Margaret Baxter
San Diego,CA
Summary
Certified International Tour Director and operations leader with extensive experience leading teams, developing employees, coordinating complex travel logistics, and delivering exceptional guest experiences. Proven success recruiting, coaching, and mentoring customer-facing teams while improving operational performance, service quality, and organizational efficiency. Recognized for building high-performing teams, adapting quickly to changing priorities, and creating engaging experiences that strengthen an organization's brand.
Overview
1
1
Certification
2027
2027
years of professional experience
Work History
Resort Manager
Casa de la Playa | Tricom Management
La Jolla, CA
01.2019 - Current
- Lead daily resort operations, overseeing guest services, reservations, housekeeping, maintenance, vendor partnerships, and owner relations.
- Recruit, hire, train, coach, and develop employees while fostering a high-performing, guest-focused culture.
- Analyze operational challenges and implement process improvements that enhance efficiency and service quality.
- Manage budgets, vendor contracts, Board communications, and escalated guest concerns.
Field Operations Supervisor (Part-Time)
Access Destination Management
San Diego, CA
05.2014 - 03.2019
- Supervised Field Representatives delivering destination experiences, corporate events, transportation programs, VIP events, and group activities throughout Southern California.
- Recruited, trained, scheduled, and coached Field Representatives while ensuring exceptional client service and consistent execution.
- Coordinated logistics with clients, venues, transportation providers, and vendors while adapting quickly to changing schedules and operational needs.
- Served as the on-site operations lead, resolving issues in real time and ensuring seamless execution of high-profile corporate events and destination programs.
Tour Operations Supervisor | Tour Director
The Hopper
San Diego, CA
2014 - 2019
- Directed daily sightseeing tour operations while coordinating tour guides, drivers, vehicles, and route assignments.
- Trained, coached, and supported Tour Guides to deliver engaging, consistent, and memorable guest experiences.
- Managed scheduling, transportation logistics, and real-time operational changes in a fast-paced environment.
- Partnered with leadership to improve scheduling efficiency, communication, and overall tour performance.
Lead Flight Attendant & Trainer
Virgin America
San Francisco, CA
01.2008 - 01.2014
- Led cabin crews while maintaining FAA compliance, operational excellence, and premium customer service.
- Trained, mentored, and evaluated Flight Attendants through coaching and performance feedback.
- Collaborated with airport operations and leadership teams to maintain efficient daily operations.
- Managed VIP and premium passengers with professionalism, discretion, and exceptional service.
Lead Flight Attendant & Recruiter
Continental Airlines
Newark, NJ
- Led international cabin crews while maintaining safety, regulatory compliance, and exceptional guest experiences.
- Recruited, interviewed, selected, and mentored Flight Attendant candidates.
- Delivered onboarding and operational training while reinforcing service standards and emergency procedures.
- Partnered with Flight Operations leadership to support staffing initiatives and operational excellence.
Education
Bachelor of Science - Hospitality Management
Pennsylvania State University
State College, PASkills
- Tour Program Management
- Team Leadership
- Recruiting & Hiring
- Training & Development
- Performance Coaching
- Workforce Scheduling
- Guest Experience
- Operational Excellence
- Continuous Improvement
- Cross-Functional Collaboration
- Travel Logistics
- Service Recovery
- Microsoft Office
Certification
- Certified International Tour Director (CITM) – International Guide Academy
- WSET Level 3 Award in Wines (Merit)
- Private Pilot License
- CPR & First Aid Certified
Timeline
Resort Manager
Casa de la Playa | Tricom Management
01.2019 - Current
Field Operations Supervisor (Part-Time)
Access Destination Management
05.2014 - 03.2019
Lead Flight Attendant & Trainer
Virgin America
01.2008 - 01.2014
Tour Operations Supervisor | Tour Director
The Hopper
2014 - 2019
Lead Flight Attendant & Recruiter
Continental Airlines
Bachelor of Science - Hospitality Management
Pennsylvania State University