Pamela M. Jarvis
Haymarket,VA
Summary
Travel and hospitality executive with expertise in call center leadership, training design, franchise support, and customer-facing program development. Known for improving onboarding, aligning cross-functional teams, and delivering service, sales, and revenue results through clear communication, relationship management, and structured operational execution.
Overview
1
1
Certification
41
41
years of professional experience
Work History
Director, Cruise Programs
INTERVNOVA TRAVEL GROUP
05.2016 - Current
- Leads the division's specialty cruise programs offering over 10,000 cruise specials across 28 cruise lines to more than 85,000 travel advisors in the USA and Canada. Core responsibilities include but not limited to all aspects of these programs including industry relations, product development, strategic planning, annual budget and profit of over $1.2m in a department that doesn't directly sell the product.
- Exceeded profit delivery goals each year, growing to over $1.2m.
- Forged partnerships with cruise lines and tour operators, enhancing collaborative opportunities and program offerings.
- Revamped branding strategy for department and products, significantly increasing visibility and market presence.
- Redesigned and packaged cruise programs' marketing materials and B to B communications, improving clarity and engagement.
- Established a luxury brand of products and services resulting in increased sales to the division.
Manager, Brand/Operations Vacation.com
INTERVNOVA TRAVEL GROUP
11.2014 - 05.2016
- Primary responsibilities involve the daily management of programs and services offered by the Cruise Holidays Brand. Additional responsibilities include building relationships and supporting members using the Cruise Holidays brand. Cross-functionally, this role encompasses aspects of marketing, B2C communication, operational support, agency accounting, education, training and escalation support.
- Educated Cruise Holidays members on marketing programs and processes, contributing to increased sales.
- Streamlined sales procedures for Canadian Members to enhance productivity. for Cruise Holidays Canadian Members
- Established and built relationships with preferred partners as it relates to Cruise Holidays agents
- Developed connections with Cruise Holidays members to foster collaboration. between Cruise Holidays members and Vacation.com staff
Manager, Franchise Services and Owner Education USA and Canada Cruise Holidays International
INTERVNOVA TRAVEL GROUP
02.2013 - 11.2014
- Recruited by the division president to lead the franchise service and owner education department for Cruise Holidays International.
- Strengthened franchise relationships by providing targeted service and education support for 280 Cruise Holidays franchises across USA and Canada.
- Directed team in delivering comprehensive franchise service support and education programs; thereby enhancing franchisee engagement.
- Revamped franchise owner onboarding and group travel sales processes to streamline training and improve sales effectiveness.
- Implemented communication strategies and tactics to support the company’s business objectives.
- Rebuilt relationships between Cruise Holidays and Travel Leaders franchise group.
Director, Learning and Talent Development Department
MARRIOTT VACATIONS WORLDWIDE
03.2012 - 02.2013
- Contracted position to design and deliver leadership and management development programs. Programs included:
- Developed and implemented a management development program to enhance leadership skills.
- Created essential skills program for managers, enhancing leadership capabilities across the organization.
- Developed leadership essentials course, equipping leaders with foundational skills to drive team success.
- Conducted a two-and-a-half-day advanced trainer certification program to develop effective trainers.
- Created comprehensive new hire orientation and onboarding program, facilitating smoother transitions and faster integration for new employees.
Agency Owner
CRUISE HOLIDAYS
Windermere, FL
01.2007 - 01.2013
- Owned boutique travel agency specializing in personalized cruise and vacation experiences, emphasizing premium, luxury, and river cruise markets.
- Contributed as a member of Cruise Holidays Platinum Collection of travel agencies, enhancing network and collaboration.
- Participated in the franchise advisory board and provided insights and guidance to improve franchise operations from 2007 to 2013.
Director, Communications Projects
MARRIOTT VACATIONS WORLDWIDE
06.2011 - 12.2011
- Redesigned and launched day one orientation program with three versions aligned to new corporate culture.
- Project based position focused on updating associate communications relating to offer letters, new hire packets, day one new associate orientation and associate handbooks.
