Emily Kohler

Tour Director at Holland America/Princess Alaska-Yukon Land Operations
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Contact Information
us****@****om
(386) 825-5501
Location
Provo, Utah, United States, US

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5.0

/5.0
/ Based on 2 ratings
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Avery Fox

Emily is a terrific person! She is pleasant to be around and always had a positive impact on those that she worked with. She always holds herself, as well as those she works with, to a high standard. Emily is a joy to work with and would be great addition to any team.

Ket Khountham

Emily has an extremely professional demeanor that is not overbearing, which our guests would notice immediately. Whenever our guests needed anything, Emily would see to their needs right away. Emily was the consummate professional when greeting guests at check in and she always helped to establish a professional tone to everything that was asked of her. I also found that Emily responded well in times of crisis. Whenever one of our guests needed emergency service, Emily would get to work immediately providing everything our guest would need. It always felt to me like Emily took the comfort and convenience of our guests personally and we valued that about her service. I would strongly recommend Emily, any company would benefit from her pleasant and precise approach to customer service. Regards, Ket Khountham

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Credentials

  • Level 1 Event Design
    Event Design Collective GmbH
    Mar, 2021
    - Nov, 2024
  • Experiential Marketing Training Camp
    Event Marketer
    Feb, 2021
    - Nov, 2024
  • ServSafe Manager
    National Restaurant Association
    May, 2021
    - Nov, 2024

Experience

  • Holland America/Princess Alaska-Yukon Land Operations
    • United States
    • Travel Arrangements
    • 200 - 300 Employee
    • Tour Director
      • May 2022 - Present

      As a tour director, I led tours throughout Alaska and the Yukon acting as a traveling concierge for groups of up to 45 guests. We traveled over 1,200 miles in 7 to 11 days and stayed at five different hotel locations. I covered the logistical information of the tour, planned event gathering, solved any guest problems, assisted with tour excursion bookings, and customized each group experiences. I researched and provided personalized recommendations for each location that the tour group visited. I provided a seamless operational experience while working with transportation, operations, guest service, and hotel departments over five different locations. I maintained and completed all paperwork associated with the tours, including daily reports, luggage information, expense reports, property claims, medical reports, or immigration/customs, etc. All these tasks were completed while there were active CDC Covid regulations that brought about consistent changes to company and government regulations and affected all aspects of travel for my guests. I adapted to these changes quickly, resolved guest concerns and questions, found solutions for unforeseen problems brought about by these changes, while maintaining professionalism and the guests overall experience. Show less

  • Grand Palms Resort
    • United States
    • Hospitality
    • 1 - 100 Employee
    • Communications Team
      • Aug 2022 - Feb 2023

      As a member of the communications team for the Grand Palms Resort, I helped develop engaging and compelling content for various communication channels, including website, social media platforms, newsletters, and other marketing collateral. The crafted content aligned with the resort's brand voice and resonated with our target audience. I also managed the resort’s social media accounts by creating and curating relevant and visually appealing content. I worked with my team members to plan and execute public relation initiatives to promote resort services, events, amenities, and increase overall brand visibility. As part of these initiatives, I wrote articles for the resorts blog to help inform guests of what we offered as a vacation destination. I would collaborate with the recreation department to create marketing materials and communication plans for resort events. These events were promoted through online and offline channels to maximize attendance and guest engagement. Show less

  • Grand Palms Resort
    • United States
    • Hospitality
    • 1 - 100 Employee
    • Recreation Event Intern
      • Jan 2022 - Apr 2022

      As an intern for the Grand Palms Resort, I ideated, designed, and planned multiple weekly events across the resort that minimized cost, including labor, while building guest experience. Before my internship there was one event put on by the resort by the end of my internship there were five weekly events planned. I created a new immersive pirate themed show and all-day event that created an extra revenue of $1,500 through retail, crafts, and activities. I rejuvenated the activity centers across resort by designing the space to allow more guest functionality. I did this by designing an immersive under the sea theme for a new craft area that would draw attention and bring guests into the pool side event enter from the pool deck. I maintained a budget for these two spaces renovations by researching products and materials. I assisted in the recruitment and design of the summer intern experience. I also produced new marketing areas around the resort to increase guest awareness and participation in events. I met weekly and coordinated with the communications department to create content for the resort blog and social media channels. This focus on marketing brought more guests to the weekly events and increased profitability of each of the weekly events. I designed new products for retail at the resort, including a custom magnet with resort branding. I also researched different wholesale options and worked with a third-party company to have branding put on different product options for guests and custom boxes for resort activities and crafts. Show less

  • Utah Valley Convention Center
    • United States
    • Hospitality
    • 1 - 100 Employee
    • Event Intern
      • Sep 2021 - Dec 2021

