Results-focused [Industry] professional with strength in [Skill], [Task] and [Task]. Proactive leader with strengths in communication and collaboration. Proficient in leveraging [Area of expertise] and [Area of expertise] knowledge to promote [Result]. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes.
Skills
In-depth knowledge of markets and relationships
Profit and loss accountability
Knowledge of legal standards
Guest relations
Building guest relationships
Positive and professional
Team building and relationships
Sales and profits maximization
Public relations understanding
Education and Training
Agnes Scott CollegeDecatur, GA, Expected in 05/2003 ā āBachelor of Arts:English Literature And Creative Writing - GPA:
Experience
Kimpton Hotels - Senior Manager of Guest and Community Relations Key West, FL, 05/2016 - Current
Lead Guest Services and Community Ambassador teams made up of 23 full-time employees with five direct reports.
Serve on the companyās executive leadership team to evaluate and sign off on all major company decisions including which new events and partners to engage, ship routing, and staffing strategies at a company that has now grown to 18+ land and sea events per year [LH1] [LH2] and a staff of 60+.
Direct company customer experience innovations and projects from the vision to evaluation phase, some of which include:
The transfer of Guests Services and the rest of the company from physical phones to soft phones (all phone calls now done direct through computers and headsets[LH3] ). Researched software and companies, led contract negotiations, training, and implementation.
Prepared company to bring events to Europeātraveled to UK to train Guest Services team members at Norwegian Cruise Lines (parent company) to handle reservations; advised on currencies to sell events in; researched and proposed [LH4] changes to policy based on the EU customer expectations.
Negotiated, finalized and implemented transportation contracts for the companyās first land-based resort events in Dominican Republic[LH5]
Approve all decisions regarding communications to booked guests (40k + guests per year).
Increase onboard revenue organically [LH6] through directing Community Ambassador teams to utilize communication campaigns, Facebook Live, onboard announcements, slides, and newsletters without traditional sales language while negotiating shore ex [LH7] and drink package discounts with cruise line.
Lead crisis management communication strategies ā coordinating with the executive leadership team, external partners, and venues (cruise lines and resorts) to ensure that our frontlines, including guest services, community managers, and marketing team all have clarity, consistency, and the most up-to-date information when speaking with our guests on everything from public health emergencies such as Ebola, Zika Virus, and COVID19[LH8] to weather delays and ship postponements.
Led guest services staff of eight full-time employees as well as contractors and interns.
Led hiring, performance reviews, and performance plans.
Cultivated culture of positivity and excellent service to our guests by anticipating guest needs in advance and pioneering innovations within the department, such asā¦..
Developed training guide inclusive of a manual and accompanying videos.
The guide continues to be used to train all incoming guest services staff, in addition to training existing staff in other departments, to use proprietary reservation software.
Anticipated call volumes and schedule staff accordingly, while researching and implementing new tools to collect and analyze data. [LH1]
Focused on innovations within the reservations software and work closely with IT to execute.
Provided leadership, support, and growth opportunities to guest services staff and work to train all staff to the highest training level[LH2] .
Oversaw the revenue management of over 20 million dollars worth of room inventory per year.
Liaisoned with travel insurance providers, cruise lines, travel agents and other vendors[LH3] .
Reported directly Director of IT and participated in weekly IT meetings to represent the user side (Guest Service agents and guests) for all product development (external websites and internal reservations tools). [LH4]
Sailed on multiple full ship-chartered music festivals throughout the year as the Reservations Manager ā owning all of the shipās stateroom inventory and handling any escalated Guest Services issues or room issues while working closely with the shipās senior officer team.
Identified and trained new internal Reservations Managers
Sixthman - Guest Services Associate City, STATE, 09/2007 - 10/2010
Provided high-level service at a fledgling niche events company that produces large-scale music festivals on cruise ships.
Led front lines in engaging guests via phones, email, live-chat, social media, and face to face on 8 ā 10 events per year, averaging two to three thousand guests booked per event.
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.