- Authored new associate offer letters two scenarios and 13 versions as identified by position
- Collaborated with business leaders, Legal, and Human Resources to ensure letters accurately reflected changes in company policies.
- Completed project within 30 days of assignment.
Senior Director, Training and Development Resort Operations
WYNDHAM VACATION OWNERSHIP
ORLANDO, FL
01.2008 - 01.2009
- Drove the strategic learning and growth direction for Wyndham Vacation Ownership's Resort Management division. Led the training team that developed and implemented all member-facing training initiatives targeting continuous performance improvement, service delivery, and service quality methods.
- Led the design and delivery for the design and delivery of WVO's Hospitality Now program. Program supported Wyndham Worldwide's Count on Me service delivery program and transformed Wyndham Vacation Ownership's service culture. Target audience was 5,300 Hospitality associates. Rollout completed within three months of inception and included certification of 150 property based Hospitality Coaches. 100% associate participation leading to guest satisfaction increase of 5% within first 3 months of deployment.
- Led multi-departmental team in redesigning associate onboarding program, enhancing integration and engagement for new hires.
- Redesigned new leader corporate orientation program to create interactive learning experience, shortening learning curve for new leaders.
- Redesigned and implemented resort opening training program resulting in reduction of 20% of new resort associate turnover and 30% reduction in pre-opening expenses.
- Designed and introduced e-learning lessons on HOA management and financial acumen, improving knowledge accessibility for associates.
Director, Talent Performance
MARRIOTT INTERNATIONAL
01.2003 - 01.2007
- Led team partnering with customer-facing leaders to identify, design, and deliver programs impacting business outcomes for sales, resort operations, owner/guest services, and financial services. Collaborated with leadership to design core management training class.
- Led initiative to create an updated onboarding program to improve employee engagement.
- Directed Marriott International property operations and aligned service with brand standards.
- Led associate teams through hiring, coaching, scheduling, and performance reviews.
- Managed guest experience programs and resolved service issues with care.
Director, Owner Services Training
MARRIOTT INTERNATIONAL
Orlando, FL
01.2000 - 01.2003
- Developed training materials aligned with guiding principles and business strategy, introducing performance-based learning solutions to enhance employee skills and support organizational goals.
- Organized design and delivery of an on-site sales training program focused on selling skills, product knowledge, legal requirements, finance, and contract processing, contributing to increased sales conversions and improved customer satisfaction.
- Developed a new hire front office associate program with input from subject matter experts across resort operations, revenue management, and service fulfillment for 2,000 associates and 200 property-based trainers.
Director, Owner Service Operations, Europe and Middle East
MARRIOTT INTERNATIONAL
London
01.1996 - 01.2000
- Member of the leadership team that opened the European and Middle East division. Developed and delivered the European and Middle East Owner Service strategy. Led a team of multinational workforce supporting over 10,000 owners across Europe and Middle East providing travel planning services and maximizing owner usage option. Additional responsibilities included financial service support through maintenance fee payments and collections. Led training initiatives for new resort launches.
- Transformed service and financial services to align with needs of European and Middle East clients, driving improved client engagement and satisfaction.
- Relocated Amman office to London, integrating support with European operations, resulting in a 25% increase in owner satisfaction and 30% reduction in regional operating expenses.
- Established business and service standards for the UKMEA region, enhancing operational consistency and service delivery for Marriott Vacation Club International.
- Internationalized service standards which positively impacted sales revenue by $1.75m.
Director, Worldwide Reservations, Europe
MARRIOTT INTERNATIONAL
London
01.1993 - 01.1996
- Directed centralized reservation sales services for Europe and the Middle East. Led multinational Call Center that included reservations, revenue management, consumer affairs, Marriott Rewards and MVCI owner services. Directed reservation processing and revenue management support for Middle East hotels. Partnered with property based Directors of Reservations and Directors of Sales determining commencement of booking rooms prior to opening.
- Led opening of first centralized reservations center for Middle East in Amman, Jordan, overseeing talent selection, training, office space design, and telecommunication installation.
- Reorganized Marriott Rewards and consumer affairs departments to provide clients with materials and customer service in their preferred language, reducing complaints by 90% and establishing the London office as the largest Marriott Rewards outlet outside U.S.A.
