Andrea Ortiz
Fort Lauderdale,FL
Summary
Strategic and results-driven Director of Business Systems Solutions with 10+ years of experience at the intersection of hospitality, technology, and operations. Proven track record of leading cross-functional teams to deliver enterprise-scale systems that enhance guest experience, drive digital transformation, and optimize business performance. Deep industry expertise in cruise operations and travel services, coupled with strong vendor management, systems architecture, and leadership skills. Passionate about leveraging technology to deliver innovative, scalable solutions that align with organizational goals.
Overview
17
17
years of professional experience
Work History
Director, Business Systems Solutions
Virgin Voyages
02.2023 - Current
- Led the continued growth and development of a high-performing team of system analysts and architects, expanding capabilities across enterprise architecture, pre-cruise commerce, and guest experience platforms.
- Played a key role in expanding international markets for pre-cruise bookings, enabling system readiness and localization for new regions and currencies to support global growth.
- Oversaw the successful launch of Brilliant Lady, the third ship in Virgin’s fleet, ensuring operational readiness and alignment across all guest- and crew-facing systems.
- Drove ongoing enhancements to pre-cruise systems—including booking, personalization, and upsell capabilities—to increase revenue opportunities and improve guest experience before sailing.
- Championed initiatives that delivered measurable efficiencies and cost savings, including automation of manual workflows, improved data integration, and optimized vendor solutions.
- Continued to shape and execute the strategic technology roadmap in alignment with brand vision and long-term digital transformation goals.
Senior Manager, System Solutions
Virgin Voyages
01.2022 - 02.2023
- Supported continued growth of pre-cruise revenue streams, including upsell opportunities for shore things, dining, and add-on experiences through enhanced digital and commerce platforms.
- Partnered with commercial, finance, and technology teams to optimize systems that drove sales conversion, streamlined booking flows, and improved guest engagement prior to sailing.
- Identified and implemented operational efficiencies across systems supporting reservations, guest communications, and inventory management.
- Successfully led systems readiness and launch planning for Valiant Lady in her inaugural season, ensuring a seamless rollout of guest- and crew-facing technologies aligned with brand expectations.
- Continued to evolve and refine guest journey tools across pre-cruise, embarkation, onboard, and post-cruise phases.
Manager, System Solutions
Virgin Voyages
06.2021 - 01.2022
- Played a key role in the launch of Scarlet Lady, Virgin Voyages’ inaugural ship, during a historic post-pandemic return to cruising.
- Delivered end-to-end systems support across the entire guest journey, including pre-cruise, onboard, and post-cruise experiences.
- Led cross-functional efforts to deploy and enhance mobile app functionality supporting digital check-in, health screening, e-muster drills, itinerary management, dining reservations, and onboard purchases.
- Oversaw integration of guest experience platforms, such as wearable technology, contactless payments, cabin automation, and personalized communications.
- Collaborated with Product, IT, Marine, and Hotel teams to ensure system readiness and operational excellence under evolving safety protocols.
- Supported the seamless coordination of shipboard and shoreside systems to elevate overall guest satisfaction.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Business Systems Analyst
Virgin Voyages
04.2018 - 06.2021
- Led user acceptance testing and training sessions for enterprise rollouts.
- Conducted data analysis and provided strategic insights to senior leadership.
- Maintained and enhanced existing systems to optimize performance and user experience.
Manager, Systems Strategies
Disney Cruise Line
07.2017 - 04.2018
- Acted as a key liaison between operational teams and IT to ensure business needs were translated into technical solutions.
Business Systems Analyst
Disney Cruise Line
02.2015 - 07.2017
- Supported end-users with systems enhancements and issue resolution.
- Collaborated with developers and project teams on system rollouts and new features.
Travel Services Cruise Activities Administrator
Disney Cruise Line
10.2012 - 02.2015
Guest Services Supervisor
Sheraton Hotels & Resorts
06.2009 - 10.2012
Convention Services Associate/Coordinator
Walt Disney World
06.2008 - 06.2009
Education
B.S. - Event Management, Focus in Catering & Convention Services
University of Central Florida
12.2010
Skills
- Business Systems Architecture
- Enterprise System Implementation
- Digital Transformation Strategy
- Strategic Technology Planning
- Project Portfolio Management
- Agile & Waterfall Methodologies
- Stakeholder Engagement & Communication
- Budgeting & Cost Optimization
- Vendor Management & Contract Negotiation
- Change Management
- Cruise & Hospitality Operations
Technical Tools And Platforms
- Salesforce
- Oracle
- SAP
- Workday
- JIRA
- Confluence
- MS Project
- ServiceNow
- Power BI
- Tableau
- Advanced Excel
Timeline
Director, Business Systems Solutions
Virgin Voyages
02.2023 - Current
Senior Manager, System Solutions
Virgin Voyages
01.2022 - 02.2023
Manager, System Solutions
Virgin Voyages
06.2021 - 01.2022
Business Systems Analyst
Virgin Voyages
04.2018 - 06.2021
Manager, Systems Strategies
Disney Cruise Line
07.2017 - 04.2018
Business Systems Analyst
Disney Cruise Line
02.2015 - 07.2017
Travel Services Cruise Activities Administrator
Disney Cruise Line
10.2012 - 02.2015
Guest Services Supervisor
Sheraton Hotels & Resorts
06.2009 - 10.2012
Convention Services Associate/Coordinator
Walt Disney World
06.2008 - 06.2009
B.S. - Event Management, Focus in Catering & Convention Services
University of Central Florida
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