Melissa Victoria Jones
Southampton,Hampshire
Summary
Personable luxury cruise concierge, skilled in delivering demanding targets whilst ensuring exceptional client experience is maintained. Delivers professional and warm experiences by truly understanding my clients needs. Confident individual with flexible, proactive work ethic, and driven to consistently achieve results. Well-organised with excellent interpersonal skills with a high level of knowledge and experience in the luxury cruise and travel sector. Proud to have achieved a gross revenue of 2 Million in 11 months and built a loyal client database rapidly. Passionate about luxury cruise lines, including Regent Seven Seas, Seabourn, Silversea, Azamara and Oceania. I am also well travelled and have cruised and visited many exciting destinations.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work history
Personal Travel Concierge
Destinology
Bolton, Greater Manchester
05.2023 - Current
- Welcoming clients in a warm and professional telephone and email manner.
- Profiling clients to sell and deliver the best holiday experience for them.
- Exceeding sales targets and maximising net margin on all bookings.
- Creating a seamless customer journey, providing an excellent level of customer service.
- Looking after amendments and upgrades on all bookings.
Six Star Cruise Concierge
World Travel Holdings - Six Star Cruises
Chorley, Lancashire
06.2022 - 05.2023
- Completed peak trading period as second top seller in the business with fewer repeat clients than the top seller.
- Delivered outstanding customer experience, with proven record of establishing a repeat client base.
- Delivered 2 million revenue in 11 months as a new starter to the business.
- Maintained strong conversion rates of circa 50%.
- Managing database to ensure exceptional service levels were delivered.
- Profiling clients to find the best possible cruising holiday.
- High level of experience selling luxury cruise lines.
- Creating bespoke packaged holidays and demonstrating upselling skills to enhance our client's experience.
- Building successful relationships with cruise lines.
- Demonstrating team work to support colleague and management.
Senior Program Coordinator
Manpower
Southampton, Hampshire
08.2020 - 06.2022
- Coordinated, tasked and supervised staff to sustain organisational operations and champion organisational mission.
- Created and implemented policies designed to help evaluate new programmes.
- Acted as liaison between organisations, partners, stakeholders and members to promote and improve services and communication.
- Reviewed programme needs and recruited qualified staff.
- Identified areas of improvement aimed at business goal achievement.
- Identified and resolved potential issues quickly to minimise project disruption.
- Implemented activity planning to deliver smooth, successful event programmes.
Front of House Project Coordinator
Grant Thornton LLP UK
Southampton, Hampshire
07.2017 - 05.2020
- Maximised communication and transparency between clients, internal departments and stakeholders.
- Presented proposed solutions to stakeholders and governance teams for approval.
- Communicated project progress and challenges to stakeholders for decision-making purposes.
- Procured resources and supplies to facilitate smooth project execution.
- Collaborated with project teams in gathering user requirements and developing project plans.
- Hosted senior stakeholder events and meeting.
New Business and Events Executive
Southampton Football Club
Southampton, Southampton
05.2016 - 07.2017
- Facilitated smooth running of events by effectively managing logistics, organising lanyards, briefing keynote speakers etc.
- Negotiated more cost-effective contracts with suppliers.
- Prepared, monitored and maintained event budgets.
- Planned and efficiently organised activities, details and timelines for large- and small-scale events.
- Liaised with clients to determine event requirements and constraints, outlining package options to meet needs and exceed expectations.
- Leveraged industry knowledge and vendor relationships to source high-quality event supplies and services.
- Designed event floorplans in alignment with budget and venue constraints.
- Generated new business and exceeded sales targets.
Branch Manager
Thomas Cook
Wimborne Minster, Dorset
05.2015 - 05.2016
- Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
- Boosted branch sales by developing and deepening customer loyalty through incentive programmes.
- Oversaw all aspects of branch management, including sales, revenue and policy enforcement.
- Interviewed and hired talented individuals with top-level strengths, improving overall talent and skills set for organisation.
- Facilitated smooth running of branch operations by verifying consistent compliance with standard operating procedures.
- Conducted regular branch staff meetings to communicate goals and objectives.
- Performed monthly and quarterly employee performance appraisals.
- Evaluated local market conditions and sought new opportunities for sales.
- Handled budget preparation and allocated funds to different departments based on needs.
- Organised regular coaching and training exercises with staff to build motivation.
- Collaborated with district manager to set performance standards.
Education
NVQ Level 2 - Customer Service
05.2014 - 08.2014
GCSEs - Mixed
09.2005 - 05.2008
Skills
- Guest experience specialist
- Excellent sales track record
- Luxury cruise specialist
- Packaging bespoke holidays
- Strong brand and supplier relationships
- Hardworking and self motivated
- Telephone etiquette
- Strong knowledge of cruise and flight booking systems
- Travel coordination
- Guest services
- Administrative support
- Quality assurance
- Reservations management
- Air travel
Timeline
Personal Travel Concierge - Destinology
05.2023 - Current
Six Star Cruise Concierge - World Travel Holdings - Six Star Cruises
06.2022 - 05.2023
Senior Program Coordinator - Manpower
08.2020 - 06.2022
Front of House Project Coordinator - Grant Thornton LLP UK
07.2017 - 05.2020
New Business and Events Executive - Southampton Football Club
05.2016 - 07.2017
Branch Manager - Thomas Cook
05.2015 - 05.2016
NVQ - NVQ Level 2, Customer Service
05.2014 - 08.2014
AQA - GCSEs, Mixed
09.2005 - 05.2008
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