Elizabeth Herrmann Email & Phone Number

Denver, Co, Us

• Craft upscale travel itineraries for Moterra guests, customizing according to interest and activity level• Uphold the highest standards of customer service, organization, and attention to detail, directly contributing to over 800 5-star Google reviews• Manage and lead new itinerary development for California and the Pacific Northwest

Denver, Colorado, United States

• Spearheaded travel and project management planning for high-end domestic and international travel• Compiled travel requirements and researched costs and convenience to ensure timeliness andbudgetary adherence• Coordinated globally with guests, subcontractors, stakeholders, hotels, resorts, and private villasto assure top quality

Europe, Asia, Caribbean, North & Central America

• Guide exceptional, customized experiences for luxury travelers in 15+ countries worldwide• Onboard 300+ customers annually, using systemized communication and live feedback to establish relationships and set the experience up for success• Autonomously direct logistics, local teams and a budget up to $200k both domestically and internationally• Earn consistent top performance ratings among 500+ leaders worldwide; average a personal customer satisfaction score around 99% for over ten yearsDestinations: Switzerland, France, Italy, Germany, Ireland, Spain, Austria, Czech Republic, Iceland, Slovakia, Hungary, The Netherlands, China, Indonesia, Costa Rica, St. Kitts & Nevis, Canada (British Columbia, Québec) and United States (Washington, Oregon, California, Arizona, Utah, Colorado, South Carolina, Georgia, New York, Vermont, Maine)

Berkeley, Ca | Salt Lake City, Ut | Paris, France

• Collaborated remotely with leadership team and CEO to streamline global hiring process during period of high growth from 20,000 to 50,000 customers• Screened and interviewed 200-400 field staff candidates/year from 2000+ applicants, utilizing Salesforce, Applicant Tracking Systems, VidCruiter and custom backend software• Conducted up to 10 day-long group interviews annually in Europe, Canada and the USA with cohorts of 30-60 candidates• Developed, refined and facilitated intensive two-week onboarding for new hires, consisting of 25 enablement initiatives including HR (policies, benefits, payroll), information technology, customer success and conflict management• Designed detailed playbook for new hire onboarding; successfully enabled mentor teams to deliver world-class, comprehensive training to 75 employees over 10 days• Supervised 10-15 employees, empowering them to reach full potential through genuine relationship building, individualized mentoring and ongoing professional development• Optimized training content and processes, contributing to an all-time employee performance high of 9.8/10 and increased employee retention from 85% to 88%• Facilitated full-cycle interviewing, hiring, onboarding, training and evaluation for 25-50 new hires annually, customizing content based on employee needs

Europe & United States

• Chaired the project design and oversaw quality standards of 20+ multi-adventure travel experiences in Switzerland, New England and the American Southwest, upholding Backroads’ values and brand• Interpreted performance data and client feedback to support product enhancements; raised regional scores more than 6% to a CSAT of 95• Expanded regional product offerings by over 250% over four years• Managed up to 25 staff in a region generating $1-2M in annual gross income• Crafted over 20 well-designed playbooks with internal processes to scale the impact of training and guarantee consistent, high-quality product offerings from all field staff• Scheduled and maintained rotating fleet of equipment valued at $500k

Seattle, Washington, United States

• Directed all guest-facing activities (safety procedures, talent introduction and contests) for Argosy Cruises' annual Christmas Ship Festival• Mediated conflicts with passengers and crew• Delivered both improv and scripted speeches to crowds of 300-400 (onboard) and 1000+ (broadcast to shore)

Bartow, Wv

• Implemented innovative programming which resulted in over 200% camp growth from 2006 to 2009• Trained, supervised and evaluated diverse international staff of 20-25 employees• Coordinated and executed all logistics of summer camp program• Redesigned activity registration process resulting in 50% greater employee productivity• Built partnership with the KIPP schools of Washington, DC for an annual outdoor education trip and camp scholarship program• Developed and maintained relationships with parents and campers through outreach, promotional events and written communications

Master Of Science - Ms, Administration

Activities and Societies: Rho Phi Lambda, Ultimate Frisbee club Summa Cum Laude, 4.0 GPA

Bachelor Of Arts - Ba, Communicative Arts - Public Relations

Activities and Societies: Ambassador Club, College Band, The Sword, New Friends, Clarinet Quartet, Residence Life Council, Intercollegiate.