EWAN LAING
HOSPITALITY + LEARNING PROFESSIONAL
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Welcome
IT IS MY PLEASURE TO MEET YOU.
I hope you enjoy learning more about my hospitality skills & experience, my love for delivering engaging and impactful learning, and my life-long passion for hospitality and service.
A LITTLE MORE ABOUT ME
I am privileged to have gained extensive knowledge, experience, and a passion for all aspects of the hotel, cruise ship, casino, bar and restaurant operations so far in my career.
Having traveled the globe throughout my career I have been privileged to learn how best to communicate the standards of luxury hospitality to individuals from many different cultures, backgrounds, roles and experiences, allowing me to create sustained and tangible cultural change within the teams that I have always been lucky enough to collaborate with.
MY WORK EXPERIENCE
My experience in the hospitality sector spans over 18 years.
I have enjoyed working alongside and leading Guest Relations, Front Desk, Food & Beverage, and Corporate Learning & Development teams across a variety of operational settings and industries.
MY INDUSTRY EXPERIENCES
MY CAREER JOURNEY
Service Excellence Director
Celebrity Cruises | Global - Travelling
2020 - Present
My role is to be a business partner for our shipboard teams and leaders at all levels, supporting them to align our service delivery with the Forbes Travel Guide standards of luxury. I am responsible for the delivery of Service Excellence across a fleet of 14 luxury cruise ships.
OVERVIEW
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I supported the team to achieve the company's first-ever 100 NPS voyage rating through a program of new learning resources and interventions focused on 5-star service delivery.
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We delivered a 100% guest satisfaction rating after I successfully implemented a bespoke training program for our shipboard Butlers.
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I supported the brand to achieve prepare for the first-ever official Forbes Travel Guide evaluations to take place in the cruise line industry.
ACHIEVEMENTS
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Created 100+ resources to support Forbes Travel Guide standards delivery across the fleet.
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Guest Relations Cultural Program
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Butlering Daily Master Class Program
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Designed, Built & Implemented a fully digital internal evaluation platform and data visualization dashboard.
KEY PROJECTS
Learning & Development Consultant
Celebrity Cruises | Global
2018 - 2020
Delivering learning and development support to all shipboard leaders, at all levels.
I did this through the use of executive coaching, delivery of in-house leadership development programs, and partnering with Cornell University to deliver accredited learning programs.
OVERVIEW
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Ran a successful pilot of the company's new workplace coaching leadership program 'Conversations the Connect'. Presenting the concept to a group of senior leaders from across the business and then rolling it out across the fleet.
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Became an approved trainer for the eCornell leadership development program offered across the fleet in partnership with Cornell University.
ACHIEVEMENTS
Learning & Development Manager
Genting Casinos UK | Nationwide (UK)
2015 - 2018
Supporting 46 casinos, leisure resort, 4* hotel, and 4 of the most exclusive casinos in London including the famous Crockfords Club.
Responsible for a team of L&D professionals and managing leadership development, talent pipelines, compliance-based learning, and all aspects of the company service culture.
OVERVIEW
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Designed, project managed and implemented a bespoke digital learning platform enabling career development at all levels and increasing employee NPS by 5-points.
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Brought all of Genting UK’s digital learning content creation in-house, saving over £170k in design costs per year.
ACHIEVEMENTS
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Designed and built over 50 business-specific eLearning modules.
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Project managed the design, build and launch of the company's unique digital talent pipeline tool.
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Brought eLearning design in-house managing a team of digital content designers and national trainers.
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Redesigned and relaunched 'LEAD', the company's leadership development program.
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Redesigned and relaunched 'Signature Service', the company's internal customer service culture program.
KEY PROJECTS
Learning & Development Consultant
Tickety Boo Training | Scotland, UK
2015
Supporting luxury boutique hotels, exclusive members clubs with targeted L&D support to help them meet their business objectives.
OVERVIEW
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Working with unique boutique properties and businesses such as The Torridon Hotel, The New Club - Edinburgh, The Green Welly Stop and Contini's Restaurant Group.
KEY PROJECTS
Shipboard Training Offier
Disney Cruise Line | Global
2013 - 2015
Responsible for all aspects of the crew onboarding experience, partnering directly with Disney University to deliver world-class learning experiences.
