Laura V. Manotas Martínez
Barranquilla
Summary
Resourceful, strategic and well-rounded professional seasoned in managing and overseeing various aspects of cruise ship operation.
Goal driven, fast learner, flexible and efficient.
Overview
16
16
years of professional experience
Work History
Guest Services Manager
Margaritaville at Sea
04.2023 - Current
- Oversee Guest Services department, manage daily operations to ensure guest satisfaction and service excellence.
- Train and supervise team members to deliver outstanding customer service.
- Handle guest inquiries and resolve complaints efficiently and professionally.
- Oversee disembarkation and embarkation operation, to comply with the timings required for the vessel and ports of call.
- Prepare reports for shore-side and shipboard communication in a timely manner.
- Provide support with day-to-day operational issues related to guest services.
Documentation Purser (Clearance Officer)
Margaritaville at Sea
07.2022 - 03.2023
- In charge if ships clearance on every port of call, in communication with port agents.
- In charge of checking the documentation for all guests onboard (visas, work permits, parental consents, etc.). Working directly with CBP, and Immigration/Customs on other ports of call.
- Preparing and sending departure and arrival manifests, as well as medical assistance alerts via Port Agent.
- Oversaw disembarkation process from terminal and immigration area to ensure a smooth and timely flow, reporting directly to Guest Services Manager.
- In charge of offloading paperwork (cargo manifests).
Guest Relations Officer
Bahamas Paradise Cruise Line
07.2021 - 04.2022
- Greeted guests warmly upon arrival and ensured all their concerns were taken care of.
- Resolved guest complaints promptly to enhance overall satisfaction levels.
- Provided information about onboard activities and amenities to enhance guest experience.
- Processed payments for room charges, taxes, incidentals, using a POS system.
Senior HR Representative
Marquis Home Care
Barranquilla
06.2020 - 07.2021
- Managed employee recruitment and on-boarding processes for diverse healthcare roles.
- Coordinated recruiting efforts across multiple locations to ensure consistent hiring practices.
- Maintained HR records and ensured compliance with regulatory requirements.
- Collaborated with management to align HR strategies with organisational goals.
- Reviewed and evaluated job applications, conducted phone screens and scheduled interviews.
Massive events planning/production assistant
Carnaval de Barranquilla S.A.S
Barranquilla
10.2019 - 05.2020
- Assisted production teams in coordinating event logistics and scheduling activities.
- Supported setup and breakdown of stages, equipment, and decorations for events.
- Collaborated with vendors to secure necessary resources for successful productions.
- Participated in brainstorming sessions to develop creative concepts for upcoming events.
Guest Relations Staff
Cruise Management International
Miami
03.2019 - 08.2019
- Welcomed guests and provided information about cruise services and amenities.
- Coordinated guest requests and ensured timely responses from relevant departments.
- Assisted in resolving guest complaints with empathy and professionalism.
Guest/Customer Service
Hotel Sicarare & Hotel Ruta del Sol
Santa Marta
12.2016 - 11.2017
- Completed day-to-day duties accurately and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
Social Media Manager
Grupo Casa Creativa
Barranquilla
09.2015 - 04.2016
- Developed social media strategies to enhance brand engagement and visibility.
- Created and scheduled content across multiple platforms, ensuring timely posts.
- Monitored social media trends to adapt strategies and improve user interaction.
- Collaborated with design teams to produce visually appealing graphics for campaigns.
- Managed community interactions, responding promptly to user inquiries and feedback.
Community Manager
Combarranquilla
Barranquilla
03.2014 - 11.2015
- Developed community engagement strategies to enhance local involvement.
- Organized events to promote cultural and social initiatives in the community.
- Managed social media platforms to share updates and community highlights.
Communications and events
Tecnicor
Barranquilla
01.2010 - 12.2014
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services in a Community College.
- Prioritized and organized tasks to efficiently accomplish service goals for the students and teachers.
