Bryan Hair Palmer
San Francisco,CA
Summary
Dynamic leader with a proven track record in project management and strong communication skills. Successfully spearheaded a membership-based travel program, resulting in a remarkable 27% increase in commission revenue. Renowned for designing luxury experiences while empowering teams to achieve exceptional client satisfaction and operational excellence. Seeks to leverage expertise in enhancing client engagement and driving strategic growth.
Overview
22
22
years of professional experience
Work History
Luxury Leisure Travel Designer
Direct Travel Luxe
04.2016 - Current
- Designed, executed and managed complex, luxury leisure travel programs for high-net-worth, and ultra-high-net-worth individuals and families
- Leveraged global personal contacts and relationships to deliver exceptional client experiences
- Trained new associates and colleagues on technology resources and internal processes
- Regularly recognized as a solid, detail oriented achiever on the team and received high praise from clients
Director of Club Level Services, Millennium Tower
Action Prpty Mgmt
06.2021 - 04.2022
- Managed a team of Club Level Concierges to deliver 5-star resident experiences and meaningful programming
- Originated unique and engaging monthly programming which invited premier suppliers from my personal network into the club level venue to engage and energize the resident experience
- Implemented new organizational processes to increase efficiency and predictability for the building management and staff
- Created and edited all marketing copy and imagery used in monthly programming campaigns delivered via digital and traditional channels
- Received consistent praise from residents and management as to the quality and execution of each event and ongoing lounge/services management
Club Level Concierge, Millennium Tower
Action Prpty Mgmt
10.2020 - 06.2021
- Managed the day-to-day reservations and (COVID era) access to the building’s club level amenities
- Worked with the director to realize a monthly program of activities
- “Walked” the venues to ensure the setup and cleanliness met the high standards of the building residents
- Implemented digital solutions to increase efficiency and reportability
- Was recognized in my first year with a perfect score for role metrics
Agency Manager • Private Membership & Travel
LesConcierges Inc.
08.2007 - 03.2016
- Built a membership-based, multi-million dollar travel program that provides complex travel services and advice to 63 million card-holders, while creating brand awareness globally within the luxury vendor space
- Expanded and incorporated an emerging travel product to the legacy Private Membership group, ultimately expanding a team of agents from 3 to more than 15 concierges, agents and managers
- Implemented a consortia program, enhancing the profitability and expanding exclusive access offerings company-wide
- Delivered 27% growth in commission revenue and 175% in average target achievement year over year
- Developed training modules, incorporating luxury product lines and communication etiquette for bespoke clientele as well as organizational standards resulting in increased client retention across all luxury programs
- Implemented employee development strategy based on recurrent vendor education across diverse sub-verticals, and personal mentorship resulting in employee empowerment and a richer customer experience
- Built and negotiated the annual LesConcierges Hotel Collection that was published to a portfolio of worldwide UHNW members
Manager • Private Membership
LesConcierges Inc.
12.2002 - 08.2007
- Acquired and managed the Private Membership Concierge account, working with celebrity, royal, and high net worth clientele, increasing client usage, and positive request outcomes
- Increased program profitability by capitalizing on the most profitable clients and implemented a membership-by-invitation approach to align the right clients with our most successful products
- Developed enhanced programs to grow the membership and influence greater regional and global clout with partners worldwide
- Built luxury network relationships that were leveraged to acquire new accounts, increased offerings to current clients
- Expand portfolios resulting in increased revenue and service offering
Education
Architecture, Interior Design
Arizona State University
Tempe, AZSkills
- Project Management
- Training
- Team management
- Event Coordination
- Event Venue Coordination
- Marketing Campaign Management
- Creative Design
- Travel booking management
- Strong communication skills
- Calendar management proficiency
- Scheduling
Other Leadership
President, Carriage Trade Association, 2017-Present
References
Available upon request.
Additional Expertise
Both Windows and Apple, Internet/Web proficient, Word, Excel, Access, PowerPoint, Google Suite, User-level knowledge of Salesforce, Net Promoter, Customer Satisfaction Scoring metrics, Cadence, 2012, Sabre, Concur, Slack
Communication Skills
An active listener and confident but warm presenter, who is regularly lauded on an ability to connect, hear, and thoughtfully respond to the audience. Written communication is complete, organized and easy to understand. A team-first approach enrolls and motivates peers into the objectives so that we can achieve together.
Timeline
Director of Club Level Services, Millennium Tower
Action Prpty Mgmt
06.2021 - 04.2022
Club Level Concierge, Millennium Tower
Action Prpty Mgmt
10.2020 - 06.2021
Luxury Leisure Travel Designer
Direct Travel Luxe
04.2016 - Current
Agency Manager • Private Membership & Travel
LesConcierges Inc.
08.2007 - 03.2016
Manager • Private Membership
LesConcierges Inc.
12.2002 - 08.2007
Architecture, Interior Design
Arizona State University
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