Supporting the delivery of Disney's 'Emerging Leader', 'Insiders Guide', and 'Transition to Disney Leadership' leadership development programs onboard.
OVERVIEW
Guest Relations Manager
Disney Cruise Line | Global
2012 - 2013
Supporting the shipboard Guest Relations team in consistently delivering the world-renowned service that Disney is famous for as a global leader in service excellence.
Leading a multi-skilled operational team of over 30 guest relations professionals including Front Office, Guest Administration, Crew Administration, and Groups & Events.
OVERVIEW
Food & Beverage Manager
The Royal Terrace Hotel | Edinburgh, Scotland
2011 - 2012
Managing the Food & Beverage operation of this unique city center hotel bustling with weddings, events, and tourist trade year-round.
OVERVIEW
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I was privileged to lead a team of 40 F&B professionals, both front and back-of-house through the hotel's busiest summer wedding season on record in 2012, consistently achieving NPS scores in excess of over 80 throughout the season.
KEY PROJECTS
Assistant Front Desk Manager
The Marriott Dalmahoy Hotel & Country Club | Edinburgh, Scotland
2010 - 2011
Delivering exceptional experiences to guests throughout their stay with us in this historic country castle property. Acting as an ambassador for the Marriott International brand standards and service culture.
Assisting the Front Desk Manager with all duties required of the hotel's front desk team.
OVERVIEW
General Manager
The Crammond Brig Bar & Restaurant | Edinburgh, Scotland
2008 - 2010
Overseeing the operation of a 200 cover family dining restaurant and neighborhood bar.
Responsible for the day-to-day running of the venue, budgeting, cash flow, and all aspects of employee relations for our 30 strong team.
OVERVIEW
MY QUALIFICATIONS
LEARNING & DEVELOPMENT
Diploma in Learning & Development
Chartered Institute of Personnel & Development (CIPD), London
2015 - 2017
LEADERSHIP
Leadership & Management: Level 5
Institute of Leadership & Management
2012-2013
Workplace Coaching: Level 5
Institute of Leadership & Management
2013-2014
HOSPITALITY
Butlering School
The British Butler Institute, London
2021
WSET Level 2: Award in Wines
Wine & Spirit Education Trust
2021
EXAMPLES OF MY WORK
A FEW OF MY SKILLS
GET TO KNOW ME
Here are just a few things that I am passionate about outside of work. I hope they help you get to know me a little better.
LEARNING & DEVELOPMENT
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Public Speaking
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Group Training Techniques
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Coaching
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Corporate L&D Strategy
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Virtual Learning Delivery
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Digital Content Design
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Leadership Development
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Train the Trainer
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Team Building
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Personality Profiling (DiSC)
TECHNOLOGY
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Graphic Design
- Digital Content Design
- Digital Data Visualization
- eLearning Design
- Video Editing
- Web Design
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Adobe After Effects
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Adobe Photoshop
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Articulate Suite
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Camtasia
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Procreate
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Microsoft Office 365
OTHER SKILLS
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Logistics & Planning
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Project Management
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Agility & Flexibility
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Problem Solving
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Report Writing
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Team Leadership
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Client Relationship Building
SOFTWARE
TRAVEL
Travel is a non-negotiable part of my life. Visiting new parts of the world and learning from new people & cultures is what gets me passionate and out of bed in the morning.
THEATRE
From the first time I set foot on a stage, I knew the theatre would always play a special part in my life. From performing to stage managing amateur productions, this is my happy place.
PHOTOGRAPHY
I am very much an amateur photographer but I am enjoying the process of learning this skill. My love of travel and eye-for-detail has helped. Check out some of my work HERE.
FITNESS
I am proud of my recent change in lifestyle, having lost over 26kg in 2021. Now I am focussed on enjoying my new healthy life and my new-found love of exercise.
MY REFERENCES
Don't just take my word for it. I am so proud of the relationships I have built with my previous leaders and colleagues so feel free to reach out to a couple of them and have a conversation.
Jonathan Meyer
Director, Service Excellence (Corporate)
Contact details available upon request.
Contact details available upon request.
Donna McSherry
Head of Human Resources
Contact details available upon request.