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Harvey - Orgainsational - UK

Marie Harvey




  • Full time
  • Part time
  • One time
  • Contract
  • Temp

Work History

Specialist & Activity Sector

Tui Travel PLC

❖ Managing the delivery of Tui service promise across 77 destinations
❖ Driving and managing high performance and team effectiveness to ensure all gateways are delivering Service Level requirements and are committed to excellent execution of these
❖ Ensuring all areas have the necessary support from UK departments to achieve objectives & targets
❖ Identifying key performance issues, trends and areas of improvements
❖ Key liaison between UK and Longhaul suppliers
❖ Weekly / monthly / annual and ad hoc reports to ensure that performance is continually monitored and fed back to owners including back office support in UK as well as Longhaul areas
❖ Overcoming to barriers in order to deliver highest level of service
❖ Measurement and management of targets against KPI's
❖ Conducting overseas resort visits to review operations with a view to action plan share best practice
❖ Managed and improved content of Overseas Manuals - policies and procedures working closely with UK and Overseas
❖ Ordering and distribution of relevant stationary including budget management
❖ Assist in screening and recruitment of Overseas staff in line with job profile and positions available
❖ Plan and organise training courses / venues / travel / expenses and attendance
❖ Delivery of training courses and conferences
❖ Delivery and execution of self assessment Health & Safety audit process using in house H&S system
❖ Day to day supervision on Wedding Department with 3 x staff member reports
❖ Responsible for managing budget of Overseas and Weddings Department
❖ Direct customer contact for wedding query escalation
❖ Driving new business through contracting new packages and execution of marketing and training

Duty Officer

British Airways Holidays

❖ Telephone liaison between customers and suppliers
❖ Owning in-resort problems ensuring all enquiries & issues are resolved preventing complaints post travel
❖ Providing accurate and timely feedback regarding operational issues to the appropriate business area as required by Duty Office procedures to prevent reoccurrence and monitor quality.
❖ Ad-hoc tasks to support the business when presented
❖ The use of high level product knowledge to maximise local sales and exceed targets
❖ Ensuring world events, FCO advice and BA commercial & operational updates are monitored for possible impact on British Airways Holidays customers and provide crisis support when required
❖ Working closely with Sales Support Team, assisting with day-to-day operational enquiries and requests from suppliers and British Airways world-wide
❖ Committing to audit processes and procedures

First Choice Holidays & Flights Ltd (Continuous contract) Various job roles including
Overseas Systems Development Co-ordinator
❖ Key UK support for Regional Manager, Area Manager and Overseas Resort Admin staff for systems and applications used
❖ Key personnel to liaise with IT and external companies regarding resort issues
❖ Project work on roll out of new overseas resort systems and applications taking into consideration potential risks, suitable controls and test requirements
❖ Assisting in measuring and the management of resort office targets against KPI's
❖ Preparation of monthly reports to ensure performance is continually monitored and feedback including proposing solutions to barriers to deliver the highest level of service from resort offices
❖ Training of Overseas Resort staff (all system users) groups of up to 8 and one:one coaching
❖ On-going utilisation of company skill sets and performance development plans to develop overseas admin teams and ensure natural career progression / management succession takes place
❖ Project work on the development of Overseas Admin Supervisors management course...

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