Mary Croto
Danvers,MA
Summary
Knowledgeable shore excursion professional ensuring clients have exceptional experiences. Outgoing, well-versed in successfully managing both individual and group needs. Motivated individual offering excellence in customer service, adds value to any organization in need of great collaboration, interpersonal, and multitasking abilities. Hardworking, highly organized. and reliable with a strong passion in the travel industry.
Valid TWIC card holder.
Overview
23
23
years of professional experience
Work History
Shore Excursion Manager/Operation Specialist
Intercruises Shoreside & Port Services
Boston, MA
04.2011 - 01.2024
- Managed daily shore excursion operations in Boston and New England
- Direct contact with vessel's shore excursion team prior and through out port of call to ensure to all necessary preparations are in order
- Arrange and confirm reservations for tour destinations
- Communicated and scheduled tour guides with preferred tours
- Ordered transportation for tours and handled special request for special assist vehicles for clients and guest
- Provided operational support for cruise excursions daily and guest services
- Directly manage logistics and all other shore excursion-related needs
- Interviewed and hire staff
- Managed staff of 25 plus employees
- Handled weekly payroll
- Builted strong relationships with vendors
- Organizing and executing operational functions as needed
- Uploaded tour and guest information, ticketing, and daily reports i
- Spontaneous decision making based on client and guest needs
- Preparation of turnover notes
- Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
- Offered exemplary customer service to guest, which helped build lasting relationships
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Handled multiple projects and tasks to ensure high quality and timely delivery.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Supervisor Rental Sales Agent
Thrifty Car Rental
Boston, MA
09.2000 - 10.2008
- Supervised Rental Counter and rental agents
- Trained new employees
- Welcomed customers, offered assistance and answered questions by providing rates, terms and conditions of rental.
- Updated and maintained rental agreement files and documents.
- Collected payment by processing credit card transactions.
- Explained policies and reviewed documentation to obtain signatures.
- Answered telephones to assist customers and resolve issues.
- Contacted customers and billing parties about overdue rentals and requested expected date of return.
- Advised on options and used upselling techniques to promote optional extras to customers according to specific needs.
- Prepared sales contracts, researched customer needs and promoted various products and services.
- Employed sales techniques to boost sales and services.
- Coordinated shuttle services by communicating with drivers.
Education
Business Administration Certificate -
Boston Business Vocational
BostonTimeline
Shore Excursion Manager/Operation Specialist
Intercruises Shoreside & Port Services
04.2011 - 01.2024
Supervisor Rental Sales Agent
Thrifty Car Rental
09.2000 - 10.2008
Business Administration Certificate -
Boston Business Vocational
Similar Profiles
Jack SaylorJack Saylor
Check In Lead at Intercruises Shoreside & Port ServicesCheck In Lead at Intercruises Shoreside & Port Services
Neeraj RathodNeeraj Rathod
Customer Check-in Agent at Intercruises Shoreside & Port ServicesCustomer Check-in Agent at Intercruises Shoreside & Port Services
Raven LohRaven Loh
Pier Support Staff & Check-In Agent (Seasonal) at Intercruises Shoreside & Port ServicesPier Support Staff & Check-In Agent (Seasonal) at Intercruises Shoreside & Port Services
Caitlin CampbellCaitlin Campbell
Paraprofessional at St. Mary's SchoolParaprofessional at St. Mary's School
Melora HoslerMelora Hosler
Continuous Improvement Manager at Bake'n Joy Foods, Inc.Continuous Improvement Manager at Bake'n Joy Foods, Inc.