Frank D. Email & Phone Number

Director - Hotel - Cruise Liner Operations taking guest satisfaction to the next levelMy career has focused upon managing delivery of Guest Service Excellence and on maximising operational efficiency to grow the market profile, reputation and revenue of luxury cruise liner operations. I gain immense satisfaction from creating service development initiatives, building excellent guest relations, and optimising resources to ensure the customer experience is memorable, and the excellent reputation, revenue and profit of luxury 5 star hotels is maintained. Central to success has been building relationships with multinational guests, and empowering and inspiring teams to consistently deliver ‘service excellence’Here is a small selection of career highlights … Improved the operations management team’s performance via coaching and clearly defined goals  Built a culture of shared accountability by applauding the achievement of performance targets  Partnered sales and operational teams to streamline and optimise the sales and service process  ‘Developed High Performing Teams’ through the design and delivery of training plansSKILLSHospitality | Hospitality Ambassador | Cruises – Hotels | PR Guest Relations | Tourism | Leisure Travel HR Management | Team Leadership | Capability Building | Performance Management | Nurturing Talent | Retention | F&B – Catering | Fine Dining | Menu Design | Banquets | Service Management | Corporate Events Operations | KPI Service Levels | Pre-opening | Events Planning | Service Excellence | Change Management | Quality Control | Service Excellence | H&S | Security | Finance | Budgets - Cost Control | Profit | Inventory Management | Revenue Growth | Resource Planning

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  Hotel Director

  Carnival Cruise Lines

  Jul 1993 - Mar 2019 - Miami/Fort Lauderdale Area

  I lead Hotel Department Heads during luxury cruises to ensure Officers, Staff and Crew deliver the brand’s exemplary service and safety standards to up to 3,002 Guests - Carnival Destiny 2,675 - on Fantasy class vessel worldwide voyages. My role covers five clear themes:Guest Relations | cultivating a happy, professional atmosphere from initial contact to disembarkation – “a totally enjoyable experience”. This is achieved by continuously innovating to improve guest services, team training and motivational leadership - communicating clear messages to gain staff buy-in to achieving the brands service vision.HR Leadership & Management | I lead Departmental Head meetings / briefings, reviewing performance and fostering a knowledge-sharing culture across 15 Heads of Department and up to 1100 staff. The focus is on Creative Service Solutions, Time Management, Guest Communications, and Fair Leadership training.Sales & Marketing | this covers corporate marketing, point-of-sale and special ‘shopping’ promotions, and the promotion of on and off-shore social itineraries, shore excursions and group events.Food & Beverage | a key aspect of F&B is food cost control, and bars and inventory / store control, and planning and coordinating menus with the Executive Chef.Health, Safety & Security | a vitally important aspect of my role includes managing H&S compliance: hygiene standards (USPH, HACCP), fire safety, risk assessments and statutory regulations