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Work Background
Wall Street EnglishService manager
Aug. 2020 - Jul. 2021Como, Lombardia, Italia- DURING COVID LOCKDOWN -
[I was very fortunate to have this opportunity during the heaviest of the Pandemic as travel was reduced to non-exisitent] The Service Manager is ultimately accountable for Students’ educational success and satisfaction throughout their course and is responsible for:
. Hiring, training and developing a service team
. Managing quality and standardization through the implementation of the Standard Operating Procedures
. Teaching classes in accordance with the Wall Street English Method
. Facilitating internal revenue through quality service delivery
. The day-to-day running of the service department in the center
Aquila Center For Cruise ExcellenceIndependent Global Trainer
Feb. 2020 - Mar. 2023WorldwideAquila’s Center for Cruise Excellence is the training partner of the Florida Caribbean Cruise Association (FCCA) and provides training programs for Tour Guides, Tour Operators, Frontlines and Destination Stakeholders, all designed to help the key players in cruise destinations around the world achieve excellence.
VOS - Vision of ScandinaviaTour Guide | Tour Leader
Jun. 2017Copenhagen, Capital Region of Denmark, DenmarkGroups max size: 50 - tours led in Italian, English, Portuguese and Spanish (bi-trilingual)
Iceland | Greenland | Scandinavia | Finland | The Baltics
Viking CruisesDirector, Product Development Ocean
Dec. 2015 - Jun. 2017Basel Area, SwitzerlandAt Product Development, we built, negotiate and operationally deliver destinations and guest experiences ashore. With Viking growth, soon, all ships will reach all Seven Seas and many fantastic shore excursions are being developed by our team, which I am proudly a part of. The Core of Product Development is to create an effective and enriching shore excursion program with vast options of interest: sightseeing tours, natural world, UNESCO, active and the specialty of Viking Cruises - the "Viking Way": tours with focus on Local Life, Working World and Privilege Access. The World Cruise 2017-2018 Tour program development was one of my main accomplishments. Other tasks: - Assistance to 2nd level interviews for candidates to the onboard shore excursions teams
- Facilitator to Training and Development Leadership Training HAMAVAL to the Viking Crew and onboard leaders
- Creating, procedure placement and periodic revisions of Standard Operational Procedures for Land Operations (specifically for Shore Excursions Product) - Consultant to deployment itineraries regarding ports and tour capability and effectiveness on February 2017, Viking Ocean Cruises has been awarded by Cruisers' Choice Cruise Critics as Best Shore Excursions for small-mid size ships. A proud achievement to our Product Development Team. About Viking Cruises: River and ocean cruising designed for experienced travelers with an interest in geography, culture and history. Featuring onboard cultural enrichment and included shore excursions, Viking’s journeys are competitively priced for genuine value. As the world’s leading river cruise line, since its 1997 inception the company has grown to a fleet of 59 river vessels (in 2016) offering scenic cruising along the rivers of Europe, Russia, Egypt, China and Southeast Asia. In 2015, Viking introduced its first ocean ship.....
Cinthya Pavan | Tourism & HospitalityFounder & Consultant
Jun. 2015WorldwideConsultancy on Hospitality - Tourism - Cruise - Service Industries with expertise on:
. Destination Knowledge
. Destination Product Development
. Destination Site Inspection
. Sustainable Destination Initiatives and Training
. Relationship & Partnership Development
. Service Excellence . Destination Revenue Potential
. Destination Tour Training
. Destination Sales Training
. Logistics, Negotiation & Coordination
. Revenue & Budget Analysis
. Tour Directing
. FIT, MICE & Private Groups
All Leisure Group CareersGuest Program & Shore Excursion Manager
Jan. 2014 - Dec. 2014Swan Hellenic Discovery Cruising | Worldwide TravelResponsible for all guest entertainment activities/program (works as a Cruise Director) and shore excursion management. That includes the development of the Entertainment Planner for the entire cruise, including all activities, guest speakers program and evening performances. Minerva is a small ship, offering a truly unique cruising experience that allows you to travel in country house-style comfort with around 350 like-minded passengers so that you can discover the history and culture of civilizations - both ancient and modern. Not only can you enjoy a tailor-made program of inclusive escorted shore excursions, but you have unparalleled access to our eminent Guest Speakers, who bring you closer to each destination. --- ALL LEISURE GROUP has ceased operations in 2017 ---
About All Leisure: All Leisure Group WAS the holding company of All Leisure Holidays, an established holiday company which owns the tour operators Travelsphere, Just You, Voyages of Discovery, Swan Hellenic, Hebridean Island Cruises and Discover Egypt. Voyages of Discovery, Swan Hellenic and Hebridean offer destination-led cruises to a number of countries and are focused on the market for mature passengers whilst Discover Egypt offers package holidays to Egypt, including cruises and excursions on the River Nile.
ColletteTour Manager | Tour Guide
Sep. 2013Worldwide Traveltour groups max size: 46 - tours led in English
Current areas: Switzerland | Iceland | Scandinavia | Finland | Austria | Germany
Past: Italy | South America | Croatia | Greece Leading groups worldwide. Responsible for all the delivery of the services that a tour package includes, managing the group and providers as well as delivering guiding where necessary. A work that reflects managing all tasks of administrative tasks of a travel group and the human and knowledge skills of a tour guide/care taker, with the objective of a memorable experience to guests.
