Hi, I’m Bonnie!

YMT Vacations, Remote, 3/2022 – 1/2025
Adult tour operator specializing in affordable group travel for mature Americans with worldwide scheduled departures.

Senior Operations Manager

• Provided leadership and strategic direction to the remote Global Operations team, (Air Ticketing, Product Specialists and Tour Operations Managers), including overseeing all tour logistics and ensuring the delivery of exceptional experiences

• Collaborated across departments to drive operational performance by identifying areas for improvement, best practices and led the implementation of consistent systems across regions to streamline and standardize processes

• Partnered with Finance and Accounting teams to ensure all financial aspects of each tour, (invoices, credit cards, advances), are reconciled by reviewing profit and loss statements and gross margin reports

Tour Operations Manager

• Responsible for post-pandemic rebuild of department and tour operations of 60+ itineraries worldwide

• Effectively trained, led and motivated a remote team of 50+ including Tour Coordinators, Tour Cost Analysts, Seasonal Employee Tour Directors and Independent/Contracted Tour Directors and delivered one of the highest eNPS in the org

• Crafted and implemented efficiency procedures in collaboration with other departments which positively impacted employee and guest experiences, resulting in an NPS increase of more than 110%

American Cruise Lines, Shipboard, 10/2021 – 01/2022
Largest river and small-ship cruise line in the US, providing a luxury cruise experience to adults on US waterways.

Excursions Director (Seasonal)

• Accountable for all shore excursions and transfer operations, external vendor/operator communications, brand ambassadorship, sourcing new excursion offerings and representation on excursions

• Drafted a training manual and implemented efficiency strategies to improve the guest and crew experiences

Southwest Adventure Tours, Remote, 05/2021 – 07/2021
Adult tour operator specializing in luxury scheduled or custom small group travel throughout the western US.

Operations Administrator (Contract)

• Brought organization and large-scale operations experience to this small but quickly growing company

• Implemented tour codes, drafted procedures, created manuals, regained trust and confidence with partners

• Standard travel ops tasks including but not limited to: rooming lists, contracting, availability and account reconciliations

Xanterra Travel Collection, Remote, 11/2020 – 04/2021
Park and resort management company providing concession services within several US National Parks.

Talent Specialist (Seasonal - Winter)

• Interviewed and hired 100s of seasonal employees to work in Recreation, Reservations, Hotel Operations, Food and Beverage and Accounting for Yellowstone and Glacier National Parks

• Utilized iCIMS software to review resumes, track applications and document candidate communication

G Adventures, Henderson, NV, 12/2019 – 03/2020
Adult tour operator specializing in small group travel with worldwide scheduled departures.

Operations Coordinator, USA & Canada and Emergency Tour Guide (Covid Related Layoff)

• Actioned rolling bookings for campgrounds and hostels while staying within budget and strengthening vendor relationships

• Worked with National Park Service on Commercial Use Authorizations (CUAs) and reporting for over 15 National Parks

• Communicated process improvement opportunities to management and helped streamline reporting processes

• Traveled on short notice to lead a Mardi Gras 2020 tour and garnered some of the highest reviews of the season

Holland America-Princess | Alaska-Yukon, Skagway, AK, 04/2019 – 09/2019
Adult tour operator specializing in cruise-tour group travel in Alaksa and the Yukon Territory, Canada.

Supervisor, Tour Directors (Seasonal - Summer)

• Supported over 50 tour directors traveling throughout remote areas of Alaska and the Yukon Territory, Canada

• Conducted tour briefs, quality control audits, debriefs, performance coaching, check-ins and review of guest survey comments/scores as well as end-of-season staff evaluations

• Partnered with other lines of businesses such as transportation, food and beverage, hotel operations as well as shipboard hotel and guest services teams to ensure a positive guest experience

• Improved resources and clarified policies and procedures which positively impacted employee and guest experiences

Aspen Snowmass, Snowmass, CO,   11/2018 – 03/2019
Ski Resort and hospitality company that operates several mountains in the Roaring Fork Valley of Colorado.

