Patricia Dooley

• Assisting guests with booking group programs for schools, Girl Scout troops, private groups and daily public programs via phone, email and online chat.
• Assisting guests with questions, directions and local information via phone, email and online chat.
• Working with program director on group scheduling and checking in groups on arrival.
• Maintain weekly data collection and deposit reports
• Maintained membership data base, entering new memberships, updating current memberships, managing digital membership card services.
• Mail and package pick up from post office, checking in packages and distributing to departments.
• Assisting operations manager with deliveries and in the gift shop when needed.

Started at Gray Line/Kelly Tours in an administrative position, making reservations for public tours, confirmed existing reservations with both guests and venues. Transferred to the group charters department in July booking private touring and transportation services for individuals, weddings and corporate events.

• Book private transportation/tours
• Confirm and modify bookings to guests' specifications
• Process payments
• Submit for vehicle permits
• Work with city to be sure drivers stay compliant with city regulations

• Manage heavy volume of email correspondence and telephone calls daily addressing customer inquiries, solving problems and providing tour & transportation service information.
• Describe services to customers and accurately explain details of service, DOT and city transportation regulations.
• Politely assist customers in person and via telephone, asking open ended questions in order to more accurately advised customers on logistics and make recommendations for service according to their needs.
  
• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
• Provide an elevated customer experience, building long-term customer relationships in order to generate a loyal clientèle.
• Accurately maintain client reservations, revise and confirm services.
• Handle daily heavy flow of paperwork and assist the accounting department with invoicing & collection of payments.
• Maintained group service department accounting and payroll during department director's medical leave of absence.
  
• Assist transportation coordinator with daily services, revise and maintain accurate driver assignments.
• Worked with city traffic engineering and parking services departments to assure all drivers work within city regulations.
  
• Contributed to annual department sales of $1.7 million last year.
• Developed reputation as an efficient service provider with high levels of accuracy.
• Dedicated to continuously improving sales abilities and product knowledge.
• Learn, reference and apply touring and transportation knowledge information on a daily basis.

• Passed city testing to acquire tour guide license.
• Researched history of the city and region in order to accurately portray information to guests.
• Worked with Sorrel-Weed House to provide docent services for nightly ghost tours.
• Work with group service department to assist with private tours for guests and school groups.

• Assisted guests with tour information and ticket purchases.
• Advised guests of attraction and restaurant information, locations and navigating the city.
• Maintained cash bank, hand held POS system for credit card sales and balanced receipts at the end of shift
• Consistently exceeded previous sales at River Street location
  
• Volunteered to work additional shifts when needed

• Wrote weekly/monthly schedules for Auto Travel Department.
• Worked with branch manager and travel supervisor to organized monthly office schedule.
• Worked with travel supervisor to maintain daily operations in the absence of branch manager.
• Assisted branch manager with employee reviews and interviewing applicants.
• Trained employees in the different aspects of the department and delegate responsibilities to encourage employee development.
• Ensured that AML guidelines were followed and proper records are kept.
• Ensured that PCI compliance guidelines were followed and proper measures were taken to protect member privacy
  
• Duties also included tasks of Auto Travel Coordinator
  

• Encouraged employees to work towards office goals.
• Maintained and ordered Tourbooks, maps and supplies.
• Maintained and ordered inventory for Travel Store.
• Maintained and ordered Travel Money products.
• Ensures branch was compliant with audit guidelines.
• Completed monthly inventories of Travel Store products and attraction tickets.
• Completed daily/monthy inventories of Travel Money products.
• Completed quarterly inventories of Tourbooks and maps.
• Completed daily accounting.
• Assisted members with Triptiks requests, hotel/car reservations, organizing travel itineraries.
• Assisted members in the purchase of attraction tickets and Travel Money products.
• Duties also included tasks of Auto Travel Counselor
  

• Assisted members with Triptiks and travel itineraries.
• Assisted members with hotel reservations.
• Assisted member with the purchase of Travelers Cheques and attraction tickets.
• Advised potential members in the advantages of membership and how to best utilize them.
• Floated to other locations to assist when branches were short personnel