Gemma Winchester
Armagh
Summary
Passionate and results-driven professional with extensive experience in guest relations, creating memorable experiences, and delivering top-notch service. Known for my ability to connect with people, whether managing high-profile client needs or fostering inclusive, accessible environments. A dedicated volunteer in animal rescue and special needs advocacy, bringing empathy, creativity, and energy to every role.
Overview
11
11
years of professional experience
Work History
Travel & Guest Experience Department Head
Tripio Travel
03.2022 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Trained new team members on company policies and procedures to maintain consistent guest experience standards.
- Organized special events tailored to guests'' interests, promoting engagement and loyalty within the travel community.
- Developed relationships with local businesses, resulting in increased referrals and repeat bookings.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Coordinate all stages of Tripio competitions, including planning, promotion, and participant engagement. Ensure transparent judging, and promptly notify winners through official channels, providing them with necessary information on prize claims and follow-up.
- Design complete itineraries from initial planning through to implementation. This includes researching and securing venues, organizing transport, scheduling activities, and finalizing logistics, ensuring a smooth and memorable experience for all participants.
- Accurately input, organize, and maintain data within designated systems, ensuring all entries are consistent, up-to-date, and error-free. Regularly review and validate data to support accurate reporting and streamline retrieval for analysis and decision-making.
General Manager
Omniplex Group
01.2021 - 01.2022
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Formulated policies and procedures to streamline operations.
- Played an active role in resolving guest complaints, leading to increased satisfaction scores and positive feedback from guests.
- Contributed to revenue growth by upselling additional amenities or services when appropriate during guest interactions.
- Developed strong relationships with repeat guests, resulting in increased loyalty and return visits.
- Guest Recovery: Address and resolve guest concerns promptly to restore satisfaction, turning issues into positive experiences and reinforcing loyalty through attentive, personalized follow-up.
Special Needs Support Worker
Cheeverstown
01.2020 - 01.2021
- Enhanced individualized support by developing tailored care plans for special needs clients.
- Collaborated with interdisciplinary teams to create comprehensive care strategies for optimal results.
- Implemented data-driven interventions based on assessment findings, resulting in measurable improvements in targeted areas.
- Worked closely with therapists to implement recommended strategies, maximizing treatment outcomes for clients in need of additional support services.
- Coordinated transportation arrangements as required, facilitating access to essential services and increasing autonomy.
- Created safe and engaging spaces for recreation and socialization, enhancing overall quality of life.
- Strengthened communication skills by utilizing alternative communication methods suited to individual needs.
- Maintained strict adherence to confidentiality guidelines while managing sensitive information related to client diagnoses and treatment plans.
- Navigated challenging behaviors effectively using de-escalation techniques, maintaining a calm environment for all involved parties.
Entertainment Manager
Carnival Cruise Line
01.2014 - 01.2020
- Streamlined event planning processes for improved efficiency and reduced costs.
- Streamlined communication between various departments involved in the event production process.
- Built a loyal client base through excellent customer service skills, fostering long-term partnerships with clients and vendors alike.
- Improved team productivity by creating efficient workflows and implementing best practices in project management techniques.
- Led cross-functional teams in the planning and delivery of memorable entertainment experiences.
- Collaborated with talent agents to secure top performers for entertainment events.
- Managed teams of event coordinators, ensuring smooth execution of high-profile events.
- Boosted attendee satisfaction through meticulous attention to detail in event organization and execution.
Education
Diploma - Marketing
New Zealand Institute Of Education
01.2023
Diploma Honors List - Management
University Of Queensland
01.2009
Skills
- Staff Management
- Project Management
- Operational Planning
- Customer Satisfaction
- Employee Training
- Food & Beverage Operations
- Guest Experience and Guest Recovery
- Guest Services
- Negotiation
- Leadership
- Teamwork
Awards
Empoyee of the month multiple times at Tiger Airways and Carnival Cruise line.
Autism Advocate Award, 2022
Timeline
Travel & Guest Experience Department Head
Tripio Travel
03.2022 - Current
General Manager
Omniplex Group
01.2021 - 01.2022
Special Needs Support Worker
Cheeverstown
01.2020 - 01.2021
Entertainment Manager
Carnival Cruise Line
01.2014 - 01.2020
Diploma - Marketing
New Zealand Institute Of Education
Diploma Honors List - Management
University Of Queensland
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