Vicki McCluskey
Summary
Accomplished Cruise Specialist at Norwegian Cruise Line, adept in client relationship building and travel coordination. Leveraged multilingual communication to enhance customer service, achieving significant client satisfaction. Skilled in critical thinking and active listening, consistently exceeded quality standards in diverse roles, demonstrating a profound ability to improve operational efficiency and guest experiences.
Successfully completed training for Friends and Family, Shore Excursion service and currently working on the Sixthman Team.
Overview
24
24
years of professional experience
Work History
Cruise Specialist
Norwegian Cruise Line
05.2022 - Current
- Conducted thorough research on cruise destinations and itineraries to provide accurate information and recommendations to clients.
- Stayed up-to-date on industry trends, enabling knowledgeable guidance for clients seeking unique cruise experiences.
- Worked closely with clients to plan special events aboard cruises such as weddings, anniversaries, or corporate functions.
- Assisted clients in resolving issues during their trip, ensuring a positive travel experience.
- Enhanced customer satisfaction by providing personalized cruise planning and booking services.
- Delivered exceptional customer service, addressing client concerns with empathy and understanding.
Office Manager
Big Timber Construction
04.2000 - 01.2023
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Coordinated special projects and managed schedules.
Housekeeping Manager
Victory Ranch
01.2016 - 07.2021
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Communicated repair needs to maintenance staff.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Managed staff of 16 housekeepers.
- Managed team productivity and workflow to exceed quality standards.
- Completed schedules, shift reports, and other business documentation.
- Managed labor costs effectively by monitoring staffing needs based on occupancy levels and adjusting schedules accordingly to maximize efficiency without compromising service quality.
- Promoted a culture of teamwork within the housekeeping department by fostering open communication channels among employees at all levels.
- Coordinated household cleaning service operations and managed client relations.
Customer Service Desk Supervisor
Home Depot
03.2011 - 01.2016
- Streamlined front desk operations for increased efficiency and improved guest experiences.
- Established relationships with guests to grow and retain client base.
- Implemented new processes to expedite check-in and check-out times, enhancing overall guest satisfaction.
- Coordinated room assignments based on guest preferences and special requests while maximizing occupancy rates.
- Audited desk work for accuracy and consistency.
- Led regular staff meetings to discuss best practices, address challenges faced by team members, and share important updates on hotel initiatives or events.
- Conducted regular performance reviews with staff members, identifying areas for improvement and creating actionable development plans.
- Improved communication between departments by implementing new protocols that facilitated smoother collaboration among team members.
- Trained new employees on company policies, procedures, and software systems, ensuring a seamless transition into their roles.
- Assisted the sales department in closing deals for group bookings or extended stays through proactive engagement with potential clients during their visits or inquiries about accommodations or meeting spaces.
- Adjusted shift coverage when short-handed or due to staff absences.
Education
High School Diploma -
Meridian High School
Meridian, ID06.1995
Skills
- Client Relationship Building
- Sales proficiency
- Multilingual Communication
- Travel Coordination
- Customer Service
- Critical Thinking
- Active Listening
Timeline
Cruise Specialist
Norwegian Cruise Line
05.2022 - Current
Housekeeping Manager
Victory Ranch
01.2016 - 07.2021
Customer Service Desk Supervisor
Home Depot
03.2011 - 01.2016
Office Manager
Big Timber Construction
04.2000 - 01.2023
High School Diploma -
Meridian High School
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