Ashley Scott Robertson

Additional Official Roles:

• Winter EngineerJanuary 2016 - March 2016
• Rides & Attractions HostJanuary 2016 - May 2016

Unofficial Roles:

• Safari Truck DriverMay 2016 - September 2016

Additional Official Roles:

• Winter EngineerNovember 2016 - March 2017
• Rides & Attractions HostMarch 2017 - May 2017
• Fright Nights Senior Maze HostSeptember 2017 - November 2017

Achievements:

• Successfully managing the pier by myself during a terrorist attack.
• Throw buoy, throw bag and life jacket trained by The RNLI.
• Lead the pier operations during an RNLI incident involving a boat with 150+ on-board.

Achievements:

• Passed a 2 hour long exam to become an operator of the London Eye wheel.
• Secured management interviews at Sea Life London and The London Dungeon.
• Successfully evacuated the wheel & South Bank with extreme crowding during a potential bomb package threat.

Achievements:

• Secured an interview for Operations Duty Manager.
• The only new Show Caller employed for their new flagship attraction in the West End.
• Created the Duty Manager report on a regular basis.
• Trained new staff members on maze & show procedures.
• Monitored CCTV across the entire attraction, including opening locked doors remotely.

Additional Unofficial Roles:

• Bespoke Proposal Packages Team MemberSeptember 2019 - July 2022
• Tour GuideSeptember 2019 - April 2022
• Table Manager & Host with Absolute TasteJanuary 2022 - March 2022
• Sales & Events AmbassadorSeptember 2019 - July 2022

Achievements:

• Offered the role of Duty Manager, Deputy Duty Manager and Events Duty Manager.
• 1 of the last 2 candidates for the Assistant Guest Experience Manager position.
• Management position created exclusively for me.
• Long-term training plan to progress to Guest Journey Manager.
• Implemented several ideas into the viewing gallery's operations.
• Trained staff members to tour guide.
• Provided tour guides to Shangri-La Hotel & Spa staff, board members and 15-50 minute tours on the spot.
• Wrote the three core tour guide scripts for staff.
• I was offered the role with Absolute Taste on a full-time basis, but declined as I wanted to progress within the guest experience department.
• The first ever person to be in the role of Table Host and therefore created the standards and procedures.
• One of, if not, the best Guest Ambassador we have ever had in the company. as quoted by a senior manager.

Unofficial Roles:

• Daytime Team LeaderJune 2023 - Present

Achievements:

• Longest serving team member of the lobby ever.
• Supported the successful contract renewal with JLL to provide FOH services for another 3 years.
• Supported phase 2 of the new look FOH space and team size.
• Manage and champion the health & safety for the Portico team, including preparation for site audits.
• Worked within the leadership team to introduce and develop an almost brand new team.
• The first ever team leader to be present in the evening time and be the sole person for all aspects regarding our department on-site.
• Created the foundations and high standards for a brand new section of the lobby team.
• Over a 6 month period, I have successfully built a robust, efficient evening routine and team.
• Developed & Guided one of my team members in a successful application as Team Leader at 22 Bishopsgate's Viewing Gallery.
• Re-designed the daily briefing, the structure of the building tours and completely transformed the way the team contacts all occupiers of the building.
• Provide vital quarterly stats on our visitors to the client.
• Successfully lead the team through challenging situations - including a major city incident.

Role & Responsibilities:

• Responsible for the delivery of fantastic KPI results, including a trip advisor rating target of 4.5.
• Responsibility for training and development for all host roles along with the Department Manager.
• Drive retail operations for optimal efficiency and exceptional customer experiences through effective leadership and process optimisation.
• Drive positive culture throughout the team by leading engaging team meetings, maintaining high quality standards, and coaching team members to deliver high standards.
• Manage both good and poor performance in an effective manner, ensuring systems are in place to cope with operational challenges.
• Be knowledgeable about the Battersea Power Station story, be able to recount how energy is made and make recommendations for bars, restaurants and other amenities within the complex.
• Implement and maintain methods of communication between visitors and the attraction.
• Conduct regular site walks to ensure the highest standard of entertainment is being delivered and whilst on tour, observe standards of cleanliness are being maintained and where necessary, report back to senior management.
• Ensure all site personnel are aware of the day's activities and are familiar with the contents of the entertainment packages, groups and schools expected and at particular times and the number of expected.

Achievements:

• Successfully lead the attraction and team through a 2 month period of the most Operation Falcons (attraction closure) in the company's history due to technical factors.
• Successfully opened the attraction and helped support the standards and procedures currently in place.
• Successfully worked with Battersea Power Station to get all staff access to the break room and locker/changing facilities.
• Wrote the scripts for all host positions and got them signed-off by senior management.

Unofficial Roles:

• Smart Spaces & Lenel SpecialistJuly 2022 - Present