Karen Dermody Email & Phone Number

Killaloe, County Clare, Ireland

Torremolinos, Malaga, Spain

Employed in a very busy Irish bar in a popular tourism destination providing a warm reception, exceptional customer service and high levels of hospitality skills to create a welcoming, fun and unforgettable experience for customers• Mixing and serving both alcoholic and non-alcoholic drinks for patrons by following bar recipes and procedures• Upselling customers from shelf to premium brands to help boost sales• Following alcohol awareness procedures for preventing intoxication and handling intoxicated guests• Operating cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions• Ensuring all areas of the bar, terraces and toilets are kept clean and tidy

Spain

Employed dedicated standards of excellence in customer service, building relationships with customers and co-workers and utilising effective hospitality skills to provide a positive, memorable and satisfying dining experience in a very popular and busy restaurant• Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.• Collaborated with owners and General Manager to improve productivity of operations• Created positive work environment for employees and delivered exceptional customer service• Coached staff on strategies to enhance performance and improve customer relations• Developed and mentored team members to provide hospitable, professional service while adhering to established service models• Delegated work to staff, setting priorities and goals• Managed booking and event requests from customers in person, on the phone and by email ensuring all requests were entered into the booking system correctly• Completed thorough opening, closing and shift change functions to maintain operational standards each day• Assisted the General Manager with multiple different administrative tasks when requested

Copenhagen, Denmark

Worked with the Trade Marketing and Publicity Executives to design, plan and execute the Marketing and Publicity programmes across the Nordic markets delivering results to meet and exceed targets• Sourced and produced content for the Tourism Ireland Nordics media room website and for the monthly trade e-zines• Monitored analytics and continuously updated and monitored trade and media databases to improve email open and CTR• Designed, planned, coordinated and managed in-market trade and media programmes and events• Gathered and collated data and information on the behaviours of the outbound Nordic Tourism Markets to be used to inform local marketing planning and strategies• Built and maintained strong relationships with top-tier travel media, bloggers and influencers in the region• Coordinated travel and itineraries for media visits to Ireland• Created engaging content for media releases, social media platforms and newsletters• Monitored media coverage from media trips, in market events and media releases to submit value to internal system for reporting on KPI targets• Provided financial and general administrative support for the Tourism Ireland Nordic office

Portumna

Utilised a strong customer service focus, relationship building and teamwork skills along with an ability to work quickly under pressure to provide a positive, relaxing and enjoyable dining experience in a busy café atmosphere• Cultivated positive and informative first-name basis relationships with customers• Presented menus and made recommendations based upon customer's preferences• Prepared food and beverages as requested and delivered them in a timely manner• Followed up with customers to ensure that all orders received were satisfactory and took corrective action where necessary• Followed health and safety standard guidelines to ensure highest levels of cleanliness in all areas• Handled cash and card payments by customers as necessary and was responsible for end of day cash reconciliation

Galway

Worked in a busy start-up environment with a high performing team during the college term and during holidays using communication, time and project management skills to ensure provision of seamless walking holiday experiences for customers• Provided timely information via phone or email to existing and prospective customers• Identified and resolved issues with tour agendas and aided clients with specific requirements• Produced and delivered information packs for clients that complied with established procedures• Managed Hillwalk Tours “Ireland Walks” database on in-house software system• Completed general administration duties – answering phones, sorting post, stock taking as required

Galway

As Above

Leuven, Belgium

Responsible for the day-to-day operations management of the conference centre and on site accommodations including staff training and supervision to ensure that all services provided met the clients' needs and events were run efficiently while also meeting the objectives and goals of the Institute• Communicated daily with the management team, coordinating work schedules and ensuring that operations processes were efficient and effective to meet customer requirements• Liaised with corporate clients to ensure complete understanding of the clients' requirements• Managed pre-event set-up and post-event tear down, dealt with last-minute changes and solved problems as they arose• Provided a Meet & Greet service to clients, showed visitors and potential clients around the Institute and providing a history of the building• Communicating the rules and guidelines for staying in the historical building which housed the Institute to visiting groups• Planned, coordinated and supervised the work of the cleaning staff to ensure required standards were met in bedrooms, conference rooms and public areas• Delivered induction and training to new accommodation staff• Managed and monitored the stock levels for all accommodation and conference room products and negotiated with external service providers and suppliers as required

Bem Ireland, Galway

Worked with the team in a small, award winning, Irish DMC to deliver meetings, international conferences, incentive, group and golf travel programmes and a range of corporate events from inception to completion• Acted as Key Account Manager for International and Irish clients such as Diageo (West Coast USA), Ingersoll Rand (Thermo King), Abbott and Michael Punch and Partners• Cultivated strong value-added relationships with clients by delivering accurate travel itineraries and event programmes using knowledge to drive business development• Researched, designed, planned, coordinated and managed memorable and exquisite event and travel programmes for high-level international and Irish clients• Responded immediately to clients' questions, issues and complaints and found effective solutions when required• Handled travel arrangements for groups, couples, executives and special needs clients• Arranged and coordinated press coverage, photography and P.R. for corporate events• Worked successfully with diverse group of stakeholders to accomplish goals and address issues related to our products and services• Handled project budget management and post-event invoicing of clients• Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new business

Postgraduate Diploma In International Business Development, International Business, 1.1

Postgraduate Diploma in International Business Development from DIT Aungier St., Dublin. Subjects included: Leading Across Culture.

Bachelor'S Degree (Hons), Business Management, 1.1

Completed

Bb In Tourism Management, Tourism And Travel Management, Distinction

Completed

Education record