Objective
To transition from the tourism industry into the shipping and maritime industry.
Experience
EMPLOYMENT
2002-Present, Ocean Encounters Diving
Curacao, Southern Leeward Islands, Caribbean
December 2006 – Present
General Manager
Multiple location, (5) full service, dive operation
Hyatt, Hilton, Lions Dive, Kontiki Beach, Breezes
43 Full-Time Employees
5 Subordinate Managers, 17 PADI SCUBA Instructors, 7 Captains, 9 Customer Service personnel, 4 Administrative personnel
Marketing and Public Relations
Increased sales from Caradonna (tour operator) by 80%.
Approve final versions of all external marketing media.
Management of Social Networking.
Participation in trade shows for branding and sales internationally.
Direct Sales to organizations and schools for large group bookings.
Logistics, Operations, and Planning
Daily Planning for 5 facilities, boats and multiple classes in a multi cultural environment.
Design, installation and management of 3 air compressor storage and delivery systems in 3 facilities.
Planning, logistics, and delivery of 3 dive boats from the USA (Florida, and Virginia) to Curacao.
Health and Safety
Reduced near-drowning incidents from dive boats from 20% to nearly 0%
by analyzing incident reports and implementing a check out dive procedure so that no diver would dive for the first time off of a boat.
Update training standards for all Instructors/Divemasters and monitored adherence.
Maintain current contingency protocols for facilities and boats.
Quality Management
Customer Service -
Keep staff sharp with customer care techniques by supervising and participating in team building and customer service seminars on a yearly basis.
Human Resources
Interview and Hire new employees
Increased employee tenure by 6 months
Through implementation of phone interview protocols.
Review and update incentives and bonus programs after analyzing revenue weaknesses on a yearly basis
Conduct yearly performance reviews and evaluations
February 2004 December 2006
Facility Manager
Managed 17 Instructors/Divemasters and 5 support personnel to ensure prompt departures and arrivals of our boats and length of class time.
Developed and implemented Standard Operating Procedures and job descriptions to complement overhaul of safety and teaching standards.
Developed and implemented training program for new employees.
Supervised employee evaluations
May 2002-January 2004
Lead Instructor
Update training standards for 10 Instructors/Divemasters and monitored adherence.
Redeveloped contingency plans and increased amount and quality of safety equipment in and around facilities and boats.
MEMBERSHIPS, CERTIFICATIONS, AFFILIATIONS:
Professional Association of Diving Instructors (PADI)
Course Director, 2007 to Present
Highest membership rating in professional recreational diving
International Resorts and Retailers Association (IRRA)
Business Member
Advisory Board Member 2010/11
Curacao Hospitality and Tourism Association (CHATA)
Business member
Dive Task Force Member (diving industry advisory board)
Curacao Tourist Board (CTB)
Dive Industry Advisor
AWARDS
Scuba Diving Magazine's Top 100 Gold List - “Best Dive Operator” – 2010
Curacao Hospitality and Tourism Association (CHATA) Appreciation Award - 2008
First time the award was given to a Dive Operation
Curacao Hospitality Training Foundation (CHTF) Recognition Award for the Curacao Apprenticeship Program - 2007
Professional Association of Dive Instructors (PADI) Industry Contribution Award – 2006
Education
EDUCATION
University of Oklahoma; Bachelor of Arts – Film and Video Studies; May 2001
Professional Association of Dive Instructors - Course Director (Instructor Trainer); March 2007
Emergency First Response - Instructor Trainer; November 2006
Certification
Professional Associate of Dive Instructors
Emergency First Response
Curacao Commercial Captains License (USCG 100 Master equivalent)
Skils
10 years in the diving, hospitality, and tourism industry. Started with 1 boat and 2 shops. Currently have 5 boats, and 5 shops.
Turned a small unstable shop with 160,000 USD Revenue into a 2 Million USD revenue, award winning, internationally recognized, dive operation.
Coordinated rental inventory sell out and reduced cost of new inventory acquisition to seven dollars per unit.
Reduced down time of air delivery system when problems occurred from 2 weeks to 2 days by digitizing maintenance and inventory schedule.
Redistributed existing assets to cut new Hyatt operation investment by 28,000 USD.
Decreased tip matching by 75% to increase payouts in sales commissions by 5%.
Modified long term strategy and bought two boats in 2009 in order to keep up with hotel growth.
Speak fluent Spanish, English, and Papiamentu (Antillean Dialect); Intermediate Dutch; Beginner German