Summary
Overview
Work History
Education
Skills
Timeline
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Robert Marshall

Georgetown,Guyana

Summary

Passionate and dynamic leader with proven expertise in customer service, problem resolution and team building skills. Strong communication and interpersonal skills with focus of building a positive brand while fostering continuous team and guest experience. Very focus on achieving individual and team goals, with dedication to company's overall KPI's

Overview

12
12
years of professional experience

Work History

Front Desk Manager

Royal Caribbean International
11.2014 - Current
  • Enhanced guest satisfaction by efficiently addressing and resolving concerns during their cruise.
  • Train & mentor front desk staff on correct procedures, compliance requirements, and performance strategies , fostering a supportive work environment that facilitated professional growth.
  • Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Monitors front desk operations to make sure the company's goals and policies are maintained along with staff productivity, and operational efficiency.
  • Assisting in organizing and overseeing assignments to drive operational excellence.

Guest Administration Officer

Royal Caribbean International
03.2013 - 11.2014
  • Efficiently expedites the clearance of the ship through the preparation of necessary accurate customs and immigration reports.
  • Ensures the collection of guest immigration information to prepare manifests for customs and immigration authorities in ports of call.
  • As a key player within the Guest Services division provides the necessary support, lending assistance where needed, in addition to clearance responsibilities as and when deemed necessary by the Front Desk Manager.
  • Participates in the boarding process by reviewing immigration documentation such as passports and Alien Resident Cards (ARC) to determine validity of documents.
  • Responsible for playing a key role in a team of empowered individuals who will strive to deliver focused and extraordinary customer service in accordance with Guest Services Vision and Mission Statement. Taking ownership and accountability for reacting to guest feedback and requests effectively and efficiently. Through maintaining a detailed knowledge of all guest ratings, performance metrics, and comments assists in maintaining a culture throughout the Guest Services team for owning issues and resolving to the full. The Guest Administration Officer will ensure that the Guest Services team is striving to achieve these goals and establishes a reputation for prompt and industry leading service.
  • Directly responsible for submitting the Advance Passenger Information System (APIS) report, Notice of Arrival (NOA). Prepares Landed Goods Advice with appropriate disposition instruction following customs procedures.

Guest Service Officer

Royal Caribbean International
09.2011 - 03.2013
  • The Guest Services Officer must be Friendly, Passionate, and Committed. Actively listens and extends assistance to resolve guest issues and concerns. A strong guest satisfaction disposition is mandatory, a people person, with a great sense of humor.
  • The Guest Services Officer must possess outstanding hospitality, focused customer service, strong communication, organizational skills and effective decision-making abilities. Maintaining a high level of professional appearance and demeanor always.
  • Enhances department and company reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
  • Provides cash and guest account services at the Guest Services desk such as accepting cash payments, cashing personal or Traveler’s checks or exchanging foreign currencies. Follows established procedures to maintain, safeguard, balance and reconcile, assigned cash float. Assists guests during boarding and departure process, including establishing onboard credit, assisting with Shorex ticket purchases and closing of guest accounts.

Education

Team Development, Coaching, Leadership, Culture

Ecornell - Learning Paths

Bachelor of Science - Biology

University of Guyana
Georgetown, Guyana

Skills

  • Customer Oriented
  • Strong Team leadership
  • Strategic Planning
  • Problem Solver
  • Decision maker
  • Team Building
  • Mentor
  • Active Listening Skills

Timeline

Front Desk Manager

Royal Caribbean International
11.2014 - Current

Guest Administration Officer

Royal Caribbean International
03.2013 - 11.2014

Guest Service Officer

Royal Caribbean International
09.2011 - 03.2013

Team Development, Coaching, Leadership, Culture

Ecornell - Learning Paths

Bachelor of Science - Biology

University of Guyana

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Robert Marshall