Patronella Chenzira Howera
Carnival Cruise Lines
California City,CA
1
Language
11
Years of experience
Dedicated Guest Services Supervisor with a proven track record in enhancing customer satisfaction and streamlining operations. Expertise in conflict management and team training, driving guest engagement and operational efficiency.
Work History
Guest Services Supervisor
11 Years 2 Months- Supervised guest services team, ensuring high standards of customer satisfaction and service delivery.
- Coordinated with various departments to resolve guest issues swiftly and effectively.
- Implemented process improvements that increased guest engagement and streamlined service operations.
- Developed training programs for staff, enhancing operational efficiency and service quality.
- Resolved guest complaints effectively, maintaining positive relationships and improving overall experience.
- Coordinated scheduling and staffing for peak periods, optimizing resource allocation to meet demand.
- Collaborated with other departments to enhance service offerings, contributing to overall cruise experience improvement.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Supported team members by offering constructive feedback and coaching as needed.
- Reviewed upcoming events and planned for expected challenges.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Assisted guests with arranging transportation services or booking local attractions during their stay at the hotel.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Managed front desk operations, ensuring smooth communication between departments and seamless guest experiences.
- Collaborated with housekeeping staff to ensure timely room turnovers and high cleanliness standards.
- Implemented a proactive approach to problem-solving for swift resolution of guest issues and complaints.
- Processed guest payments and provided accurate change.
- Coordinated with maintenance teams for prompt repairs in guest rooms and common areas, maintaining a well-kept environment.
- Ensured compliance with all safety regulations by conducting regular audits of emergency procedures and equipment maintenance schedules.
- Conducted regular team meetings to discuss service improvements and guest feedback.
Floor Supervisor
11 Years 2 Months- Supervised daily operations ensuring compliance with safety and service standards.
- Trained and mentored team members to enhance performance and customer satisfaction.
- Implemented process improvements that streamlined workflow efficiency across departments.
- Coordinated inventory management, optimizing stock levels and reducing waste.
- Coordinated scheduling and staffing to meet operational demands during peak seasons.
- Conducted regular inspections to maintain cleanliness and organization throughout work areas.
- Resolved guest complaints promptly, enhancing overall onboard experience and loyalty.
- Collaborated with management on strategic initiatives for service excellence and operational success.
- Resolved conflicts among staff members diplomatically, maintaining a harmonious working environment conducive to productivity.
- Enhanced customer satisfaction by effectively managing floor operations and addressing concerns promptly.
- Served as a positive role model for staff, exemplifying strong leadership qualities and a commitment to company values.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Ensured store cleanliness and safety with consistent inspections and proactive maintenance tasks.
- Monitored employee adherence to company guidelines regarding dress code, punctuality, and workplace conduct for consistency across the team.
- Collaborated with management team for strategic planning purposes, offering valuable insights based on firsthand experience at the floor level.
- Held team meetings to gain feedback, provide updates and set policies.
- Maintained accurate records pertaining to personnel matters such as attendance tracking or performance evaluation documentation.
- Delegated tasks to employees to enhance productivity and workflow.
- Prepared and submitted daily, weekly and monthly performance reports to inform upper management.
- Fostered high-quality customer service across team by modeling standards and providing employees with direction and coaching.
Education
No Degree - Business Administration
Skills
Service delivery standards
Guest engagement
Conflict management
Customer satisfaction
Team leadership
POS systems operations
Team supervision
Task delegation
Policy enforcement
Performance improvements
Loss prevention
Performance coaching
Service delivery coordination
Workplace organization
Customer engagement strategies
Email and phone communication
Critical thinking
Positive attitude
Staff training
MS office
Decision-making
Computer skills
Mentoring and training
Clear communication
Work scheduling
Safety procedures
Word processing
Emergency response
Languages
Spanish
Limited Working
Timeline
Guest Services Supervisor
Carnival Cruise Lines
06.2015 - CurrentRead More
Floor Supervisor
Carnival Cruise Lines
06.2015 - CurrentRead More
Pitman Diploma
No Degree from Business Administration
Read More