Chanel Grobler
Cape Town
Summary
High energy sales, relationship building and marketing specialist, with more than 14 years’ experience and expertise within the luxury products and hospitality industries. Consistently achieving top-ranked performance by driving revenues and profits well above budgeted levels. Creative and driven, excels in identifying client needs and customer directed solutions and experiences.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Global Marketing and Distribution Lead
Force500
10.2023 - Current
- Force500 provides a unique and invaluable financial offering: a purpose-built and proven handholding system arms investors with positive data points to counterbalance a hyper-hostile environment, helping investors hold onto their investments and in turn maximize the likelihood of achieving their desired investment outcomes.
Future Cruise Consultant
Seabourn Cruise Line
06.2018 - 08.2023
- Delivering a high standard of sales, administrative, marketing and financial support, regularly meeting and exceeding set revenue targets
- Maintaining industry knowledge and understanding of marketing programs, pricing philosophies, current and future itineraries, as well as reservations procedures
- Promoting destination and future cruise opportunities
- Customer service and liaison, building strong working relationships and effective communication channels with key stakeholders, resolving complaints and enquiries
- Conducting lectures and presentations on future cruise opportunities, with specific mention of shore programs and booking incentives as well as itinerary highlights
- Conducting shipboard tours for travel agents and international sales agents visiting or travelling on vessel, in accordance with the in-port function calendar
- Assisting with tour dispatch and disembarkation including distributing correspondence
- Responsible for suite upgrades and complaints on embarkation day
- Assisting with all shipboard guest activities, hosting evening dinner table at least three times a week
- Coordinating the distribution of in-suite promotional material and announcements of lectures in the media
- Producing various reports, presentations, analyses, correspondence and other documentation
- Submitting cruise-end report summarising dates and attendance of presentations, number of private consultations, summary of deposited sales, identification of guests expressing interest in future sales for post-cruise follow-up, general reaction to sales and marketing programs and comments
- Performing as a strong member of a cohesive team with strict adherence to health, safety and statutory regulations, quality standards, governance processes and compliance requirements.
- Provided clients with accurate and up-to-date information on cruise packages, itineraries, ports of call, and onboard activities.
- Maintained an up-to-date knowledge of cruise lines policies regarding cancellation fees, refunds, insurance coverage.
- Collaborated closely with marketing team members to develop promotional campaigns targeting potential clients.
- Created attractive brochures featuring latest offers and promotions for distribution at trade shows or exhibitions.
Crew Purser
Seabourn Cruise Line
05.2016 - 06.2018
- Efficiently managing all crew related activities, payroll, immigration and MLC2006
- Reviewing onboard crew accounts, overseeing deposits and settlements, managing crew safety box service and deposits
- Managing sign-on and off process for all crew members, ensuring certification and documents are compliant with company, flag state and MLC2006 requirements
- Handling crew immigration and customs clearance, liaising with port agents and HODs for crew travel arrangements
- Overseeing crew medical disembarkations in cooperation with medical and shore side personnel
- Managing crew purser's cash float and the crew welfare fund cash float and reporting
- Overseeing planned functions, events and facilities.
Guest Services Supervisor
Seabourn Cruise Line
12.2012 - 05.2016
- Overseeing Guest Services personnel, ensuring the highest standard of training
- Customer service and liaison, resolving complaints and enquiries
- Managing embarkation, including processing all passengers at embarkation and registration
- Controlling and approving documentation, including guest lists and party invitations
- Following up on all lost luggage and guest damage claims
- Responsible for passport organisation and hand-in
- Inventory control, including ordering and monitoring
- Creating and overseeing staff shift rosters, organising staff meetings and taking minutes
- Conducting weekly personnel training
- Operating with poise and professionalism, even under pressure
- Producing various reports, correspondence and documentation
- Performing as a strong leader of a cohesive team with strict enforcement of health and safety laws.
Guest Services Specialist
Seabourn Cruise Line
11.2011 - 11.2012
- Providing a high standard of customer support and liaison, delivering advice and expertise on shipboard organisation and services, ports of call and shore excursions
- Resolving complaints and enquiries by telephone and in person
- Booking and confirming reservations, liaising with other departments on suite issues, changes and requests
- Booking shore excursions and processing cancellations
- Managing working change fund for cashing travellers' cheques and currency exchange
- Preparing berthing and guest lists, gift orders and special notes from management to guests
- Document control, with a strong focus on guest confidentiality including maintaining telephone call log
- Performing as a strong member of a cohesive team with strict adherence to health and safety regulations.
Guest Services Operator
Seabourn Cruise Line
04.2011 - 08.2011
- Providing a high standard of customer support and liaison, delivering advice and expertise on shipboard organisation and services, ports of call and shore excursions
- Resolving complaints and enquiries by telephone and in person
- Booking and confirming reservations, liaising with other departments on suite issues, changes and requests
- Booking shore excursions and processing cancellations
- Managing working change fund for cashing travellers' cheques and currency exchange
- Preparing berthing and guest lists, gift orders and special notes from management to guests
- Document control, with a strong focus on guest confidentiality including maintaining telephone call log
- Performing as a strong member of a cohesive team with strict adherence to health and safety regulations.
Assistant Purser
Seabourn Cruise Line
10.2010 - 03.2011
- For a detailed description of this position, see above [Guest Services Specialist for Seabourn]
Stewardess
Seabourn Cruise Line
06.2009 - 08.2010
- Customer service and liaison, with extensive cleaning and housekeeping duties
- Performing special turn down service every evening
- Anticipating and responding to guest needs.
Waitress
Royal Caribbean Group
10.2007 - 11.2008
- Receiving and seating customers whilst providing outstanding service
- Addressing any queries and accurately recording food and beverage orders
- Delivering drinks and prepared dishes from the kitchen to the tables
- Clearing and cleaning tables between customers.
Education
Grade 12, Matric -
Edgemead High School
01.2003
Skills
Sales and marketing
6-Star service hospitality management
Conflict and problem resolution
Staff training
Document control
Organization and multi-tasking
Critical and creative thinking
Interpersonal skills and rapport building
Websites
Certification
- Security Awareness - Seabourn Cruise Line, QUE-SAC-532874
- Crowd Management and Passenger Service Safety Training - Seabourn Cruise Line, CM/QUE2011/133
- Revenue Leader Learning Journey - eCornell
- Goethe-Zertifikat A1: Start Deutsch 1 - Berlitz Austria
Affiliations
Reading
Swimming
Jump Rope
Hiking
Mountain Biking
Energy Healing
Accomplishments
- 10 Year Award at Seabourn Cruise Line
Languages
English
First Language
German
Beginner
A1
References
References available upon request.
Timeline
Global Marketing and Distribution Lead
Force500
10.2023 - Current
Future Cruise Consultant
Seabourn Cruise Line
06.2018 - 08.2023
Crew Purser
Seabourn Cruise Line
05.2016 - 06.2018
Guest Services Supervisor
Seabourn Cruise Line
12.2012 - 05.2016
Guest Services Specialist
Seabourn Cruise Line
11.2011 - 11.2012
Guest Services Operator
Seabourn Cruise Line
04.2011 - 08.2011
Assistant Purser
Seabourn Cruise Line
10.2010 - 03.2011
Stewardess
Seabourn Cruise Line
06.2009 - 08.2010
Waitress
Royal Caribbean Group
10.2007 - 11.2008
Grade 12, Matric -
Edgemead High School
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