Objective
Work shore side handling any type of vessels like cruise ships, cargo ships, casino ships and tankers.
Experience
CARNIVAL CRUISE LINES (CCL) (2002 – Present)
First Purser - Hotel Department on board the Carnival Ships
•Responsible for shipboard customer service aboard ships ranging in capacity between 2,000 and 4,000 guests. Solve any issue that guests may encounter in a satisfactory manner in a 24 hour period; such as, follow up from mechanical to lost luggage issues.
•Selected from fleet personnel to set-up three of the latest Carnival ships (Miracle, Valor and Liberty) at the European ship yards. During the transatlantic crossings all departmental systems are tested to confirm the proper function based on warranty claims.
•Coordinated in the ship yard and during the crossings with the ship maintenance team leader all aspects of modifying office furniture in order to set up computer and electrical systems in the purser’s office.
•Coordinate the embarking and disembarking of 7.000 guests in less than 8 hours on home ports.
•Responsible for the management and documentation of port operation procedures for many local authorities around the world such as immigration, customs, Coast Guard, local police, vessel sanitation officers ( USPH) and sanitation & Agriculture (USDA).
•Responsible for coordinating with ships agents around the world the clearance of passengers and crew with local immigration authorities, arranging with stevedores the delivery of supplies and equipments/parts, as well as preparing for the landing of waste according to environmental policies and company procedures.
•Negotiated terms and conditions with restaurants, hotels and transportation companies in order to accommodate incoming crew at the last stage of construction of the ships at the European shipyards
•Coordinate emergency drill response with all department heads according to company procedures.
•Responsible for controlling data entry into the customer response system (CRS) software; as well as, production and submission of a variety of reports by department and incident type to shipboard and shore-side management at the end of each voyage.
•Interact with all departments on board such as food and beverage, casino, housekeeping, accounting, engineering, deck, medical and cruise staff during regular and monthly meetings in order to address any issues or concerns.
•Participate in cross-training with other hotel departments, such as housekeeping, food and beverage, & accounting.
•Provide and document training & evaluations of new hire pursers according to procedures and company policies, as well as responsible for 10 – 15 pursers, including scheduling and budgeting.
•Establish individual passenger credit and reconcile accounts at the end of every cruise. Convert currency & travelers checks.
•Ensure efficient guest registration, telephone services, and customer service in accordance with company standards and procedure.
•Assist the Shore Excursion Dept. in selling tours, as well as responsible for responding to frequently asked questions on tours.
•Participate in the selection and evaluation process of various tour operators based on quality of services, safety, and environmental friendliness, guest satisfaction levels and revenue.
•Coordinate sales strategy with the Shore Excursion Dept. for Caribbean and European destinations tours.
•Highly Knowledgeable in employment documents such as Passports, Visas, medicals, basic training certificates, airline tickets, and hotel reservation requirements for seafarers around the world.
•Ensured constant communication with shipboard personnel at the corporate office for flight arrangements and accommodations.
Miami Travel. C.A - Venezuela (2000 – 2001)
Leading Travel Agency in the Zulia Region.
Regional Sales Manager.
•Responsible for all the reservation with all mayor Airlines, Cruise Lines, hotels and tours operators with SABRE reservation system.
•Participated in different Sabre reservation courses performed by SABRE training personnel in Maracaibo, Venezuela.
•Responsible for promotion and public relations.
LUFTHANSA AIRLINES – General Sales Agent 1991 – 1995 (Venezuela)
Regional Manager, in charge of the Western States in Venezuela.
•Responsible for sales, reservations and customer service office in the city of Maracaibo.
•Public relations liaisons for the travel agencies in the region.
•Promoted the Airline with the different types of media in the region (Radio, Television and Newspaper)
•Responsible for the pricing, handling and exporting cargo around the world.
AVENSA/SERVIVENSA AIRLINES Representative – Aerolíneas Venezolanas (1995 – 2000)
25 daily Domestic and International flights.
Sales Manager – Estado Zulia ( 1998 - 2000)
Responsible for the promotions, public relations and assistance to travel agencies, which included:
•Publicity campaigns (Television, News and Radio) and sponsorship of events in the state of Zulia.
•Designing of sales strategies in accordance to the market and competition.
Station Manager (1995 – 1998)
Responsible for the domestic and international operation, which included:
•Coordination of airline crew services.
•Check-in of tickets and luggage.
•Coordination of operations with the airport authorities, Immigration, Customs and National Guard.
•Coordination of fuel supply and catering to the airplanes.
Education
Universidad Rafael Belloso Chacin - Venezuela
1992- Sixth semester of Business Administration.
Miami Dade Community College - Miami, Florida / EEUU.
1988-1990 Advance Grammar and Speech English Courses, third semester in Business Administration.
High School
Colegio Nuestra Señora De Fátima, Maracaibo, Venezuela
1977-1988 Bachiller en Ciencias/High School Diploma.
Certification
Carnival College of Management.CCL. Year 2006.
Sabre reservation system course in Venezuela. Sabre Year 2000
Sales and Amadeus system course in the Lufthansa Training Center in Germany.
Train The Trainer Course. CCL Year 2005
Crisis Management and Human Behavior Course. CCL Year 2002
Crowd Management Course. CCL. Year 2002
Survival craft Course. (IMO) CCL. Year 2002
Security course in counterfeit passports by the US Customs in Miami. Year 1997
Highly proficient in Microsoft Word, Windows, Excel and Power Point.
Skils
LANGUAGES
English
Spanish
Papiamento (language of the Netherlands Antilles / Curacao, Aruba y Bonaire)
Knowledgeable in Italian.
•10 years of management experience in the hospitality industry.
•5 years of management experience in the cruise and airlines operation industry.
•Excellent communication abilities in a variety of languages.
•Accomplish goals and projects based on time lines and budget.
•Able to work well in a dynamic and fast- paced environment under different levels of pressure.