- Implemented annual cost-saving measures for hotel reservations, achieving a 22% reduction in expenses.
- Facilitated negotiations for telecommunication services, saving 25%.
National Director, Reservations and Revenue Management
COURTYARD BY MARRIOTT
Washington D.C.
01.1990 - 01.1993
- Led brand's reservations, revenue management and distribution network of 200 sales associates, three directors and seven managers across three locations. Developed and managed $14m operating budget. Oversaw revenue and yield management for 200 hotels and directed lodging leverage initiatives.
- Led reorganization of revenue management offices. Reduced operating expense by $600,000 and overhead by 40%.
- Standardized selling strategy formats, decreasing reservation center expenses by 10%.
Regional Director of Reservations
COURTYARD BY MARRIOTT
Santa Ana, CA
01.1986 - 01.1990
- Opened and expanded Western Region Reservation Call Center and Revenue Management network. Grew reservation center to 100 sales associates and three managers. Delivered hotel pre-opening training for front office staff on reservation processing and yield management. Seamlessly integrated two reservation and revenue management operations. Directed telecommunications, technical and organizational designs. Led the division in exceeding performance standards, managing reservations and operating expenses. Executed selling strategies for 35 hotels, generating $2,000,000 in additional revenues.
- Directed regional hotel operations across Courtyard by Marriott properties
- Aligned property teams with Marriott brand standards and service expectations
- Evaluated financial reports and forecasts to improve regional operational strategies.
Education
B.S. - Social Science
CALIFORNIA POLYTECHNIC STATE UNIVERSITY
San Luis Obispo, CaliforniaSkills
- Product development and management
- Budget oversight
- Sales and marketing expertise
- Marketing communications
- Customer engagement strategies
- Cruise industry knowledge
- Strategic leadership
- Partnership development
- Collaborative teamwork
- Coaching and mentorship
- Team building
- Motivation techniques
- International experience
- Microsoft Office proficiency
- Customer service orientation
Certification
Criterion-Referenced Instructor, Emergenetics, Gallup Strength Coach, CLIA Master Cruise Consultant
Awards and Recognition
Courtyard by Marriott Regional Manager of the Year
PROFESSIONAL DEVELOPMENT
- Center for Creative Leadership - Leadership Development Program
- Lodging Leadership, Executive Education Program (Aspen Institute)
- Training Directors Workshop
- Advanced Management Skills, Effective Presentations
Timeline
Director, Cruise Programs
INTERVNOVA TRAVEL GROUP
05.2016 - Current
Manager, Brand/Operations Vacation.com
INTERVNOVA TRAVEL GROUP
11.2014 - 05.2016
Manager, Franchise Services and Owner Education USA and Canada Cruise Holidays International
INTERVNOVA TRAVEL GROUP
02.2013 - 11.2014
Director, Learning and Talent Development Department
MARRIOTT VACATIONS WORLDWIDE
03.2012 - 02.2013
Director, Communications Projects
MARRIOTT VACATIONS WORLDWIDE
06.2011 - 12.2011
Senior Director, Training and Development Resort Operations
WYNDHAM VACATION OWNERSHIP
01.2008 - 01.2009
Agency Owner
CRUISE HOLIDAYS
01.2007 - 01.2013
Director, Talent Performance
MARRIOTT INTERNATIONAL
01.2003 - 01.2007
Director, Owner Services Training
MARRIOTT INTERNATIONAL
01.2000 - 01.2003
Director, Owner Service Operations, Europe and Middle East
MARRIOTT INTERNATIONAL
01.1996 - 01.2000
Director, Worldwide Reservations, Europe
MARRIOTT INTERNATIONAL
01.1993 - 01.1996
National Director, Reservations and Revenue Management
COURTYARD BY MARRIOTT
01.1990 - 01.1993
Regional Director of Reservations
COURTYARD BY MARRIOTT
01.1986 - 01.1990
B.S. - Social Science
CALIFORNIA POLYTECHNIC STATE UNIVERSITY