Objective
I would like to secure a land based position within the Maritime/yachting industry. My Management skills and years at sea should qualify me for HR, Fleet management or Mgr Customer Service.
Experience
Employment
Manager of Shipboard Programs
Flagship Games International - Hollywood, Florida
January 2007 - December 2007
• Implemented and enhanced new revenue programs related to automated computer software and equipment for Bingo on board several cruise lines including Royal Caribbean International, Celebrity Cruises, and Disney Cruise Lines
• Audited day-to-day activities for Bingo on board cruise ships by conducting shipboard visits and extended stays
• Conducted training programs for shipboard teams
Manager of Entertainment Programs
Sixth Star Entertainment and Marketing - Fort Lauderdale, Florida
March 2005 - January 2007
• Researched, recruited and placed candidates for several enrichment programs (Arts & Crafts, Bridge Directors, Dance Instructors, Clergy, etc…) aboard various cruise lines, including Royal Caribbean International, Celebrity Cruises, Princess Cruises, Cunard, and Orient Cruises
• Conducted database maintenance of candidates, including contact logs, new programs and audio visual supporting materials
• Reviewed candidate qualifications including but not limited to telephone and in-person interviews, reference checks, and determining suitability for specific itineraries and venues
• Acted as a liaison between cruise line clients and qualified enrichment candidates, providing customer service to both
• Supervised and delegated administrative workload of up to three Entertainment Coordinators
• Awarded Sixth Star Employee of the Month – July 2006
Chief Purser
Carnival Cruise Lines – Miami, Florida
September 1988 - August 2004
• Managed a team of 20 staff members assisting approximately 2,600 guests per week on a cruise ship vessel
• Supervised all Front of House/Guest Relations issues onboard and the interaction/cooperation between the Front Office department and other departments, including telephones, VIP Concierge, guest accounts, and reconciliation of room occupancy levels
• Performance management of all Front Office Staff including evaluations, disciplinary actions and preparing/overseeing staff training/motivational events schedules to proactively coach company standards of service and corporate objectives
• Implementing and maintaining hotel budgets to corporate requirements
• Responsible for all group and event activities onboard, overseeing a Group Coordinator
• Covered General Manager duties and responsibilities for the Hotel Director when he/she was not onboard
• Solely responsible to ensure all operational aspects and communication were met in regards to 1,000 crew members and 2,600 guests with U.S Customs and Border Protection
• Supervised embarkation and debarkation of all guests and crew members in accordance with U.S. Immigration laws, customs laws, and company procedures while liaising with local port authorities
• Responsible for listening, coordinating and resolving guest concerns onboard for all departments including Food and Beverage, Photo, Rooms Division, Youth Staff, Casino and Entertainment and approved all onboard guest compensation
• Managed various hotel administration duties that included balancing and accurate accounting of more than $1 million (USD) in cash per week and prepared revenue data and reports
• Responsible for brainstorming and implementing revenue-generating activities for all Hotel Aspects of the ship
• Maximizing Occupancy - Cruises operate on or near to 100% occupancy and it was my duty to ensure that the maximum revenue was achieved
• Conducted weekly inspections to maintain company standards, developing an eye for detail
•Responsible for advertising, selling and customer service of all tours sold onboard
Education
Education
Bachelor of Science in Computer Information Systems, 1983 - 1987
Jacksonville University, Jacksonville Florida
Minor: Business Administration
Certification
Coaching the Champions Courses, 1993 - 2002
Johnson and Wales University, Miami, Florida
Annual courses in the motivation and coaching of employees to increase guest satisfaction and raise service standards.
Skils
Skills
• Fluent in all forms of communication in English and Spanish
• Basic knowledge and understanding of French
• Computer literate with working knowledge of Microsoft operating systems
• Knowledge and familiarity with spread sheet and word processing software, such as Microsoft Excel and Word