      As an intern for the Convention center, I was given the chance to work in all departments of the convention center and gained knowledge of the overall flow in event operations. I worked on teams of 3- 25 people to help execute events at the center. I helped guide temporary workers on event operations while making sure tasks were completed in a timely and efficient manner. I worked one on one with the event managers on their events. I created digital signage for the venue, attending meetings with clients, updating resumes on Ungerboeck, and floorplans on CAD. I assisted with the execution of an 1,800 person event that utilized all three floors of the event center that had daily floor plan changes and itinerary. Show less

  • Brigham Young University
    • United States
    • Higher Education
    • 700 & Above Employee
    • Program Coordinator
      • Sep 2021 - Dec 2021

      I worked with a group of students to organize official housing events. These event required a maintenance of the budget, coordination with students, planning of events, approving event advertisements created by students, and execution of the events. I mentor the students on how to plan an event, interact with others, advertise for the event, recognize needs in their community, and pay attention to detail. I planned the details of each event, organized the logistics of the event, and assisted with any other office duties. I sourced different options for retailers of events, food, decorations, and entertainment. I designed a new area for marketing material to help educate students about available resources. This helped to create an area to access important information for events and general information that allowed them to utilize housing resources better. I also designed an area for positions of the housing community to be recognized. This helped to created a community in the housing complex by allowing the students to recognize faces of resident assistants, Hall advisors, program coordinators, and overall resident life managers. Show less

  • ESS Group
    • Sweden
    • Travel Arrangements
    • 100 - 200 Employee
    • Onboard Dining Manager
      • May 2021 - Aug 2021

      My job was to manage a team of 9-14 workers to create a dining experience for guests of the Alaska Railroad. To achieve this, I spend time with each member of my team consulting and training them on how to create an individualized experience for guests. I trained new employees on the proper service expectations and how to efficiently serve while on a train. I performed multiple positions while being understaffed to maintain quality service for guests. I would seat the guests in the dining room and make sure that that the dining service was running smooth. I managed the team as they served the dining room by moderating the timing of guest’s meals, assisting with service, and handling guest’s complaints. I came up with an innovative way to make the dining and seating process more efficient while working with Covid restrictions. This new process made seating 33% faster. It also allowed guests to be fed in a timely manner while enjoying their train ride. When there were problems with the food stock on the train I problem solved by coming up with a new product for our grab and go café that allowed guests to have access to food options and increase product sales. Show less

  • ESS Group
    • Sweden
    • Travel Arrangements
    • 100 - 200 Employee
    • Server, Bartender, and Cafe Attendant
      • Jun 2020 - Aug 2020

      As a server my job was to create an individualized experience with each guest. I would address any guests’ questions both about their train experience and general questions about Alaska. I would also provide timely service to guests while anticipating their future needs. Position held during the summer of 2019 and 2020 As a server my job was to create an individualized experience with each guest. I would address any guests’ questions both about their train experience and general questions about Alaska. I would also provide timely service to guests while anticipating their future needs. Position held during the summer of 2019 and 2020

  • La Quinta by Wyndham
    • Hospitality
    • 700 & Above Employee
    • Front Desk Representative
      • Sep 2019 - Apr 2020

      As a front Desk representative, my job was to address any needs to the guests by knowing how to fix common problems, knowledge on the general area, help customers check in and check out of the hotel, and have the ability to address any customer dissatisfaction. I would address customer concerns and have them leave the experience happy with their service. I was the only one at the hotel to address any customer issues for the majority of the day. Position also held the beginning of 2019 as well. Show less

  • Walt Disney World
    • United States
    • Entertainment Providers
    • 700 & Above Employee
    • Seater
      • Sep 2018 - Jan 2019

      I worked at the Crystal Palace as a seater. The Crystal Palace serves over 2000 guests daily. My job was to create memorable experiences for guests as they entered the restaurant. I did this through correct theming and customizing each guest interaction. I worked at the Crystal Palace as a seater. The Crystal Palace serves over 2000 guests daily. My job was to create memorable experiences for guests as they entered the restaurant. I did this through correct theming and customizing each guest interaction.

  • The Results Company
    • Business Consulting and Services
    • 1 - 100 Employee
    • Customer Service Representative
      • Jan 2018 - Jun 2018

      I worked in the billing department for Comcast taking customers calls. I would address the customers concerns as well as explain why certain things were happening on their account. I memorized all company products and services to be able to answer questions quickly, efficiently, and make upsells. I handled 50+ customer interactions a day while giving personalized service that ensured customer retention and satisfaction. I worked in the billing department for Comcast taking customers calls. I would address the customers concerns as well as explain why certain things were happening on their account. I memorized all company products and services to be able to answer questions quickly, efficiently, and make upsells. I handled 50+ customer interactions a day while giving personalized service that ensured customer retention and satisfaction.

Education

  • Brigham Young University
    Experience Design and Management
    2017 - 2022
  • Utah State University
    Associate's degree, General Studies
    2015 - 2019

Community

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