Working for 15 years for a great company cruise line as, Royal International, gave me the opportunity to learn lot about Customer Service, how to deal with a different guest complain and the best satisfaction you ever get when you were able to solve them, had a great managers whom were great coaches, learn different cultures, get trained it in safety and security, Emergency training, . All these past work years are been very enrichment for me to take the next step., as always do my best in my future job to make this company the best in Guest Customer Service, not only at the Front Desk also in Housekeeping Management.
Do my best to exceed guest vacation experience and expectations.
Well oriented to details.
As a cabin attendant, my duties were take care of a certain amount of cabin, mostly 18 to 20, ensuring these were spotless, and as always ensure to be be friendly with our follow guest ans crew. Follow up any guest request in regards their cabin accommodations, for example if if they wanted to bed softer, I ensure to place a mattress foam, if they to change their linen twice or three times during the duration of the cruise, we follow up, It really make me happy to follow their request, since our main goal always was to provide and exceptional customer service.
As a Head Cabin Attendant, I was assigned to check another cabin attendants sections, to ensure they were following up Company Standards, and most important deliver and exceptional guest satisfaction. Some of my responsibilities were check:
As a Guest Services Officer, we have great opportunity be the first to greet our guest, since and try to exceed their expectations, set it up their payment accounts, follow up all guest complains, any guest request like a birthday cake to be deliver, or set up a surprise engagement party. Follow up with our guest, after been fix any issue, like toilet not working or other complain, to ensure these has been fix it or follow up and if they are having a great cruise vacation.
As Guest Departure Officer duties were, organize a Guest Departure Plan, by sending at the begging of the cruise departures flyers to be fill by our follow guest to let us know their travel arrangements with times and airlines names, as well we did attached to this flyers a Valet Service Program that Royal Caribbean offered only in US Ports. And with this any guest whom were interested it in booked by a minimum charge, I had to follow up with their airlines to get send us luggage tags and our guest only has to place it on it and they will only see and pick up these at their final destinations. Most of them really like this program and booked it, sometimes I reached 700 guest whom booked, I was happy to follow up their request. Having both flyer filled I could have and idea after organize the Departure Process how many guest will depart early,late or will continue on board to continue another cruise. , I have to ensure to the departure process be smooth and fast, this process had a duration of maximum from two to three hours only.
Another of my duties where ensure all guest gets their luggage on time upon arrival and in case they did not get them after the ship pull out from home port, they filled a form with all their luggage descriptions, I followed up with their airlines, and some of them send it in the next ports of calls, I make sure to pick it up from our security department and deliver personally to their cabins. While they did not get it we provide complimentary clothing from our Guest Services Store, Laundry services, and also medical attention in case they required it. And the most important was following up with them on the daily bases by calling them to ensure they were fine, even after get them.
Working for Royal Caribbean International has been one of the best experience I ever had, being to do what I like, do always my best to deliver and extraordinary Guest Satisfaction, see their happy faces during and after the cruise, been amazing.
Starting from the bottom to the top, as Facilities Cleaner to Guest Departure Officer, and this included been a Front Desk Supervisor while I was in Senior Guest Services Officer.
I know still have a long way to go, but I am sure I am able to develop any management positions in the Hotel Industry, after all this years.
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