Daphne Irais Parker
Hesperia,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Personable Guest Service Manager with skills in handling financial transactions and maintaining property management systems. Over 10 years of customer service experience and extensive knowledge of hotel operations and procedures. Builds supportive work environments that boost staff efficiency.
Overview
9
9
years of professional experience
Work History
Guest Services Manager
Princess Cruises
03.2021 - 01.2024
- Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
- Supervised a team of front desk agents, and supervisors ensuring adherence to policies, procedures, and top-notch guest service standards.
- Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
- Reviewed documentation and identified financial discrepancies where applicable.
- Mentored junior finance staff, fostering professional development and strong team dynamics.
- Trained new and existing staff members in various financial procedures to prepare for job requirements.
Crew Manager
Princess Cruises
03.2021 - 09.2021
- Maintained a safe working environment through strict adherence to safety protocols and guidelines.
Administration Officer
Princess Cruises
11.2018 - 02.2021
- Developed strong working relationships with colleagues, contributing to a positive work environment.
- Communicated with global offices by telephone and email to facilitate smooth arrival an clearance of the ship.
- Consulted customs brokers to arrange passage of goods through customs.
- Ensured compliance with procedures established by federal, state, and local laws governing security clearance.
- Preparation of all documentation required for arrival and departure of the ship.
Guest Services Supervisor
Princess Cruises
11.2018 - 02.2021
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved guests complaints swiftly, finding resolutions that maintained guest satisfaction.
- Supported team members by offering constructive feedback and coaching as needed.
- Reviewed upcoming events and planned for expected challenges.
Night Manager
Princess Cruises
11.2018 - 01.2021
- Resolved guest complaints promptly and professionally to maintain satisfaction.
- Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
- Trained and mentored new and existing staff to achieve best practices.
- Assisted to the Guest Services Manager and Hotel Controller with different financial tasks.
Junior Assistant Purser
Princess Cruises
02.2015 - 11.2018
- Tracked lost luggage reports diligently, coordinating with port agents to reunite belongings with rightful owners as soon as possible.
- Organized guest documentation, ensuring accuracy and timely processing during embarkation and disembarkation procedures.
- Collaborated with various departments to ensure seamless guest experiences throughout their cruise vacation.
- Assisted in financial management tasks, contributing to the efficient operation of the hotel department.
- Participated in safety drills and training sessions, enhancing overall ship security and emergency preparedness measures.
- Enhanced guest satisfaction by providing exceptional guest services and addressing concerns promptly.
- Contributed to a positive onboard atmosphere by engaging with guests professionally and courteously at all times.
Education
Bachelor of Arts - Hotel Management
Universidad Del Valle De Mexico
Queretaro12.2012
Skills
- Multitasking proficiency
- Guest service abilities
- Guest Satisfaction
- Decision-making capabilities
- Exceptional communication
- Team Management
- Cultural Sensitivity
- VIP handling
- Complaint Management
- Financial Management
- Verbal and written communication
- Strategic Planning
- Coaching and training
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Guest Services Manager
Princess Cruises
03.2021 - 01.2024
Crew Manager
Princess Cruises
03.2021 - 09.2021
Administration Officer
Princess Cruises
11.2018 - 02.2021
Guest Services Supervisor
Princess Cruises
11.2018 - 02.2021
Night Manager
Princess Cruises
11.2018 - 01.2021
Junior Assistant Purser
Princess Cruises
02.2015 - 11.2018
Bachelor of Arts - Hotel Management
Universidad Del Valle De Mexico