Terri Johanne Marsh

Management Apprentice

Apex Hotels Ltd. – Scotland, Dundee 

July 2022 – Sept 2023

An apprenticeship including the completion of rotations in various hotel departments. Part of this is also to attend university studying Business Management - I have completed my 2nd year at university and 2 department rotations. 

Spa: 
Work as an efficient member of staff within the spa: Front desk, welcoming guests and ensuring their guest journey starts off positively before they meet their therapist. Process payments and complete cash up duties. Complete pool checks and calibrate machinery to correct any imbalances.

Assisted with the creation of a new strategic position within the spa by doing the following:

• Created a Business Case, SOP/training document and KPI measurement tool.
• Assisted with the set-up of software necessary for the role. 
• Tested the role before launch.
• Trained the employee selected to work in the role.
• Compiled multiple reports for the Spa Manager, displaying the results within infographics, charts and tables using MS Office programs. 

Restaurant:

• Supervise and run busy breakfast, lunch, and dinner services in the restaurant.
• Allocate roles and zones to staff, utilizing their skills and interests to benefit the service.
• Work in the service itself within all areas of the restaurant: hosting, bar, taking orders, serving, running food, making drinks.
• Ensuring guests have a positive experience from when we welcome them to when they leave.
• Conflict resolution and problem solving.
• General cash handling and processing cash up when service ends.

Social Care Worker – FUN Coordinator (Activities)

Perth and Kinross Council – Scotland, Perth

August 2020 – July 2022

• Providing daily social activities for adults with learning disabilities in the Gleneagles Day Service online, such as art, baking, bingo, games, learning activities and more, during covid restrictions. When restrictions on COVID loosened, working on relaunching, and developing the PKC’s FUN Group for adults with learning disabilities – providing evening and weekend activities.
• Creating a monthly planner, sending them out to members, taking bookings and independently running free and paid activities, around 4 per week. 

For example: Bingo night, baking and cooking evenings, movie nights, visits to the cinema, music and mocktail nights (with 1-1 mocktail lessons), make-your-own pizza nights, bowling in Dunfermline, weekend café lunches, evening restaurant visits, evening or weekend walks, park games, pub quiz nights and the FUN disco open to all adults with learning disabilities throughout Perth and Kinross (not just FUN members). 

• General admin – creating activity content, booking rooms and locations, organizing transport, buying ingredients, setting up and cleaning down after (to COVID safe standard), money management, depositing raised funds for future use, keeping on top of emails, attendance records.
• Attend regular meetings to discuss how we can change or improve the service we provide.
• Assisted other services withing PKC where required with services users with more extensive needs due to their learning disability – primarily helping facilitate the baking/cooking session with the Kinross Day Service. 

Sales Assistant to Store Manager

Valhalla Pure Outfitters – Canmore, AB, Canada

September 2017 – February 2020

I began as a sales assistant in September 2017 and moved to Supervisor in December 2017 and Assistant Manager in March 2018. I became acting manager in Jan 2019, then General Manager in March 2019 to Feb 2020. The key duties I undertook and developed my professional experience were: 

• Providing an exemplary standard of customer service to customers to meet their needs, and train and demonstrate staff to produce this standard also. 
• Training staff in all areas of the store: customer service, cash handling and cash up, the till and payment systems used, basic product knowledge to assist sales. 
• Working with brand representatives to organise specialised product training for staff. 
• Interviewing, hiring, and overseeing the training of new staff throughout the season. 
• Creating and managing a monthly schedule for up to 15 staff at a time. 
• Merchandising clothing, products, and brand advertising throughout the store.
• Problem-solve any challenges customers have, and deal with any customer conflict calmly, safely, and professionally.

Raft Guide

Canadian Rockies Rafting – Canmore, AB, Canada

June 2017 – September 2017

• Guiding groups down the Kananaskis River, looking after guests before, during and after their rafting experience.
• Tailoring guests’ experiences depending on their needs and requirements.
• Work with a range of clients with varying needs, e.g., a family with young children or a group on a stag do.
• Remain vigilant on the river and work as a team if a guest falls out of the raft to implement white water safety methods.
• General kit maintenance, repair, and cleaning. 

Climbing Instructor

West Highland College UHI – Scotland, Fortwilliam

March 2017 – May 2017

• Coaching climbing to a group of students with additional needs from West Highland College UHI at an indoor climbing wall over a period of 10 weeks

Multi Activity Instructor

Medina Valley Outdoor Center – England, Isle of Wight

June 2016 – August 2016

• Running activities for the summer club include archery, air rifles, kayaking, canoeing arts and crafts, and circus skills. 
• Promoting the center and its activities within the local community. 
• Hosting guests in the center, welcoming them, giving a tour and general service as needed.
• Monitoring and mentoring the youth trainee staff staying over the summer. 
• General maintenance: gardening, painting, and kit maintenance. 

Casual Activity Instructor

Lagganlia Outdoor Center – Scotland, Kincraig

September 2015 – June 2017

Trainee Activity Instructor

Lagganlia Outdoor Center – Scotland, Kincraig

June 2014 – September 2015

Campus President 

SRUC Riverside Campus – Scotland, Ayr

September 2013 – April 2014

Casual Employee – Multiple Departments

St Johnstone’s Football Club - Scotland, Perth

May 2013 – June 2014

Support Assistant

Cornerstone Community Care – Scotland, Perth

June 2012 – June 2013