Tom Robinson
Epsom
Summary
Dynamic and results-driven Hotel Operations and Retail Manager with over 20 years of proven leadership across hotels, cruise ships, and high-volume retail operations. I have a proven record for delivering exceptional guest experiences, optimising operational performance, and driving commercial success through strategic planning, team development, and service excellence. Skilled in leading large, diverse teams, enhancing multi-departmental workflows, and implementing processes that improve efficiency.
Overview
11
11
years of professional experience
Work history
Hotel Operations & Retail Manager
P&O Cruises
Southampton
2022.01 - 2026.03
- Oversaw a multi-disciplinary hospitality department aboard a cruise vessel, accountable for management of 120 staff across various functions including customer service and finance. Directed strategic initiatives for passenger administration, immigration, and port operations to ensure regulatory compliance and optimal guest experiences. Enhanced revenue streams and elevated brand standards through effective leadership.
Port Operations Manager
Carnival Corporation
2020.01 - 2022.01
- Effectively plan and manage guests' turnarounds, associated transfer and check-in arrangements for P&O Cruises, Princess, AIDA and Cunard ships worldwide. In the port of Southampton, I would plan and execute delivery of Port Agency and husbandry services for all Carnival vessels. As Port Operations Manager at each turnaround, I have overall responsibility for over 200 staff as well as the Terminal activity including check-in, security flows and all health and safety procedures.
Guest Services Manager
P&O Cruises
2015.01 - 2020.01
- Organise and oversee the effective delivery of customer service throughout the ship ensuring that we meet and exceed guests' expectations. Oversee and control guest and crew cabin inventory to maximise guests' satisfaction and revenue generation. Effectively manage and develop a team of over 50. Ensure that constructive feedback for appraisals identifying development opportunities and provide support to supervisors to guide, motivate and direct their respective team members.
Education
BA - Sports Studies
Southampton University
2008.01 - 1 2012
National Diploma - Sports & Exercise
Brockenhurst College
2003.01 - 1 2006
Skills
- Highly Adaptable
- Guest Service Driven
- Analytics
- Conflict Resolution
- Communication
- Revenue Driven
- Service Recovery Specialist
- Creativity
- Strategic thinking
Accomplishments
- Implemented continuous improvement by reviewing and streamlining work and increasing efficiency across my department.
- Successfully managed a team responsible for executing and delivering guest service scores over a short period from 50 to over 70 NPS.
- Successfully exceeded revenue targets on board for 25/26 financial year of over 10%.
CONTACT
- +44 7824876915
- Tommo2189@hotmail.com
- Www.linkedin.com/in/tom-r-ab5029192
Timeline
Hotel Operations & Retail Manager
P&O Cruises
2022.01 - 2026.03
Port Operations Manager
Carnival Corporation
2020.01 - 2022.01
Guest Services Manager
P&O Cruises
2015.01 - 2020.01
BA - Sports Studies
Southampton University
2008.01 - 1 2012
National Diploma - Sports & Exercise
Brockenhurst College
2003.01 - 1 2006