Open To Work
Mason Hollandbeck
Birmingham
Summary
Transforming hospitality operations through dynamic leadership and strategic planning. Proven track record of enhancing guest experiences across multiple cruise ships, increasing rebooking rates by 33% and fostering a collaborative team culture. Expertise in optimizing operational workflows, ensuring quality compliance, and leveraging data analytics to drive sustained growth.
Overview
30
30
years of professional experience
1
1
Certificate
3
3
Event Planning and Coordinating Large Scale Events
2
2
Medical Certifications
2
2
Coast Guard Certifications
1
1
Counseling Certification
1
1
DOT Certification
1
1
TWIC
1
1
Notary
1
1
Six Sigma
Work History
Operations Assistant Fleet Manager
AMERICAN CRUISE LINES
01.2020 - Current
- Plan and coordinate staffing for 26 active and 4 incoming 200-passenger cruise ships, guiding 50 direct reports to prioritize the guest experience while upholding rigorous operational and programmatic workflows.
- Cultivated a culture that encouraged staff growth and dedication to customer service, tailoring events and programs based on customer feedback to enhance guest experiences and support organizational growth.
- Plan and implement fleet wide scheduling and travel.
- When onboard coaching how to exceed rebooking goals by 33% and maintain a presence with all guests.
- Manage competing programs in workforce management while maintaining a pulse on guest satisfaction.
- Maintain advanced understanding of all cruise operations including specific regions, ports of call, excursion offerings, and new vendor partnership opportunities.
- Conducted business analysis to identify solutions and mobilize resources to refine guest experience in collaboration with leadership team, contributing to cruise and hotel success.
- Strengthening brand credibility with guests by training team on best strategies in guest services, incident response, interpersonal communications, and integrity.
- Open lines of communications with senior leadership and frontline staff to reinforce fast-paced workflows and align all programs and activities with organizational vision.
- Tracked data using Tableau to analyze trends.
- Point of contact for planning fleet placement and scheduling for all onboard crew.
- Oversaw crew and officer travel arrangements nationwide while approving necessary budget adjustments to ensure adequate staffing on all vessels.
- Oversaw ship refurbishments during off-season and dry docks, ensuring project management adhered to schedule through close collaboration with stakeholders.
- Training and conducting training with newly hired chefs from pastry to executive.
- Working knowledge of ServSafe, inventory controls, procurement, liquor and specialty items orders via our vendors and local facilities.
Development Specialist - Admin & Shared Services
FRANCHISE WORLD HEADQUARTERS
01.2019 - 01.2020
- Oversaw complex logistics in communications, equipment procurement, documentation, and fee transactions for franchise owners for 6K+ stores spanning 6 territories on a national scale.
- Prepared and executed franchise agreements by owning entire store remodeling projects from floor planning to relationship management with contractors, vendors, and landlords.
- Maintained pool of qualified candidates by marketing franchising opportunities across digital and print spaces in coordination with development teams to increase candidate engagement.
- Sourced potential franchisees and coordinated ownership transfers to drive franchise growth and expand market presence.
- Collaborated with franchise owners and business consultants to address emerging store needs and adapt operations, mitigating risks and enhancing operational resilience.
- Maintained business continuity during COVID-19 pandemic as head of COVID-19 Task Force for GA and TN.
- Minimized store closures by 38% and secured first 100% attendance for Franchise Owners bi-annual meeting in 15 years.
- Strengthened interest in franchise ownership from 3% to 59% per 100 inquiries by serving as an invaluable resource to franchisees and providing subject matter expertise in key logistics, HR, reporting, marketing, and operations.
Director of Human Resources & Sales
PTS LOGISTICS LTL, LT, & WAREHOUSING
01.2015 - 01.2019
- Led entire HR department and maintained 100% compliance with local and federal departments of transportation.
- Increased revenue 25% by expanding client services 60% within 6 months post-migration to Salesforce and Streak.
- Bolstered warehouse supply chain client base by 150% with 100% warehouse fill capacity in 4 locations.
- Developed first company training manual to align workforce development with strategic company priorities.
- Enhanced company positioning by forging alliances with competitors and penetrating new market segments through comprehensive market analysis.
- Represented company priorities by facilitating presentations and negotiating competitive rates for services.
- Maintain license with DOT to teach and schedule statewide logistic plans for trucking and freight movement across the country.
Cruise Director / Senior Entertainment Staff
CARNIVAL CRUISE LINES AUSTRALIA
01.2014 - 01.2019
- Paved the way for an unforgettable guest experience as Director of all entertainment, shows, and events.
- Represented entire ship operation as highly visible guest champion, livening the entire cruise through engaging deck parties, meet and greets, live shows, and productions.
- Achieved top-tier NPS scoring by providing attentive support to guests and crew.
- Coached staff for stage performances and events, ensuring readiness and boosting confidence.
- Delivered live performances on stage to create memorable experiences for guests aboard the cruise.
- Trained and prepared Activity Team for scheduled and special assignments, monitoring activities and delivering feedback to enhance each event.