Group and Tour Services (Seasonal - Winter)

• Built, maintained and expanded relationships with domestic and international tour operators, travel agents, lodges and group leaders by assisting with compiling orders for lift tickets, rentals and lessons

• Worked closely with sales, accounting and ski school operations departments to ensure positive experiences

Glacier Park Lodge | Pursuit - Glacier Park Collection, East Glacier, MT,  04/2018 – Present

Guest Services Manager
• Developed the idea for this organization and project assistance company and then brought the company into existence
• Provide regular and on-call assistance in various accounting and administrative capacities during times of need, such as times of unexpected work and flow peak seasonal periods (Ex. accounting support to CPAs during tax season)

The Project Buddies LLC, Hackensack, NJ, 04/2008 – Present

Founder/Owner/Project Manager 
• Developed the idea for this organization and project assistance company and then brought the company into existence
• Provide regular and on-call assistance in various accounting and administrative capacities during times of need, such as times of unexpected work and flow peak seasonal periods (Ex. accounting support to CPAs during tax season)

insightCuba, Remote, 11/2016 – 10/2017
Cuba Operations Coordinator
• Supported the Director of Cuba Operations with functions related to the smooth and efficient operation of the tours in Cuba
• Managed logistics for all tours, including but not limited to: rooming lists, itineraries, operating funds, flight manifests, etc.
• Main contact for domestic and international Tour Leaders- scheduling, invoice processing, and operational updates
• Developed and maintained positive relationships with Cuban Agencies, Travel Agent partners, and internal departments

WorldStrides, New York, NY, 10/2015 – 06/2016
Assistant Manager, Tour Central New York
• Supported over 100 field staff as they guided student/educational tours throughout New York, Philadelphia and Boston
• Assisted in resolving on-tour issues as they arose
• Developed and maintained relationships with vendors in various lines of business to ensure a positive tour experience
• Revamped entire on-boarding and training processes for all seasonal staff: interviewing, new hire paperwork, handbooks, facilitation of training sessions, as well as streamlined procedures and clarified policies

Working Holiday Visa Holder – Australia & New Zealand, 09/2014 - 07/2015
Temporary Contractor
Hudson Global Recruitment/Temp Agency, Receptionist, Melbourne, 05/2015 – 07/2015
• Performed general front of house duties: answered phones, greeted visitors, booked meetings and updated manuals

People2People Recruitment/Temp Agency, Workplace Resources Coordinator, Sydney, 09/2014 – 04/2015
• Supported WPR Manager and Senior Director with visa procurement, meeting notes and presentation decks, invoice validation and processing; record keeping (data entry) and reporting; drafting and updating process documents

AAA Washington, Bellevue, WA , 01/2013 – 05/2014
Member Services Representative/Dispatcher
• Provided membership information, enrolled new members and ensured proper recording of billing and payments
• Answered the Emergency Roadside Assistance line, obtained information, and dispatched the appropriate type of service
• Took initiative to develop streamlined training materials and was nominated to assist in training new team members

The Walt Disney Company, Disneyland Resort, Anaheim, CA,   01/2011 – 01/2013
Guest Relations Hostess
• Charged with being a resort expert with the knowledge and ability to answer both guest and cast member questions either in person or over the phone (Including, but not limited to: services for guests with disabilities and selling and upgrading tickets)
• Demonstrated compassion and resourcefulness in difficult situations and creatively solved guest challenges, especially when communicating with guests from all over the world
• Ability to remain calm during complex and fast-paced situations, including times of crisis (such as earthquakes, medical emergencies, guest concerns, etc.) while continuing to provide outstanding guest service

VIP Hostess and Tour Guide
• Delivered personalized tours for families and groups of up to 40 guests, (including high-profile VIPs), throughout the resort, while working both independently and as part of a team
• Ability to think quickly and overcome obstacles by partnering with other divisions to ensure a seamless experience for guests

Trainer
• Served as the on-the-job trainer for new Guest Relations cast members in the City Hall and Resort Park Ambassador Roles
• Facilitated training on the topics of cash handling, guest service, guest service recovery, guest approach and interaction, company history, standards of service and technology/software use

City Hall Working Lead/Supervisor
• Responsible for the day to day operation of City Hall, PBX/Switchboard, Baby Care Center, Make-A-Wish Foundation’s Wish Lounge and Info/Tip Board, while motivating a team of 20+ cast members with various levels of experience
• Maintained a cash bank/fund of $65,000 and ensured proper recording of transactions

Staybridge Suites, Anaheim, CA, 03/2011 - 11/2011
Front Desk/Concierge
• Performed all front desk and concierge services associated with a Disneyland Good Neighbor Hotel with 143 suites (Including, but not limited to: making hotel, dining and transportation reservations, posting charges, cash handling, checking in, checking out and travel planning assistance).

• Partnered with other departments, to resolve any issues.

