• Responsible for leading, mentoring, and training a team of individuals who provide exemplary customer• Must maintain guest ratings and comments• Participate in boarding processes; balance operational needs between the Financial and Guest Services departments• Assist in compiling shoreside reports as needed.

Responsibilities:• Responsible for Manila Guest Experience overall Operations. • Assist with the development and implementation of standards, policies and procedures to optimize the department.• Successfully handle 4th tier level escalations on behalf of executives• Manage, Track and Control departments budget, related expenses, service recovery and compensation efforts to fully drive accomplishment of targeted objectives• Lead the Team to drive growth, performance management and effective succession planningKey Achievements:• Setting up internal policies and standard processes that coincides with the local labor law in the Philippines• Grew our operations– started with only 11 agents and has now 85 agents, 4 supervisors and 3 team leads in a span of 4 years in accordance to growth in the business • Awarded the Commodore Award on the 4th Quarter of 2016 and 1st Quarter of 2018 – recognition created to award shore side employees for going above and beyond their service. • Awarded (2) Admiral Awards - Visionary of the 1st Quarter of 2018 recognition created to award exceptional land-based leaders for going above and beyond their service. Nominee displays outstanding core competencies for their respective level, with emphasis on ‘Designs for the future’ and ‘Thinks and acts globally’.• Appointed Leader for the Employee Resource Group – LGBTQ+ for the Company’s Diversity and Inclusion program which aims to foster a safe and inclusive workplace and promote equitable & collaborative relationships. It enables the current and future employees to achieve their dreams by attracting, celebrating, rewarding and retaining an engaged, diverse and inclusive workforce.

Appointed leader for the Employee Resource Group - LGBTQ+ for the company’s Diversity and Inclusion Program which aims to foster a safe and inclusive workplace and promote equitable and collaborative relationships. It enables the current and future employees to achieve their dreams by attracting, celebrating, rewarding and retaining an engaged, diverse and inclusive workforce