SANDRA NARCISSE

**** *.*. ***** ******, #*** North Miami, FL 33161 786-***-**** ac3fgg@r.postjobfree.com

TRAVEL AND TOURISM

CUSTOMER SERVICE SALES EVENT PLANNING HOSPITALITY

A highly organized, dynamic professional that brings 13+ years of experience providing exemplary customer service in the travel & tourism, event planning, and hospitality industries. Self driven and compassionate leader equipped with a solid foundation in business management and customer care, with the ultimate goal of providing the utmost best in customer satisfaction. Comfortable in fast-paced, high-stress environments requiring attention to detail and follow-through; Personable and gracious qualities facilitate the generation of a healthy, productive, and friendly working environment.

TECHNICAL PROFICIENCIES:

Microsoft Office Suite AMADEUS SABRE Colonial AirWare SeaWare CORE COMPETENCIES

Conflict Management

Sales Generation

Promotions & Events

Profit & Loss Statements

Strategic Planning

Team Leadership

Coaching & Development

Relationship Management

Customer Service

Hospitality

Operations Management

Program Management

Reservations

Customer Service

Cultural Awareness

EXPERIENCES AND ACHIEVEMENTS:

ROYAL CARIBBEAN CRUISES LTD 2008 – 2016

Corporate Housing & Meeting Specialist / 2010 - 2016 Successfully planned, arranged, and executed Business Social Events, Executive Meetings, Conferences, and Conventions for all company brands; arranged group room blocks, and motor coach ground transportation. Negotiated pricing with hotel venues around the world obtaining the absolute lowest quotes providing cost effectiveness towards the company as whole.

• Prosperously generated high revenues executing over 80 events and group room blocks per year.

• Provided an annual cost savings of over $150,000 in 2015 with event and group room block arrangements through superior business cost negotiations and expert relationship management skills.

• Negotiated event sales contracts and Banquet Event Orders (BEOs) with hotel management.

• Thoroughly reviewed contract terms with clients and provider’s legal department, verifying agreed upon venue/events agreement in terms of event space, food & beverage, audio visual terms, and associated costs.

• Performed site inspections for several hotel properties, ensuring event spaces, rooms, and décor are up to corporate event and lodging standards.

• Arranged domestic and international housing, transportation, and training seminars for employees awaiting completion of dry-dock ship renovations and new build projects; planned and coordinated long term corporate housing for vendors, new hires, and corporate travelers.

Corporate Travel Consultant 2008 - 2010

Expertly applied appropriate travel tools and systems to complete requests via inbound calls from corporate travellers throughout the world. Perform travel requests, to include, booking flight itineraries, hotel reservations, and car rental reservations. Searched and confirmed travel reservations for the customer.

• Strong understanding of client travel policies; excellent knowledge and application of travel supplier rules; guides and consistently provide consultation to the customer.

• Expertly provided cost quotes, penalty charges for reservation changes, resolutions to sudden travel issues such as flight delays, air schedule changes and more.

• Performed as administrator for e-travel inbox servicing and fulfilled e-mail requests from corporate offices around the world.

• Evaluated travel expense reports in Concur web tool for all employees, ensuring all charges are within the company’s Corporate Travel Policy.

NORWEGIAN CRUISE LINE 2007 – 2008

Premium Air Agent / Air-Sea Coordinator

Politely and energetically answered inbound calls from Travel agents and direct passengers; provided assistance with customization of air itineraries and air deviations; assisted with seat assignments and provided general information on carriers and flights; monitored flights as necessary. Utilized automated air management system; confirmed flights and input flight information into cruise line system. Modified air sea passenger's records utilizing AMADEUS system for cancellations and additions.

• Simultaneously served as an Air/Sea Coordinator assigning cruise passengers with Block fights cruise guests.

• Customized/modified air sea passenger's records and provided “Air Deviation Quotes” utilizing the Global Distribution System (GDS) Program called AMADEUS.

• Well informed, knowledgeable, and up-to-date on airline ticketing rules and regulations.

• Performed special projects; coordinated with the Revenue Management Department assisting with GUI system projects.

ROYAL CARIBBEAN CRUISES LTD 2006 – 2007

Certified Vacation Planner

Assisted guests by creating reservations and provided end-to-end service. Ensured customers understood group agreements, policies and procedures. Successfully sold and promoted cruise promotions, products, and brand.

• Reserved special events onboard vessels, to include, weddings, birthdays and meetings.

• Planned and booked cruises, tour excursions, air add-ons and Pre and Post hotels.

AMERICAN AIRLINES 2005 - 2006

Baggage Service Lead Agent

Lead team performing AA customer service/administration office audits, reviewing all actions completed by AA employees in the SABRE GDS system. Assisted flight passengers with escalated lost luggage issues; filed luggage claims at the American Airlines Baggage claim counter.

• Updated luggage claims information into the "SABRE" computer system; globally traced lost luggage utilizing World Tracer System.

• Routinely kept passengers informed; answered luggage inquiry calls from the AA headquarters in Dallas, TX.

AMERICAN EXPRESS 2005 - 2005

Membership Rewards Representative

Performed superior customer service and provided information on American Express products to card members and potential card members. Assisted members by redeeming their accrued points for requested rewards, to include, merchandise, hotel stays, airline tickets, and more.

• Issued the credit cards and updated clients' account spending and status; resolved card member account issues and maintenances.

• Provided card members with information such as: Account billing, Airline information, Hotel information.

• Transferred funds and rewards points into Airline and Hotel accounts. ROYAL CARIBBEAN CRUISES LTD 2003 - 2004

Guest Service Agent

Met, greeted, and engaged with guests disembarking from flights at the Miami International Airport; took ownership of guest requests and follow-up.

• Verified guest documents and provided ship luggage tags to all incoming guests.

• Performed Welcome Speeches and ensured every question asked by guests were answered fully and completely.

EDUCATION:

Business Administration in Hospitality Management

DeVry University, Miami, FL, In Progress

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