Heather Bailey

- Sold $1.6M+ in activities and tours in last 18 months [Top 9% in HI] - Consistently exceeded team and personal goals - Finalist in Expedia’s “Concierge of the Year” award in 2015 [1 of 3 nationwide]; recognized for outstanding guest and partner service - Trained and coached new hires to become recognized top performers - Oversaw 80+ team members; point woman for colleague inquiries regarding sales, service, technical support, and conflict resolution - Demonstrated extensive product knowledge of 600+ activities & tours - Created exceptional rapport; generated repeat business and referrals - Developed and implemented sales trainings to team of 80+ concierges resulting in increased sales and margins - Liaison between colleagues & management and lodging & supply partners - Organized and planned guest itineraries while delivering superior customer service with a high rate of guest satisfaction - Received over 130 positive guest feedback and review letters

- Resort ambassador greeting guests, answering questions, and giving advice - Responsible for converting miscellaneous questions into closed sales through face-to-face, phone, and e-mail communication - Expert in recommending, planning, and booking guest itineraries on Oahu, Maui, Kauai, and Hawai'i (Island)

- Assisted management in computing and tracking sales goals to relay to colleagues and encourage joint efforts to exceed given targets - Liaison between management and sales associates - Promoted for consistently meeting and exceeding sales goals - Processed incoming shipments, prepared outgoing shipments, and kept records of merchandise, sales, and daily activities

- Greeted customers and quickly assessed customers’ needs to present appropriate merchandise - Served customers whole-heartedly upon entrance to achieve a wonderful shopping experience - Completed full spectrum of cashier duties - Driven by weekly sales goals and performing with my team

- Provided 24/7 silver service to guests sailing aboard private vessel - Anticipated and fulfilled guests’ needs and demands - Procured provisions and supplies in preparation for multiple weeks at sea - Successfully navigated and sailed vessel along the entire US Eastern Seaboard (Maine-Florida), Virgin Islands, Caribbean, and Bahamas - Responsible for scheduling and performing maintenance for fleet of three vessels including 86 ft sailing yacht, 38 ft powerboat, and 13 ft yacht tender