SHAUBRI MECom
Galveston,TX
Summary
Dynamic sales professional with a proven track record at Royal Caribbean Cruise Line, excelling in customer relationship management and revenue generation. Adept at utilizing effective sales techniques and technical troubleshooting to enhance guest experiences, consistently achieving high customer satisfaction and retention rates. Strong communicator and relationship builder, committed to driving results.
Overview
9
9
years of professional experience
Work History
Inbound Consumer Outreach
Royal Caribbean Cruise Line
06.2022 - Current
- Apply effective sales technique to address all guest concerns and secure the sale on one call.
- Must consistently demonstrate effectiveness in building relationships and discovering what motivates the guest to buy.
- Ability to relate to guests, and respond to the guests concerns and desires.
- Ability to bridge across the sales process by using key sales techniques.
- Ability to use clear, professional and precise communication with the guests about all details of their vacation according to brand standards.
- Ability to display the highest degree of personal integrity and take responsibility for personal and professional growth.
- Computer knowledge and skills.
Dual Sales Manager
Courtyard by Marriott
03.2021 - 08.2022
- Analyzes current client base or target market for the hotel.
- Devises new ways to expand that client base.
- Develops promotional and advertising materials for the hotel.
- Oversees distribution of marketing materials.
- Reaches out to organizations and businesses that might require a hotel for conferences and events.
- Meets with representatives from these companies to explain the hotel’s merits and amenities.
- Networks with wedding planners and special event planners to encourage hotel bookings.
- Designs and advertises special group rates and packages to increase larger bookings.
- Overcomes hesitations of clients to close a sale.
- Manages accounts of high-profile clients.
- Processes payments and applies discounts as necessary.
- Addresses and resolves any issues or complaints regarding sales or marketing.
- Ensures that guests are enjoying their stay at the hotel and that large group needs are met.
- Maintains positive relationships with clients to encourage repeat and recurring business.
Fun Experts
Carnival Cruise Line
02.2022 - 04.2022
- Handles incoming calls from guest and travel advisors who are experiencing technical issues.
- Troubleshoots user-facing technical issues.
- Completes pre-sale technical issues.
- Answers questions about ticket availability, excursions, etc.
Group Sales Department
Norwegian Cruise Line
08.2021 - 02.2022
- Promotes sales to direct consumers by initiating calls, acting on leads and/or prospects in order to identify travel needs, present/explain Norwegian Cruise Line products and make travel recommendations.
- Establishes and maintains quality customer relationships by delivering exceptional customer service, establishing rapport, identifying and meeting customer needs and expectations to include meeting customer retention goals and following up with consumers as necessary, in order to close sale and meet/exceed revenue goals.
- Builds and maintains effective relationships with new and existing consumers.
- Maintains consumer prospect lists/contact database in order to identify client travel trends; Proactively and consistently seeks opportunities to promote and sell Norwegian Cruise Line products based on client travel history.
- Acquires in depth industry and company knowledge in order to articulate cruise product features, benefits, pricing and make recommendations to include promotions, itineraries, and auxiliary products such as stateroom upgrades, onboard credits and other shipboard amenities.
- Attends and actively participates in daily team meetings or relevant sales training in order to ensure appropriate sales techniques are being used and accurate information is being communicated to direct consumers.
- Participates in department approved mass e-mail campaigns targeting specific guests' profiles.
Front Desk Agent
Courtyard by Marriott
02.2020 - 03.2021
- Perform all check-in and check-out tasks.
- Manage online and phone reservations.
- Inform customers about payment methods and verify their credit card data.
- Register guests collecting necessary information (like contact details and exact dates of their stay).
- Welcome guests upon their arrival and assign rooms.
- Provide information about our hotel, available rooms, rates and amenities.
- Respond to clients’ complaints in a timely and professional manner.
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs.
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests.
- Upsell additional facilities and services, when appropriate.
- Maintain updated records of bookings and payment.
Inbound/Outbound Calls
Salty Dog Cruising
05.2018 - 02.2020
- Booking group cruises.
- Liaison Between client and company.
- Handling multiple escalations.
- Estimate cost of trips, including transportation and hotel.
- Process clients and office payments.
- Work From Home.
Inbound/Outbound Calls
Cruiseone
09.2016 - 10.2017
- Booking group cruises.
- Liaison Between client and company.
- Handling multiple escalations.
- Estimate cost of trips, including transportation and hotel.
- Process clients and office payments.
- Work From Home.
Education
High School Diploma -
Trinity High School
Euless, TX05-2003
Skills
- Word
- PowerPoint
- Excel
- Access
- Microsoft Windows
- Organization
- Training
- Coordination
- 75 wpm
- Sales techniques
- Customer relationship management
- Technical troubleshooting
- Data analysis
- Marketing strategy
- Client account management
- Revenue generation
- Booking management
- Promotional development
- Effective communication
- Problem solving
- Conflict resolution
- Team collaboration
- Attention to detail
- Relationship building
- Organization and time management
- Customer service
- Leadership
- MS office
- Networking
- Verbal communication
Timeline
Inbound Consumer Outreach
Royal Caribbean Cruise Line
06.2022 - Current
Fun Experts
Carnival Cruise Line
02.2022 - 04.2022
Group Sales Department
Norwegian Cruise Line
08.2021 - 02.2022
Dual Sales Manager
Courtyard by Marriott
03.2021 - 08.2022
Front Desk Agent
Courtyard by Marriott
02.2020 - 03.2021
Inbound/Outbound Calls
Salty Dog Cruising
05.2018 - 02.2020
Inbound/Outbound Calls
Cruiseone
09.2016 - 10.2017
High School Diploma -
Trinity High School