Paul Murphy Email & Phone Number

Southampton, United Kingdom

Provide first contact resolution and ensure a positive guest experience. Manage the front of house team to provide excellent customer service to our guests and colleagues.Guide the Administration Manager with proven best practices to ensure accurate sailing figures and arrival/departure clearance.Key Contributions:Fleet employee of the year 2018Increased onboard complaint resolution by 23 % in two monthDeveloped the Reception and Administration team through regular coaching and the implementation of personal development plans.Trained and coached new to role (and ship) team membersCompleted extensive work on behalf of the care teamIncreased guest satisfaction and net promotor scores through Rapid Response and ResolutionProvided complaint resolution training with Reception team and various managers from other departmentsPlanned and successfully executed face to face US immigration inspection on RWC 2019

Deliver best audit practices and reduce exposure by utilising assets appropriately and creating financial plans in accordance with company guidelines and procedures. Execute revenue plans and budget strategies for the fleet within a specific period on an annual basis to keep the company on top of the spending.Key Contributions:✯Led reduction in overtime cost by more than $80K within five months through implementing a policy on overtime and formulating a tracking report.✯Improved performance of hotel auditors by directing day-to-day activities across all ships and brands, while travelling around the fleet.✯Enhanced visibility of on-board inventory/spend and decreased costs by producing and executing financial reports across both fleets (P&O and Canard Line) within budget and time constraints.

Generated and distributed accurate financial, auditing, cruise cost, and revenue reports. Steered detailed audits of generated gratuities, production of month end payroll, and leavers pay in line with all statutory and corporate financially related policies. Maintained stockholding levels and conducted investigations regarding misappropriation and non-compliance of company procedures. Evaluated ship’s cost and revenue information by conducting market analysis, reviewing customer satisfaction questionnaires, and overseeing revenue generating initiatives.Key Contributions:✯Selected as “Employee of the Month” consecutively for two months due to excellent performance.✯Presented new and innovative ideas to improve the methods of performing daily work.✯Reduced payroll variances to zero by designing and creating a gratuities reporting programme in visual basic.✯Facilitated the helpful functioning of finance and cash handling team by delivering expertise, resources, and cultivating a positive team atmosphere.

Produced time sensitive reports nightly to ensure accuracy of all financial information, while reporting the financial revenue centres. Processed and arranged all on-board accounts and daily credit card authorisations. Ensured compliance with financial procedures in reconciling stock variances, supervising the stock of hotel stores and bars, as well as managing food and beverage costs.Key Contributions:✯Supervised the control and balancing of all shipboard currencies, including the main safe of up to £3M of equivalent currencies.✯Selected to implement new position of accounts manager, which later rolled out across the fleet.

• Daily balancing of all revenue centres and resolving any discrepancies.• Collecting cash payments from guest services officers, settling cash with financial controller• The generation of shoreside and onboard gratuity reports, • Posting onboard gratuities and onboard credits, daily credit card authorisations, balancing the voyage revenue and generating end of voyage reports.

Micro Computing & Information Technology, Merit

G.N.V.Q Business Studies, Distinction

General Studies, Maths C, English C, Biology C, Physics C, Chemistry C, Business Studies C.