Samantha Glover17 Calluna Close, Wick St Lawrence, Weston Super Mare, Somerset, BS22 9TS, UK

07867853072: samanthaglover07@gmail.com Skype:samantha.glover71

PROFESSIONAL PROFILE

Multi-Award Winner in Customer Service Excellent interpersonal and communication skills Competent and confident in public speaking; with and without a microphone Takes pride in strong work ethos, integrity and customer focus Computer literate and experienced at team scheduling Supremely organised and thrives at problem solving Skilled at decision making and working individually Experienced in working in collaboration & enjoys being part of a team Confident, professional, positive & gregarious Speaks English as a first language

CAREER EXPERIENCE

Celebrity Cruises

Activity Host Nov 2012-Nov 2015

Organise and host new and existing activities for a five-star premium entertainment program onboard Celebrity Cruise lines. (Including Trivia, Gameshows, Sporting Events, Bingo, Dance Classes, Arts & Crafts, Theme Parties).

Ensure the brand standards of the company are adhered to at all times from correct logos on all visual aids to appropriate music being played at all events and delivering correct opening and closing scripts.

Public relations, customer service and exceptional communication are key to the role and integral to Celebrity’s ‘S.T.A.R’ philosophy. Customer-facing to guests of many nationalities and ages, (duties include greeting at gangways and chatting to guests around the ship to dealing with difficult situations and complaints). The premium guest experience is priority. I have been awarded ‘Shining Star of the Month’ five times. This is given to only 6 crew members out of 1300 who go above and beyond in the service provided.

Take on extra duties to assist my supervisor and lower their work load such as ordering inventory via the Crunchtime Program, monitor and record guest attendance at events and activities and doing the paperwork so the department is in compliance with Maritime Labour Convention regarding hours worked per day. I co-lead the disembarkation of our guests every cruise. I am trained and ready to step up to Activity Manager.

Working in a diverse international and cultural environment with an average of 62 different nationalities at any one time. 10 hours per day, 7 days a week for 6 months. Interdepartmental liaisons and time management are crucial, along with forward thinking for the smooth running of all events.

Under the Maritime Labour Convention (MLC), physical medical checks, intensive safety training and the passing of safety exams is compulsory before the commencing work onboard. These are also re-taken and must be passed at the start of every new contract. I am competent in procedures in emergency situations and drill presentations and demonstrations, crowd control and hotel basic safety training.

Harding Brothers Ltd; Celebrity Cruises

Gift Shop Staff and Jeweller Sep 2010-Sep 2012

Responsible for achieving sales targets in the revenue venues onboard. Planning and executing events whilst demonstrating a high level of customer service and following the S.T.A.R philosophy.

Motivated in this target driven environment, meant creating, and experimenting with new ideas to drive sales (assisted with the planning and frequent re-organisation of the layout of the store, up-selling, promotions of the day, and investing in the guests and their needs through creating professional relations and giving them recommendations).

Promoted to Jeweller in my second contract. Worked together as a team to come up with new marketing strategies in order to achieve optimum sales. Promotions, events and seminars were a regular occurrence in the jewellery shop to drive business and reach sales targets.

Prepared and delivered seminars in front of often large groups of guests and participating in events such as Casino Royale to promote the jewellery store around the ship.

Involved in the extra work of organising onboard social events for the crew of the Celebrity ships. (Including Themed parties and Christmas parties).

(All onboard trainings and competences also applied to this role, as mentioned for Activity Host).

INTO University Partnerships

Admissions and Enrolment Advisor April 2009-August 2010

Part of a busy admissions team and was responsible for all new applicants from Shanghai and Central China wishing to study in the UK.

Liaised daily with Chinese education agents and students orally and via email and Skype. Strong listening and communication skills were required whilst interacting with agents and students whose first language is not English and dealing with cultural differences.

Produced appropriate documents for the students’ visa applications. These documents had to be accurate to ensure the students did not have any issues with the UK Border Agency.

Efficiency, organisation and excellent time management were important in this role, especially during the busy summer months. In order for students to have the correct documents to travel and study in the UK was dependant on our quick service and accuracy. I would visit the various centres during registration weekend to assist with the large volume of students arriving.

Juice 107.2 Radio Station

Account Manager-Advertising Jan 2009-Mar 2009

Approach businesses in the local area to sell commercial radio airtime with a monthly target to reach.

Cold calling, appointment setting, fact finding, meeting with the creative team and a presentation to the client face to face.

Multi-tasking was a constant necessity due to clients being at different stages of the process so organising the day in advance was integral to the job.

GNC

Supervisor Feb 2006-Jan 2009

Fully trained to advanced product advisor and promoted to supervisor after the completion of university degree. High customer service was imperative whilst achieving sale targets. Supervised and trained new staff on customer service as well as product knowledge.

I have experience of many other roles before, during and after being at University from 1999-2006. These include: Doctors receptionist; Bar and waiting staff; Resort work in Majorca; Service work in a family hotel; Shop work. More details available on request.

EDUCATION & QUALIFICATIONS

2:1 BA Honours Degree in English Language and Linguistics at the University of Brighton.

A Levels in English, Sociology and Spanish Full set of GCSEs Grades A-C. Hotel Basic Safety Training Crowd Management Training Accelerating Leaders Performance Series (ALPS) Training

HOBBIES

A career on cruise ships has enabled me to fulfil my passion to travel to different parts of the world and explore new places and cultures.

Five years on ships has made me appreciate and thoroughly enjoy my time spent with my family and friends.

Exercise has always been an important part of my life and completing a marathon was a huge achievement.

A good book is my perfect way to unwind and relax.

References available on request.