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Skills

  • Customer service excellence
  • Regulatory compliance
  • Budgets
  • Customer service
  • Networking
  • Group management
  • Adaptability in Fast-paced Environments
  • Business operations
  • Client feedback collection and analysis
  • Team collaboration

Work Experiences

  • Achieved a sales increase of $5 in 18 months.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Collaborated with the marketing team to create social media posts and updates for tours, resulting in 76% increased online inquiries.
  • Collaborated with fellow guides to develop a comprehensive itinerary for tours in Raleigh, enhancing customer experience by providing in-depth regional knowledge.
  • Assisted with the promotion of off-peak tours.
  • Arranged seamless group transitions.
  • Collaborated with the marketing team.
  • Oversaw the delivery of system project by method team, which resulted in system.
  • Awarded President's Club in 2020.
  • Gave guests any information and directions they needed.

Summaries

  • Well-versed in marketing and skilled at writing entertaining scripts.
  • Articulate Tour Guide Assistant.
  • Committed Tour Guide Assistant.
  • Costs were consistently reduced while profits were increased.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Strengths in process improvement and cross-functional collaboration backed up by Travel and Hospitality training.
  • Collaborative team player.
  • Adept at organizing nightly ghost tours.
  • Dedicated to learning, growing, and succeeding in Travel and Hospitality.
  • Accomplished in guiding groups of up to 16 people on immersive tours through Columbus, fostering a positive learning environment while adhering to tight schedules.

Accomplishments

  • Assisted in training new team members in tour operations, safety protocols, and customer service strategies, contributing to a 33% reduction in onboarding time.
  • Coordinated team logistics for large group tours, seamlessly managing group sizes of 14 while ensuring all participants received equal attention.
  • Generated an additional revenue stream by identifying opportunities for cross-promoting local attractions and partnerships during tours, increasing profit by $18 in 2020.
  • Documented and resolved initiative which led to metric.
  • Led 18 VIPs through exclusive, tailored tours in Boston, receiving personalized thank you notes for providing an exceptional, unforgettable experience.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 7 in the development of initiative.
  • Analyzed guest feedback and implemented itinerary improvements, resulting in a more captivating and insightful tour journey, with customer ratings increasing by 75%.
  • Developed virtual/online tours as an alternative during travel restrictions, increasing engagement with current clients by 18%. Asana was utilized to support this transition.

Affiliations

  • National Geographic Travel Membership
  • National Association of Social Workers
  • Tour Guide Development Program Completion from Summit Group
  • First Aid Certified (valid through 2015)
  • World Federation of Tourist Guide Associations
  • Tourism Cares Membership
  • Member, Society for Experiential Education
  • Project Management Institute
  • American Marketing Association
  • American Society of Safety Professionals

Certifications

  • Tour Leader Certification – International Tour Management Institute (ITMI)
  • First Aid/CPR Certified
  • Certified Travel Ambassador (CTA) – Certified Tourism Ambassador Program
  • Certified Business Analysis Professional (CBAP)
  • Emergency First Responder (EFR) Certification – Harbor & Co.
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Event Professional (CEP) – Brightline
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Hospitality and Tourism Management Professional – American Hotel and Lodging Association (AHLA)
  • Certified Wilderness First Responder (WFR) – Wilderness Medicine Training

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