Karen Seals
Guest Management Consultant
Lake Elsinore,CA
Summary
Dynamic leader with extensive experience at Automobile Club of Southern California and Disneyland Resorts, excelling in guest satisfaction and staff development. Proven track record in enhancing service delivery and achieving revenue goals through strategic partnerships and effective team management. Proficient in travel logistics, reservation management and adept at multitasking, ensuring exceptional guest experiences across diverse events.
Overview
28
28
years of professional experience
Work History
Director of Guest Services
Skyline Production Group
01.2023 - Current
- Managed air, hotel and concierge logistics for various weddings, tournaments, conferences and special events for 100 to 600 people per event.
- Coordinated with event operational teams to ensure seamless guest experiences.
- Liaison for high level corporate executives, non-profit board members, celebrities and media.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Negotiated with airline and hotel vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Analyzed feedback to identify areas for service improvement and strategic initiatives.
- Oversaw daily operations, managing budgets, inventory control, and resource allocation effectively within the company.
- Coordinated corporate travel for company employees.
- Worked as an executive assistant on various projects.
Branch Service Specialist
Automobile Club of Southern California
01.2017 - 10.2022
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently for 50 to 100 people per day.
- Processed member transactions accurately, ensuring compliance with company policies and procedures.
- Managed branch inventory and supplies, maintaining optimal stock levels to support daily operations.
- Managed branch bookkeeping and cash supply to keep appropriate level of currency on hand for the agents.
- Achieved sales goals through targeted cross-selling and upselling strategies. Met 10 out of 10 goals per year.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained in DMV procedures, Bookkeeping, Mexico Insurance, Notary Public, and Road Trip Planning.
Travel Agent
Automobile Club of Southern California
03.2010 - 01.2017
- Designed personalized travel itineraries based on client preferences and budget constraints.
- Coordinated logistics for domestic and international travel arrangements, ensuring seamless experiences for clients.
- Analyzed market trends to recommend optimal travel packages and promotions to clients.
- Developed strategic partnerships with hotels, airlines, and tour operators to enhance service offerings.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments. Generating $30K in commission revenue.
- Managed complex itinerary changes due to unforeseen circumstances without sacrificing customer satisfaction or incurring unnecessary expenses.
Special Event Reservations & Guest Service Manager
Disneyland Resorts
01.1998 - 03.2009
- Led guest service operations, enhancing guest experiences through effective team management and training.
- Accountable for product, sales, budgets and deliverables to ensure revenue of $2.4 to $2.9 million dollars annually.
- Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
- Coordinated all logistics, ticketing, hotel, air travel and credential processes for media, celebrity and executive event guests.
- Created all written communications and personal itineraries for guests and distributed 100-10,000 invitations per event per year.
Education
No Degree - Travel Industry Hospitality & Project Management
Orange Coast Community College
Costa Mesa01-1997
Skills
- Detail-oriented approach
- Skilled in digital tools and technologies
- Staff training and development
- Networking and partnerships
- Travel logistics and planning
- Marketing and promotions
- Concierge services
- Exceptional communication
- Strong leadership
- Hospitality and service industry background
- Adaptability and flexibility
Timeline
Director of Guest Services
Skyline Production Group
01.2023 - Current
Branch Service Specialist
Automobile Club of Southern California
01.2017 - 10.2022
Travel Agent
Automobile Club of Southern California
03.2010 - 01.2017
Special Event Reservations & Guest Service Manager
Disneyland Resorts
01.1998 - 03.2009
No Degree - Travel Industry Hospitality & Project Management
Orange Coast Community College