Rebecca Mullaney
Operations Co-Ordinator
Remote
Summary
Highly motivated professional with 20 years of experience within the private sector and travel industry.
Skillfully creates and maintains professional and loyal relationships with co-workers, staff and guests while managing all aspects of operations.
Comfortable working independently as both a leader and as a team member. Applies business acumen and experience and exercises decisive judgment to meet and exceed organizational goals.
Overview
23
23
years of professional experience
Work History
Operations Co-ordinator
Scenic
03.2022 - Current
- Reconfirm tour accommodation, cruise cabins, attractions, optional tours, Scenic Free Choice and transfers for river, oceans and land touring (all destinations).
- Consistently display high attention to detail to ensure accuracy of information is provided to operational teams and suppliers.
- Consistently meet deadlines for handovers.
- Reconfirm FIT pre & post tour arrangements.
- Manage allocations and bookings with suppliers within the conditions of their contracts, including handing back surplus capacity.
- Build rapport with suppliers, ground delivery and operational teams.
- Manage workload of tour pack documentation by deadline date and then send/email/upload to the intranet the information to suppliers and ground delivery and operational teams as required.
- Liaise with reservations and the documentation team regarding discrepancies or irregularities in bookings.
- Chase outstanding guest details for finalisation.
- Ensure key relationships across several department including operations, flights, ground delivery and operations, international markets and all suppliers.
- Manage and respond to supplier and ground operations correspondence.
- Understanding and compliance with all Scenic policies.
- Ensure a high level of customer service, ensuring all aspects of guests special requirements are taken care of ahead of their journey. ensuring correct documentation/ procedures are followed.
- Communicate daily with offices throughout Europe, Canada & United States.
- Communicate daily with Ocean Operations teams across several ships.
- Handle last minute / on ground changes.
- Ensure VIP special needs are met as required.
Business Owner/Operator
Captains Nest / The Surfers Beach House
02.2017 - Current
- Welcomed customers, offered assistance and answered questions by providing rates, terms and conditions of rental.
- created and managed property website.
- Managed property bookings across several booking platforms.
- Created and managed property sales promotions and advertising.
- created and maintained corporate relationships, regularly communicating with Senior Executive level staff to ensure accommodation needs are met.
- Updated and maintained rental agreement files and documents.
- Answered telephones to assist customers and resolve issues.
- Manged accounts receivable / payable.
- Collected payment by processing credit card transactions.
- Created and maintained all policies and procedures.
- Explained policies and reviewed documentation to obtain signatures.
- Responded to and resolved guest issues or complaints.
- Cultivated long-lasting relationships with florists and restaurants and promoted third-party vendors to guests.
Business Owner
Travel Partners Merewether
10.2017 - 01.2020
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Achieved top satisfaction, retention and referral rankings on consistent basis.
- Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
- Took payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Enhanced customer satisfaction ratings, researching travel options, negotiating rates, presenting best deals and resolving issues efficiently.
- Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
- Explained benefits of purchasing travel insurance with clients.
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.
- Researched and created memorable and exquisite travel itineraries for high-level clients, celebrities, politicians and business executives.
- Communicated security issues and protocols to clients traveling to unstable countries or locations.
Travel Consultant
Flight Centre
09.2014 - 03.2017
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Achieved top satisfaction, retention and referral rankings on consistent basis. Including be awarded 60k getaway and achieving top sales agent multiple times.
- Organised memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Used company tools and systems to complete requests.
- Reviewed team sales, itineraries and packages to verify compliance with travel regulations and internal policies.
- Updated and maintained customer databases to increase customer retention.
- Updated corporate traveler profiles with current information for optimal recordkeeping.
- Used successful consultative strategies to close new bookings.
- Took payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
Executive Assistant
Ten3 Ventures
05.2003 - 10.2009
- Handled confidential and sensitive information with discretion and tact.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for 3 directors located in Sydney and London.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Facilitated training and onboarding for incoming office staff.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
- Updated and maintained confidential databases and records.
- Worked with senior management to initiate new projects and assist in various processes.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Organised and coordinated conferences and monthly meetings.
- Coordinated events and worked on ad hoc projects.
- Volunteered to help with special projects of varying degrees of complexity.
Education
Cert III in Travel
TAFE
NSW2016
9 GCSE's -
Plantsbrook School
Sutton Coldfield, UK06.1995
High School Diploma -
Diploma of Business
BIrmingham, UK1995
Skills
- High attention to detail
- Consistently meets deadlines
- Team player
- Ability to work autonomously, prioritising work and ensuring good time management
- Regulations and compliance
- Willing to take a "all hands on deck approach" to out of scope projects and unique deadlines
- Relationship management
- High volume environments
- Leisure travel
- Credit card payments
- Company branding
- Client networking
- Client networking
Timeline
Operations Co-ordinator
Scenic
03.2022 - Current
Business Owner
Travel Partners Merewether
10.2017 - 01.2020
Business Owner/Operator
Captains Nest / The Surfers Beach House
02.2017 - Current
Travel Consultant
Flight Centre
09.2014 - 03.2017
Executive Assistant
Ten3 Ventures
05.2003 - 10.2009
Cert III in Travel
TAFE
9 GCSE's -
Plantsbrook School
High School Diploma -
Diploma of Business