Контактна інформація

Шукач вказав телефон, ел. пошту та Facebook.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/5252561

Досвід роботи

Guest Services Supervisor, Assistant Shore Excursion Manager

з 07.2012 по 05.2019 (6 років 10 місяців)
Carnival Cruise Lines, Miami (Tourism & Hospitality, Cruise Ship Industry. World traveler.)

Освіта

Запорізький Інститут Єкономіки та Інформаційних Технологій

Фінанси, Запоріжжя
Вища, з 2007 по 2011 (3 роки 8 місяців)

Знання мов

Англійська — вільно

Додаткова інформація

Felisia Mendosa Plata
Experienced Tourism Sales Manager

Address: Ukraine, Zaporizhzhya 69096
Phone Number: [відкрити контакти](див. вище в блоці «контактна інформація»)
E-mail: [відкрити контакти](див. вище в блоці «контактна інформація») Skype: felusik1
Sex Female | Date of birth 18 March 1990 | Nationality Ukrainian


Education

Zaporozhzhye University of Economics and Informational Technologies High Degree in Accounting and Finance. 2007 - 2011

PROFESSIONAL EXPERIENCE

2016-2019 Assistant Shore Excursion Manager. Company Name: Carnival Cruise Lines

•Arrange and manage daily operations of the shipboard shore excursion program.
•Perform sales at the front desk. Place cold calls to increase sales. Helping guests to find the most suitable tour, informing about the meeting time/ place and requirements for each tour. Monitoring tours that are selling out, finding alternative tours to offer.
•Focus on growth of budget figures and exceeding sales targets by successfully managing the sales team
•Design and implement a strategic business plan that expands the company's customer base and ensure its strong presence
•Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs
•Present sales, revenue and expenses reports and realistic forecasts to the management team
•Promote Top 5 recommended tours which generates high revenue.
•Perform and participate on trainings, coach new team members. Anticipate management meetings and engage with other departments onboard.
•Inspect tours, complete familiarization trips and evaluate tour operators. Work outside during the dispatch; communicate with tour dispatchers in ports of call. Make sure tours leave on time/ return with no delays prior sailing/ monitoring total guests count on tours.
•Preparing all promotional materials such as banners/ brochures/ digital media/social media.
•Prepare End of Voyage Report. Deal with complaints, follow up with guests, document issue and provide compensation if it’s required.

2014- 2016 Customer Support Department Manager. Company Name: Auction Export

•Preparation and hosting master classes and trainings.
•Responsible for hiring process, set up team buildings, meetings and personal trainings.
•Submitting work performance results of my team,making schedule.

•Performing customer assistance and sales via phone calls and emails, mostly online.
•Dealing with international auto buyers. Arranging wholesale auto auctions and bidding process online.
•Assistance in a vehicle search. Preparing vehicle information to purchase for each customer individually. Arranging Transportation from USA to North and South America Countries. Had 10 agents under my supervision.

2012- 2014 Position: Guest Service Supervisor. Company Name: Carnival Cruise Lines

•Performing checking in/out process with extra care to the guests.
•Handling cash payments and paid outs, credit card transactions, updating it accurately in hotel operations system;
•Assisting guests with following arrangements: excursions, transportation, translation, restaurant reservations, etc.;
•Providing outstanding service to VIP guests: arranging special amenities to the rooms, following up with their requests during the whole stay, assisting with further reservations;
•Handling dispatch desk calls, emails, faxes, guest inquiries, assisting with complaints and resolving issues.
•Handling daily paperwork: cashier closure reports, credit card folios.
•Resolve guest complaints in a friendly manner, assuring guest is satisfied with the solution; Training new staff at the front desk operations. Arranging trainings, tests and hospitality classes. Responsible for safety and security onboard. Dealing with compensation according to company guidelines.
Started as Guest Services Associate and after 12 months was promoted to Supervisor.

May 2010 –September 2012 Administrator/ Guest Services Desk. Participant in “Work and Travel USA”

•Displaying first rate guest services at the Front Desk; Maintaining service and hospitality standards to all guests;
•Ensuring all of the guests needs are attended to in a prompt and friendly manner; Performing cash handling duties.

2007-2010 Sales Manager in Computer Club “Amigo”

•Provide excellent customer service and computer assistance.
•Handle customer care questions, problems and concerns related to computers. Complete the transactions which are necessary included in purchasing supplies, locating retailers, and accounting transactions.
•Manage computer system for the computer club.

Core Skills

•Customer Service, Foreign Language ( English & Russian fluent) , Transaction Processing, True Passion for Sales, Target & Revenue Oriented, Conflict Resolution, Team Oriented, Diplomatic, Complaint Handling, Adaptability, Leadership, Self-Motivation, Time Management.