Elisa Bjort Gudjonsdottir
Group Sales & Reservations Manager at Sky Lagoon Iceland- Claim this Profile
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Icelandic Native or bilingual proficiency
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English Full professional proficiency
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Bio
Manuel Lara Igual
I had the pleasure to have Elisa in my team when she joined Booking.com and from day one she showed a great eagerness to learn and a big focus on quality. After a few months of learning the job, we made a plan for her development, moving towards a Quality position which she achieved after little more than a year in the company. That’s enough is proof of Elisa’s skill: very smart, great attention to detail and a can do attitude, Elisa would be a great addition to any team.
Kris Schamroth
I worked with Elisa for over 2 years while she was in the role of Quality Advisor at Booking.com. Elisa demonstrated solid coaching and feedback skills, and built these on a really solid foundation of strong evaluation techniques, showcasing a really high level of attention to detail in her work. Elisa grew an interest in data analysis and reporting, and as she matured in this role Elisa took-on additional responsibilities for performance reporting. I observed Elisa delivering accurate (KPI) reporting and commentary to senior stakeholders each month. Elisa is a kind soul with a fantastic sense of humour and great collaborative skills. This is someone who would add value to any team!
Manuel Lara Igual
I had the pleasure to have Elisa in my team when she joined Booking.com and from day one she showed a great eagerness to learn and a big focus on quality. After a few months of learning the job, we made a plan for her development, moving towards a Quality position which she achieved after little more than a year in the company. That’s enough is proof of Elisa’s skill: very smart, great attention to detail and a can do attitude, Elisa would be a great addition to any team.
Kris Schamroth
I worked with Elisa for over 2 years while she was in the role of Quality Advisor at Booking.com. Elisa demonstrated solid coaching and feedback skills, and built these on a really solid foundation of strong evaluation techniques, showcasing a really high level of attention to detail in her work. Elisa grew an interest in data analysis and reporting, and as she matured in this role Elisa took-on additional responsibilities for performance reporting. I observed Elisa delivering accurate (KPI) reporting and commentary to senior stakeholders each month. Elisa is a kind soul with a fantastic sense of humour and great collaborative skills. This is someone who would add value to any team!
Manuel Lara Igual
I had the pleasure to have Elisa in my team when she joined Booking.com and from day one she showed a great eagerness to learn and a big focus on quality. After a few months of learning the job, we made a plan for her development, moving towards a Quality position which she achieved after little more than a year in the company. That’s enough is proof of Elisa’s skill: very smart, great attention to detail and a can do attitude, Elisa would be a great addition to any team.
Kris Schamroth
I worked with Elisa for over 2 years while she was in the role of Quality Advisor at Booking.com. Elisa demonstrated solid coaching and feedback skills, and built these on a really solid foundation of strong evaluation techniques, showcasing a really high level of attention to detail in her work. Elisa grew an interest in data analysis and reporting, and as she matured in this role Elisa took-on additional responsibilities for performance reporting. I observed Elisa delivering accurate (KPI) reporting and commentary to senior stakeholders each month. Elisa is a kind soul with a fantastic sense of humour and great collaborative skills. This is someone who would add value to any team!
Manuel Lara Igual
I had the pleasure to have Elisa in my team when she joined Booking.com and from day one she showed a great eagerness to learn and a big focus on quality. After a few months of learning the job, we made a plan for her development, moving towards a Quality position which she achieved after little more than a year in the company. That’s enough is proof of Elisa’s skill: very smart, great attention to detail and a can do attitude, Elisa would be a great addition to any team.
Kris Schamroth
I worked with Elisa for over 2 years while she was in the role of Quality Advisor at Booking.com. Elisa demonstrated solid coaching and feedback skills, and built these on a really solid foundation of strong evaluation techniques, showcasing a really high level of attention to detail in her work. Elisa grew an interest in data analysis and reporting, and as she matured in this role Elisa took-on additional responsibilities for performance reporting. I observed Elisa delivering accurate (KPI) reporting and commentary to senior stakeholders each month. Elisa is a kind soul with a fantastic sense of humour and great collaborative skills. This is someone who would add value to any team!
