Mark Jayson Domingo
Mandaluyong
Summary
Dynamic hospitality and management professional with a diverse background, including roles as Crew Purser, Clearance Officer, Night Manager, and Guest Service Officer. Proven expertise in team leadership, administrative efficiency, and exceptional guest services consistently drives operational success. Committed to fostering seamless operations and enhancing customer experiences through a proactive, service-oriented approach. Strong ability to adapt in fast-paced environments ensures consistently high standards of service.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Second Purser
Oceania & Regent Seas Cruises
11.2023 - Current
- Inbound and outbound clearance of vessels, passenger visa requirements, maintaining port requirements files, pre-arrival advice to port agents, manifest distribution, and compliance with the port pre-arrival requirements, maintaining communication between the ship and port agent, and port authorities, providing smooth daily clearance in the different ports of call for arrival and departure.
- Ensure that guests are traveling with the proper documentation, such as a visa, ETA application, and valid passport; assist with the disembarking guests, including way port, and ensure a smooth debark procedure, including transfer from ship to airport; provide immigration or customs forms to guests when required for completion for the ship’s clearance; assist the Chief Purser with finance and administrative tasks, including planning for the immigration face-to-face procedure.
Crew Manager
Princess Cruises
01.2023 - 05.2023
- Effectively manages all administrative services provided to all crew members.
- Ensures all joining crew have all the correct paperwork and documentation, and that all joining requirements have been properly arranged. Ensures all travel arrangements for disembarking crew are timely, accurately made, and communicated.
- Prepares all pre-arrival and departure crew immigration and customs documentation, and ensures that the appropriate port officials receive the required documents at the correct time.
- Communicates issues related to manning, payroll, handovers, etc., to appropriate onboard management, shore-side personnel, and payroll offices.
- Manages all crew cash transactions with strong attention to detail, and ensures all Crew Office funds/floats are accurately balanced daily.
- Ensures all crew complaints are listened to and understood with empathy, and follow-up ensures a satisfactory resolution is promptly communicated to the crew member.
Administration Officer
Princess Cruises
07.2018 - 01.2023
- Ensures all guest arrival and departure documentation is promptly and accurately prepared, updated, and distributed on board and to local authorities.
- Works efficiently with port officials to ensure we provide them with a suitable working area, and hand over the correct guest paperwork to ensure the ship’s clearance is timely obtained.
- Accurately advises all relevant parties on board and ashore of the number of guests and crew on board at the time of sailing.
- Coordinating the disembarkation process, managing the guest disembarkation application, and distributing disembarkation information, questionnaires, and Customs and Immigration forms.
- Coordinates with the shoreside embarkation team to ensure all boarding passes are collected, missing guest information is obtained, and ensures the ship remains in compliance with immigration, customs, and the ship’s requirements at all times.
- Preparation and execution of any guest and port that require Customs and Immigration inspections. Also assists in guest passport collection and processing, verification of visas required, and other port requirements.
Night Manager
Princess Cruises
01.2017 - 04.2018
- Monitors the performance of all hotel night supervisors, managers, and their teams to ensure they deliver consistently excellent customer service during every guest interaction.
- Ensures all guest complaints, including hotel defects, are listened to and understood with empathy by all night staff, and ensures staff show genuine interest at all times.
- Constantly analyzes the guest issues report throughout the night, and forwards information; when necessary, escalates issues to the appropriate parties in the morning without delay.
- Meets with guests on a one-to-one basis, as required.
- Accurately and promptly posts manual charges that are unable to be processed during the day.
- Regularly helps the Customer Services team settle shipboard accounts.
- Always monitors the guest accounts, and promptly provides the list of guests who have to settle the account prior to disembarking.
- Managed guest inquiries and resolved issues with prompt and courteous service.
Guest Service Officer
Princess Cruises
01.2012 - 10.2016
- 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 passenger questions or concerns.
- Listens to all passenger service issues with empathy and understanding, showing genuine interest at all times. Promptly escalates to the supervisor as appropriate.
- Ensures all passenger complaints, including hotel defects, are listened to and understood with empathy, showing genuine interest at all times.
- Takes ownership of each complaint he or she has recorded, and regularly follows up with the passenger in question. Includes specific details of the resolution.
- Responsibly handles financial transactions with a strong attention to detail, and ensures the cash float is accurately balanced daily.
- Correctly settles shipboard accounts by accepting payment made by credit card, traveler's check, or cash, swiftly and satisfactorily resolves all customer service issues affecting a passenger's cruise experience, and promptly sends a 'glitch'.
- Provided exceptional guest service to enhance passenger experience on cruise voyages.
- Assisted guests with inquiries and resolved issues promptly and professionally.
Education
AB - Political Science, Political Science and Government
Universidad De Manila
Manila, Philippines03-2007
Skills
- Office administration
- Immigration processes
- Customs compliance
- Documentation management
- Passenger services
- Port coordination
- Crew management
- Guest relations
- Administrative organization
- Problem solving
- Effective communication
- Attention to detail
- Complaint resolution
- Customs clearance
Travel Documents
- Passport, 06/09/31
- Seaman’s Book, 12/12/26
- C1/D Visa, 05/31/27
Personal Information
Age: 37
Certification
- International Convention on Standards of Training, Certification, and Watchkeeping for Seafarers - STCW
- Proficiency in Survival Craft & Rescue Boats (PSCRB)
- Crisis Management and Human Behavior on Passenger Ships
- Certificate of Proficiency in Security Awareness
- Safety Training for Passenger Providing direct Service to Passenger in Passenger Space
- Passenger Ship Crowd Management Training
References
References available upon request.
Timeline
Second Purser
Oceania & Regent Seas Cruises
11.2023 - Current
Crew Manager
Princess Cruises
01.2023 - 05.2023
Administration Officer
Princess Cruises
07.2018 - 01.2023
Night Manager
Princess Cruises
01.2017 - 04.2018
Guest Service Officer
Princess Cruises
01.2012 - 10.2016
AB - Political Science, Political Science and Government
Universidad De Manila
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