Carnival Cruise Lines is global cruise operator, with ships servicing destinations around the world.In this executive leadership role, I am responsible for supporting our brand image, service delivery (as reflected in guest satisfaction and Net Promoter Scores), and long-term success through the optimization of the guest strategy and operations for a fleet of nine Carnival ships. I head a matrixed organization of Hotel Directors in managing that experience through excellence in process… Show more Carnival Cruise Lines is global cruise operator, with ships servicing destinations around the world.In this executive leadership role, I am responsible for supporting our brand image, service delivery (as reflected in guest satisfaction and Net Promoter Scores), and long-term success through the optimization of the guest strategy and operations for a fleet of nine Carnival ships. I head a matrixed organization of Hotel Directors in managing that experience through excellence in process improvements, capital investments, and change management in food and beverage, housekeeping, maintenance, customer service, safety, and other functional areas. Notable achievements:►Executed roadmaps that delivered consistent increases to revenue performance and group NPS Scores. I partnered with our Hotel Directors and others in identifying deficiencies, resolving issues, and driving change management.►Leading operational visits, audits, and business reviews, leveraging the findings to influence upgrades to team performance, service practices, and ship conditions.►Transforming the Carnival Splendor to #1 in our fleet for overall KPIs across thefull scope of hotel, facilities, and service operations.►Leading hotel components of drydock renovations, returning 12 ships to service within benchmarks.►Minimizing safety incidents via the integration of best-in-class EHS practices.►Sharpening hotel operations via leadership in the training of new and in-position Hotel Directors. ►Organizing crisis responses through effective monitoring, communications, reporting, operational transition, and morale activities.►Navigating my group of ships through comprehensive operational adjustments at the onset of COVID-19, and leading them in a post-COVID-19 return to service.►Receiving multiple individual, team, and ship awards and commendations for outstanding performance in safety, guest satisfaction, crew satisfaction, and other metrics. Show less

BaxterStorey is a leading in commercial business catering and foods services provider.In this role, I directed the full scope of dining services at an exclusive private 200-bed hospital. My organization was comprised of a team if employees and matrixed event staff defining and executing the foodservice delivery vision, with strategic and operational responsibility for planning, menu design, food preparation and presentation, customer service, and safety. Additionally, I personally… Show more BaxterStorey is a leading in commercial business catering and foods services provider.In this role, I directed the full scope of dining services at an exclusive private 200-bed hospital. My organization was comprised of a team if employees and matrixed event staff defining and executing the foodservice delivery vision, with strategic and operational responsibility for planning, menu design, food preparation and presentation, customer service, and safety. Additionally, I personally oversaw client relations, P&L performance, logistics, and workforce talent management and development. Notable achievements:►Building a high-performing organization that achieved top-tier KPIs for client satisfaction and P&L performance. I defined the core operating processes, elevated food and service delivery, and improved our staff and service organizations.►Cultivating BUPA Cromwell Hospital's reputation as the medical facility of choice for celebrities, dignitaries, and other high-net-worth patients. Show less

After serving as a Chief Purser and Guest Services Manager onboard several Carnival ships, I was promoted to direct the strategic vision, guest experience, and operational excellence as P&L owner. I directed an executive team and combined organizations of up to 1,400 employees driving P&L performance in housekeeping, entertainment, food and beverage, engineering, safety, and other functional areas. Notable achievements:►Directing the creation of high-performing hotel operations that… Show more After serving as a Chief Purser and Guest Services Manager onboard several Carnival ships, I was promoted to direct the strategic vision, guest experience, and operational excellence as P&L owner. I directed an executive team and combined organizations of up to 1,400 employees driving P&L performance in housekeeping, entertainment, food and beverage, engineering, safety, and other functional areas. Notable achievements:►Directing the creation of high-performing hotel operations that consistently received outstanding NPS scores and corporate Flagship awards for top-tier KPIs in customer satisfaction, crew engagement, and P&L performance.►Boosting top-line and bottom-line financial performance via collaboration with the retail stores, art galleries, photography, and other vendors to improve alignment and service.►Greatly improving guest satisfaction scores by collaborating across the leadership team on the revised service model, operating procedures, infrastructure, staff retraining, and key guest touchpoints.►Being selected by our corporate leadership to manage the turnarounds of underperforming ships and itineraries.►Preparing, developing, and promoting hundreds of team members into elevated roles, including Hotel Directors, via individual empowerment, culture building, and structured talent management. Show less