John Paul Mac Pherson
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Adventure Tourism industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Operations Supervisor
AJ Hackett Bungy NZ, 192m SkyJump/SkyWalk
05.2014 - 06.2023
- Motivated and trained employees to maximize team productivity in the roles of Front of House, SkyJump Master, SkyWalk Tour Guide, Safety Rigging and Equipment Maintenance Roles.
- Operated in most company job roles including Jump master, SkyWalk Tour Guide, Reception/Sales/Check-In, Hosting and Site Controller.
- Managed booking systems, enquiries, payments and submitted daily financial reports.
- Managed internal operational standards and productivity targets.
- Compiled training materials for new employees, tracked and assessed skill development.
- Conducted maintenance on operational machinery equipment to keep activities operating daily.
- Constructed safety ropes for working at heights.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Reviewed safety operating procedures and training manuals. Performed yearly safety audits and wrote new procedures for training manuals.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Complied to legal authority standards retaining yearly operational business licenses. Audited yearly by Work Safe NZ, Structural Engineers, Auckland Council and company Head of Health and Safety.
- Tracked company equipment, tools and technology to manage inventory. Communicated with suppliers and responsible for purchasing of operational equipment.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Outsourced unnecessary services to save on labor, supplies and equipment costs and adhere to company budgets.
- Hired, managed, developed and trained staff, established and monitored goals and conducted performance reviews.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Attended weekly leadership meetings with Site Manager, Training Supervisor, Site Controller and National Operations Manager. Discussed health and safety, staff levels, staff assessment schedules, customer service, film shoots, upcoming group or VIP bookings and more for company improvement.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Attended training courses in health and safety, working at heights and first aid.
- Coordinated film shoots for media, live television and special events or stunts. Wrote Safety Action Plans for special stunts performed at height. Worked alongside VIP clients, media companies and SkyCity head of health and safety.
- Managed celebrity VIP client bookings including hosting on site.
- Lead emergency response training classes for safety operational staff.
- Carried out daily morning team meetings to prepare for successful daily business operations.
- Hosted seasonal team meetings focusing on company culture, safety and customer service.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Trained my assistant (Training Supervisor) in supporting me with staff training and equipment maintenance.
Education
Certificate III - Working At Height
Vertical Horizons
AucklandCertificate - Pre - Hospital Emergency Care First Aid
St John
Auckland10.2018
Graduate Certificate - Level 4 International Travel, Tourism And Airline
Crown Institute of Studies
Auckland03.2014
Skills
- Guest Experiences
- Activity Sales Customer Service
- Group Communication
- Operating Booking Systems
- Calm and Professional Under Pressure
- Operational Efficiency and Safety
- Adaptable
- Study Area Knowledge
- Staff Training
- Customer Relationship Management
- Inventory Tracking and Management
Accomplishments
- Travel and Tourism Student of the Year 2014
- Multiple Tae-KwonDo National and World Champion Medallist
- Successfully passed yearly company audits for the renewal of operational licenses
Additional Information
Referee: Priel Paniora, SkyJump/SkyWalk Site Manager
Contact Phone: 0064273645623
Email: priel@bungy.co.nz
Timeline
Operations Supervisor
AJ Hackett Bungy NZ, 192m SkyJump/SkyWalk
05.2014 - 06.2023
Certificate III - Working At Height
Vertical Horizons
Certificate - Pre - Hospital Emergency Care First Aid
St John
Graduate Certificate - Level 4 International Travel, Tourism And Airline
Crown Institute of Studies
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