Dacia Stewart Walker
Ayer
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
19
19
years of professional experience
Work History
Loyalty & Travel /Sales Manager
Sandals Resort International
12.2014 - 05.2024
- Collaborated with cross-functional teams to provide seamless support throughout the entire itinerary planning process.
- Conducted regular market research to stay informed on emerging trends and offered innovative solutions accordingly.
- Streamlined booking processes for increased efficiency, implementing a user-friendly online reservation system.
- Utilized advanced analytics tools to evaluate traveler feedback data, identifying areas of improvement within the organization.
- Trained junior staff members on best practices in customer service, leading to improved overall team performance.
- Developed custom marketing materials that showcased the company''s services effectively, attracting new clientele.
- Resolved unforeseen issues during trips swiftly, minimizing disruption and maintaining client satisfaction levels high.
- Implemented effective communication strategies, providing timely updates on itineraries and changes to clients.
- Launched a successful loyalty program, incentivizing repeat business and strengthening the company''s reputation for exceptional service.
- Established strong relationships with industry partners, leading to exclusive deals and offers for clients.
- Fostered a culture of continuous learning within the team by offering regular training sessions on topics such as destination knowledge and new technology adoption.
- Developed tailored travel packages for corporate clients, resulting in repeat business and client satisfaction.
- Organized large-scale group travel arrangements, ensuring seamless logistics for both domestic and international trips.
- Created comprehensive pre-travel documentation packages, equipping travelers with essential information before departure.
- Enhanced travel experience for clients by researching and recommending unique destinations and activities.
- Maintained detailed records of client preferences and requirements, delivering personalized service at every touchpoint.
- Managed budgets and monitored expenses to ensure financial objectives were met consistently across all bookings.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Created promotional materials to increase visibility and attract larger market share.
- Administered customer surveys to measure satisfaction with services and better understand desires and expectations.
- Developed process improvements and long-term business strategies through analysis of customer feedback.
Butler Manager / Guest Ambassador/Butler
Sandals Resort Interanational
05.2009 - 07.2014
- Provide full support by coordinating and supervising the butler service department, to ensure consistency in service delivery while ensuring a steam less operation
- Train and coach butlers to ensure complete guests satisfaction .In addition ,maintain rapport with all butler guests in house to ensure their expectation are exceeded.
Waitress /Restaurant Supervisor
Sandals Resort International
06.2005 - 12.2009
- Superb interpersonal skills and exceptional ability to relate with and make all types of customers happy
- Confirm with customers to make sure that they are enjoying food and take action to correct trouble
- Attend customers to their tables
- Being knowledgeable of the menu, ingredients and how each item is prepared
- Work well with others, make sure dining room is presentable
- Performing side work tasks.
Education
Certificates - Customer Service Management
Sandals Coporate University
Montego Bay, Jamaica06.2020
Professional Bachelor Pathway Level 2 - Customer Service Management
Global University of Lifelong Learning
06.2009
Certificate & Diploma - Certified Hospitality Department Trainer
American Hotel & Lodging Educational Institute
11.2007
Waitress Certificate -
B-Can Business Institute
Ocho Rios, Jamaica01.2005
Skills
- Excellent Communication
- Multitasking and Organization
- Event Planning
- Relationship Building
- Attention to Detail
- Teamwork and Collaboration
- Problem-Solving
- Building Positive Rapport
- Oral communication
- Guest Relations
- Travel Arrangements
- Creative Thinking
- Customer Service
References
- Nicholas Abruscato, Hotel Manager, Sandals Royal Bahamian, 242-376-5353, NAbruscato@grp.sandals.com
- Kevin Clarke, General Manager, SandalsRoyal Bahamian Bay, 242-818-5715, kevin.clarke@grp.sandals.com
Timeline
Loyalty & Travel /Sales Manager
Sandals Resort International
12.2014 - 05.2024
Butler Manager / Guest Ambassador/Butler
Sandals Resort Interanational
05.2009 - 07.2014
Waitress /Restaurant Supervisor
Sandals Resort International
06.2005 - 12.2009
Certificates - Customer Service Management
Sandals Coporate University
Professional Bachelor Pathway Level 2 - Customer Service Management
Global University of Lifelong Learning
Certificate & Diploma - Certified Hospitality Department Trainer
American Hotel & Lodging Educational Institute
Waitress Certificate -
B-Can Business Institute
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