Caroline Fleming
Linkedin.com/in/carolinekfleming
Overview
16
16
years of professional experience
Work History
Travel Specialist- Inspirato for Good
Inspirato
06.2022 - Current
- Prompt activation of new donors
- New donor onboarding and education
- Donor relationship building
- Detailed explanation of included package benefits and Travel Membership privileges
- Promptly responding to all donor inbound activity, maintaining high degree of availability for inbound calls, prioritizing outbound proactive outreach, executing on pre-determined engagement strategies.
- Troubleshooting all donor concerns and using all available resources to problem solve within approved strategies
Owner Relations Manager
Vacasa
01.2021 - 06.2022
- Establish and grow relationships with owners of over 300 properties in Silverthorne and Dillon, Colorado by proactively communicating and becoming subject matter expert of those properties ensuring they are clean, maintained and well cared for.
- Developed strategies pertaining to metrics related to owner/guest satisfaction and standard unit appearance, raising satisfaction ratings by 30% upon implementation.
- Manage budget for portfolio adhering to set annual costs, with the ability to perform cost-benefit analysis.
- Support team with escalated guest and homeowner concerns by responding to emails, calls and tickets.
Account Coordinator; Meetings & Incentives
160 Over 90
04.2019 - 07.2020
- Day-to-Day client contact for designing, planning, and executing meetings & incentive programs.
- Provided on site staff support on programs of 50-500 people in over 25 US cities and 4 countries.
- Build and manage timelines to ensure deadlines and deliverables are met within allocated timeframe and budget.
Sales & Hospitality Coordinator
Shelby Farms Park Conservancy
05.2018 - 04.2019
- Served as main point of contact for all assigned events, coordinating clients' bookings, managing event details.
- Ensured client satisfaction through fostering clear and constructive communications with clients.
- Worked sales leads to developed and close contracts.
- Event management, assisted with set up, servicing, tear down and close out of events.
- Hired and cross-trained staff members for various event-specific functions and assessed employees' understanding of associated processes and procedures.
Guest Service Agent
The Westin Melbourne Australia
06.2017 - 03.2018
- Oversaw fast-paced front desk operations and guests' needs at busy, 214 room property.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
Assistant Guest Services Manager
Westin Memphis Beale Street
09.2014 - 05.2017
- Oversaw day-to-day operations of 203-room hotel with staff of 25 employees.
- Mentored and trained newly hired staff, facilitating their transitions into new roles and acculturation.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Information Systems Technician, Petty Officer
United States Navy NIOC Hawaii
05.2008 - 01.2013
- Graduated as Honor Recruit from the Recruit Training Command in Great Lakes, Illinois.
- Attended Navy Information Systems Technician A school at the Center for Information Dominance at Corry Station, Pensacola, Florida.
- Stationed at Navy Information Operations Command in Wahiawa, Hawaii as a IT Help Desk Technician with Top Secret clearance.
- Designed, operated and maintained state of the art information systems technology.
- Provided computer help desk support and technical training on hardware and software to end users.
- Mentored and supervised 30 personnel within unit, providing positive guidance for professional and personal development.
Education
Bachelor of Arts - Hospitality & Resort Management
The University of Memphis
Additional Information
- Tennessee Hospitality and Tourism Association's Young Professional Emerging Leader Award, September 2016.
- Metropolitan Memphis Hotel and Lodging Association Upcoming Star of the Industry Award, May 2016.
- American Hotel & Lodging Association, Certification of Hotel Industry Analytics (CHIA)
Timeline
Travel Specialist- Inspirato for Good
Inspirato
06.2022 - Current
Owner Relations Manager
Vacasa
01.2021 - 06.2022
Account Coordinator; Meetings & Incentives
160 Over 90
04.2019 - 07.2020
Sales & Hospitality Coordinator
Shelby Farms Park Conservancy
05.2018 - 04.2019
Guest Service Agent
The Westin Melbourne Australia
06.2017 - 03.2018
Assistant Guest Services Manager
Westin Memphis Beale Street
09.2014 - 05.2017
Information Systems Technician, Petty Officer
United States Navy NIOC Hawaii
05.2008 - 01.2013
Bachelor of Arts - Hospitality & Resort Management
The University of Memphis
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