Edgar Sánchez Alcázar
Torreón,Mexico
Summary
Travel professional skilled in organizing and executing engaging shore excursions. Adept at enhancing guest satisfaction through meticulous planning and effective team leadership. Reliable in adapting to dynamic environments and focusing on collaborative success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Assistant Shore Excursion Manager
Norwegian Cruise Line
08.2016 - Current
- Maintain clear communication with all Tour Operators and coordinate tour dispatch with the team.
- Manage tour sales, monitor inventory, and maximize revenue opportunities while minimizing penalties.
- Arrange shuttle bus services and local hospitality services for guest convenience.
- Collaborate with the Concierge to ensure the smooth delivery of shore collections and private arrangements.
- Work with the team to prepare an engaging Port Talk Presentation for guests.
- Print and distribute shore collection tickets and booking forms.
- Create reports and take responsibility for invoice reconciliation.
- Coordinated shore excursion logistics to enhance guest experiences and operational efficiency.
- Developed training materials for staff to ensure consistent service delivery across excursions.
Customer Service/ Recreation Host and Coordinator
Club Casablanca
10.2011 - 08.2016
- Receive comments, complaints and suggestions, give general information, administrative activities and more about the facilities.
- Greet new arrivals to activities, introducing them to other participants, explaining facility rules, and encouraging their participation.
- Organize, lead, and promote interest in recreational activities such as arts, crafts, sports, games, camping, and hobbies.
- Manage the daily operations of recreational facilities, evaluate equipment and facilities, and adapt activities to meet participant needs.
- Explain principles, techniques, and safety procedures to participants in recreational activities, and demonstrate use of materials and equipment.
- Evaluate recreation areas, facilities, and services in order to determine if they are producing desired results.
- Ensure all to follow the rules and regulations of recreational facilities in order to maintain discipline and ensure safety.
- Administer first aid according to prescribed procedures, and notify emergency medical personnel when necessary. Complete and maintain time and attendance forms and inventory lists.
Assistant Manager
Cinépolis
03.2008 - 09.2011
- Identify sales strategies. Friendly and customer service oriented at all times.
- Identify customers’ needs and respond proactively to all of their concerns, Comply with all health and safety regulations.
- Implemented inventory management systems to optimize stock levels and reduce waste.
- Coordinated special events and promotions, increasing attendance and revenue.
- Analyzed operational processes, identifying areas for improvement and cost reduction.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Customer Service Supervisor
Sport City
09.2006 - 02.2008
- Respond to customer inquiries in a timely and accurate manner, by phone, email or chat.
- Identify customer needs and help them use specific features.
- Analyze and communicate failures in the operation of products (for example, try different situations or imitate users) Update our internal databases with information on technical issues and useful conversations with customers.
- Monitor customer complaints on social media and contact customers to provide support.
- Share feature requests and effective workarounds with team members.
- Inform customers about new features and functionality.
- Follow up with customers to make sure their technical issues are resolved.
- Collect customer feedback and feedback and share it with our product, sales, and marketing teams.
Education
Journalism Degree -
Centro de Estudios Universitarios PART
Mexico09.2003
Skills
- Travel industry experience
- Interpersonal relations
- Sales proficiency
- Logistics management
- Tour planning expertise
- Teamwork
- Customer service
Accomplishments
- Achieved smooth daily tour operations by completing departure coordination, manifest updates, and tour operator communication with accuracy and efficiency.
- Resolved operational issues promptly while ensuring high levels of guest satisfaction throughout the shore excursion experience.
Certification
- Leadership course, Reddin Consultants, February 2015 — May 2015
- Guest Service, Reddin Consultants, June 2014 — November 2014
Languages
English
Timeline
Assistant Shore Excursion Manager
Norwegian Cruise Line
08.2016 - Current
Customer Service/ Recreation Host and Coordinator
Club Casablanca
10.2011 - 08.2016
Assistant Manager
Cinépolis
03.2008 - 09.2011
Customer Service Supervisor
Sport City
09.2006 - 02.2008
Journalism Degree -
Centro de Estudios Universitarios PART