Penny Lyons - Johnston ACC CTM
St. George,Canada
Summary
With over 30 years of experience in the travel and hospitality industry, my focus is on delivering and promoting excellence in client service, continuous quality improvement, and achieving short-term and long-term objectives. As a store manager in my local community, I have developed skills in motivating and mentoring others while collaborating with my team to reach organizational goals. I have also gained valuable experience in hosting large events like consumer trade shows.
Overview
34
34
years of professional experience
Work History
Travel Consultant
Pure Magic Vacations
Remote
01.2023 - Current
- Build strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, and family travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintain accurate records of bookings, payments, and client information for smooth operations and future reference.
Independent Consultant District Manager
Arbonne
Remote
01.2016 - Current
- Lead and mentor a team of Independent Consultants, empowering them to achieve personal and business success through targeted coaching, goal-setting, and leadership development.
- Drive district sales performance by setting and executing strategies, resulting in consistent growth and achievement of district-wide sales goals.
- Foster team engagement by organizing and leading regular training sessions, virtual meetings, and workshops to educate consultants on product knowledge and business-building techniques.
- Recruit and onboard new consultants, ensuring effective training, retention, and alignment with Arbonne’s core values and mission.
- Collaborate with leadership and peers to execute successful promotional campaigns and implement business growth strategies.
- Ensure team compliance with company guidelines, maintaining a high standard of integrity and accountability.
Store Manager
CAA South Central Ontario
Brantford
01.2004 - 01.2019
- Monitored store performance indicators related to revenue results, quality assurance and customer service, and used this information to adjust short-term and long-term plans for my store in order to improve overall performance
- Created and successfully implemented an annual marketing plan for my CAA store based on organizational objectives
- Collaborated with members of CAA’s Marketing and Sales teams to create new client-facing communications and programs
- Developed and managed annual business plans and budgets for my store
- Explained detailed information about the yearly budget and business plan with other members of the leadership team in my organization
- Empowered and mentored individuals and teams to set strategic, achievable objectives and deliver results based on the commitments to these objectives
- Balanced my team members’ needs for guidance and autonomy when selecting opportunities to communicate directly with a client to ensure that their travel and insurance needs were met and understood
- Provided direction while assessing and evaluating the professional growth and development of my team members
- Interviewed and hired new associates, and worked collaboratively to promote their professional growth
- Analyzed and effectively communicated results for my team to other members of the executive team
- Delivered the knowledge and information required for positive changes through process improvements
- Coordinated store-wide special events for CAA to promote client engagement and community involvement such as the Driving Hero and Autogreen programs
- Coordinated and facilitated consumer Trade Shows with multiple suppliers
Travel Sales Lead
Sears Travel
Cambridge
01.2001 - 01.2004
- Provided ongoing coaching to team members, fostering a supportive environment that encouraged professional growth and skill development.
Travel Consultant
Sears Travel
Brantford/Kitchener/Guelph
01.1991 - 01.2001
- Built strong relationships with clients through exceptional communication and personalized service.
Education
Travel and Tourism Diploma -
Fanshawe College
St. George, ON01.1991
Skills
- Executed large consumer travel trade shows
- Strong Communication Skills
- Travel research
- Travel industry expertise
- Exceptional customer service
- Marketing
Professionaldesignations
- Accredited Cruise Counsellor, Cruise Lines International Association (CLIA)
- Certified Travel Manager, the Association of Canadian Travel Agencies (ACTA)
- Dream Builder Program
- Life Mastery Program
- Enlightened Success Live Program
- Certified Life Purpose Coach
Skills
- Monitored performance metrics and adjusted plans to enhance store performance, focusing on revenue, quality assurance, and customer service.
- Developed and executed annual marketing and business plans, aligning with organizational goals and overseeing budgets.
- Collaborated with marketing and sales teams to create client-facing programs and communications.
- Led the planning and execution of a large consumer travel trade show, ensuring seamless operations, client engagement, and positive outcomes.
- Mentored and empowered teams, setting strategic objectives and fostering professional growth through guidance and autonomy.
- Hired, trained, and supported staff development, ensuring effective client engagement.
- Coordinated store-wide special events to drive customer engagement and promote community initiatives.
- Analyzed performance data and communicated insights to leadership, driving process improvements and positive change.
Timeline
Travel Consultant
Pure Magic Vacations
01.2023 - Current
Independent Consultant District Manager
Arbonne
01.2016 - Current
Store Manager
CAA South Central Ontario
01.2004 - 01.2019
Travel Sales Lead
Sears Travel
01.2001 - 01.2004
Travel Consultant
Sears Travel
01.1991 - 01.2001
Travel and Tourism Diploma -
Fanshawe College