Denise Wilkins
Kingman,AZ
Summary
Skilled Tourism Specialist who is focused on maximizing success through effective use of customer service, communication, and multi-tasking abilities. Top-notch communicator with excellent time management, administrative and customer service skills. Proven skills with a track record of enhancing visitor experiences at Grand Canyon West Corp and the Kingman Powerhouse Visitor Center through expert problem-solving, advanced communication skills, organization, and research. Knowledgeable in a multitude of tourism sites not only in Arizona but also in the Grand Circle. A great love for not only the city of Kingman and what it has to offer but also for Mohave County and the State of Arizona. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Will be a positive asset to the Visitor Center and the City of Kingman.
Overview
8
8
years of professional experience
Work History
Tourism Specialist
Grand Canyon West Corp
08.2010 - 07.2011
- Follow all company policies and procedures to deliver quality work.
- Make reservations for all of tourism products including but not limited too River Rafting, Skywalk, Hualapai Lodge, and Grand Canyon West
- Give accurate information
- Be proficient with all office equipment including computer, copy machine
- Good phone etiquette and use of a multi-line phone
- Being able to deal with high volume of calls accurately and efficiently
- Use of Grand Canyon West reservation program
- Understand people that speak with accent
- Have excellent knowledge of all Grand Canyon West products as well as other areas of Grand Circle (Arizona, Nevada, New Mexico, Utah, and California) in order to answer any and all questions a potential visitor may have.
- Print out tickets for Grand Canyon West products
- Managed 50 reservation phone calls, 30 to 40 emails per shift
Tourism Supervisor
Kingman Powerhouse Visitor Center
10.2004 - 07.2010
- Promoted responsible tourism practices within the organization to help preserve the beauty and integrity of visited destinations.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Provided information on various sites throughout area, relaying little-known stories to provide interest.
- Managed daily operations of the tourism office, maintaining high levels of efficiency and organization.
- Increased customer satisfaction by providing personalized services to clients based on their preferences and needs.
- Assigned work to staff, set schedules, and motivated strong performance in key areas.
- Trained and supervised staff to consistently meet performance goals and customer service standards.
- Coordinated with other entertainment venues to create joint promotional events.
- Developed partnerships with external vendors and suppliers to obtain quality products and services.
- Answer emails from potential visitors to Arizona
- Maintain relationship with Arizona Office of Tourism
- Provide accurate and up-to-date information on all tourism sites throughout Arizona and the Grand Circle
- Purchasing products for the Visitor Center Gift Shop and keeping an accurate record of all vendors and contacts
- Attend the Grand Impressions Workshops on a yearly basis to keep up on latest trends, products, tourism sights, issues and more in the Arizona Tourism Industry
- Knowledge in the use of a computer, cash register, copy machine
- Do all end of day receipts from the Gift Shop accurately
- Maintain all tourism information including brochures for each area of Arizona mandated by the Arizona Office of Tourism as well as for the Grand Circle.
- Excellent customer service skills which included phone, in person, and thru email.
- Partnered across departments to run smooth, professional events and activities.
- Maintain relationships with local tourism sites through face-to-face interaction
- Giving tours of the Route 66 Museum to local schools and making the tour fun and interesting
- Ordering brochures and keeping an accurate and up-to-date contact list of all tourism sites.
- Attend Chamber of Commerce mixers
- Promote and engage in community tourism events
Volunteer
Route 66 Museum, Mohave Museum of History and Arts
10.2003 - 07.2004
- Used strong interpersonal communication skills to convey information to others.
- Represented organization positively and professionally while providing community with much-needed services.
- Enhanced visitor experience by conducting informative and engaging museum tours.
Education
Bachelor of Science - Psychology And Criminal Justice
Walden University
Minneapolis, MNSkills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Management collaboration
- Advanced Communication
- Supply Management
- Teamwork and Collaboration
- Self-Motivation
- Time Management
- Multitasking
- Attention to Detail
- Organizational Skills
Timeline
Tourism Specialist
Grand Canyon West Corp
08.2010 - 07.2011
Tourism Supervisor
Kingman Powerhouse Visitor Center
10.2004 - 07.2010
Volunteer
Route 66 Museum, Mohave Museum of History and Arts
10.2003 - 07.2004
Bachelor of Science - Psychology And Criminal Justice
Walden University
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