Cheri Baker
Apopka,Florida
Summary
Results-driven Travel Operations & Logistics Manager with a passion for strategic planning, sourcing, project management, and process improvement. With over 20 years travel operation experience. I manage operations for 600+ itineraries globally with a focus on enhancing the Guest experience. Seasoned Operations Manager and talented leader with 15 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
30
30
years of professional experience
Work History
Land Licensing Operations Manager
National Geographic-Global Partnerships(A&E)
09.2023 - Current
- Responsible and ensuring all global itineraries are cleared to operate, including 500 itineraries and up to 70,000 departures for One Day Tours and over 100 itineraries with up to 2,000 departures for G Adventures
- Manage and follow up actions from internal audits
- Support IT security audits with licensed partners and GSA’s
- Manage and roll out/administration of digital subscriptions
- Assist with data reconciliation questions between National Geographic Expeditions and Land Partners
- Track monthly departures, de-branding, and cancellations for Land Partners
- Participate in auditing tours for both international and domestic tours
- Ensure all itineraries are operated to National Geographic’s minimum standards and guidelines, including Security/Risk Management, Animal and Activity Vetting, Insurance
- Work with Licensee to ensure all itineraries are manned with branded Guides and that National Geographic training is conducted and completed
- Maintain post-tour scores, audit tours/inspect itineraries and manage any guest issues, liaising with internal parties and partners
- Manage contracted complimentary spaces from Land Partners and sweepstakes/competitions and support other legal agreements including actions from internal audits
- Prepare sales reports, process invoiced and payments for all expenditure and request Royalty reports and raise invoices
- Have a vast knowledge of all National Geographic storytelling and visions.
Air Team Manager
Avenue Two Travel Corporate
02.2023 - 09.2023
- Lead a team of 20 salaried and hourly agents that were based in the US and Philippines
- Monitor and evaluate agent performance, provide learning or coaching opportunities, and take corrective action where necessary
- Preparing report and analyzing data to determine goals
- Assist the Director of Air Services with “pitch” for new agency accounts and internal referrals for new corporate accounts
- Enforce and continue to develop SOP for the department
- Research and propose new tools and technology to improve the function of the department
- Organize and run bi-weekly department calls
- Build and maintain Formstack forms for corporate and internal accounts
- Schedule reviews with Agency and Tour operators corporate accounts
- Review agreements, and areas for improvement.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Conducted comprehensive risk assessments for projects, implementing appropriate mitigation strategies to minimize potential issues.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Streamlined communication channels for increased efficiency in project execution and decision-making processes.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
- Managed budgets effectively by employing cost-control measures without compromising quality or deliverables of projects undertaken by the team.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Developed detailed plans based on broad guidance and direction.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Managed senior-level personnel working in marketing and sales capacities.
Manager of Air Operations
Ritz Carlton Yacht Collection
03.2022 - 12.2022
- Tasked with setting up a new travel agency to offer air to guest, crew and corporate travel
- Outline the proper business flow for a well-functioning air department that requires minimal operating costs
- Map out and implement system technology needed for proper air bookings
- Secure ARC appointment and GDS air booking tool, negotiate airline agreements
- Drafting and implementing team guidelines, for the future growth of the company
- Participate in new and existing port planning to ensure air lift is available for guests and crew, all while keeping current on all trends for air travel
- Manage employee training for all new recruits, and offer continuous advice, development, guidance and mentorship on duties and best practices
- Handle contracts and key supplier relationships, responsible for business unit sourcing
- Develop department KPI’s and implement to the team, all while maintaining the Ritz Carlton standards
- Establish and maintain relationships with third-party vendors
- Vet all new suppliers, ensuring the upmost professionalism and safety for The Ritz Carlton Yacht guest
- Quote management, product sourcing, negotiate cost, lead times, project terms and invoicing terms
- Drive cost reduction efforts working collaboratively with internal stakeholders
- Negotiate and execute all private charters for CEO and Marriott Executives
- Project Management by managing new and evolving development projects for a startup cruise line, participate in cross functional teams for implementation of all departmental requirements
- Complete yearly department budget and conduct regular internal audits.
Air Sea Manager
Silversea Cruise Line
03.2021 - 03.2022
- Efficiently process vendor invoices by entering in the system, obtaining proper approvals, and posting for payment
- Drive cost reduction efforts working collaboratively with internal stakeholders
- Establish and maintain relationships with third-party vendors
- Design, develop and implement systems, policies, and procedures for the Silversea Air team along with conducting regular audits to ensure proper delivery
- Participate in all department decisions regarding growth and changes, in global destination markets
- Participate in new and existing port planning to ensure air lift is available for guests and crew
- Negotiate and execute air charter service to Antarctica, Galapagos and Artic for guests
- Including negotiating pricing, flight service, flight crew and fuel
- Review sales contract and approve payment with accounting
- Negotiate and arrange any pre-sailing tours and hotels
- Attend Trade shows meeting with perspective travel agents and discussing the benefits of selling Silversea air add-ons
- Cultivate and grow relationships with new potential vendors
- Air Analyst
- Manage the airline partner relationship to negotiate travel contracts for Silversea guest
- Continue to grow partnerships with carriers, all while maintaining current relationships
- Manage specific domestic/global suppliers for improvement performance and reduce cost
- Work closely with the supply chain to prevent supply disruptions
- Drive cost reduction efforts working collaboratively with internal stakeholders
- Conduct ongoing competitor price and product analysis to ensure proper rate positioning and product offering relative to competition
- Actively participate in all cost and pricing decisions.
