Gerard Lemon
Twizel,CAN
Summary
Confident and experienced hands-on Operations Manager. Benefiting from a progressive career of 20+ years within Customer Service, Hospitality and Tourism industry accompanied with Automotive industry training, knowledge, and experience.
Providing a motivated vision and direction to achieve a high level of customer service and team experience.
Extensive knowledge and understanding of Tourism and Hospitality Operations. Strong committed focus on health, safety, and wellbeing.
Overview
26
26
years of professional experience
Work History
Tourism Manager
Activities and Adventure. AMCAVL
01.2019 - Current
- Responsible for all outdoor activity operations for the Hermitage hotel (glacier explorer, big sky star gazing, Tasman valley tours, Mt cook day walks, museum and planetarium. Hotel fleet of vehicles) and Transport coordination and maintenance scheduling and preventive planning
- Development of activity safety plans for each department in conjunction with industry standards and requirements
- Implementation of health and safety systems and periodic checking schedules and reviews
- Restarting these departments after covid and maintaining gold status ward with Qualmark for all departments
- Managing staff performance and development across all departments
- Ensuring all department heads have efficient team rotations and schedules
- Recruitment of new team members
- Maximise staff retention goals
- Risk management and hazard assessment.
- Maximized revenue potential by analyzing pricing structures of competitors while maintaining attractive value propositions.
- Enhanced tourist experience by developing and implementing innovative tour programs and itineraries.
- Promoted responsible tourism practices within the organization to help preserve the beauty and integrity of visited destinations.
- Coordinated successful events and conferences, attracting visitors from various regions to boost local economy.
- Delivered exceptional guest experiences through comprehensive training of frontline staff members on service excellence standards.
- Launched new products or services tailored specifically towards niche market segments within the broader tourism landscape.
- Implemented effective marketing strategies to increase brand visibility in target markets, driving up visitor numbers.
- Increased customer satisfaction by providing personalized services to clients based on their preferences and needs.
- Managed daily operations of the tourism office, maintaining high levels of efficiency and organization.
Operations Manager
Glacier Explorers, AMCAVL
01.2014 - 01.2019
- Development and creation of Maritime Transport Operator Plan (MTOP)
- Transition into the Maritime Operator Safety System (MOSS)
- Continuous improvement of Safety Systems and Operations for Maritime New Zealand (MNZ)
- Improvement and endorsement of up-to-date training program for MNZ
- Development and implementation of preventative maintenance schedule for the fleet of boats, vehicles and equipment
- Mechanical Training and knowledge and experience for all the vehicles
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
Assistant Operations Manager
Glacier Explorers, AMCAVL
01.2009 - 01.2014
- Supervised operations team to support operational excellence and excellent customer service.
- Improved communication within the team through regular meetings, updates, and open channels of communication.
- Coordinated with Operations Manager in different operational issues and activities.
- Communicated with customers to assess satisfaction with products and services received.
- Streamlined operational processes by implementing new strategies and procedures, resulting in increased efficiency.
- Maintained a safe work environment by prioritizing employee health and safety in all decision-making processes.
- Developed systems and procedures to improve operational quality and team efficiency.
Team Leader
NZ SKI - F&B
05.2009 - 10.2013
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Retail sales
O2 UK communications
03.2008 - 04.2009
- Informed guests of appropriate products available to increase retail sales.
- Mentored junior staff members on best practices in retail sales, improving overall team performance.
- Collaborated with retail sales manager to develop promotional events that boosted store revenue.
- Increased retail sales through strategic merchandising, product education, and upselling techniques during appointments.
Duty Manager
Rottnest Lodge WA
02.2006 - 11.2007
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Assisted in the development of sales initiatives to increase hotel revenue, including upselling techniques and promotional packages.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Service Manager
W.M.McCosh (Renault)
11.2003 - 10.2005
- Met with customers to discuss service needs and offer available solutions.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Coordinated with other departments to maintain streamlined and productive workflow.
Service Manager
WILSONS (Nissan)
09.2002 - 11.2003
Bar and Restaurant Manager
Hilton Hotel Group
10.2001 - 11.2003
- Maintained high standards of cleanliness throughout the establishment by regularly inspecting facilities and addressing maintenance issues promptly.
- Maintained a safe working environment by enforcing strict adherence to health and safety regulations among employees.
- Ensured compliance with state liquor laws by monitoring alcohol service and providing ongoing staff education on responsible beverage serving practices.
- Resolved customer complaints efficiently while maintaining professionalism and preserving long-term guest relations.
- Increased staff retention through effective hiring, training, and performance management practices.
- Fostered a positive team culture through regular staff meetings, open communication channels, and employee recognition programs.
- Boosted customer satisfaction by implementing strategies to improve overall service quality and efficiency.
Technician/ service advisor
GMW (VAUXHALL)
09.1998 - 08.2002
Education
Diploma - Hospitality And Tourism
Technical Institute
N. Ireland2003
Diploma - Engineering Technology
Technical Institute NI
N. Ireland2001
Skills
- Operational Management and Logistical Coordination
- Project Management and Communications
- Hazard Awareness and Risk Management
- Problem Solving and Decision Making
- Leadership and Team Building
- Excellent Communication Skills
- Product Development and Systems Implementation
- Staff Recruitment Training and Development
- Transport Management and Logistics
- Hospitality Management
Personal Information
Title: TOURISM OPERATIONS MANAGER
References
Available on Request
Certifications
- National Certificate level 4– Front line management
- NZ SKI – level 3 – Core Skills cert level 3
- NVQ Level 5 – Motor Vehicle systems (Vauxhall College)
- Level 3 National Certificate Engineering (1 year)– Technical College N.I
- Customer Service Gold Award 2004/2005 (Renault Award)
Timeline
Tourism Manager
Activities and Adventure. AMCAVL
01.2019 - Current
Operations Manager
Glacier Explorers, AMCAVL
01.2014 - 01.2019
Team Leader
NZ SKI - F&B
05.2009 - 10.2013
Assistant Operations Manager
Glacier Explorers, AMCAVL
01.2009 - 01.2014
Retail sales
O2 UK communications
03.2008 - 04.2009
Duty Manager
Rottnest Lodge WA
02.2006 - 11.2007
Service Manager
W.M.McCosh (Renault)
11.2003 - 10.2005
Service Manager
WILSONS (Nissan)
09.2002 - 11.2003
Bar and Restaurant Manager
Hilton Hotel Group
10.2001 - 11.2003
Technician/ service advisor
GMW (VAUXHALL)
09.1998 - 08.2002
Diploma - Hospitality And Tourism
Technical Institute
Diploma - Engineering Technology
Technical Institute NI
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