Hope Horsley

• Organise and direct a schedule of daily activities in accordance with the brochured itinerary and in conjunction with other company staff such as the coach Driver and Operations staff.
• Manage logistical aspects of group tours, including transportation, accommodations, and activities scheduling.
• Provide a current descriptive commentary on cultural, historical and social aspects of the country and location on the itinerary.
• Ensure timely departures and arrivals by strictly adhering to schedules while remaining flexible enough to accommodate unforeseen circumstances or special requests from guests.
• Foster culture of learning and curiosity among our guests, contributing to memorable and educational experience.
• Establish positive relationships with tour members through fun and engaging conversation.
• Inform tour members of safety risks associated with attractions, confirming customer security.
• Maintain secure custody of Company funds and property.
• Complete all required tour documentation which includes, but is not limited to, the following;
▪ North Island & South Island excursion summaries
▪ Tour expenditure accounts
▪ Tour accounts summary
▪ Tour report
▪ Collect & balance Optional Excursion payments
▪ Departure numbers and final numbers forms
• Maintain records, report expenses incurred and submit a full and accurate set of tour accounts
• Administer customer surveys to measure satisfaction with services and better understand desires and expectations.
• Monitor the quality of each tour and act proactively to try to enhance the quality of the product and the general level of client satisfaction with the product.
• Develop strong relationships with hoteliers and tour operators to ensure seamless trip coordination.

Past Employers & Roles:

1983-1997: Southern Pacific Hotel Corporation

Food & Beverage Wait Staff; Hotel Receptionist; Reservations Manager; Front Office Manager; Assistant Personnel Manager; Duty Manager; Executive Assistant Manager

1997-2000: Scenic Hotel Group

Assistant Hotel Manager; Central Reservations Manager

2000-2003: Objectives Unlimited

Corporate Facilitator - Customer Service, Leadership, Sales, Vision and Goal setting workshops; Youth Facilitator - Transistional programs to workforce

2000-2007: Mount Cook Airlines & Air New Zealand

Customer Service Agent; Duty Manager; Trainer

2007-2011/2012-2018: Waiariki Institute of Technology, now Toi Ohomai

Tourism and Hospitality Tutor