D’Anita Leblond - Team Lead Guest Experience
Key Notes:
- Applied new standard for HAR 4.0 on delivering CX (What we can learn from her them which can applied on our team)
- How to manage team and remote-team → to build and align the team to reach target
- Assessment process for on-boarding new team member
- Cross pollination work
- Maximizing → how?
- Find our problems → consult to her
- Guest segmentation
- Tech & hospitality
Education:
Algonquin College of Applied Arts and Technology
Media Social:
Instagram: @danitaapplebaum
Photobucket: @danitarose
About:
Professional Background: Travel and Tourism, Hotel, Hospitality, Food & Beverage, Luxury Service
Highlights: Leader and People Manager, Mentorship, Coaching and Support, Performance Management and Priority Setting, Guest Loyalty, Operations, Corporate Strategy, Implementation, Communications, Cross-Functional Alignment, Employee Assessment for Recruitment
Key Skills: VIP/VVIP and Celebrity Client Relations, Time Management and Multi-tasking, Event Planning, Coordination, Curation, Relationship Building, Critical Thinking, Training and Development, Problem Resolution, Sound Decision Making, Public Speaking
Qualifications:
Four years’ experience in a Leadership role - Hospitality, Luxury Service and Travel Industry specific
Proven track record as a great cross-functional business partner with ability to lead within a cross-functional environment
Excellent communication skills; ability to coach and manage others and clearly share insights with team through both written and verbal presentations
Fluently bilingual in English and French, both orally and written
Dynamic, creative, versatile, hard-working, positive team player able to provide a high level of customer service and client relations
Recognized commitment to tasks, attention to detail, professionalism, a persuasive personality with great negotiation skills
Proven ability to perform under stress, adapt quickly to a challenge, and display strong business ethics
Demonstrate and practice sound speaking skills and communication skills
Advanced computer knowledge of Windows, Mac OS, Microsoft Office, E-mail (Outlook, Gmail), CRM, Salesforce, Staff Hub, EZ Labour, Workday, Tableau, Slack
Extensive worldwide travel for both business and personal, with the ability to readily build relationships with a wide variety of individuals from all professional levels and cultures
What she’s been done:
As Team Lead, Guest Experience at Airbnb
• Maintaining high performance levels throughout the Airbnb acquisition
• Managing a team of 10-17 Guest Experience Specialists, concentration in the Caribbean/Hawaiian markets
• Managing 4-8 remote employees in Maui and St Martin: Implementing procedures, coordinating training at Montreal HQ, re-aligning on responsibilities/goals for an efficient workday, decreasing overtime and work-related friction points, weekly/daily meetings or check ins to align on current business operations
• Go to resource for my direct reports regarding best practices, problem resolution with guests, Homeowner's/PMC’s, Vendors, handling escalations
• Mentor via the Airbnb Mentorship Program: A global, cross-functional program that facilitates learning and development through mentorship relationships. Mentors and mentees were all employees of Airbnb
• Monitoring daily team performance through available reports: Salesforce, Tableau and Quality Assurance Audit Tools
• Conducting team meetings/huddles as needed to discuss and communicate new procedures, updates, launches, pilot projects
Following pre-established SLAs and KPIs and ensuring the team reaches or exceeds targets. (i.e. increasing CSAT and NPS scores, number of services booked, response time accomplishment rate)
• Performance Management: Daily coaching on team members’ performance from all aspects, such as and not limited to, improving workload and time management, audits, standardization and PIP (Performance Improvement Plans)
• Creating an inspiring team environment with an open communication culture, motivating team members, encouraging creativity and overcoming boundaries
• Ongoing assessment days for new recruits, successful hiring of 28 new agents in 2018 alone