- Adhered to personal appearance and announcements schedules to increase guest awareness of various activities.
- Ensured compliance with Coast Guard safety regulations aboard by translating bridge announcements for guests during drills.
- Test crew regularly on fire codes, ship signals and emergency bells, and procedures for putting out and assisting with fire codes.
Director of Capstone Design Expo / Chief Administrator to NSF Director
GEORGIA DEPARTMENT OF EDUCATION
01.2011 - 01.2015
- Redeveloped the Georgia Tech yearly engineering capstone event into a biannual and largest capstone event in academia from 2012 to 2019.
- Administered support for 12C suite professors and chairs, serving over 5k students from freshmen to doctoral.
- Project received the White House Science and Engineering Award two years in a row.
- Chief Administrative Officer for Dr. Christopher Paredis, Director of NSF from 2013 to 2015 and Dr. Bert Bras, Chair of the Ford 1st Autonomous car project from 2012 to 2015.
- Reconciled and reported on funds from state, federal, and governing donor sources.
- Reporting to NSF distribution of funds to congressionally approved science and technology project so Ga Tech.
- Led the role of Administrative Chair and planned the CSER conference in 2013.
- Develop paper entry and acceptance criteria to be presented at the conference by developing a board of directors to assist with editing, and judging of all papers received.
- Plan menus, housing, flights, transportation, keynote speakers, and events for the conference.
- Led procurement and administrative functions for the Georgia Tech Inventions Studio.
- Charged with all funds donated to the studio and procurement of products and supplies as well as supervising the 80 student volunteer staff that ran the studio.
- Directed Capstone Design Expo for 4 years, overseeing growth and execution of largest capstone event in academia.
- Redeveloped program from 17 students to over 10 fields of engineering with 1200 students in collaborative teams.
- Coordinated all aspects of biannual event in sports complex, accommodating 10k visitors per hour.
- Development of scoring software to be used for invited industry leaders as judges.
- Acquiring over 200k in donations from alumni and companies wishing to have applications solved by students and be their working models displayed at each of the events.
Education
Business Management & Human Resource -
HR Management & Biomedical Engineering -
Certificate in Medical & Dental Teaching -
Skills
- Operations Management
- Fleet scheduling
- Logistics coordination
- Inventory control & Management
- Performance Management
- Continuous Improvement
- Process improvement
- Project management
- Business analysis
- Performance assessment
- Performance monitoring
- Workforce management
- Team Leadership & Training
- Hiring and training
- Onboarding and orientation
- Schedule coordination
- Employee scheduling
- Shipping and receiving
- Supply management
- Time management
- Attention to detail
- Document management
- Recordkeeping
- Documentation and reporting
- Administrative support
- Report generation
- Filing and data archiving
- Business & Financial Analysis
- Customer relationship management
- Guest services
- Customer support
- Conflict resolution
- Effective communication
- Meeting coordination
- Meeting facilitation
- Training development
- Event planning
- Thought leadership
- Strategic planning
- Policy enforcement
- Policy adherence
- Policy writing
- Performance tracking
- Workflow optimization
- Scheduling expertise
- Multitasking capacity
- MS office
- Spreadsheet management
- Document preparation
- Calendar management
- Contract review
- Professionalism
- Employee reimbursement
- Work Planning and Prioritization
- Bookkeeping
- Materials distribution
- Record preparation
- Shipping and receiving
- Performance monitoring
- Efficiency improvement
- Document management
- Project coordination
- Team leadership
- Spreadsheet management
- Filing and data archiving
- Materials distribution
- Professionalism
Affiliations
- HR Assoc.
- USAF Association
- Admin Professionals of America
- Restaurant Association
- CSER
- ASME Assoc.
Certification
- Six Sigma
- Teaching English as a Foreign Language
- Notary Public
- Licensed Officiant
- Certified Event Planning
- Maritime Safety Certification
- Certified Professional Counselor
- Real Estate Lic. (in progress)
- TWIC
- DOT
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
$103000/yr - $200000/yrAccomplishments
Employee of the Month and Year Ga Tech 2012
Timeline
Operations Assistant Fleet Manager - AMERICAN CRUISE LINES
01.2020 - Current
Development Specialist - Admin & Shared Services - FRANCHISE WORLD HEADQUARTERS
01.2019 - 01.2020
Director of Human Resources & Sales - PTS LOGISTICS LTL, LT, & WAREHOUSING
01.2015 - 01.2019
Cruise Director / Senior Entertainment Staff - CARNIVAL CRUISE LINES AUSTRALIA
01.2014 - 01.2019
Director of Capstone Design Expo / Chief Administrator to NSF Director - GEORGIA DEPARTMENT OF EDUCATION
01.2011 - 01.2015
WESTERN CENTRAL ADVANCED UNIVERSITY - Business Management & Human Resource,
COMMUNITY COLLEGE OF THE AIR FORCE - HR Management & Biomedical Engineering,
ASHWORTH UNIVERSITY - Certificate in Medical & Dental Teaching,