Kathia Ocoro
Colombia
Pola de Laviana
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Future Cruises and Loyalty Manager
Princess Cruises Line - ONE Company
Arizona
11.2023 - 04.2024
- Lead and Mange the Future Cruises Specialists team, overseeing daily operations and ensuring high performance.
- Create and Mange team schedules, ensuring adequate coverage and smooth workflow.
- Prepare and submit daily and monthly reports on sales performance, guest feedback, and Loyalty program engagement.
- Monitor and achieve monthly sales targets, implementing strategies to drive future Cruise bookings.
- Deliver engaging presentations about future cruises, special offers, and Loyalty benefits to guests.
- Organize and host exclusive events, such as luncheons, cocktail parties, and special gatherings for VIP and local guests.
- Personal oversee the disembarkation process for Platinum and Elite members, ensuring a seamless experience.
- Serve as the main Point of contact for all guest inquiries related to the cruise line’s Loyalty program.
- Collaborate with other departments to enhance the overall guest experience and maximize repeat bookings.
- Stay up to date with company promotions and Loyalty incentives, ensuring accurate communication and implementation.
- Improved member retention rates by regularly assessing feedback and making data-driven adjustments to offerings as needed.
Future Cruises Specialist
Princess Cruise Line - ONE Company
Arizona
03.2023 - 08.2023
- Assist guests in planning and booking their next cruise while they are onboard, making the process smooth and enjoyable.
- Share detailed knowledge about destinations, itineraries, and cruise options to help guests make informed decisions.
- Build Strong connections with guests, encouraging them to return and Gail again with the company.
- Handle reservations and payments efficiently, ensuring accuracy in the booking system.
- Use sales techniques and personalized recommendations to meet goals and increase future bookings.
- Work closely with other onboard teams to provide excellent service and accommodate special requests.
- Respond to guests questions and concerns about future cruises in a friendly and professional manner.
- Stay up to date with promotions and new itineraries to always offer the best option available.
Guest Services Host and Future Cruises
Ambassador Cruises
London
02.2022 - 08.2022
- As the “Socially Visible” organiser on board, I was in charge of arranging and hosting the social events of the ship, such as, Captain’s Table, Solo Travelers Cocktails, VIP Cocktails, Chef’s Table, Diamond Guest Cocktails, Birthday and Wedding Celebrations, etc.
- Embarking and disembarking duties along with Shore Excursion Staff and Guest Services Manager
- Solving minor guests issues.
- Medical Disembark Processes.
- Arrangement of Pre-Paid Gift Packages and special deliveries to the VIP guest cabins.
- Shore Excursion escort when necessary.
- Opening hours in Future Cruises Desk, promoting and selling our future trips on board any ship in the fleet.
- Receiving and conducting the ship tours given to the Travel Agents.
Guest Services Hostess and Future Cruises
Cruise & Maritime Voyages
London
10.2019 - 07.2020
- As the “Socially Visible” organiser on board, I was in charge of arranging and hosting the social events of the ship, such as, Captain’s Table, Solo Travelers Cocktails, VIP Cocktails, Chef’s Table, Diamond Guest Cocktails, Birthday and Wedding Celebrations, etc.
- Embarking and disembarking duties along with Shore Excursion Staff and Guest Services Manager
- Solving minor guests issues.
- Medical Disembark Processes.
- Arrangement of Pre-Paid Gift Packages and special deliveries to the VIP guest cabins.
- Shore Excursion escort when necessary.
- Opening hours in Future Cruises Desk, promoting and selling our future trips on board any ship in the fleet.
- Receiving and conducting the ship tours given to the Travel Agents.
Bar Waitress
Cruise and Maritime Voyages
London
11.2018 - 09.2019
- Welcoming guests and providing excellent service to ensure the satisfaction.
- Making drinks recommendations, explaining the Bar Menu and answering questions.
- Promoting the purchase of our most expensive drinks and recommending the Drinks Beverage Package.
- Taking and delivering accurate drink orders as per the company standards.
- Always keeping a smile and a respectful and friendly manner to respond to their questions.
- Ensuring that the bar were fully stocked and clean from the opening time until the last order.
- Creating a welcoming environment for the guest and strengthening relationship, making them return not only to the lounge but to do one more cruise with us.
- Cleaning and preparing tables for next guests.
Education
BROADCASTER AND AUDIOVISUAL MEDIA PRODUCER -
Colegio Superior De Telecomunicaciones
Bogota, Colombia 01.2013 - 12.2015
Skills
Team Leadership & Management
Sales Strategy & Target Achievement
Customer Service & VIP Relations
Schedule & Workflow Management
Problem-Solving & Conflict Resolution
Timeline
Future Cruises and Loyalty Manager
Princess Cruises Line - ONE Company
11.2023 - 04.2024
Future Cruises Specialist
Princess Cruise Line - ONE Company
03.2023 - 08.2023
Guest Services Host and Future Cruises
Ambassador Cruises
02.2022 - 08.2022
Guest Services Hostess and Future Cruises
Cruise & Maritime Voyages
10.2019 - 07.2020
Bar Waitress
Cruise and Maritime Voyages
11.2018 - 09.2019
BROADCASTER AND AUDIOVISUAL MEDIA PRODUCER -
Colegio Superior De Telecomunicaciones
01.2013 - 12.2015
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