Paul Flexton

As an instrumental part of the Visitor Services and Security team am responsible when on duty for taking overall responsibility for managing daily operations of this world famous venue ensuring smooth execution of events, performances, dinners and private functions across production, front of house, catering, philanthropy and hospitality. Enforce health and safety regulations to guarantee safety of staff and guests, train and supervise staff to enhance service delivery and operational efficiency and resolve customer issues promptly to maintain high levels of satisfaction and loyalty. Also participate in the EDI working group liaising with all departments as a EDI Champion.

Responsible for the day to day Duty Managing of the State Rooms within Buckingham Palace, overseeing a large team and up to 10,000 guests a day in the world famous venue during a very significant year with the Platinum Jubilee and the passing of Her Majesty the Queen.

Oversaw the training for all wardens and the operations team prior to the summer opening then managed all aspects of the daily operation making a number of informed decisions both for the customers and the building.

Managed and executed emergency protocols on a number of incidents including a car crash outside the Palace and a burn incident requiring urgent medical attention.

Was the point of call for all departments and stakeholders within the Royal Household, Police, Royal protection, Retail, Catering and the extended members of the London Visitor Services team which included the Royal Mews and the Queen's Gallery.

Continue to be part of the management team of the site specific production of Agatha Christie's Witness for the Prosecution at London's County Hall. Responsible for all aspects of the Visitor Service experience including duty managing the performances, commercial reconciliation and ensuring an excellent customer experience including resolving any problems or complaints and supervising the team. Also take the lead as the Access ambassador ensuring the venue remains accessible to all and provide training to the team.

Joined the Westminster City Council Covid 19 testing team at the asymptomatic testing site in Victoria. Responsible for administering and processing Lateral Flow and PCR Covid Tests to the general public using the NHS Test system to deliver negative and positive results. Fully trained in testing protocol, PPE procedures and result delivery and was instrumental in a new pilot scheme rolling out NHS PCR tests. Also took the lead in supervising the outreach community distribution site for Soho and the West End working closely with the local residents and businesses in delivering and educating in self testing and registering results. Also taken part in a number of community festivals across the borough and managing the test centre sites at the Brunel Estate in Westbourne Park and Church House in Victoria. Also set up and managed the onsite test centre for the cast and crew of London's Hyde Park's 2021 Winter Wonderland.

Managed the day to day activity of the Box office at the Open Air Theatre, Regent's Park for it's 2019 Season which included the record breaking sold out musical, Evita.

Responsible for line managing the box office team and taking care of all agent requests, education bookings, in person ticket requests, cast and crew ticketing, producer allocation and dealing with customer relations through email and over the phone including exchanges, refunds and access bookings and resolving customer complaints. Enhanced training on the ticketing system, Spektrix.