Experience

Wilderness Voyageurs

• United States
• Travel Arrangements
• 1 - 100 Employee

• Director Of Reservations

  • May 2018 - Present

  Responsibilities: Personnel management including resource development, scheduling, payroll, and staff performance Manage Department Budget Maintain and update internal and external reservations system Handle customer conflict resolutions across all company entities Audit customer accounts, collect balances and issue refunds Develop and execute sales programs to acquire new customers and groups Research, book and attend trade shows for marketing purposes Determine appropriate pricing for services Show less



Nemacolin Woodlands Resort

• United States
• Ranching
• 1 - 100 Employee

• Guest Services Manager

  • Apr 2017 - May 2018

  Responsibilities:• Personnel management including resource development, scheduling, payroll, and staff performance• Provide direction and issue resolution on all Resort Customer Service matters• Oversee Concierge Services, Butler Service, Pre-Arrival Guest Services• Manage Department Budget • Lead Department in Forbes Luxury Training • Maintain the Private Concierge Services for High Level guests• Supervise the regional Visitors Center Key Accomplishments: • Partnered with the Laurel Highlands Visitors Board to open, staff and manage a Visitors Center that sees an average of 70 people a weekend.• Created a new Guest Call Center to increase our abilities to proactively assist our guests prior to their arrival to the resort. Resulting in enhancing their overall experience from beginning to end. • Reorganized Butler Services to improve the value associated with our Private Concierge Level. Show less

• Concierge Manager

  • May 2015 - Jun 2017

  Responsibilities:• Personnel management including scheduling of resources and department payroll oversight• Provide oversight on Customer Service matters• Manage Concierge Services• Organize property-wide transportation services• Manage the Casino Front Desk Operation• Support the management of the Resort Art CollectionKey Accomplishments: • Created new system for guest request processing that improved efficiency and reduced errors in internal communication. • Created a training program for concierge department• Developed and implemented a Pre-Arrival Guest Experience program• Expanded Department responsibilities to handle more diverse customer service needs Show less

• Nemacolin Woodlands Resort Concierge

  • May 2014 - May 2015

  Responsibilities: • Provide one-on-one concierge service to resort guests• Arrange large group activities• Interact with guests prior to arrival• Work with other departments to ensure guest satisfaction

• Executvie Office Assistant - Part Time

  • Oct 2014 - Jan 2015

• Casino Concierge

  • Jun 2013 - May 2014

  Responsibilities: • Operate Front Desk of resort casino• Assist patrons with regulations to access Gaming Floor, Process payments• Sell casino/resort memberships


Brenen's Coffee and Deli
• Manager

  • Sep 2010 - May 2013

Cystic Fibrosis Foundation
• Non-profit Organizations
• 700 & Above Employee
• Intern

  • Jun 2012 - Aug 2012