Strategic and operational responsibility for Clipper’s Marine Operations, Engineering, Product Development, Sales, Marketing, Reservations Operations, Customer Service, IT, and Food Services.Initiated yield management practices that resulted in an 8% YOY increase in fare revenue.Developed a strategic relationship with local Victoria First Nations resulting in the formation of a joint venture food service operation and apprenticeship program.Spearheaded the streamlining of the passenger experience to include online check-in, paperless scanning and maximization of terminal resources resulting in significant Net Promoter Score improvement.Collaborated with the Victoria tourism industry, Victoria City Government, B.C. Provincial Government and the Canadian Federal Government to gain support and funding for a new Victoria ferry terminal. Introduced and implemented an automated customer response program allowing for immediate customer insight.Led the initiative to create and implement a mobile responsive booking website leading to increased web transactions.

Directed efforts of inside sales and operations teams serving B2B and B2C clients for customized, international, FIT and Groups products during a period of business contraction. Consecutive 30% year over year company growth.Refined and developed performance based management and incentive programs for both FIT and Group Sales agents that contributed to a doubling of sales production by agent.Fostered relationships with travel partners, including wholesale agents, travel agents and affinity organizations. Collaborated with Marketing Director to create effective marketing strategies for niche and mainstream markets.Managed all air and document operations.Provided data and analysis to assist in the setting of budgets and forecasting of revenue for Groups and monitored financial and operating progress to achieve corporate goals.

Managed the tour operations for an internet based, independent shore excursion company with tour operations in over 150 ports worldwide, including systems development, product development, marketing, vendor relations and call center oversight. Set pricing and managed yields for shore excursions and pre/post cruise products.Set pricing and managed yields for shore excursions and pre/post cruise products.Significantly expanded shore excursions product offerings in Alaska, Mexico, Caribbean, Hawaii and Europe which contributed to a 100% revenue growth in a period of just two years.Developed and cultivated the relationship with Expedia, Travelocity, National Leisure Group, AAA Washington, AAA Auto Club South, and Travel Leaders including initial sales agreements, staff training and continuing relationship management. Aggressively expanded company mailing list and strategic sales strategy by over 200% .Planned and executed sales presentations to clients and agencies.

Directed the cruise line ground handling operations for five major cruise lines with operations in Vancouver, B.C., Seattle, San Francisco, Los Angeles, San Diego, Galveston, Baltimore, and Ensenada, Mexico with a peak staff of over 600 employees.Prepared profit/loss analysis and maintained accurate records of all proposals. Handled all sales, contracts and client relations for Princess Cruise lines, Holland America Line, Cunard Line, Royal Caribbean Line, Celebrity Cruise Line and Norwegian Cruise Line.Cultivated relationships with all levels of cruise line clients from corporate directors to all onboard ship officers and staff.

Oversaw the operations, maintenance, sales, marketing and accounting functions of a $15million gross revenue, 250-employee, 120 vehicle , motorcoach tour and charter company in Seattle, Washington and simultaneously managed all aspects of a $1.5 million gross revenue, 30-employee, 20 vehicle seasonal charter bus company in Vancouver, B.C.Negotiated 3 collective bargaining agreements with the local driver and maintenance personnel labor union and managed the day-to-day union management relationship including the hearing and settlement of grievances. Stabilized a high supervisory/management staff turnover through goal setting, employee development and strong leadership.Prepared and managed revenue and expense budgets for Gray Line of Seattle and Horizon Coach Lines.Implemented a resource-based yield management system to maximize margins during peak demands.Developed monthly expectations and performance analysis for direct presentation to the CEO of Holland America Line.