Jonathan Duff Email & Phone Number

New York, Ny, Us

Easton, Pa

- Guided and mentored four operations coordinators to oversee shore excursions on the fleet of 7 river, lakes, and ocean vessels.- Identified new opportunities with long term motorcoach partner to begin operational support with our Great Lakes vessels, leading to a near 10% reduction in bus costs per voyage, increased guest product satisfaction, and deeper product homogeneity to that seen on the U.S. rivers.- Facilitated the development of a half dozen new tours in the Great Lakes region which included the first cruise ship visit to Escanaba, MI.- Coordinated with operations managers to review guest survey data and listened to onboard shore excursion managers’ reports on guest feedback to continually tweak and improve the shore excursion product and tours. - Collaborated with the accounts payable team to help foster a deeper understanding of the processes both the shore excursions department and the accounts payable team while identifying inefficient practices on both sides which resulted in more accurate expense tracking. - Leveraged strong vendor relations to negotiate annual contracts and agreements to minimize tour costs and tour breakeven points. - Presided over the daily, weekly, and per voyage analysis of tour bookings vs. financial break even points while being proactive with decisions to ensure profit maximization.- Supported teammates during various high stakes and pressure filled situations such as vessel deviations and Motorcoach breakdowns, splitting work to meet demands while thinking outside the box to create solutions for the benefit of our guests.

Easton, Pennsylvania, United States

- Assembled the shore excursions operations itineraries of multiple U.S. river traveling vessels and oversaw their successful implementation on a weekly basis.- Guided shore excursion operations managers onboard river vessels on the weekly operations itinerary and cultivated their knowledge of the week’s operations plan.- Furthered onboard guest experience through fielding feedback from onboard management & modifying operations plans in anticipation of guest needs.- Forged successful partnerships with vendors in dozens of unique port cities and secured the support of their team to drive guest satisfaction.- Examined vendor invoices from partners while monitoring accuracy to ensure prompt and accurate vendor payment.

Florham Park, New Jersey, United States

-Amplified sales outcomes through building lasting business relationships with clients and staying in touch with many to win repeat business.-Consulted with business clients on their specific business needs to ensure proper products were presented and business was won.-Capitalized on understanding various government law changes and updates to educate clients and enhance success. -Aligned with multiple partners from other internal departments to maximize cross selling opportunities and increase productivity.-Sustained sales productivity during a pandemic through flexibility and willingness to adapt quickly.

Phoenix, Arizona Area

-Increased customer service bandwith of franchisees by educating hotel teams to maximize use of hotel operating system. -Tuned each training experience to fit the dynamic of each franchisee’s willingness to embrace change and achieve success. -Provided clear direction, communication, and follow-up action leveraging tools and programs like Salesforce and Confluence. -Ensured continued success by conducting follow up interviews with recently onboarded hotels.

Bethlehem, Pennsylvania

- Audited and corrected front desk practices to successfully earn the AAA Four Diamond Hotel distinction in 2017 and 2018. - Tracked guest comment and customer service scores and reviewed daily 1:1 to emphasize a customer-centric team culture, resulting in a 7% increase in customer service scores.- Developed new front office labor management processes allowing real-time payroll tracking to minimize unnecessary overtime that was manually and inefficiently tracked previously.- Established an employee incentive program tied directly to guest satisfaction and work performance, rewarding employees for exceptional customer service.- Implemented performance improvement plans with the intent of employee growth resulting in increased staff longevity and quality of work. - Empowered and mentored a team of supervisors to oversee leadership functions to enable a more accountable, autonomous, and cross-functional team.

Bethlehem, Pennsylvania

- Maximized revenue and occupancy of a 282 room hotel through the daily oversight of room inventory management.- Relied upon as a training resource and coached front desk agents to achieve job and career goals, resulting in improved job performance and longevity. - Mediated guest issues and established resolutions with tact, patience, and empathy leading to an increase in guest loyalty.- Helped bridge gap which existed between hotel operations and player development through understanding of needs of both parties via prior marketing experience. This led to a stronger relationship that better served guests.- Adapted to a constantly changing, frenetic, and dynamic workplace to achieve internal career growth.

Bethlehem, Pennsylvania

- Coordinated the execution of marketing promotions in accordance with Pennsylvania gaming regulations. - Supervised and oversaw a team of marketing representatives and provided on spot coaching that led to enhanced guest satisfaction.- Aided player development hosts through issuance of casino complementaries/other guest specific requests

State College, Pennsylvania Area

- Supervised the operation of a floor within Beaver Stadium’s luxury suites and individualizing services issued on a per suite basis to exceed needs of various clients.- Administered and orchestrated banquet serving teams to successfully carry out banquet events of varying scope and scale.