Credentials
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Business Analysis Foundations: Business Process Modeling
LinkedInFeb, 2021- Nov, 2024 -
Business Process Improvement
LinkedInFeb, 2021- Nov, 2024 -
Supply Chain Basics For Everyone
LinkedInJan, 2021- Nov, 2024 -
Telling Stories with Data
LinkedInDec, 2020- Nov, 2024 -
Coaching and Developing Employees
LinkedInOct, 2020- Nov, 2024 -
Operational Excellence Foundations
LinkedInOct, 2020- Nov, 2024 -
Overcoming Your Fear of Public Speaking
LinkedInOct, 2020- Nov, 2024 -
Six Sigma Foundations
LinkedInOct, 2020- Nov, 2024 -
Strategic Thinking
LinkedInOct, 2020- Nov, 2024 -
Developing a Learning Mindset
LinkedInApr, 2020- Nov, 2024 -
Problem Solving Techniques
LinkedInFeb, 2020- Nov, 2024 -
Creating Your Personal Brand
Lynda.comOct, 2018- Nov, 2024 -
Managing Your Time
Lynda.comOct, 2018- Nov, 2024 -
Quality Standards in Customer Service
Lynda.comOct, 2018- Nov, 2024
Experience
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Sky Lagoon Iceland
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Iceland
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Health, Wellness & Fitness
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1 - 100 Employee
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Group Sales & Reservations Manager
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Apr 2022 - Present
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Sales and Reservations Coordinator
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Mar 2021 - Apr 2022
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Booking.com
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Netherlands
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Software Development
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700 & Above Employee
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CS Quality Advisor
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Oct 2018 - Dec 2020
- Measuring and identifying successes and development areas in customer interactions and providing feedback accordingly.- Auditing the quality of customer support interactions with guests and accommodation partners.- Coaching new and experienced employees on new systems, procedures and products.- Identifying opportunities to improve customer/partner experience and efficiently for self, team and other stakeholders.- Collaborating with other internal departments to ensure alignment and efficiency within CS operations.- Analyzing and understanding KPI's, delivering presentations, workshops and calibration sessions. - Organizing and planning monthly site distribution of agents to ensure a fair workload amongst peers.- Stakeholder management: Communicating, consulting and maintaining a good relationship with stakeholders.
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Customer Service Guest Specialist
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Sep 2017 - Oct 2018
- Communicating with customers and accommodation partners via phone and non-phone channels.- Addressing customer and partner concerns, complaints and requests.- Mediating between stakeholder groups and act as a negotiator in order to come up with a solution that benefits both parties.- Proactively identifying problems that could arise and implementing an action plan to ensure a timely resolution.- Collecting and keeping track of data through the internal CRM system. - Offering efficient and appropriate solutions to ensure customer satisfaction and business success.
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Front Desk Representative/Reservations
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Sep 2016 - Mar 2017
- Performing all check-in and check-out tasks - Managing online and phone reservations - Loading availability via channel management system - Communicating with OTA's - Welcoming guests upon their arrival and assign rooms - Respond to clients’ complaints in a timely and professional manner - Providing information about the hotel, available rooms, rates and amenities - Liaising with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs - Performing concierge tasks such as booking restaurants and day trips, arranging dry cleaning and advising/booking public and private transports.
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Front Desk Representative/Reservations
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May 2013 - Aug 2015
- Performing all check-in and check-out tasks - Managing online and phone reservations - Loading availability via channel management system - Communicating with OTA's - Welcoming guests upon their arrival and assign rooms - Respond to clients’ complaints in a timely and professional manner - Providing information about the hotel, available rooms, rates and amenities - Liaising with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs - Performing concierge tasks such as booking restaurants and day trips, arranging dry cleaning and advising/booking public and private transports.
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Education
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2010 - 2014
Háskóli Íslands
Bachelor of Arts (B.A.), Folklore Studies
Community
