Lavern James

• Collaborated and coordinated, together with the Travelling Coaches, for the Roll-Out of The Celebrity Way, onboard Celebrity Reflection
• Assisted with Brand Service Standards (Service Excellence, Forbes readiness, WAYS and British Butler Service) during Healthy Return to Service onboard Celebrity Constellation
• Focus on Leadership Development Training (Leadership Bootcamp, Train the Trainer, Guesting Started as a New Leader, Ecornell), Service Excellence Training (SETS), RCLU, Career Pipeline, Explore Programs, ALPS 2.0 and Conversations that Connect
• Driving the focus and initiatives to enhance the understanding and importance of upholding the Leadership Values as well as Company's Vision and Mission, through The Celebrity Way, Our Elevated Service Standard Culture.
• Collaborate with Senior Management and Department Managers, to identify skill gaps and develop targeted training solutions to enhance and elevate the experience for our Guest as well as Crew focus.
• Conduct thorough needs assessments for individual departments, to tailor training solutions accordingly.
• Optimized existing e-learning courses by incorporating interactive multimedia elements to enhance user experience.
• Managed annual training budgets, ensuring cost-effective allocation of resources for maximum impact on employee development.
• Streamlined onboarding processes for new hires, resulting in reduced time to productivity.
• Increased employee satisfaction scores related to career development opportunities by implementing a transparent internal promotion process.
• Mentored Junior and Senior team members, fostering their growth and increasing departmental expertise.

• Managing between Specialty Dining as well as Main dining in cost effective ways
• Overseeing Guest satisfaction and training staff in various revenue generating methods as well as various in-house trainings (Service Standards - GOLD). Attention to Details
• Partaking in USPH inspections (certified by CDC), crew satisfaction also main focus
• Assessing teams on performance and needs analysis as well as developing talent
• Motivated staff to perform at peak efficiency and quality.
• Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Provided one-on-one mentoring to help individuals reach their full potential within the organization.
• Coached employees on best practices, providing constructive feedback to support their professional growth.
• Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
• Collaborated with subject matter experts to create accurate training content.
• Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
• Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.

• Developing and enhancing skills for newly recruited Royal Caribbean Crew
• Ensuring all training complies with company values and regulatory compliance
• Contributing special insight to GOLD service standards and Brand values
• Encouraging students to reconfigure their thinking to achieve inspirational moments and solutions
• Modeling the behaviour expected to build strong and positive relationships with the students
• Training and guiding new trainers on effective facilitation skills, time management, coaching & group dynamics
• Improving operational efficiency by diagnosing and resolving educational system problems & conflict
• Evaluating and assessing each students’ progress and readiness for coaching, counselling and feedback
• Assessing various department management in order to ensure training and skills are being authentically applied
• Ensuring that company is prepared for external audits
• Implementing and designing operational standards for the HR Centre
• Achieved 98%-100% scores for first audit
• Consulting with managing partners to better streamline Company’s Service Standards, feedback and communication initiatives

• Maintain induction of required core and management trainings (T&A, Ethics, Harassment, Star)
• Consulting with managing partners to create and maintain training specifics as required
• Analyse trends for on the spot feedback, coaching and counselling
• Collaborate with the HR Manager to screen crew for promotion in accordance with brand values
• Responsible to ensure compliance with all immigration and ship board regulations for crew are met
• Plan and deploy various roll outs from shore side for crew
• Maintain strong and positive relationships with all parties to ensure smooth clearance procedure;
• Partner with department heads to closely monitor ships manning levels are maintained
• Strategically and logically plan and analyse cost effective ways for a smooth process to crew movement

As a Yeoman, I fulfilled 4 positions in one.

The roll entailed being the Crew Administrator, Payroll Purser, F&B Administrator as well as the Culinary Administrator for the F&B Team.

Audit of time cards, calculate and distribute the payroll required for F&B Department, Meal count in the Galley.

• Administration of TSAM training directory + managing training directory + Administration of management development programmes, maintaining LAP and ACT assessments