RICHARD LESTER
1999 NW 136th Ave, APT 460, Sunrise,FL
Summary
Cruise Specialist with extensive knowledge of Norwegian Cruise Line's ships, destinations, policies, and reservation system. Top performer in QA and PCS scores. Ready to apply 4 years of training experience in the theme park industry to a challenging long-term position
Overview
7
7
years of professional experience
Work History
Cruise Specialist
Norwegian Cruise Line
06.2022 - Current
- Serviced and processed new and existing individual reservation requests from travel agents and direct guests, resulting in positive customer experience.
- Escalated all issues and pertinent matters to the appropriate resource to ensure resolution.
- Communicated with specific organizational support departments as necessary.
- Demonstrated effort in maximizing revenue opportunities by offering to confirm space, offering stateroom category upgrades, communicate vacation value, provide ship attributes, offer air and land components, along with all available ancillary products.
- Applied expected behaviors to correct opportunities identified as a result of any quality related observations.
Computer Technician
Winchester Computers
07.2021 - 06.2022
- Answered over 20 calls per day to patiently walk individuals through basic troubleshooting tasks.
- Recovered critical information from data back ups to restore functionality.
- Recommended new and replacement hardware and software purchases.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
Assistant Supervisor
Busch Gardens Tampa
02.2019 - 07.2021
- Supervised day-to-day operations of multiple attractions
- Developed and coached a team of over 40 employees
- Trained new staff on customer service standards
- Led large training classes on emergency protocols in the event of a major ride malfunction
- Updated training procedures and paperwork based on business needs
- Maintained daily paperwork
- Enforced all park and departmental policies and procedures
- Disciplined and counseled employees when necessary
- Ensured departmental goals for safety, cleanliness, ride penetrations, and guest interactions are met
- Interacted with guest by providing excellent service in a efficient and courteous manner
- Recommended changes to policies and procedures to maximize team efficiency and productivity.
- Established schedules and assignments for staff members to enhance organizational efficiency.
Park Ops Host II
Busch Gardens Tampa
09.2017 - 02.2019
- Provided excellent guest service and worked in a team environment in a professional manner
- Maintained park cleanliness, including sweeping, picking up trash, changing trash can liners, picking up trays, mopping and changing restroom paper dispensers
- Maintained guest safety at multiple ride locations, ensured height restrictions, platform duties and control panel operations are being followed
- Answered guest questions and advise them on show times and park attractions
- Interacted with hundreds of guests each day by greeting them and providing excellent service in an efficient and courteous manner
- Followed SOP's necessary to perform job functions to serve guests a quality product
- Consistently practiced safe work habits including the use of Personal Protection Equipment, and reporting unsafe situations
- Trained new ride operators on proper safety protocols and ride operations.
Education
High School Diploma -
Lawton Chiles High School
Tallahassee, FL2013
Skills
- New Hire Training
- Lesson Planning
- Group and individual instruction
- Adaptability
- Creative Problem-Solving
- Quality Assurance
- Reliability
- Excellent Communication
Timeline
Cruise Specialist
Norwegian Cruise Line
06.2022 - Current
Computer Technician
Winchester Computers
07.2021 - 06.2022
Assistant Supervisor
Busch Gardens Tampa
02.2019 - 07.2021
Park Ops Host II
Busch Gardens Tampa
09.2017 - 02.2019
High School Diploma -
Lawton Chiles High School
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