Tina Camilleri
Niagara Falls,ON
Summary
Known for exceptional communication and multitasking skills. Experienced with guest services management, ensuring seamless and high-quality experiences for guests. Utilizes strong leadership and problem-solving skills to address guest needs promptly and effectively. Track record of maintaining high standards in service quality and team coordination, while effectively managing client relationships and POS systems. Strong computer skills and an efficient, fast learner.
Overview
17
17
years of professional experience
Work History
Guest Services Manager/IT Manager
Whirlpool Jet Boat Tours
02.2021 - Current
- Supervised a team of guest service agents, ensuring adherence to policies, procedures, and premium customer service standards between Canadian and US locations
- Recruited, interviewed and hired employees and implemented a training program to promote positive feedback and engagement.
- Optimized scheduling to ensure adequate coverage during peak times while controlling labor costs effectively.
- Assisted with check-ins and reservations during high volume seasons to deliver excellent customer service.
- Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
- Managed vendor relationships for hardware, software, and services procurement
- Collaborated with other management to ensure seamless communication and operations at both locations
- Managed POS system and API integrations with multiple partners
Assistant Guest Services Manager
Whirlpool Jet Boat Tours
02.2019 - 02.2021
- Successfully handled customer complaints calmly while coordinating appropriate responses from staff members as per established protocols.
- Reduced customer complaints by proactively addressing potential issues before they escalated.
- Enhanced guest satisfaction by promptly addressing and resolving their concerns and inquiries.
- Developed training materials for new hires, reducing onboarding time and increasing employee confidence.
- Provided backup support for Guest Services Manager during peak periods or when needed due to absence or high workload situations.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Collaborated with River Operations on daily tour schedule
Group Sales and Guest Services Coordinator
Whirlpool Jet Boat Tours
05.2016 - 02.2019
- Assisted Director of Sales and Marketing with promoting products to potential clients via email, through sales calls, or at consumer/trade shows
- Booked and coordinated group reservations, managed payments and answered general questions about the tour.
- Creating yearly rate agreements for new and current clients
- Managing product inventory for online booking companies
such as Expedia, Viator, etc. - Managing coupon incentive program with local partners
- Assisted Guest Services department with general reservations
Group Sales Coordinator
Skylon Tower
06.2014 - 05.2016
- Managed special event, corporate and tour group reservations for the dining rooms and attractions.
- Collaborated with various departments to ensure seamless execution and guest satisfaction of their experience.
- Conducted site visits with prospective clients, showcasing venue offerings and providing detailed information on available packages.
- Assisted the Director of Sales with trade show follow up with qualified leads via email.
- Maintained accurate records of all group bookings, payments, and correspondence.
- Created and maintained annual rate agreements for new and existing clients
- Maintained monthly group revenue reports
Duty Manager
Skylon Tower
03.2008 - 06.2014
- Worked with other managers to manage Guest Services staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Recruited, interviewed and hired seasonal employees and implemented successful training.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Opened and closed location and monitored shift changes to uphold seamless operations throughout the day.
Education
Certificate - Bookkeeping
Niagara College
Welland, ON06-2011
Diploma - Interior Design
Sheridan College
Oakville, ON04-2007
Bachelor of Accountancy - Accounting
Brock University
St. Catharines, ONSkills
- Customer service
- Multitasking proficiency
- Customer satisfaction
- Staff training and development
- Exceptional communication
- Team management
- Complaint resolution
Languages
English
Native or Bilingual
French
Limited Working
Timeline
Guest Services Manager/IT Manager
Whirlpool Jet Boat Tours
02.2021 - Current
Assistant Guest Services Manager
Whirlpool Jet Boat Tours
02.2019 - 02.2021
Group Sales and Guest Services Coordinator
Whirlpool Jet Boat Tours
05.2016 - 02.2019
Group Sales Coordinator
Skylon Tower
06.2014 - 05.2016
Duty Manager
Skylon Tower
03.2008 - 06.2014
Certificate - Bookkeeping
Niagara College
Diploma - Interior Design
Sheridan College
Bachelor of Accountancy - Accounting
Brock University
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