Paul Carter

In my current role I manage training bookings for new and existing staff whilst ensuring compliance with training requirements. I'm required to coordinate logistics for training venues and accommodations and oversee Inbox Management to facilitate efficient scheduling and responses.

• My role for 2024 summer was Sensatori Expert, a new role for summer 2024. I primarily worked on arrivals and departures ensuring all guests were welcomed on arrival and had a smooth departure. Due to a family illness when working in the winter in Ski, I returned home to spend time with family.

• I worked in Andorra for winter 2023/2024. I looked after guests often new to skiing so I always made myself available to help with queries in the hotel, at Ski School meeting point or just as a reassurance. I worked transfer days and went to Barcelona and Toulouse Airports to assist departing and arriving guests. As well as my presence in resort, I carried out welcome meetings, sold ski lessons and lift passes where available.

• I worked in a 5-star TUI Hotel looking after guests, sharing my knowledge of Rhodes and selling excursions and making sure guests had a fantastic holiday as well as looking to resolve things that were not quite right. I hosted Welcome Meetings as well as greeting arriving and departing guests on departure days and working with the hotel staff to ensure guests had a great experience.

• My role for Winter 2022/2023 was a Service Support Representative for Crystal Ski working in the Three Valleys in France. I actively supported the reps by completing administration tasks for Six resorts. My tasks include organising Ski School lessons, activating and balancing Ski lift passes as well as being available on transfer day to meet and greet guests. I was also a liaison for guests who had been unfortunately injured or taken to Hospital.

• I returned to PGL and completed administration tasks and supported all departments. I managed the Reception Team and completed 1-1’s and helped new starters increase their knowledge of the business. I also supported the People and Culture Team by completing centre inductions and Safeguarding training.

• My role in France was Service Delivery Representative in the Serre Chevalier and Montgenevre areas of France ensuring customers had great holidays by dealing with any issues professionally and efficiently while representing the brand.

• I worked as Centre Administrator carrying out administration tasks for Heads of Departments. I also managed the Reception Team and completed tasks such as rotas ensuring the correct staffing was in place for busier and quieter periods. I also assisted with Onboarding of new staff by supporting the People and Culture Team and I carried out Centre Inductions to ensure new staff had a good first impression of the business.

• Issuing contracts of employment, completing reference checks, requesting DBS checks and updating new hire information onto internal systems for payroll.

• My responsibilities included investigating and answering customer queries ranging from moving home to high bills by telephone or secure message.

• I worked for Crystal Ski in Gressoney, Italy over the Winter of 2019/2020. I was a Sole representative and I looked after all aspects of the resort from meeting guests at the airport to creating Welcome packs, ordering Ski Lift passes as well as the finance and administration parts of the role. I liked to be active and visible and checked in with guests daily to ensure they were having a great ski holiday. I needed to be alert to as to what’s happening in resort from checking avalanche risks and weather forecasts and in the case of ski lift closures, I arranged transport to an open ski resort at sometimes very short notice. Covid-19 proved a real challenge with some customers being repatriated home just 24 hours after arriving and despite the guests not skiing or snowboarding, I was proud of the feedback left on the Crystal Ski Facebook page as to how I managed the situation.

• My role was to welcome and be the first point of contact for visitors to the PGL centre ensuring a positive welcome and a professional service. I also carried out many administrative roles and I assisted Team Leaders and Heads of Department to ensure the centre runs efficiently.

• My role at David Lloyd was to promote the sport of Badminton to all ages and abilities by running engaging, fun and active sessions. I successfully implemented, coaching sessions, evening club sessions, daytime sessions for retired members and a popular junior programme.

• My role was to be a new hire’s point of contact from confirmation of joining up to one month into employment. I sent out the first day information and telephoned every new hire before they started with the business to personally welcome them and to answer any questions concerning their role or their first day. I also liaised with our IT, Facilities and HR departments to ensure everything was ready for the new hire’s first day and that our UK offices were expecting the new hires. Onboarding creates a positive impression to new employees from Apprentices, Graduates to Senior Leaders and makes them feel valued before they start with the business. In just over three years, I organised and welcomed over 1,200 new employees. In 2016, CH2M HILL won best Onboarding experience at The FIRM Awards.

• My responsibilities included the running of the Swindon Training Suite that is used for internal Training. During the Two years, I implemented many positive changes to improve the customer service to visiting delegates and internal and external trainers. I also was responsible for the administration of Retail Training Courses, all courses were organised, communicated promptly and in an accurate manner. From April 2012 to March 2013, I arranged relevant Retail Training courses for 700 Branch Network employees.

• I was responsible for the administering of department internal employee systems.

• Resolving Member’s written queries and complaints by telephone and letter and co-ordinating the department work list. During my time on the team, I was the team Co-Ordinator responsible for all complaints received in the department. I needed to ensure they were logged, acknowledged and responded to within the appropriate FSA time scales. My achievements on the team included 100% compliant scores for the team, a thank you from a member which included the offer of tickets for a TV show recording and the Department Player of the Month award.

• I joined Nationwide in 2001 and worked in Payment Services. My roles including the administration of Current Account Payments and I also helped to support our Retail branches with answers to customer’s payment queries while they were in the branch. I also responded to customer queries by letter, e-mails and telephone.

• Answering customer correspondence by telephone and letter.

Balancing Staff Hours for 220 staff and producing centre performance reports.