Ian Lyne Email & Phone Number

Sydney, New South Wales, Australia

Leading the Aus/NZ reservations team to new levels of success as we drive customer focused sales. Ensuring the team provide a high level of personalised service we aim to grow and become a well-loved brand in the region.

Sydney, New South Wales, Australia

• Lead the customer service team to provide genuine, personal and reliable responses full of integrity.• End-to-end customer experience design which involves working with all departments to improve our service.• Be the Voice Of The Customer and use multiple metrics to determine risks and opportunities in the customer's journey• Design, implement and continually develop the active customer retention strategy• Maintain high standards of customer service, never falling below a customer service rating of 4.6/5 stars

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

• Lead the South Pacific team to success by exceeding overall quality goals for all South Pacific itineraries. This involved increasing product review scores by over 8%, the first time in 5 years. These scores are based on direct customer feedback.• Relaunched 3 new products simultaneously in 2020. This involved a large scale overhaul of suppliers, marketing, product training and budget management. Results were record high scores for the first quarter of 2020.• Major alterations to product offering within more restrictive budgets. I was able to negotiate new and existing supplier rates to reduce the product cost by 5%.• Provided coaching for partnered suppliers so our product offering was unique and personalised to our customers.• Manager of two office teams, a total of 7, to be united in our goal to drive the region's scores positively.• Responsible for recruiting, training and coaching a contractor base of 70+ tour leaders. All new contractors recruited during my tenure became top performers and leaders amongst the tour leaders. Tour leader performance scores increased by 10%.• Lead the operations team to organise and execute annual tour leading training conference and ongoing coaching sessions.• Permanently on call to resolve customer emergency scenarios and provide customer service for escalated issues. • Created new tour leader procedures and training program to drive successful results from their first guest interaction. This was then used as a template worldwide.• Created a new scheduling system for tour leaders to be more efficient and provide better customer service. Scheduled over 200 departures for the year across 70+ tour leaders.

Sydney, Australia

Leading the Australian and New Zealand teams in delivering excellent adventures for American travelers over 50.

Sydney, Australia

Responsible for raising the quality of the Trip Experience Leaders and Program Directors for Overseas Adventure Travel and Grand Circle Travel. I manage a team of 35+ Trip experience leaders. This involves hiring, training, coordinating the schedule, delivering feedback and coaching, developing the product delivery, product development, training and more.

Toronto, Ontario, Canada

Trained in the consultative sales process (CSP).Analyse industry trends.Plan and lead small to large-scale B2B and B2C events.Organise product trainings and specialise to suit clients needsStrong knowledge and daily use of Sales Force (CRM) to track sales activity, trends and identify new business.Well versed in Microsoft Office.Find and co-ordinate new regional marketing initiatives to increase brand awareness.Excellent time management and organisational skills.Deliver well researched, clear, customised and engaging presentations to a wide variety of audiences.Manage budget for marketing and financial reporting.ROI tracking and analyse results.Meet and exceed monthly and annual targets and KPI's.

Neutral Bay, New South Wales, Australia

Travel consultant focussing on adventure travel and small group tours

Europe

Organise and Manage groups of 53 young adults on tours around Europe ranging from 9 - 46 days with expert knowledge in 33+ countries in order to give‭‭ them the experience of a lifetime.Specialist training in Russia, Scandinavia, The UK and Ireland.

Castle Hill, New South Wales, Australia

Manager on Duty for the Hotel and lead the front desk team. Checked in and out guests and assisted with general enquiry. First response for emergencies and alarms. Handled guest feedback and managed staff on a day to day capacity.

Queenstown, New Zealand

Lead the front office department. Created procedures for Check In and out, managed rosters and general staff requests within my team. Was the key point of contact for all activity suppliers and and partners. Negotiated Commission levels for the hotel and drove sales by organising trainings. Lead activity sales and organised guest schedules. Attended guest cocktail evenings to build repore and increase booking portfolios.

Sydney, Australia

Key point of service and contact for guests. working a changing shift roster, I would assist guests with check in and out, local knowledge and general enquiries. Representing the face of the company and maintaining a constant professional appearance and demeanor.

Great Barrier Reef, Queensland

Greeting guests on arrival to the Island and delivering luggage to the guests rooms. Light vehicle maintenance and cleaning. Providing excellent customer service at an above 5 star standard.

Sydney, Australia

First and last point of contact for guests. Assisted with parking vehicles, delivering luggage and messages and answering any queries.

Bachelor Of Business Majoring In Hotel Management

Activities and Societies: Student Mentor

High School Certificate, High School Certificate

School Certificate