Penny T. Zeilman

Hello, I am Penny T. Zeilman, Shore Concierge and Tour Planner

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• Strong Customer Service Skills • Solid Decision Making Experience • Excellent Communication Skills • Proven Success in Tourism Industry • Create & Maintain Effective Business Relationships • Demonstrates Ability to Prioritize • Ability to Think Out of The Box Vast knowledge and a solid background in destination experience planning with a broad knowledge and expertise as a personal travel consultant, customized travel for individuals and groups. Expertise in onboard and shore-side direction of destination experiences; including sales, public presentations of destination information, logistical planning, and destination experience creation. Revenue driven and detail-oriented with a strong work ethic and ability to direct all departments involved, with logistics and information sharing to ensure successful program operation with the highest guest satisfaction. Proven ability to quickly analyze situations, initiate corrective actions where required, and consistently performs at a level that exceeds expectations.

Senior Travel Concierge at Regent Seven Seas Cruises (previously Radisson Seven Seas Cruises) and Regent Hotels & Resorts

November 1998 - June 2009

During this period with the company, my position was Tour Manager onboard our luxury cruise ships. My responsibilities included directing our onboard tour staff, generating tour revenue, dispatching and managing tour programs, coordinating all disembarkation procedures, while maintaining the highest guest ratings for our department. By producing entertaining and informative port presentations, I was effective in generating record tour sales within our fleet of ships. Working closely with all departments, I directed the logistics and reporting on my department’s programs to assure the highest possible guest satisfaction, while executing a successful destination experience both ashore and upon our guests return to the ship. Utilizing my destination knowledge and management skills, I was successful in growing my staff in customer service and port information, enabling them to be more successful assisting and advising guests with their particular destination desires. Through my tutelage, I groomed and prepared assistants for advancement within the company to management positions. The success of my onboard management experience, superb customer service and training skills earned my selection within Carlson Company to take the lead position in development of our new brand identification, The Regent Travel Concierge®.

Senior Travel Concierge at Regent Seven Seas Cruises

November 1998 - June 2009

• Successfully collaborated with and directed team leaders, generating support while developing the new department’s Standard Operating Procedures to ensure consistency and integrity for The Regent Travel Concierge®. • Directed team in identifying target accounts, researched key trends in travel, analyzed revenue, provided accounting details, and developed detailed procedures for maintaining the highest quality customer service while maximizing revenue. • Recognized as visionary and creative thinker adept at conceptualizing and implementing strategic components for Circles of Interest® programs, which generated increased revenue for the company and brand recognition. • Created and managed unique travel programs for individuals and groups worldwide; while establishing and maintaining a superior satisfaction rating with guests and ground personnel. • Created, maintained and presented comprehensive training programs to reservations’ staff and marketing department featuring selling points of destination; driving sales revenue and ensuring the highest-level of customer service and satisfaction. • Provided exemplary representation for the company; recognized by the tourism industry for setting the highest quality standards, through membership with the Florida Caribbean Cruise Association by providing public presentations and participating in industry panel discussions.

Shore Excursions at Silversea Cruises

July 2009

Create and Develop group and personal destination experiences for ultra luxury cruise guests. • Increases revenue in historically low-producing regions based on creativity of new and unique destination experiences and development of new business relationships. • Consistently proves expertise and competency in all aspects of destination design by creating and managing unique and innovative experiences for individuals and groups worldwide on luxury cruise line, results in exceeding projected revenue expectations. • Created, maintain and present comprehensive training programs to reservations’ staff and marketing department featuring selling points of destination; driving sales revenue and ensuring the highest-level of customer service and satisfaction. • Proven ability to manage high profile and time-sensitive programs by developing and maintaining successful business relationships worldwide assuring the highest possible revenue. • Team leader in integration of new data base system; developing training and enhancements to system to fit current business model, with future enhancements to satisfy business expansion.

Brevard Community College

Golf & Scuba