Eric Long Email & Phone Number

Louisville, Ky, Us

Louisville, Ky, Us

New Albany, Indiana, United States

Fort Lauderdale, Florida, United States

- Company SME, assigned projects across multiple functions to identify process gaps, streamline workflows and enable teams’ efficiencies- Collaborated across data team and external vendors to eliminate reporting errors- Drove efforts for AQV integrated reporting with the greater Hornblower Group- Leading rollout and system integration optimization with Salesforce taskforce team- Initiated adoption of Tableau to automate sales reporting tools to support field sales and trade partners- Strategized with revenue management teams on pricing structures and promotional initiatives- Optimally managed staff across three teams; Support Services, Guest Relations and Air Desk- Provided ongoing revenue management support for Shore Excursions Department- Liaising with Marketing, improved guest journey marketing automation touchpoints- Territory remapping in all systems for Sales Team

Fort Lauderdale, Florida, United States

Department leader, providing guidance and insight to ensure strong performance across three team units; Operations, Development, Support- Audited and developed efficiencies across all operating systems to streamline product development- Created revenue management dashboards, providing recommendations to increase PPD- Scoped project plan to re-launch an integrated excursions web booking flow- Spearheaded end-to-end project management ownership for all Viatour platform change requests

Fort Lauderdale, Florida, United States

People manager and leader for the department's marketing initiatives, reservations processes, training and data analysis- Owned all department marketing efforts, including creative, copy, fulfillment, and distribution- Effectively managed reservations system and team members- Oversaw department product and staff training programs- Responsible for NPS, survey reporting and analysis- Increased overall excursion sales through strategic marketing initiatives- Created workflows for marketing tasks to provide efficiency and visibility to all stakeholders- Built team systemic efficiencies by transitioning inbound calls to contact center- Directed PMS shore excursions module transition onboard vessels- Successfully led telephony vendor onboarding

New Albany, Indiana, United States

Recognized company leader, directly impacting American Queen Voyages’ commercial success from 2015 – 2021- Company-built leader with cross-functional responsibilities in sales, marketing and shoreside operations- Provided leadership, guidance and support to 40+ staff across multiple teams- Oversaw department KPIs, including conversion, revenue growth, call handling and guest satisfaction- Provided annual department budget forecasts- Led the organization’s inbound, outbound and onboard sales operations, surpassing $100M in revenue in 2019- Supported revenue management, identifying opportunities to drive revenue and conversion- Collaborated with inventory management to maximize cabin yield and identify upsell opportunities- Developed and managed key reporting tools- Launched and owned guest loyalty program, processes and promotions- Facilitating project manager for numerous initiatives including COVID-19 action plan, multiple facility relocations, platform changes and vendor changes- Managed reservation data migration, contact center integration, product knowledge transition and marketing collateral distribution during the Victory Cruise Lines acquisition

Memphis, Tennessee, United States

Management of contact center service, support and QA teams- Managed three contact center teams, including supervisors and agents.- Managed onboard sales operations- Worked with inventory management to resolve service issues- Completed various growth projects and policy development initiatives- Implemented quality assurance team for performance improvement

Memphis, Tennessee, United States

Supervised the day-to-day operations of guest services and support teams.- Managed daily operations of inbound service and back office support teams- Monitored KPIs and provided guidance and mentoring to improve guest experience- Created and implemented QA program for contact center- Developed numerous company policies to address growing needs

Memphis, Tennessee, United States

- Handled incoming sales calls from prospective guests, educating them on the product and then closing the sale- Emerged as a top performer upon hire- Promoted to supervisor role two months into the position

Onboard

Shipboard senior officer, leading and managing daily operations- Second in charge of hotel operations, reporting directly to the Hotel Manager and serving as relief- Managed all shipboard bookkeeping including passenger accounts, payroll and local purchasing- Revenue manager for ancillary onboard sales- Recruited, hired, trained and managed a team of three hotel front desk staff- Managed gift shop operations including ordering, pricing, inventorying and marketing- Daily F&B and Housekeeping audits- Processed guest survey results, developed and distributed reports to monitor KPIs and NPS- Managed and coordinated local vendors and services- Emergency Evacuation Leader- Promoted to Relief Hotel Manager in 2015- Created and implemented gratuity and PPD financial reporting fleetwide- Trained as onboard drug testing facilitator

Onboard

Controlled all shipboard financial operations including passenger accounts, payroll and purchasing. Handled all customs and immigration clearance as well as crew administration. Reduced crew travel expenses by 30% year over year. Promoted to Hotel Director prior to vessel shutdown.

Onboard

Responsible for the successful operation of the onboard Land Program Operations and Sales including concierge services. Across three vessels, I worked with over 50+ tour operators around the globe planning and developing unique shoreside experiences. With a team of three staff and up to ten tour escorts, the department consistently received high scores on guest surveys under my leadership. Superb performance reviews and exceeded budgeted revenue by 30% during my last contract. Completed cross-training for an onboard Senior Accountant role to learn shipboard financial procedures including payroll, forecasting, and revenue management.

Onboard (Seasonal)

Successfully developed and implemented first summer youth program for the company. Cross-trained for the Shore Concierge Department during this seasonal position.

Onboard

Responsible for the safety and entertainment of young guests during their cruise vacation. Took a lead role providing direction and guidance when seasonal staff were onboard.

Onboard

Responsible for the safety and entertainment of adult guests during their cruise vacation.

Onboard

Responsible for the safety and entertainment of young guests during their cruise vacation. Promoted to an Assistant Cruise Director after this seasonal contract was complete.

Top Gear

Leadership development designed to build from the monthly learning in a collaborative environment with other business managers looking.

Certificate, Gear Management Training

Bring out the best in your Managers/Leaders in this 12-course program targeted at building and creating an accountable learning.

B.S., Business Administration, 3.7 Gpa

Activities and Societies: Phi Beta Lamda

B.A., 3.5 Gpa