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- Provide personalized, in-person service for members of private airline
- Cultivate lasting relationships with members
- Anticipate travel needs of members and coordinate the logistics
- Assist members with the Surf Air technology used to book flights
- Field walk-in sales leads, build rapport, and assist sales team
- Provide feedback to tech team regarding user issues

- Sold $1.6M+ in activities and tours in last 18 months [Top 9% in HI]
- Consistently exceeded team and personal goals
- Finalist in Expedia’s “Concierge of the Year” award in 2015 [1 of 3 nationwide]; recognized for outstanding guest and partner service
- Trained and coached new hires to become recognized top performers
- Oversaw 80+ team members; point woman for colleague inquiries regarding sales, service, technical support, and conflict resolution
- Demonstrated extensive product knowledge of 600+ activities & tours 
- Created exceptional rapport; generated repeat business and referrals
- Developed and implemented sales trainings to team of 80+ concierges resulting in increased sales and margins
- Liaison between colleagues & management and lodging & supply partners
- Organized and planned guest itineraries while delivering superior customer service with a high rate of guest satisfaction
- Received over 130 positive guest feedback and review letters


Lead Concierge

- Resort ambassador greeting guests, answering questions, and giving advice
- Responsible for converting miscellaneous questions into closed sales through face-to-face, phone, and e-mail communication
- Expert in recommending, planning, and booking guest itineraries on Oahu, Maui, Kauai, and Hawai'i (Island)


Concierge

- Assisted management in computing and tracking sales goals to relay to colleagues and encourage joint efforts to exceed given targets
- Liaison between management and sales associates
- Promoted for consistently meeting and exceeding sales goals
- Processed incoming shipments, prepared outgoing shipments, and kept records of merchandise, sales, and daily activities


Lead Sales Associate

- Greeted customers and quickly assessed customers’ needs to present appropriate merchandise
- Served customers whole-heartedly upon entrance to achieve a wonderful shopping experience
- Completed full spectrum of cashier duties
- Driven by weekly sales goals and performing with my team


Sales Associate

- Provided 24/7 silver service to guests sailing aboard private vessel
- Anticipated and fulfilled guests’ needs and demands 
- Procured provisions and supplies in preparation for multiple weeks at sea
- Successfully navigated and sailed vessel along the entire US Eastern Seaboard (Maine-Florida), Virgin Islands, Caribbean, and Bahamas
- Responsible for scheduling and performing maintenance for fleet of three vessels including 86 ft sailing yacht, 38 ft powerboat, and 13 ft yacht tender


First Mate, Stewardess, & Deckhand

Heather Bailey is a Club Host at Surf Air in Encinitas, CA. View their experience, skills and work history on Malakye — the professional network for creative,…

Heather Bailey — Club Host at Surf Air — Encinitas, CA

Heather Bailey

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