Naomi Armstrong

Leading a newly formed team to drive and and deliver a centrally based resourcing strategy. Influencing and supporting senior managers with their recruitment needs and ensuring an excellent onboarding experience for new colleagues. Providing an excellent community links with local key stakeholders within local schools, colleges and council environments. Garnering interest in our roles for the next generation through an excellent work experience programme.

• Ensuring a smooth arrival process and journey for our guests.
• Guiding a team of 25 to deal with guest concerns and queries effectively and professionally, offering a swift resolution, whilst assisting with escalated situations.
• Mentoring and coaching a team to help them grow and achieve high standards using the People Framework.
• Ensuring the department runs in line with budget requirements and other KPIs including service targets and compensation levels.
• Communicating effectively and working alongside Village Managers, Head Office and other key stakeholders to make best use of guest feedback to aide, help plan and improve the guest journey.

• Managing the security function of Village to include the safety of our guests and colleagues.
• Preventing unauthorised entry by ensuring relevant CCTV and access measures for staff and visitors alongside team patrols.
• Liaison with the Corporate Security Manager, local Counter Terrorism Security Advisor, external Security Consultant and Contractors to identify and install improvements across Village.
• Leading from the front to manage a team of 20, ensuring high standards and progression of systems.
• Working alongside divisional managers and colleagues to ensure Village awareness and adherence to Security policies.

• Overseeing of Guest Services desk, team members and Shift Managers (approx 20 staff) alongside the Guest Services Manager.
• Production of weekly reports using a number of different computer systems and databases alongside responsibility for department rotas and timesheets.
• Overseeing of Arrivals and check in process for all guests.
• Resolution of guest issues raised during the break

• Day to day running of the Guest Services desk and Arrivals function.
• Resolution of guest issues and liaison with other departments to ensure highest level of guest care.
• Appraisals and training of team members.
• Production of key reports for guest arrivals and provision of these across the Village.

• Day to day management and administration of complaints process, following guest's departure from Village.
• Contact with guests via phone, letter and email.
• Liaison with Village to alert to any ongoing trends in feedback.

• Day to day management of complaints process.
• Training of Surgical Division in relation to Feedback policies.
• Liaison meetings with patients, medical and nursing staff to find resolutions.

• Secretarial duties to include diary and accommodation management, copy and audio typing.
• Conference and business event management.
• Marketing and Sales responsibilities.