate with hoteliers in order to secure hotel accommodation for a high volume of international in-bound group traffic with maximum profitability.
- Negotiated with hoteliers if a book out situation arouse.
FIT and Group Reservations Executive
Gullivers Travel Associates
London
11.1992 - 02.1995
- Utilising hotel room allocations and also telephone reservations for European destinations for international clientele.
- Confirmed bookings below budget to increase profitability.
Camp Counsellor
Camp Pocono
Ridge, USA
06.1992 - 10.1992
- Taught campers various activities, encouraging engagement from all levels of learners.
- Back packed around the USA.
Reservations Coordinator
Superbreak Mini Holidays
London
08.1990 - 05.1992
- Call centre group and FIT reservations for UK short breaks.
Education
Six Sigma - Project Management
Industrial Society
London 09.2005 -
Train the Trainer & Insight into Management - Management
Industrial Society
London 04.1999 -
BTEC National Diploma in Travel & Tourism -
Barking College of Technology
Essex 04.2001 -
GCSEs -
Sanders Draper Secondary School
Hornchurch 04.2001 -
Skills
- Department management
- Customer relationship management
- Process improvement
- Training and development
- In-depth operation's and purchasing knowledge
- Recruitment and hiring
- Policy and procedure adherence
- Strategies and goals
- Departmental budget management
- Profit and loss analysis
- High-pressure environments
- People management
- Inter departmental coordination
Languages
French
Advanced
Timeline
Operations manager
Anglia Tours
09.2024 - Current
Group Operations Team Leader
Anglia Tours
07.2021 - 09.2024
Senior Tour Coordinator
Anglia Tours
08.2019 - 07.2021
Tour Coordinator
Anglia Tours
11.2015 - 08.2019
School Tour Coordinator
Galloway European
10.2014 - 11.2015
Travel Consultant
Beestons (Hadleigh) Ltd
01.2011 - 10.2014
Purchasing Supervisor
Tracoin Services Ltd (Trafalgar Tours)
01.2009 - 01.2011
Operations Manager
RZR Ltd
11.2006 - 01.2009
Six Sigma - Project Management
Industrial Society
09.2005 -
Learning & Development Manager
Gullivers Travel (GTA)
08.2005 - 10.2006
BTEC National Diploma in Travel & Tourism -
Barking College of Technology
04.2001 -
GCSEs -
Sanders Draper Secondary School
04.2001 -
Operations Manager
Travel Bound Inc, Gullivers Travel Associates
12.2000 - 07.2005
Inbound Development Manager
Gullivers Travel Associates
05.2000 - 11.2000
Train the Trainer & Insight into Management - Management
Industrial Society
04.1999 -
Manager Data & Sales Support
Gullivers Travel Associates
10.1998 - 04.2000
Senior Supervisor Group Department
Gullivers Travel Associates
05.1997 - 09.1998
Reservations Supervisor, Department Manager
Gullivers Travel Associates
03.1995 - 04.1997
FIT and Group Reservations Executive
Gullivers Travel Associates
11.1992 - 02.1995
Camp Counsellor
Camp Pocono
06.1992 - 10.1992
Reservations Coordinator
Superbreak Mini Holidays
08.1990 - 05.1992
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