Aline D. Email & Phone Number

• Tour operations management• Extensive experience in a diverse global itinerary with ports of call knowledge, business market, possible issues and strategies to excel.• Problem solving management - Find solutions to eliminate root cause and set the right customer expectation to products offered.• Leadership skills - Establish healthy working environment, emotionally safe space, successfully achieve company goals along with team professional growth development.• Review and analyze target and ensure results are achieved.• Ensure consistency across service, marketing and operations procedure following company`s policies.• Perform performance appraisal, expectations and focus team meetings.• Cross collaboration with variety of revenue onboard team working together to increase visibility and generate profit sideways.• Research and analyze market trends and customer preferences.• Manage vendor relationships and coordinate allotments and payment.

Miami, Flórida, Estados Unidos

• Coordinated and managed the logistics of shore excursions, ensuring that all tours ran smoothly and efficiently.• Developed and implemented training programs for shore excursion staff to ensured exceptional customer service and guest satisfaction.• Developed and implemented new tour packages and itineraries that catered to the interests and preferences of our guests.• Ensured compliance with all safety regulations and protocols to prioritize the safety and well-being of our crew/guests.• Liaised with local tour operators and shipboard team to offer a smooth and seamless experience to our guests on tours.• Tactfully managed complains and difficult situations to customer satisfaction keeping revenue in mind at profit.• Performed destination presentation and video recording with information & promotions to our shore excursions and entertainment channel.

World

• Prepared tour dispatch, ticket count and agreement with local tour operator.• Organized venue and dispatch logistics• Coordinated allotments with tour operator for present and future voyages.• Promoted tour sales, visited site inspection, received guest feedback, successfully problem solving to full guest satisfaction with revenue balance.• Developed and implemented strategies to improve tour dispatch efficiency and guest satisfaction in alliance with shipboard team, manager and supervisor.

World

• Coordinated tactfully with all onboard department representatives and division head to streamline guest requests are taken care promptly.• Oversaw guest issues and managed complaints, offering solutions to full satisfaction, taking the extra mile to WOW and transforming a negative experience into positive, therefore, make them feel a valued customer.• Handled VIP guest requests and ensured their needs were met in a timely and satisfactory manner.• Always maintained a friendly and positive attitude towards guests, ensuring their needs and concerns were addressed with utmost care and professionalism.• Assisted in training new Guest Services Officers and provided ongoing support and guidance to ensure high-quality service delivery.• Recognized customer loyalty program to increase guest retention and satisfaction.

World

• Ensured customers received excellent service through direct salesmanship, prompt and courteous service.• Cultivated successful relationship with retail customers.• Identified customer requirements and assisted them with questions, needs and purchases.• Set up merchandise on sales floor, stock control, shop arrangements, window decoration.• Worked as a team to achieve department targets.

International Commerce, International Business

Mba Leadership, Team Management & Productivity