Tracy Muir

Experience

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  Real Journeys

  Sept 2009 - Apr 2011

  Overnight Crew, Nature Guide and Back-up Team Leader

  • Performing crew and hospitality duties on daily and overnight cruises ensuring customers enjoy their experience.• Acting as Passenger Service Supervisor and Team Leader when required.• Participating in water activities and nature guiding.• Dinner and bar service.• Working as Galley Hand assisting chef with preparation of salads and desserts.• Housekeeping duties.

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  Real Journeys

  May 2012 - Mar 2014

  • Facilitating the smooth running of day cruises and overnight passenger tours.• Ensuring each passenger has a great customer experience and feels their needs have been met during their stay.• Managing and leading a team of 10 crew including training, rostering and disciplinary issues.• Keeping the crew motivated, professional and enthusiastic and making sure the team works together harmoniously in a close living and working environment. • Supervising the evening dinner service, running the bar, making guests feel welcome and cashing up.• Stock orders and receiving goods.• Co-ordinating and participating in water activities (kayak guiding, swimming, driving the small boat and commentating during nature trips).• Housekeeping duties and pre cruise inspections. Show less

  • Passenger Services Supervisor

    Aug 2011 - Mar 2014

  • Team Leader

    May 2012 - Aug 2012
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  Mercure Hotel Wellington

  Sept 2014 - Oct 2014

  Guest Services Agent

  o Acting as first point of contact for Mercure Hotel Wellington.o Facilitating the smooth check in and check out of guests.o Communicating with different departments for efficient day to day operations.o Attending to tour bookings, and travel arrangements of all guests.o Promoting and upselling of hotel services and loyalty programs.

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  Accor

  Oct 2014 - Jun 2015

  Assistant Manager

  o Facilitating the smooth running of evening shifts, in the absence of the General Manager and Front Office Manager.o Ensuring exceptional customer service, for all guests be it corporate or holiday makers.o Expediting room allocation for groups and independent travelers.o Managing and resolving customer complaints to create a positive experience. o Acting as the main point of all guest relations from travel advice, bookings, transport arrangements, to in house facilities.o Dealing with any maintenance problems that may occur in the absence of the maintenance manager.o Completing reservations and responding to enquiries during the evening.o Assisting the restaurant in service when and where required.o Working with the Guest Services Agents to ensure completion of the daily tasks of the Front Desk.o Promoting and upselling of hotel services and loyalty programs.o Completing daily cash up and credit card reconciliation. Show less

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  Experience Wellington

  Jun 2015 - Jul 2018

  Visitor and Retail Services Coordinator

  o Coordinating the daily operations of the Front of House Teams at both Space Place and The Cable Car Museum.o Ensuring the team provides exceptional customer service for all visitors, tourists and groups at all times.o Working closely within the Commercial Team to ensure revenue and visitation targets are achieved. o Coordinating recruitment, induction, training and rosters to ensure high quality resource is available to both institutions, for tours, public programs and general business.o Supporting the Merchandise Coordinator, Venue Hire Manager and Tourism Co-coordinators to maximise revenue, reputation and facilitate related administration.o Facilitating ongoing maintenance and upkeep of the Online Shop.o Acting as dedicated Health & Safety rep ensuring a high standard at both sites, and any improvements are acted on immediately and risks are minimized and communicated.o Maintaining a strong focus on staff well-being, maximising opportunities for training and consistently encouraging my team to undertake professional development opportunities in an ongoing learning environment.o Building and nurturing strong working relationships with various teams within Museums Wellington to foster a creative and supportive work environment. o Assisting with new retail product and exhibition development as well as reinvention of current ongoing offerings to maximize revenue and visitation. Show less

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  Megabyte NZ Limited

  Jul 2018 - Mar 2019

  Office Coordinator

  o Day to day coordination of a team of IT technicians in a fast-paced customer facing position.o Managing team workflow and creating a positive productive environment.o Project coordination for nationwide hardware upgrade projecto Assessing client needs to generate quotes for hardware according to budget. o Facilitating the ordering, planning and completion of new and replacement technology products. o Assist with human resources, candidate interviews and communication. o General office administration tasks for the smooth running of the business, including but not limited to travel bookings, facility management and team building events. Show less

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  Wellington City Council

  Jun 2019 - Jul 2021

  Customer Service Team Lead

  o Coordination of day-to-day visitor experience commercial operations.o Manage the procedures and front of house permanent and casual team and the Botanic Garden gift store.o Inventory management and revenue generation including creative merchandising, purchasing and custom product design and services to a target.o Leading the customer service team to provide excellent and genuine customer service to all visitors.o Creating team development opportunities and upskilling.o Website upgrades, social media management and engagement.o Project and event support from concept to delivery and after.o Prioritising a safe environment and promoting wellness options to the team and visitors.o Recruitment resources, candidate interviews, onboarding, and training of new team members. Show less

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  Niche Nibbles NZ

  Oct 2020 - Jun 2023

  Managing Director

  o Coordination and wearer of all hats regarding the day-to-day operations as a sole business owner.o Setting up a new business, planning and personal business goal setting and strategic development.o Self-management – time management, wellness, and intrinsic motivation.o Financial management including account reconciliation, invoicing and Xero.o Marketing and brand building including social media management and engagement using Mailchimp.o Web design, maintenance, and updates on Wordpress and WooCommerce.o New product design and inventory management.o Documentation and record keeping for Custom Food Control Plan MPI and business standard operating procedures.o Health and safety including food safe practices.o All aspects of customer service; enquires, sales, and complaint resolution.o Sales both direct to customer and wholesale supply to Foodstuffs, cafés and supermarkets.o Bake scheduling, logistics and procurement.o Physical baking, packaging and dispatch of items. Show less

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  Niche Virtual

  Sept 2022 - now

  Virtual Assistant

  SKILLS & ABILITIESo Communication: Articulate clear verbal and written communication with internal and external stakeholders.o Relationship Management: Passionate about people, able to build and develop positive relationships.o Collaboration: Able to work across diverse teams to achieve collective results and targets on projects.o Solution Focused: Resourceful approach to resolve and improve processes to maximise efficiency.o Customer Experience: Creative and genuine desire to enhance the client experience and generate revenue.o Administration: Experienced in all aspects of business administration to ensure smooth daily operations.o Digital Administration: Keep up and customise you online presence and social community. o Tech Savvy: Experienced in a range of digital tools and easily learn new software.How can I help you?o Membership administration and enrolment.o Digital communication and online engagement, brand building including social media management and engagement using Mailchimp. o Web design, maintenance, and updates. o Ad hoc support for administration, emails, conferences and tasks as required. o Appointed NZ Representative of the Clients Board of Directors.o Online training course administration such as adding new courses via Learndash on Wordpress and WooCommerce. o Business support tasks such as bookkeeping, procurement, customer service and project tasks. o Ad hoc tasks – if you can teach me, I can pick it up! Show less

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  Heritage New Zealand Pouhere Taonga

  Jan 2024 - now

  Manager Heritage Assets (Central Region)