Experience

Virgin Voyages

• United States
• Travel Arrangements
• 700 & Above Employee

• Shore Things Lead

  • Feb 2022 - Present



Holland America/Princess Alaska-Yukon Land Operations

• United States
• Travel Arrangements
• 200 - 300 Employee

• Manager, Shore Excursions

  • Apr 2017 - Feb 2022

  Manage Shore Excursion program for over 150 ports of call representing three different cruise line brands in Eastern Canada, New England, Western Europe, Western Caribbean, Hawaii, United Kingdom and Ireland. Collaborate with tour operator partners to create new programs specific to varying brand initiatives and evolving guest interest trends. Manage all aspects of new and existing tour programs including descriptions, digital marketing content, pricing, sales performance and adherence to brand standards. Support onboard Shore Excursion teams with operational contingency plans, guest service issues or vendor performance challenges. Partner with Financial team to create annual gross and net financial budget based on port, voyage and trade to meet company financial targets. Monitor financial results to identify trends and create action plans as necessary to ensure targets are met. Conduct tour operator sourcing efforts with Carnival Corporation Procurement team to achieve cost savings, increase capacity and harmonize programs. Collaborate with Pricing and Demand team to set seasonal retail rates to meet financial goals. Attend industry conferences and familiarization trips to develop new excursions, network with partners and evaluate existing products to verify all aspects meet brand standards. Assess inventory needs and work with Inventory team and tour operator partners to mitigate shortfalls by creating alternate tour options, adjusting tour content or sourcing alternate vendors. Conduct end of season product review on the basis of financial performance, guest feedback and capacity concerns to make certain the most successful product mix is being offered in each port. Liase with Groups and Private Arrangements department to provide necessary space and timing to fulfill requests and secure additional business. Work with other Product Managers to discuss best practices and align workflow. Show less



Alaska Travel Adventures

• United States
• Airlines and Aviation
• 1 - 100 Employee

• Director Of Operations And Business Development

  • Feb 2015 - Apr 2017

  Create BEO’s for large groups to ensure involved parties are aware of all aspects of each event. Conducted site inspections with potential clients to illustrate venue benefits and discuss potential event options. Worked with relevant departments to organize private tours and special events from inception to completion including pricing, logistics and invoicing. Attend all special events and ensure that group leaders and guests have all their needs met. Conducted post event follow up with group leaders to ensure event satisfaction, concerns and discuss future events possibilities. Develop operational contingency plans (eg: mechanical issues, weather cancellations). Executed and negotiated contracts with third party vendors and performed regular inspections to ensure vendors are executing to set standards. Attended industry trade shows and conferences to network and facilitate business relationships for future growth. Collaborate with Director of Marketing on various marketing efforts and sales promotional programs, including brochures, rack cards and web content. Developed sales manuals for various organizational departments to increase sales and productivity. Monitored volume and revenue to evaluate trends and create sales and marketing initiatives to address downward trends. Supervise team of Customer Service Representatives including training, evaluation and discipline. Increased volume and revenue by over 7% in first season Created proposals to cruise lines regarding new tour offerings and initiated new business contracts. Facilitated the additional business of 15 new tours being offered across 7 cruise lines resulting in $500,000 in additional business. Created new business opportunities with 5 large third party vendors with the addition of over 30 new offerings resulting in $300,000 in additional revenue. Wrote and edited tour descriptions for cruise lines, third party vendors and group leaders. Show less



Prestige Cruise Holdings, Inc.

• United States
• Leisure, Travel & Tourism
• 1 - 100 Employee

• Destinations

  • Jul 2014 - Dec 2014

  Provided Concierge style service to guests to arrange private excursions or special requests. Created private tour programs with tour operators to achieve the optimum guest experience. Monitored and addressed negative comments or ratings spikes on guest comment cards to ensure the best possible program. Successfully managed changing itineraries, last minute port changes as well as in port situations. Organized and supervised pier and lounge dispatch for hundreds of passengers in order to achieve a successful and efficient excursion program. Created promotional and informational flyers to increase sales and provide relevant information. Updated voyage documentation with details from multiple sources to ensure complete and accurate information is disseminated to guests. Supervised a small team of staff: customer service, company policy and scheduling. Initiated the disembarkation process for thousands of guests including assigning disembarkation groups in order to expedite the process and coordinated with pre and post arrangement vendors. Show less



Celebrity Cruises

• United States
• Travel Arrangements
• 700 & Above Employee

• Shore Excursions Manager

  • Jun 2008 - May 2014

  Created and implemented new marketing promotions to create awareness and increase sales. Managed and maximized net and gross revenue and regularly achieved sales targets from $300,000 to $1,000,000 depending on itinerary by an average of 15%. Worked closely with various departments to reserve venues, schedule personnel, organize A/V and Food and Beverage presence if needed and ensure overall smooth daily operations. Organized and attended familiarization trips with local tour operators to evaluate current offerings and assess potential excursions. Provided Concierge style service to VIP’s, High Value guests and group leaders to arrange private excursions or assist with any special requests or interests. Discussed and aided guest decisions regarding Shore Excursion offerings and selecting the best excursion to meet their unique needs. Presented information to large groups explaining destination and tour options. Organized and supervised pier and lounge dispatch for thousands of passengers in order to achieve a successful and efficient excursion program. Addressed and solved guest issues regarding excursions or any other related concerns. Hired as Shore Excursion Staff but was promoted to Manager within 1 year. Settled accounts with tour operators and shipboard finance team. Supervised small team of staff: scheduling, training and performance management Show less



Central Washington University

• Higher Education
• 700 & Above Employee

• Provost Office Assistant

  • Sep 2006 - Jun 2008

  • Answered Provost Office General Number and took messages or forwarded calls. • Assisted in various office related work: filing, making appointments, copying and faxing. • Greeted visitors to the Provost Office. • Aided with the updating of the University Policy Handbook. • Answered Provost Office General Number and took messages or forwarded calls. • Assisted in various office related work: filing, making appointments, copying and faxing. • Greeted visitors to the Provost Office. • Aided with the updating of the University Policy Handbook.



Portland Beavers/Portland Timbers

• Portland, Oregon

• Community Relations Intern

  • Jun 2007 - Sep 2007

  • Scheduled and attended player appearances. • Organized and facilitated Kids Club events and updated monthly newsletter. • Organized high school All State awards ceremony during Beavers game. • Led tours of PGE Park for non profit groups. • Scheduled and attended player appearances. • Organized and facilitated Kids Club events and updated monthly newsletter. • Organized high school All State awards ceremony during Beavers game. • Led tours of PGE Park for non profit groups.