New York City Metropolitan Area
An experienced operations and people manager, with a strong track record of developing talent in customer focused teams gained over 20 years in the heritage and culture industries. Leads others to achieve high standards with compassion and energy and has invaluable experience of change management. A passionate brand advocate, who proudly represents and promotes organisations to visitors and stakeholders. Responsible for operational aspects of large scale events, and has significant experience of crisis management. Specialises in making other people’s ideas become a reality.
As an independent author I have written and published twelve (and counting) books,which often achieve 'bestseller' status in a number of Amazon book categories. Once the initial creative stages are complete I manage a project team consisting of editor, proofreader, a number of cover designers, formatter, illustrator, web designer and photographer. I lead the team to ensure that all deadlines are met and work is produced to a high standard and meets the expectations of the industry and genre.
Author of the management book 'Always Time for Coffee: A Down-to-Earth Guide for Frontline Managers, Team Leaders and Supervisors'. Reflecting on my own experiences and those of the people I worked with, I wrote a management book for a level of manager who is typically neglected in the publishing and academic worlds. I led a project team consisting of editor, proofreader, a number of cover designers, formatter, illustrator, web designer and photographer in order to bring the book from idea to publication and it remains a popular resource which is used on training courses, for example the management course at the international auction house, Christie's.
I led a multi disciplined department , made up of Visitor Services, Security, Health and Safety, Museum Services (maintenance) and Volunteers. My role involved leading those teams through a period of change and , as a member of the Executive Management Group, contributing to the strategic direction of the museum.
• Managing a team of 130, including State Apartment Warders, Team Leaders and audio guide staff (responsibilities include visitor welcome and orientation, storytelling, tour guiding, research, security) • Managing budgets of £2.6 million per annum • Deputy for Head of Visitor Sevices in his absence, overseeing Custody and Admissions and representing department at a senior level • Co-ordinating and communicating public programming time table and content internally • Develop content of public programme and leading delivery of that content (from free day talks to weekend long events) • Key project team member for a range of exhibitions and events (including large scale temporary exhibitions to permanent route interpretation changes and large scale filming) • Lead on department projects • Overall responsibility for the daily visitor offer; the welcome, access, services and special events • Leading a culture change programme within a large visitor facing team • Speaking on behalf of the organization at conferences and university seminars • Work with a range of external stakeholders, from police to caterers and event managers
•Managing a team of 60 Visitor Assistants & 5 Team Managers along with the cash office team •Managing budgets of up to £1.3million per annum •Project managing a range of activities, from department based customer service initiatives to a £500k new uniform project. •Lead Duty Manager with full responsibility for the day to day operation of the museum •Key ‘link’ between visitor facing departments and administration and scientific departments •Overseeing VIP visits •Preparing new spaces for public opening •Creating a range of operations and security policies
• Managing a team of 26 science educators and the programme of workshops and activities they deliver • Co-ordinating the output of a large department of programme developers and science educators • Plan and co-ordinate professional enrichment programmes • Monitor standards of customer care and adherence to the museum’s health and safety procedures
• Overseeing the day to day operations of the museum • Responsible for opening and clearing the building, including the distribution and securing of cash daily • Responding to visitor complaints and enquiries • Managing visitor health and safety