Charlotte Crauck

Served as a primary liaison between PONANT's Americas Customer Care operation and France-based teams, coordinating Seaware support, booking questions, and issue resolution. Trained and coached Customer Care employees and managed support tickets from intake through resolution.

Improved luxury guest-service quality through employee coaching, training, and operational guidance for frontline cruise specialists. Identified knowledge gaps and reinforced reservation procedures and brand service standards.

Managed personalized pre-departure communications and guest recovery for Smithsonian Journeys luxury cruise programs, escalating complex cases to resolution. Maintained accurate passport, visa, flight, and excursion records and prepared itineraries and final cruise documents.

Managed a national portfolio of travel advisors, including key accounts such as Flight Centre and MTA, generating $3.7M in sales from 308 guests in six months. Partnered with Business Development Managers to deliver tailored cruise-sales support and led travel-advisor education and sales reporting.

Created cruise quotes and bookings, processed deposits and final payments, and advised guests and travel advisors on itineraries, suites, upgrades, and extensions. Supported China and Taiwan enquiries, maintained Salesforce records, and led training schedules for new consultants.

Directed daily hotel operations, handled escalated guest concerns, reviewed operational reports, and maintained safety, service, and staffing standards.

Led, scheduled, coached, and evaluated front-office employees; managed guest recovery, daily reporting, cashier controls, and hotel upselling.

Managed high-volume arrivals and departures, resolved complaints, supported housekeeping deadlines, trained new employees, and promoted upgrades.

Provided sales assistance at a skin care retail store in Perth.

Served as food and beverage crew on luxury cruises across Europe, Africa, and Asia.

Served as hostess leader and assistant waitress at a restaurant in Walt Disney World, Orlando.

Graduate studies in Chinese Studies, first year.

Bachelor's degree in Applied Foreign Languages (English & Chinese) with a focus on International Business.

Bachelor's degree in Applied Foreign Languages (English & Chinese) with a focus on International Business.