TOBY Sylvester
Summary
An ambitious and commercially focused professional with over six years of leadership experience at Haven Holidays, progressing from Shift Leader to Pool Manager and Activities Manager. Experienced in leading teams of more than 30 colleagues, delivering exceptional customer experiences, and driving business performance in a fast-paced, customer-focused environment.
Recognised for achieving outstanding commercial results, including leading the Activities department to generate over £500,000 in annual sales, the highest annual Activities sales revenue ever recorded at Presthaven Beach Resort. Awarded Team Manager of the Month on multiple occasions for strong leadership, team development, and operational excellence.
Prior to management, gained valuable sales experience within the caravan industry, building strong customer relationships, handling objections, and converting enquiries into successful business opportunities. A confident communicator with a proven ability to motivate teams, build trust with customers, and identify opportunities to increase revenue.
Now seeking to apply my leadership experience, commercial awareness, and proven sales ability in a dedicated sales role where I can continue to build lasting customer relationships, exceed targets, and contribute to business growth.
Overview
1
1
year of post-secondary education
8
8
years of professional experience
Work history
Activities and Pool Manager
Haven Holidays
Prestatyn, Denbighshire
2023.01 - Current
- Managed day-to-day pool and activities operations for extended periods simultaneously.
- Led, developed, and motivated a 30+ colleague team for guest experiences.
- Delivered £500000+ annual activities sales, setting highest-ever revenue record.
- Coached staff on product knowledge and customer engagement for sales.
- Ran recruitment, inductions, training, rotas, and performance reviews.
- Handled guest complaints, resolving issues professionally to maintain satisfaction.
- Collaborated with senior management and departments to meet operational objectives.
- Received multiple Team Manager of the Month awards for leadership and development.
Shift leader
Haven Holidays
Prestatyn, Denbighshire
2019.01 - 2022.07
- Managed daily guest-facing operations in a busy, fast-moving environment.
- Supervised teams during peak periods to maintain service and efficiency.
- Trained and mentored new colleagues while supporting development of existing team members.
- Resolved guest queries and delivered consistently positive holiday experiences.
- Supported managers to meet departmental targets and uphold high operational standards.
Caravan Estate Agent
Caravan Estate Agent
Holywell, Flintshire
2018.08 - 2019.01
- Contact caravan owners and explain company sales service benefits.
- Build rapport and uncover listing needs during customer conversations.
- Handle customer enquiries and maintain regular communication through the sales process.
Education
bachelors degree - Sports Coaching
Crowder College
Missouri 2017.08 - 2018.08
Skills
- Sales and business development
- Customer relationship management (CRM)
- Revenue generation and commercial awareness
- Consultative selling
- Upselling and cross-selling
- Negotiation and objection handling
- Relationship building
- Customer service excellence
- Excellent verbal and written communication
- Team leadership and people management
- Coaching and mentoring
- Staff recruitment and training
- Performance management
- Target-driven mindset
- Team motivation and engagement
- Problem solving and decision making
- Conflict resolution
- Organisation and time management
- Planning and prioritisation
- Operational management
- Complaint handling
- Working under pressure
- Attention to detail
References
References available upon request.
Timeline
Activities and Pool Manager
Haven Holidays
2023.01 - Current
Shift leader
Haven Holidays
2019.01 - 2022.07
Caravan Estate Agent
Caravan Estate Agent
2018.08 - 2019.01
bachelors degree - Sports Coaching
Crowder College
2017.08 - 2018.08