Customer/Guest Service
Pullmantur, Ocean Dreams Cruise Ship
07.2009 - 12.2009
- Cast/Hospitality member for a season.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
MBA - Specialist in Human Resources Management
Universidad Autonoma Del Caribe
Barranquilla, Colombia06-2024
Bachelor’s Degree - Education and Pedagogy
ENSH
Colombia01.2022
Social Communication and Journalism -
UNAD
Colombia01.2019
English Language (B2 European Framework) -
Universidad del Atlántico
Colombia01.2011
Customer Service, Tourism, Basic First Aid, Security & Protocol -
SENA
Colombia01.2011
Bachelor’s Degree - Pedagogy
Escuela Normal Superior La Hacienda
Colombia01.2007
Skills
- Hospitality
- Conflict resolution
- Operational management
- Training development
- Schedule coordination
- Exceptional communication
- Adaptability and flexibility
- Problem solving
- Attention to detail
- Documentation compliance
Personal Information
- ID Number: 1.140.840.048
- Age: 34
- Passport Number: BC 779621
- Date of Birth: 05/04/91
- Nationality: Colombian
- Driving License: 1140840048
- Marital Status: Single
- Place of Birth: Barranquilla, Colombia
Systems
- Microsoft Word
- Excel
- Outlook
- Publisher
- Fidelio Oracle Cruise
- Eleven OS
Professional Objectives
Provide stability and quality of life to my family and myself. Hardworking and reliable, always aiming to achieve the company's goals. Interested in a position that allows me to use my interpersonal and Customer service skills.
Accomplishments
- Bachelor’s Degree in Education and Pedagogy, ENSH, 2022, Colombia
- Social Communication and Journalism, UNAD, 2019, Colombia
- English Language (B2 European Framework), Universidad del Atlántico, 2011, Colombia
- Customer Service, Tourism, Basic First Aid, Security & Protocol, SENA, 2011, Colombia
- Bachelor’s Degree in Pedagogy, Escuela Normal Superior La Hacienda, 2007, Colombia
Career Development Goals
- Live new and exciting experiences
- Meet new people from all over the world
- Provide the best service possible
- Learn new skills, challenge myself
Omi Courses
- Personal Safety and Social Responsibilities.
- Fire prevention and Firefighting.
- Proficiency in personal survival techniques.
- Elementary First Aid.
- Security Awareness training for all seafarers.
- Crowd management safety and safety training for personnel providing direct services in passengers spaces.
Us Visas
- C1/D, JO476613, 10/24/13, 10/22/23
- B1/B2
Seaman Book
PO371917, 04/17/18
Languages
Main Language, Fluent, Beginner, Beginner
Areas Of Interest
- Guest Services
- Languages
- Human Resources
- Literature
- Photography
References
- José Martínez, Transportation América (US), +13058908545, jamd007@gmail.com
- Luis Manotas, SenDesk (Berlin, Germany), +4917622748559, lgerman@gmail.com
- Jack Denizard, US Customs and Border Protection (US), +178658600625, jack.denizard@cbp.dhs.gov.com
- Jesus Valega, Amazon (Spain), +34656597142, jvalega@gmail.com
Timeline
Guest Services Manager
Margaritaville at Sea
04.2023 - Current
Documentation Purser (Clearance Officer)
Margaritaville at Sea
07.2022 - 03.2023
Guest Relations Officer
Bahamas Paradise Cruise Line
07.2021 - 04.2022
Senior HR Representative
Marquis Home Care
06.2020 - 07.2021
Massive events planning/production assistant
Carnaval de Barranquilla S.A.S
10.2019 - 05.2020
Guest Relations Staff
Cruise Management International
03.2019 - 08.2019
Guest/Customer Service
Hotel Sicarare & Hotel Ruta del Sol
12.2016 - 11.2017
Social Media Manager
Grupo Casa Creativa
09.2015 - 04.2016
Community Manager
Combarranquilla
03.2014 - 11.2015
Communications and events
Tecnicor
01.2010 - 12.2014
Customer/Guest Service
Pullmantur, Ocean Dreams Cruise Ship
07.2009 - 12.2009
MBA - Specialist in Human Resources Management
Universidad Autonoma Del Caribe
Bachelor’s Degree - Education and Pedagogy
ENSH
Social Communication and Journalism -
UNAD
English Language (B2 European Framework) -
Universidad del Atlántico
Customer Service, Tourism, Basic First Aid, Security & Protocol -
SENA
Bachelor’s Degree - Pedagogy
Escuela Normal Superior La Hacienda
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