Disney Cruise Line Travel Agency & Air Contract Manager
Various Roles, The Walt Disney Company
01.2017 - 01.2019
- Manage all guidelines under the Airline Reporting Corporation (ARC) for travel agency registered under
- Negotiate and manage all airline contracts for Disney Cruise Line and Adventures by Disney
- Led company growth opportunities and increased revenue volume within 1 year for Disney Cruise Line from $950k to over $2 million and Adventures by Disney from $9k to $480k.
Disney Cruise Line Air Pricing Analyst
Various Roles, The Walt Disney Company
01.2010 - 01.2017
- Manage the relationships with airlines to negotiate travel contracts for Disney Cruise Line guest, crew, corporate and tour agreements for Adventures by Disney
- Met all revenue goals and increased the air business by 45%
- Collaborate with external value chain partners on sales and marketing strategies, while the acting liaison to represent needs from both sides
- Influence and position business propositions by clients to increase revenue growth and incentives
- Influence all partners within each account on marketing and sales initiatives to advance business goals
- Develop and review current markets and business opportunities
- Communicate product updates and training to all partners.
Disney Cruise Line Corporate & Crew Agent
Various Roles, The Walt Disney Company
01.2010 - 01.2010
- Movement of all crew and officers for ship rotation
- Negotiate and manage weekly hotel room blocks along with airline group space for negotiated rates for set dates
- Secure meeting space and meals.
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Operations Monitoring
- Operational Efficiency
- Decision-Making
- Planning and Implementation
- Inventory Management
- Project Management
- Policies and procedures implementation
- Performance monitoring
- Customer Relationship Management
- Strategic Planning
- Project management abilities
- Project Leadership
- Process Improvement
- Continuous improvements
- Process Improvements
- Organizational Management
- Project planning and development
- Logistics Management
- Invoice Processing
- Product Management
- Business Development
- Process improvement strategies
- Solutions Development
Professional Development
- Working knowledge in systems: Amadeus, Sabre, Worldspan, and Apollo, RightRez, Concur and SAP, Seaware and Resco Systems, Siebel, SharePoint, Tableau systems
- Sound knowledge of travel rules and regulations, familiarity with quality customer services and ability to manage operational activities. Ability to manage, recruitment, training, and performance evaluations
- Account payables and receivables
- Recipient of the 2011 Walt Disney Excellence Award
- Disney Cruise Line Executive Leadership Committee Chair
- Experienced in cruise line and airline operations
- Effective communication skills with the ability to communicate effectively at any level
- Able to work with operations effectively and promptly on supplier quality concerns
- Capable of seeing the big picture while managing the details
- Project Management
- Detailed oriented
- Collaboration and partnering skills with internal and external partners
- Strong analytical and strategic background
Timeline
Land Licensing Operations Manager
National Geographic-Global Partnerships(A&E)
09.2023 - Current
Air Team Manager
Avenue Two Travel Corporate
02.2023 - 09.2023
Manager of Air Operations
Ritz Carlton Yacht Collection
03.2022 - 12.2022
Air Sea Manager
Silversea Cruise Line
03.2021 - 03.2022
Disney Cruise Line Travel Agency & Air Contract Manager
Various Roles, The Walt Disney Company
01.2017 - 01.2019
Disney Cruise Line Air Pricing Analyst
Various Roles, The Walt Disney Company
01.2010 - 01.2017
Disney Cruise Line Corporate & Crew Agent
Various Roles, The Walt Disney Company
01.2010 - 01.2010
Similar Profiles
Kenneth WoodsKenneth Woods
Floor Technician at A&EFloor Technician at A&E
Justo MenchacaJusto Menchaca
Landscaper at A&ELandscaper at A&E
CAROL NATALIA GomezCAROL NATALIA Gomez
Commercial Cleaner at A&ECommercial Cleaner at A&E
Bethzaida FerreiraBethzaida Ferreira
CUSTOMER SERVICE SPECIALIST at Seminole County Environmental DepartmentCUSTOMER SERVICE SPECIALIST at Seminole County Environmental Department
FRANTZ GABRIELFRANTZ GABRIEL
Office Manager at SAMARA HOME DOCTOR SERVICESOffice Manager at SAMARA HOME DOCTOR SERVICES