Amelia Waters

Senior Guest Experience Manager - Commercial @The National Gallery

London, GB

Responsible for the operational excellence and commercial performance of the Guest Experience Department.Strong commercial focus.Assisting with the long-term strategic planning of the visitor journey and front of house commercial activity.Development of visitor and commercial services within the newly configured Sainsbury Wing and Centre for Creative Learning as well as the brand new Supporters House.Managing department and overseeing all aspects of staff welfare, development, conduct and performance. Cross functional working with Operations, Membership, Buildings, Security and Events teams as well as other key stakeholders to align customer service strategies with overall business objectives.Developing robust systems and processes to support excellence and resilience in Service Delivery including writing and implementing policies, procedures and training packages to support understanding of and adherence to agreed standards.Responsible for front of house Membership Sales performance, consistently exceeding all sales targets.Ensuring a dynamic response to change.

University of Essex

BAHons, Philosophy, Politics & Economics