Director of Guest Service

Anna Mills

310-***-**** • *********@*****.*** • linkedin.com/in/anna-mills-3628a157

VIP Experience Director Luxury Lifestyle Expert

Customer service professional focused on exceptional client journeys with over 10 years of experience directing teams, managing projects, and delivering strong leadership within luxury lifestyle and nonprofit industries. Consistently improves existing skill sets to support personal and professional development while supplying the highest levels of guest satisfaction. Builds and supports strong teams while providing seamless management of organizational systems, processes, and procedure implementation. High energy multi-tasker with strong interpersonal communication and written and verbal skills, workflow prioritization, organization, and self-motivated leadership.

CORE STRENGTHS

• Luxury Customer Service

• Operational Leadership

• Team Building/Mentorships

• VIP Guest Services

• Modeling Company Values

• Public Speaking/Presentations

• Contract Negotiations

• Public Relations

• Critical Thinking

• Conflict Resolution

• Networking

• Strategy Implementation

• Budget Management

• Client Relationships

• Staff Development

• Forecast Management

• Data Analysis

• Maintains Strict Confidentiality

Languages: Native Swedish; Fluent in English, Norwegian, and Danish

Technology: Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams), Google Workspace (Drive, Doc, Sheets, Gmail), Mac and PC platforms, Cloud Computing, Opera, Mercator, CRS (Galileo), Amadeus, HSM, KYC

PROFESSIONAL EXPERIENCE

VIP Experience Manager Concierge Manager (July 2021 – July 2022)

1 Hotel – West Hollywood, CA

• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requests, block correct room type, pre- arrange amenities, and maintain a tracking log for all VIP Guests.

• Organize and supervise the day–to day- operations of the front desk, concierge, valet parking service, and bellman team.

• Identify and grow opportunities within our client base and collaborate with sales teams to ensure maximum growth secure and regularly measure customer satisfaction.

• Ensure the complete satisfaction of the entire lifecycle of the guest experience and make efforts to recover when expectations fall short.

Private Estate Manager (5 Estates) (May 2020 - July 2021)

Confidential - Pacific Coast Highway - Malibu, CA

• Ensure all properties are fully stocked and staff are advised and prepared for use at any time by the family.

• Project manager for all renovation and maintenance projects including but not limited to general construction, engineers and landscape ensuring efficient scheduling and budget proposals.

• Creation of all household manuals and emergency contacts for each property with continues updates and revisions as necessary.

• Interior designed and stage a $20M property for marketing and sale.

Customer Service Manager Interim General Manager (June 2017 – July 2021)

Atlantic Aviation – Burbank, CA

• Builds, fosters, and maintains a staff of 30 world class customer service representatives (CSRs) through coaching, training, career development, and providing effective written and verbal performance evaluations.

• Negotiates vendor contracts, prepares invoicing, charter quotes, and permits, creates policies, oversees $4M+ in annual revenue, analyzes sales results, financial information including budgets, and multi-departmental forecasts.

• Supports development and execution of sales goals through up-selling incentives and monthly promotions.

• Oversees customer relations with aircraft owners and tenants and creates positive experiences with vision and attention to detail helping engender customer loyalty.

• Follows and implements SOPs, standard operation procedures.

• Supports a work environment and company culture that promotes customer service, staff development, and personal achievement.

• Develops public relations networking events to grow B2B community-based relationships and attends and actively participates in industry meetings, sales events, and trainings.

• Works collaboratively with team members to support projects, objectives, and goals.

• Conducts yearly TSA badge and CSR audits.

Key Accomplishments:

• Consistently exceeded quarterly fuel goal sales by 20%+ for three years running.

• Grew customer satisfaction and loyalty rates from zero to 100% within one year.

• Reduced yearly expense budgets by 75%+ by employing creative budgeting and resource management skills.

Airport Concierge – VVIP Greeter (June 2015 – December 2019)

The Peninsula Hotel – Beverly Hills, CA

• Provided VIP customer and white glove service to guests, business executives, and foreign professionals.

• Delivered dependable clientele communication, maintained confidential information, and identified and capitalized on existing sales opportunities.

Sales Professional (June 2013 – May 2015)

Ralph Lauren – Beverly Hills, CA

• Hosted company sponsored training programs and staff appreciation events, creating team building experiences and culture inclusion.

• Focused on sales, upselling, and portfolio book.

• Led company email marketing initiative resulting in growing store traffic and doubling personal sales.

• Grew sales by 20% by designing and coordinating bi-monthly, special on-site events and incentive programs, and through promoting brand awareness.

• Recognized as Pacesetter (top seller) in department and top cross-seller; consistently exceeded YTD sales forecasts by 20%+ through add-on sales.

Airport Supervisor Ambassador (October 2010 – August 2012)

Emirates Airlines– Los Angeles, CA

• Focused on Middle East royalty and VIP customer service, performing to Emirates highest standards.

• Supervised ground handling company of 20.

• Participated in hiring Emirates Flight Crew of 10 for Dubai Location.

Customer Service Agent (March 2005 – September 2007)

British Airways – Los Angeles, CA

FORMAL EDUCATION

Bachelor of Arts, Human Services (BA) - Degree Human Services

California State University Dominguez Hills – Carson, CA

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