Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Rodrigo Tirado Lizarraga

Rodrigo Tirado Lizarraga

Mazatlán,Mexico

Summary

Coordinate Guest Services Supervisor with more than 10 years of experience working for high-end hotel chains. Diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings and resolving common customer service issues. In-depth knowledge of hospitality industry and business administration. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work History

Guest Services Supervisor

Princess Cruises
09.2023 - Current
  • Ensure all guest complaints and defects are handled by Guest Services Officers with appropriate actions, responses, and time
  • Ensure all Guest Services Officers fully understand all financial procedures and maintain an accurate float and correctly settle shipboard accounts
  • Analyzes the Guest report and escalates issues to the appropriate parties without delay
  • Make daily shift schedule of Front Desk Team
  • Provide training to Guest Services Offices for product knowledge and Policies and Procedures
  • Communicate with Port Agent and make sure lost luggage is resolved without delay
  • Constantly provide logistic information of each port to Guest Services Officers to ensure to be more informative to guests and for smooth operation
  • Prepare for new voyage for various reports including accurate transit guest information and distribute relevant department in timely manner.

Night Manager

Princess Cruises
09.2021 - 01.2023
  • Ensure all guest complaints and defects are handled by Night Guest Services Officers with appropriate actions and responses
  • Collaborate with the night team to promptly resolve all the issues occurred during the night and communicate with day team to handover follow-up if necessary
  • Regularly helps the Customer Services team settle shipboard accounts by accurately placing credits/exceptions, transferring charges, and providing guidance per Hotel Policies & Procedures
  • Executing credit card authorization and blocking guest and crew accounts daily
  • Create daily Night Report and ensure all incidents happened during night are reported accurately and escalated to relevant management
  • Making balance report for bar inventory
  • In daily Preparation and distribution of the Onboard Earnings Report to all the revenues department
  • Ensures that the Customer Service Agents verifies all manual chits from the ship’s revenue outlets, including checking for authentication of signature and stateroom numbers
  • Consistently helps all Customer Service team understand how best to use hotel systems and other available tools; regularly enhances their knowledge of the product
  • Ensures staff understand and adhere to all Hotel Policies & Procedures at all times
  • Monitoring the cash deposit accounts; promptly provides the Finance Manager with a list of guests who have gone beyond the deposit amount.

Guest Services Officer

Princess Cruises
10.2017 - 01.2020
  • Delivering the best guest service standards that meet or exceed Hotel Policies & Procedures for every guest interaction
  • Listens to all guest service issues with empathy and understanding, showing genuine interest at all times
  • Promptly escalating to Supervisor if appropriate
  • Rapidly acquires a thorough knowledge of the ship, procedures, onboard product, daily activities, services provided, itinerary, and ports of call-in order to swiftly provide accurate information and answers to all guest questions or concerns
  • Takes ownership of each complaint her or she has recorded and regularly follows up with the guest in question
  • Includes specific details of the resolution when updating the guest in Focus file and keeps all relevant parties informed at all times
  • Accurately cashes travelers’ checks and provides cash change
  • Buys and sells foreign currencies and postage stamps as required
  • Responsibly accesses shipboard accounts, willingly providing guests with copies of folios on request and offering detailed explanations in response to any queries.

Junior Hotel Controller

Princess Cruises
04.2017 - 08.2017
  • Supports the Hotel Controller by partnering with the Inventory Manager to create and carry out a physical inventory routine for each location
  • Promptly and accurately enters the results from the inventory checks into Crunchtime and analyzes the inventory levels to ensure inventory counts are accurate; assists in managing down slow-moving and obsolete inventory
  • Performs accurate spot checks of physical inventory held in the main Hotel storerooms, bars, bar stores and cellars, and designated revenue department storerooms as assigned by the Hotel Controller; bring any variances in line with Hotel Policies & Procedures
  • Promptly and accurately invoices pick lists for hotel stores, linen, and uniforms into Crunchtime as required
  • Control of all cash auditing documentation and ensuring that all relevant documentation is prepared accurately.

Cabin Steward- Housekeeping

Princess Cruises
06.2015 - 04.2017
  • Handled special requests from passengers professionally, demonstrating adaptability and problem-solving skills.
  • Coordinated with other departments on board the ship, ensuring smooth operations and guest satisfaction.
  • Assisted in conducting safety drills for passengers during embarkation, ensuring all guests understood emergency procedures and felt confident in their safety onboard.
  • Provided personalized service to VIP guests, exceeding expectations and fostering repeat business.
  • Conducted thorough inspections of cabins post-cleaning, guaranteeing adherence to company quality standards.
  • Identified areas for improvement in cabin cleaning processes, implementing changes that led to increased efficiency without compromising quality standards.

Housekeeping Attendant

Princess Cruises
07.2014 - 04.2015
  • Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies.
  • Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
  • Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
  • Used chemicals by following safety protocols and procedures to avoid burns and injuries.
  • Kept building entryway glass clean and polished for professional presentation.

Human Resourses

RSI Buffet
01.2012 - 01.2014
  • Development of high customer service, achievement the company goals by creating self-esteem and leadership workshops.
  • Proactively sought opportunities for personal and professional growth, including attending workshops and conferences relevant to the customer service industry.
  • Contributed suggestions for process improvements during team meetings, resulting in more efficient workflows within the department.
  • Collaborated with team members to consistently meet or exceed monthly sales targets.
  • Participated in ongoing training sessions aimed at refining interpersonal communication skills as well as expanding product knowledge.

Accounting Intern

Estrella del Mar Golf and Resort
01.2011 - 01.2012
  • Prepared accurate financial reports by compiling data and analyzing trends for management review.
  • Prepared monthly closings by creating journal entries and reconciling accounts.
  • Assisted with annual audits, gathering required documentation and responding promptly to auditor inquiries.
  • Pitched in to help manager with special projects.
  • Supported month-end closing activities, ensuring timely and accurate reporting of financial results.

Education

J.D. - Tourist Administrator

Universidad De Occidente
Mazatlan, Sinaloa, Mexico
07.2008

Skills

  • Customer service abilities
  • Operations Management
  • Team Management
  • Guest accommodations
  • Strategic Planning
  • Customer Relationship Management
  • Concierge services
  • Conflict Management
  • Team Training
  • Foreign language proficiency
  • Policy Enforcement
  • Generating Reports
  • Guest Relations

Languages

English
Full Professional

Timeline

Guest Services Supervisor

Princess Cruises
09.2023 - Current

Night Manager

Princess Cruises
09.2021 - 01.2023

Guest Services Officer

Princess Cruises
10.2017 - 01.2020

Junior Hotel Controller

Princess Cruises
04.2017 - 08.2017

Cabin Steward- Housekeeping

Princess Cruises
06.2015 - 04.2017

Housekeeping Attendant

Princess Cruises
07.2014 - 04.2015

Human Resourses

RSI Buffet
01.2012 - 01.2014

Accounting Intern

Estrella del Mar Golf and Resort
01.2011 - 01.2012

J.D. - Tourist Administrator

Universidad De Occidente

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Rodrigo Tirado Lizarraga