Thomas R. Email & Phone Number

Lyndhurst, Gb

World

Organise and oversee the effective delivery of customer service throughout the vessel striving to meet and exceed expectations  Provide a visible presence to passengers and effectively resolve issues and complaints, ensuring all guest concerns are dealt with in a professional and customer focused manner  Act as point of contact for guests experiencing unexpected situations such as health issues or bereavements and provide a high level of care and understanding.  Oversee and support the delivery of Weddings at sea, renewal of wedding vows programme and onboard activities such as group functions, the scattering of ashes and private parties, ensuring the functions are organised and delivered in an efficient and effective manner.  Oversee and control guest and crew cabin inventory  Processing cabin changes in line with guest requests and act as the primary contact for passengers with regards to resolving cabin service issues  Coordinate cabin repairs with the onboard technical department and housekeeping and update passengers accordingly  Ensure all administration matters relating to the guests and ship’s clearance in and out of port are completed.  Arrange the effective organisation and movement of guests and baggage during embarkation and disembarkation  Effectively manage area of responsibility, complete appraisals identifying development opportunities and provide support to supervisors to guide, motivate and direct their respective team members.

World

I was asked to manage and actively lead the roll out this new position within the fleet. It is a brand new position that reports directly to the HGM.  Overseeing the wider hotel operation & drive changes and support the wider business vision  Identifying and root cause removal of irritants from the guest flow and experience  Responsible for ensuring service standards are met by undertaking reviews and providing coaching  Responsible for ensuring the ship conform to brand standards; presentation and delivery of Hotel condition  Support the guest journey by identifying opportunities to continuously improve flow and logistics  Develop and manage Officer visibility and engagement programme to ensure we exceed guest expectations  Driving the brand vision and ensuring standards are maintained  Supporting revenue generation  Ensure that robust control procedures are implemented and maintained to meet service standards  Champion the P&O Service Programme, demonstrating leadership behaviours; coaching, supporting and challenging teams to achieve the most effective ways of working.  To manage all aspects of performance of assigned direct reports.  Attend corporate sponsored social events as required

Provide all services of Reception desk including, lost luggage, cabin changes, lost and found services, issuing guest cruise cards, passport checks and broadcasting announcements for outstanding guests at departure as well as instructions for embark and debark.  Responding to guest concerns in a considerate, professional, and positive manner by showing empathy and actively listening.  As this was a dual role I would delegate tasks between the receptionists during the running of my events on board. These events would consist of weddings, renewal of vows, birthdays, anniversaries, scattering of ashes and maiden calls of port. Having such a variety of events allowed me to utilise my diverse skills in dealing with any situation.  Ensuring that there is a communication between the guest and the departments and therefore constantly liaising with the numerous departments throughout the ship.  Assisting with the completion of documentation for guest immigration, smooth running of events and assisting the Administration Manager with cruise cards and clearance on arrival, as well as assisting with tracking of guests for all on board.  Takes ownership of guest concerns, by following-up and ensuring complaints are resolved to the guest’s satisfaction.  Dealing with all types of foreign currencies, traveller’s cheques and card transactions and ensuring that floats and payments were balanced at beginning and end of the shift and forwarded to the Financial Manager.

Southampton, England, United Kingdom

Manage the guest movement through the various cruise terminals adapting the operational plans as required.• Working within the port security plan to ensure stores, baggage and guests meet the required criteria while maintaining the call timings.• Accountable for up to 100 people during turn-around-day.• Plan, execute & manage World Cruise calls, Barbados Fly-cruise calls, New York calls and Med Fly-Cruise calls.• Planning and running cruise ship calls into our home port of Southampton for various companies including P&O. Cunard, AIDA, Princess, and other cruise line companies throughout the year.• Liaising with various stake holders such as ports, stevedores, ships, pilots, bunkers and tugs.• Maintaining port costs, reducing costs where possible.• Manage the guests transfer movement via buses, airport arrivals/departures with our preferred suppliers.• Plan, execute & manage Round World Cruise calls, Barbados Fly-cruise calls, New York calls and Med Fly-Cruise calls. I've experience at setting up highly successful brand new fly cruise operations in Genoa and Valletta. I've also been heavily involved in ship launches, managing the celebration ship visits through the terminals.• Assisting to manage cruise calls during the industries ‘Return to Service’ as we emerge from the Covid pandemic. Implementation of new health protocols required to operate again and moving dynamically as requirements change.

Ensuring a prompt clearance for the vessel on arrival and departure by liaising with the relevant port agencies and authorities with all required paper work and other clearance formalities.  Dealing with in-port issues such as medical disembarkations, missing guests, lost passports and transfers for guests and crew.  Ensuring all guest and crew manifests are accurately updated daily and ready for submission for the following port.  Ensuring all electronic submissions are uploaded for relevant authorities in accordance with regulations such as Caricom, Russian Uploads, SafeSeaNet and all UKBA submissions.  Preparing relevant immigration requirements for any embarking/disembarking guests for each port. This consists of collecting of passports, arranging immigration appointments, checking all guests have relevant documents to travel and ensuring all arrangements for onward travel are in place  During my World Voyage and the Caribbean season I arranged frequent full face to face immigration for all guests. I arranged the venue as well as issuing relevant paper work to the cabins for the guests in an effective manner.  Planning, organisation and running the check-in procedure for the ship. Although the majority of turnaround operations take part in Southampton I have also helped to have organised and ran these is a variety of ports and terminals around the world such as Dubai, Sydney, Singapore, Barbados and St Lucia  Planning to make sure that all cabins are allocated for relatives travelling, OCS and guest entertainers who will be embarking the ship.  Updating and maintaining the ships muster lists each day to make sure they are ready for use.  Ensuring that reports are run each night, and that the systems are ready for use in the morning for the ships departments.  Working with a large team during the night, and leading a team which includes housekeeping, reception, food and beverage and security.

New Forest, England, United Kingdom

Hiring and Training new staff - Helping new hotel owners to develop and grow the hotel - Organising Rotas - Paying wages - Duty Manager shifts - Organising and running events including large weddings, showcases, birthdays as well as nightly dinner services - Liaising with all departments within the hotel ensuring the smooth running - Adjusting menus and pushing advertising to ensure revenue targets are met.

New Forest, England, United Kingdom

Bachelor'S Degree, Sports Studies

National Diploma, Sports And Exercise, Triple Merit