Montclair State University, Montclair, NJ, 05/2010 - 06/2010 Global Education Office, Special Projects Assistant (Temporary)

• Develop a comprehensive study abroad peer advisor/alumni program

• Perform internet research, review available NAFSA resources as well as conduct e-mail surveys and focus groups

• Develop marketing materials and other resources such as flyers, PowerPoint presentations and funding options pamphlets

• Create program comparison spreadsheets, including areas and languages of study offered  

Edgewood Country Club, River Vale, NJ, 10/2007 - 01/2008
Accounts Receivable/Special Projects Coordinator (Temporary)

• Responsible for daily accounts receivable transactions including reconciliations and postings

• Create job descriptions and reference manuals for each position within the Accounting Department

• Create spreadsheets and documents to streamline procedures as well as developed a purchase order system

• Train co-workers to use Microsoft Excel and Word programs                                                     

B. Puntasecca Contractors, Inc., Hackensack, NJ, 09/2007 - 01/2011
Business Manager (F/T)/Office Assistant (P/T)
• Responsible for new hire orientation and payroll management, as well as accounts receivable and accounts payable

The Walt Disney Company, Lake Buena Vista, FL, 06/2006 - 09/2007
Special Events Management/Marketing, Coordinator
• Developed high level/confidential presentations such as event virtual tours, festival program offerings and venue analysis
• Conducted research related to events, special guests/chefs, competitors and target market (for the Brand Marketing Team)
• Organized and managed weekly meetings/work sessions for new and signature events

College and International Programs Office (@ Epcot®), Coordinator
• Coordinated and executed both onstage (with park guests) and backstage (employees only) special events
• Led service learning trips/experiences for participants including visits to local schools

College and International Operations Office, Event Planning Professional Intern
• Supported over 5,000 domestic and international high school and college students in each facet of their “Living - Learning - Earning” program experience, as well as developed efficiency strategies to improve the overall operation.
• Planned, marketed and executed housing programming/events for participants while remaining within budget
• Researched, organized and led field trips/excursions to various points of interest in the surrounding areas
• Partnered with various departments: Recruiting, Education, Housing, workplace leaders, Property Management, as well as Immigration Compliance, to achieve goals and improve the experience for all participants

The Health Spa 2, Paramus, NJ, 02/2000 - 08/2005

Administrative Assistant to Controller

• Assisted the Controller in directing all aspects of the organization’s accounting and human resources functions including: purchasing, payroll, accounts payable, accounts receivable, interviewing and training 

• Developed and maintained program for bad debt recovery and collections Inter-department floater utilized by: Aquatics Program Office, Party/Events, Front Desk and Physical Therapy Reception                              

Fairleigh Dickinson University, Teaneck, NJ, 04/2008 - 07/2009
Master of Administrative Science
- Certificate: Human Resource Administration
- Certificate: Global Leadership & Administration
- Certificate: Nonprofit Organizational Development
- Certificate: Law and Public Safety Administration

Monmouth University, West Long Branch, NJ, 09/2002 - 05/2006
Bachelor of Science in Business Administration, Concentrations: Management and Marketing

OTHER EDUCATION:

Edmonds Community College, Lynnwood, WA, 09/2013 - 06/2014
Certificate in Hospitality and Tourism
Destination Specialist Certifications: North America, Europe, Southeast Asia & South Pacific

Bergen Community College, Paramus, NJ, 01/2010 - 05/2011
Certificate in Event Planning and Management

STUDY ABROAD:

University of Virginia, Charlottesville, VA, 08/2008 - 12/2008
Study Abroad Experience - Semester at Sea

Global studies program including travel to 12 countries around the world.
(Brazil, Namibia, South Africa, India, Malaysia, Singapore, Vietnam, Cambodia, Hong Kong/China, Japan & Costa Rica)

The American University of Rome, Rome,Italy, 05/2005 - 06/2005
Study Abroad Experience

College Consortium for International Studies/CCIS
Coursework: Elementary Italian I and New Product Development and Management 

PROFESSIONAL DEVELOPMENT:
American Red Cross, 09/26/2016
Certificate in Adult and Pediatric First Aid/CPR/AED (Expires 08/26/18)

Disney University, Lake Buena Vista, FL & Anaheim, CA, 08/2003 - 12/2012
Disney Cast Member Training: Train the Trainer; Put a Smile in Your Voice; Preventing Workplace Harassment; Cash Handling; Serving Diverse Guests, Sharepoint Training, Facilitation Skills Basics and Safety in Motion.

NAFSA: Association of International Educators, 06/2010 – 11/2009
Campus & Community Programming for Intercultural Learning (8-hours)

• F-1 Student Advising for Beginners Workshop (8-hours)

• Education Abroad Advising Workshop (12-hours)   

Proficient with Microsoft Office Systems (including Word, Excel, PowerPoint, Access, Outlook and SharePoint), RCM Club Management System, QuickBooks, MAS90, CIRIS, OPERA/Extended Stay, Galaxy and Apollo.  Ability to type 60+ words per minute.