Damien Rawlings
West Lakes ,SA
Summary
I am a dedicated and results-oriented professional with a diverse background in guest experience management, training, facilitation, and tour operations. Demonstrated expertise in enhancing guest satisfaction through personalized interactions and exceptional service delivery. I have been involved with leading teams, developing training programs, and facilitating engaging experiences. I also have a proven success as a tour guide, owner, and manager, and am at efficient in orchestrating seamless tours while ensuring unparalleled customer satisfaction. I have experience in tour consulting and coordination, with a keen eye for detail and a commitment to exceeding client expectations. I am also extremely passionate about creating memorable experiences and fostering long-lasting connections with clients and guests. Self-motivated professional successful in seizing viable opportunities for expansion and innovation in business. Background in increasing profits, reducing costs and transforming customer service standards. Experienced in leading and supervising operational and sales teams.
Overview
27
27
years of professional experience
Work History
Guest Experience Manager
Journey Beyond
06.2008 - Current
- Developed and maintained positive relationships with guests for satisfaction.
- Enforced policies and procedures to increase efficiency.
- Monitored staff performance and provided feedback and guidance.
Working on board The Ghan and Indian Pacific trains I am responsible for the overall guest experience. Guests travel from all corners of the globe to experience our luxury trains and I provide a welcoming and personable experience for them while also managing staff on board and overseeing their performance. Trained new team members on company policies and procedures to maintain consistent guest experience standards.
Owner and Chief Tour Guide
Pickle Tours
03.2010 - 02.2014
- With another business partner I set up a local wine tour company called Pickle Tours. We conducted weekend tours to the Barossa, Adelaide Hills, McLaren Vale and Clare wine regions for up to 20 guests in private buses. We built strong relationships with many winery owners and coordinated the entire day from planning the itinerary, booking the wineries and lunch locations, ensuring the safety of guests at all times and providing commentary and entertainment options. Out of all the tours we conducted over the years we didn't have one complaint and gained most of our bookings through word of mouth advertising.
Tour Manager
Top Deck Travel
02.1999 - 10.2007
- Responsible for taking guests through the countries of Europe on a tour coach. Facilitating all the logistics of the tour and ensuring the safety of guests at all times. Leading the groups on walking tours of various cities and providing daily commentary and information as required. In 2003 I was awarded Top Deck's Crew Member of the Year Award
Waterfront Staff Member
Camp Lakota
06.1997 - 08.1997
- Water Skiing instructor and general counsellor. Responsible for the wellbeing of the children and teaching them various water skills.
Education
Some College (No Degree) - Public Relations
Adelaide TAFE
AdelaideTAE40122 Certificate IV in Training And Assessment - Training And Assessment
Auctus Training And Education
Payneham, SA11.2023
High School Diploma -
Henley High School
Henley Beach, SA12.1989
Skills
- Customer Service Excellence: Proficient in delivering exceptional guest experiences by understanding and exceeding customer needs and expectations
- Training and Development: Skilled in designing and implementing training programs to enhance team performance and ensure consistent service standards
- Communication: Effective communicator with the ability to engage diverse audiences, whether as a tour guide, trainer, or consultant, fostering rapport and understanding
- Tour Operations Management: Experienced in overseeing all aspects of tour operations, including logistics, scheduling, and customer relations, to ensure smooth and enjoyable experiences for guests
- Problem Solving: adept at quickly identifying and resolving issues to maintain the quality of guest experiences and uphold the reputation of the organization
- Consultation and Coordination: Proficient in providing expert advice and coordinating logistics for tours, leveraging industry knowledge and attention to detail to meet client objectives effectively
Timeline
Owner and Chief Tour Guide
Pickle Tours
03.2010 - 02.2014
Guest Experience Manager
Journey Beyond
06.2008 - Current
Tour Manager
Top Deck Travel
02.1999 - 10.2007
Waterfront Staff Member
Camp Lakota
06.1997 - 08.1997
Some College (No Degree) - Public Relations
Adelaide TAFE
TAE40122 Certificate IV in Training And Assessment - Training And Assessment
Auctus Training And Education
High School Diploma -
Henley High School
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