ANN SMETS-COLES
Mortsel
Summary
A Hospitality natural with overall skills in team leadership focused on achieving high quality product, on-time deliveries, profitability goals and happy guests. A proven expert offering specialties in guest relations, operations management and developing plans and procedures, which resulted in successful relations with 3rd party agencies worldwide. A “problem solver” by nature with the ability to see the “big- picture”.
A resourceful Travel Professional passionate about providing dream experiences in International travel. Strong research background and love of all things travel. Extensive career in tourism working with clients pursuing unique vacation adventures.
Additional education as a certified Integrative Wellbeing Coach, with a mission is to Integrate the passion for the Hospitality & Travel Industry with the Wellness sector.
A great lover of the outdoors, nature and finding a good balance in life.
Overview
28
28
years of professional experience
Work History
Front Desk Manager
ELIGIO
Antwerp,Belgium
- Responsible for administrative organization of various departments
- Translation work
- Performed detailed information and audit reports
- Managed over 80 customer calls per day
- Managed office operations while scheduling appointments for department managers
FREELANCE INTEGRATIVE HEALTH & WELLBEING COACH
01.2013 - Current
- Assisted clients in finding new ways to inspire healthier habits.
- Provided comprehensive, empowering, and professional Lifestyle coaching programs so members remain motivated to attain personal health and fitness goals.
- Coached clients by developing health goals and action plans
FREELANCE CRUISE MANAGER
MULTIPLE CRUISE COMPANIES
Uniworld, Scenic, Vantage Deluxe Travel, Viking
02.2003 - 02.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- First point of contact for all guests onboard River/Ocean cruises
- Cross-trained existing employees to maximize team agility and performance.
- Partnered with vendors and suppliers to effectively manage and budget.
- Used consultative sales approach to understand customer needs and recommend relevant offerings and future cruise sales
- Managed over 120 guests per Cruise
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reportings
- Worked flexible hours across night, weekend and holiday shifts
- Managing and directing Land extensions of guests
- Led team and played key role for all organization and information of shore excursions
Product Delivery Manager
SCENIC LUXURY CRUISES & TOURS
South
01.2017 - 01.2018
- Responsible for overall performance and quality of Scenic Cruise operations in SE Asia
- Managing Cruise/Hotel Managers, Departments Heads & Phnom Penh Office directly
- Responsible for development of on-board Spa services, including training Spa therapists. Recruitment, preparations, & allocations
- Training & performance management of ship's crew both on Mekong & Irrawaddy Rivers
- Accountability, budgetary goals strictly adhered to & ensuring optimum overall cruise experience to all guests along with operational efficiency, service standards & its delivery within compliance of Scenic company standards
- Responsible for Product development & Tour Director Activities.
- Used critical thinking to break down problems, evaluate solutions and make decisions
Additional Work Experience
Hospitality Industry
- Disneyland Paris: Guest Relations Agent
- Sabena Airlines: Flight Attendant
- Hilton Hotels: Belgium, Egypt
- Al Bustan Rotana Hotels: Dubai
- American Tours International: USA - Tour director
Education
BACHELOR'S - LANGUAGES, PUBLIC RELATIONS, HOSPITALITY
ELITESCHOOL
ANTWERP, BELGIUM06.1991
Skills
- Office Management
- Staff Training
- Hospitality Management
- Cross-Selling and Upselling
- Market Research
- Registration Processing
- Customer Service
- Travel Package Documentation
- Travel Planning
- Global Destinations
- Selling Skills
- Public Presentations
- Health and Wellness Education
Languages
Dutch
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
French
Advanced (C1)
German
Intermediate (B1)
Timeline
Product Delivery Manager
SCENIC LUXURY CRUISES & TOURS
01.2017 - 01.2018
FREELANCE INTEGRATIVE HEALTH & WELLBEING COACH
01.2013 - Current
FREELANCE CRUISE MANAGER
MULTIPLE CRUISE COMPANIES
02.2003 - 02.2020
Front Desk Manager
ELIGIO
Additional Work Experience
Hospitality Industry
BACHELOR'S - LANGUAGES, PUBLIC RELATIONS, HOSPITALITY
ELITESCHOOL
Hobbies
Writing:
I am an author of Low Content Journals and ebooks. I love to coach people to become a better version of themselves
Sports, Meditation and Certified Aromatherapist
Hobbies
Writing:
I am an author of Low Content Journals and ebooks. I love to coach people to become a better version of themselves
Sports, Meditation and Certified Aromatherapist
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