Cruise Ship Staff

Guest Services Supervisor — Oceanic Vista Cruises

Miami, FL | January 2024 – Present

• Supervised a team of 14 Guest Services Associates aboard a 3,500-passenger vessel, boosting team performance metrics and improving department service quality ratings by 16%.
• Coordinated embarkation and debarkation logistics for up to 4,000 passengers per cruise cycle, reducing average guest wait times by 12 minutes through digital pre-registration validation.
• Managed the shipboard guest accounts department, audits, and currency exchanges, resolving up to 150 daily billing disputes and maintaining a ledger variance below 0.05%.
• Implemented a new onboard service-recovery protocol using Fidelio Cruise, reducing unresolved guest complaints at debarkation by 32% over a 6-month period.

Guest Relations Associate — Meridian Star Cruises

Fort Lauderdale, FL | June 2021 – December 2023

• Facilitated reception desk services, cabin re-assignments, and shore excursion bookings for over 2,800 guests weekly, achieving a 96.5% personal guest satisfaction score.
• Partnered with housekeeping and food & beverage teams to resolve 40+ daily passenger maintenance and service requests, reducing average completion time by 20%.
• Administered guest safety manifest documentation for US Coast Guard and port authority inspections, ensuring 100% compliance with maritime safety regulations.
• Trained 8 incoming international crew members on shipboard POS systems and guest relations protocols, shortening ramp-up time by 15%.

Guest relations, Passenger embarkation & debarkation, Conflict resolution, Onboard accounting & billing, Crew supervision, Fidelio Cruise PMS, MXP Marine Platform, Micros POS, Silverware POS, STCW Basic Safety Training, Crowd management, USPH sanitation guidelines, Bilingual (English & Spanish)

Digital Check-in Migration

Role: Project Lead

Tools: Fidelio Cruise, MXP PMS, iPads

Led the onboard rollout of a mobile passenger check-in system, training 20+ staff members and reducing embarkation terminal processing time by 22%.

Crew Safety Integration Program

Role: Safety Muster Coordinator

Tools: Muster Station App, VHF Radios

Re-engineered passenger safety briefing pathways for 3 muster stations, cutting mandatory drill completion times by 8 minutes while maintaining 100% regulatory compliance.

• STCW Basic Safety Training (BST) (2021)
• Crowd Management Certificate (STCW V/2) (2022)

• Languages: English (Native), Spanish (Professional Working Proficiency)
• Certificates: United States Public Health (USPH) Vessel Sanitation Program Certificate
• Availability: Immediately available for shipboard contracts