Samuel Carr

• Acting as Venue 2 (the call sign for this role) I hold a significant role in the major incident plan with responsibility for operational response to any major incident.
• Oversee the guest experience throughout The O2 during an event and to responsible for resolving escalated complaints.
• Act as the highest escalation point on the ground during an event
• Conduct pre-event checks to ensure safety and security plans are in place ahead of guests
  being admitted to the venue.
• Monitor ingress of event day crowds and record at regular intervals the current occupancy level for the purpose of maintaining accurate records.
• Record appropriate information in the venue flash report and input into all relevant reports.
• Handling escalated complaints, welfare or security issues that may arise and liaising with any Partners, Suite Holders and VIP guests where necessary.
• Attending a security briefing with the tour managers to find out logistics and event specific
  information

Providing the provision of key Front of House services
• Assisting with the smooth running of the event operation with particular focus on the safety and well-being of all guests
• Understanding and undertaking responsibilities in the case of an emergency
• Ensuring that venue checks have been completed prior to opening doors
• Leading the safe evacuation of guests in their area in an emergency
• Dealing with customer complaints and resolving issues efficiently in a professional manner,
escalating issues where necessary to Duty Managers and Senior GR Management where needed
• Dealing with guest welfare related issues that may arise
• Assisting with crowd control and ensuring that exits are kept free of obstruction
• Standing on entry points for various areas to ensure authorised access only
• Escorting guests where necessary, inclusive of high profile clientele often
• Communicating all relevant event information ensuring compliance with radio and voice procedure
• Work with the wider venue team to ensure the safety of customers during events

• Maintained detailed records of all transactions, aiding smooth audits and reviews.
• Employed a strategic approach in pricing negotiations securing high profit margins.
• Presented property features to prospective buyers to influence purchase decisions.
• Increased customer satisfaction by identifying and addressing their unique needs.
• Handled customer complaints professionally, improving overall service quality level.
• Enhanced client trust, leading to repeat business and referrals.
• Collaborated effectively with the legal department during contract finalisation stages, ensuring compliance with regulations and laws.
• Maintained regular contact with vendors, providing updates on sales chain developments to guarantee excellent relationships and generate repeat business opportunities.
• Registered applicants and buyers, regularly updating details to maintain quality assurance compliance.
• Received, recorded and presented offers to vendors, confirming all offers in writing for traceability.
• Negotiated and closed sales to secure profitable deals and contracts.
• Listened to customer problems, objections and concerns, offering tailored solutions.

• Organised regular property checks to maintain quality standards.
• Ensured legal compliance in all lettings transactions, reducing risk exposure.
• Built strong relationships with landlords, fostering trust and loyalty.
• Conducted property inspections to ensure tenant compliance with lease agreements.
• Handled eviction proceedings smoothly whilst adhering to legal requirements.
• Facilitated resolution of tenant disputes, maintaining a harmonious environment.
• Assessed client needs carefully, offering suitable property options accordingly.
• Negotiated rental rates to secure long-term tenancies.
• Verified references of potential tenants, ensuring reliability and credibility.
• Answered phone calls and emails from potential and existing customers.

• Learnt about new products quickly, providing comprehensive guidance to customers.
• Balanced multiple tasks simultaneously whilst maintaining high-quality customer care.
• Addressed customer needs promptly, resulting in positive feedback and loyalty.
• Delivered exceptional after-sales service, encouraging repeat business.
• Ensured stock replenishment in a timely manner to maintain product availability.
• Improved customer service by efficiently handling queries and complaints.
• Handled high-pressure situations calmly, keeping store operation seamless during peak hours.
• Resolved customer complaints and process issues with proactive problem-solving skills.
• Operated cash registers with accuracy and processed cash and card transactions.
• Followed company procedures and guidelines for smooth retail operations.
• Maintained knowledge of products and features to provide recommendations to customers.
• Took interest in customers' needs and concerns to provide thoughtful advice and product recommendations.