TOBIAS BURTON

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• Plan and book end‑to‑end travel for clients, including flights, hotels, car rentals, rail, and ancillary services, ensuring accuracy and compliance with client preferences and policies.
• Provide exceptional customer service to premium Card Members and corporate clients by delivering personalized travel solutions and proactive support.
• Consult with clients to understand travel needs, budgets, schedules, and special requirements, offering expert recommendations and alternatives when disruptions occur.
• Manage changes and disruptions, including rebookings, cancellations, exchanges, and irregular operations due to weather, airline issues, or schedule changes.
• Leverage global distribution systems (GDS) (such as Sabre or Amadeus) and internal Amex tools to research, price, and book travel efficiently.
• Ensure policy and contract compliance for corporate accounts, including preferred suppliers, negotiated rates, and approval workflows.
• Apply ticketing rules and fare regulations, including exchanges, refunds, and reissues, while minimizing costs and penalties for clients.
• Utilize Amex preferred partnerships and benefits to enhance traveler experience (upgrades, amenities, loyalty programs).
• Document and maintain accurate client records, itineraries, and transactions in CRM and booking systems.
• Meet productivity and service metrics, such as call handling standards, quality scores, and customer satisfaction benchmarks.
• Stay current on travel trends, supplier updates, and industry regulations, including visa requirements, travel restrictions, and safety protocols.
• Collaborate with internal teams (quality, support, leadership) to resolve complex cases and improve service delivery.

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• Assist in overseeing daily operations to ensure exceptional guest service, operational efficiency, and adherence to MGM Resorts brand standards.
• Lead, coach, and develop management and frontline teams, fostering a culture of accountability, service excellence, and continuous improvement.
• Monitor and analyze performance metrics (guest satisfaction scores, productivity, staffing levels, revenue, and costs) to drive results and meet business objectives.
• Collaborate with the Director to implement strategic initiatives, process improvements, and service enhancements across departments.
• Handle escalated guest concerns and complex service issues, resolving matters promptly to protect brand reputation and guest loyalty.
• Ensure compliance with company policies, labor agreements, safety regulations, and regulatory requirements.
• Participate in workforce planning, including hiring, training, scheduling, and performance management.
• Support budget management, forecasting, and cost control to align with financial targets.
• Partner cross‑functionally with operations, HR, finance, marketing, and security to ensure seamless execution of business priorities.
• Assist in developing and executing training programs to enhance service consistency and employee engagement.
• Lead or support special projects, new initiatives, and operational rollouts.
• Act as a key leader during high‑volume periods and special events, ensuring service standards are maintained.

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• Drive sales performance and revenue growth by leading, coaching, and motivating a high-performing sales team in a luxury retail environment.
• Deliver exceptional client experience, ensuring Gucci’s brand standards, clienteling practices, and service expectations are consistently upheld.
• Analyze sales KPIs and performance metrics (conversion, ATV, UPT, client retention) to identify opportunities and implement strategies to exceed targets.
• Support the Store Director in daily operations, including opening/closing procedures, staffing, scheduling, and floor leadership.
• Build and maintain strong client relationships, ensuring personalized service, repeat business, and loyalty among high-value clients.
• Lead by example on the sales floor, demonstrating luxury selling techniques, product knowledge, and storytelling aligned with Gucci’s brand identity.
• Assist in inventory management, visual merchandising execution, and maintaining brand presentation standards.
• Recruit, train, and develop top talent through onboarding, coaching, performance feedback, and succession planning.
• Partner with corporate and regional teams to support sales initiatives, campaigns, and new product launches.
• Ensure compliance with company policies, loss prevention procedures, and operational standards.
• Address customer concerns and escalations professionally, resolving issues while protecting the brand and guest experience.