MSC CrociereCorporate Tour Manager | Onboard Revenue MSC CTD
Jan. 2008 - Dec. 2009Piano di Sorrento, ItalyAt MSC Crociere, Cruise Technical Department, in Piano di Sorrento, I developed together with the Onboard Revenue Team the Shore Excursions Dept, in a technical view. Responsible for developing the target analysis for each one of the vessels by working the general Shore excursion Budget. We also carried the Onboard Revenue Promotions, Personnel training and tools to the Shore Excursion onboard teams. We liaised with the Shore Excurison Office in Naples as far as to the operation regarding tour operators and their efficiency applicable towards the revenue benefit.
During the summer Season, I handled the Shore Excursion (Shorex) Onboard Revenue (OBR) for the MSC Armonia and Orchestra vessels. For the winter season: MSC Orchestra again and the MSC Lirica while they were in the Caribbean as well as the Supervision for the Shopping Program in partnership with the PPI Group. For the summer 2009, I kept the two ships from the Caribbean that are doing the Northern Europe itineraries. Each ship generates around 400K-500K euros per cruise in excursion revenue.
Norwegian Cruise Line Holdings Ltd.Destination Services Manager
Jan. 2004 - Dec. 2014Worldwide TravelMy competences are the same from my previous period with the same company although I have been on all the fleet ships including Oceania Cruises' MV Regatta, Insignia, Nautica, Marina and Regent Seven Seas MVs Seven Seas Navigator, Mariner and Voyager.
Worked in 2 periods: 2004-2007 and 2009-2014 Norwegian Cruise Lines Holdings is the parent company for both the Oceania Cruises and Regent Seven Seas Cruises brands (Nowadays is NCLH Norwegian Cruise Line Holdings) . Oceania Cruises and Regent Seven Seas Cruises are the world’s only upper premium cruise lines. Cuisine, Comfort, Service and outstanding value are the pillars that define our five-star product and have positioned the lines as the cruise companies of choice for travelers seeking a truly refined and casually elegant travel experience.
Silversea CruisesAssistant Tour Manager
Jan. 2004 - Dec. 2004Worldwide Travelworked onboard the MS Silvercloud. covered itineraries: Mediterranean, Baltics, Middle East, Asia, Australia, New Zealand, Pacific.
The ATM is responsible for the overall administrative tasks of the tour Office and directly responsible for the disembarkation of all guests. All guest oriented service and sales are the main responsibilities. Acted as Tour Manager during an emergency absence of the Tour Manager. Awarded as Employee of the Month.
Crystal CruisesTour staff
Jan. 2003 - Dec. 2004Worldwide Travelworked onboard the MS Crystal Harmony. Covered itineraries: Caribbean, USA (With Alaska and Hawaii), Pacific Islands, New Zealand, Australia, Asia.
Responsible for the overall administrative tasks of the tour Office. All guest oriented service and sales are the main responsibilities.
Pullmantur CrucerosShore Excursion Manager | MV Pacific Opening Team
Jan. 2003 - Dec. 2003Caribbeanworked onboard the MS Pacific. Part of the Inaugural Onboard Team. Itinerary covered: Caribbean
directly responsible for the overall supervision of the Shore Excursion Office including disembarkation.
Island CruisesShore Excursion Manager
Jan. 2002 - Dec. 2003Worldwide Travelworked onboard the MV Island Escape. Part of the Inaugural Brazil Season Onboard Team. Itinerary covered: Mediterranean and South
America directly responsible for the overall supervision of the Shore Excrusion Office as well as direct assistance to the Guest Relations Manager.
--- ISLAND CRUISES HAS BEEN ABSORBED BY RCCL AND HAS CEASED OPERATIONS IN 2007 ---
Freeway ViagensIncentive & Inbound Dept.
Jan. 2002 - Dec. 2002Sao Paulo, BrazilWorking with Inbound and Incentive Trips. Preparation and development of itineraries, proposals, reservations and quotes.
IT MICE Travel SolutionsTour Leader | MICE
Jan. 2000 - Dec. 2002Alphaville, Brazilworked on a "free-lancer" basis as Tour Conductor for several Incentive trips and Events for the above company.
Some of the companies that I served as Tour Conductor: Boticario, GM do Brasil, Marconi Telecom, Nestle, Reckitt Collman, among others.
Continental AirlinesMarketing Coordinator | International Lead Concierge | New Airport Station Trainer
Jan. 1997 - Dec. 2000Sao Paulo, BrazilAs a Marketing Coordinator, worked with a team of 13 sales executives, directly responsible for the event and revenue actions with corporate accounts, partners and cross promotions within the company. Also reponsible for the marketing budget allocation and analysis. In charge of approving Event Development Requests for the Sales Team. Responsible for marketing material request, approvals and creation. Participated on the Launching of the new route Sao Paulo-Houston flight for the Brazilian Market. As the International Lead Concierge(prior to the promotion as Marketing Coordinator), worked directly with the Businessfirst customers and with the team, developed standards of service achieving most satisfactory results among the frequent travellers of the company in the GRU (Sao Paulo) International Airport. Part of the Opening Team for the new Brazil Continental Airlines station in 1997. Chosen to be part of the training team for the new station implementation in Santiago, Chile(1998).
Shutters on the BeachConcierge | Front Office
Jan. 1995 - Dec. 1997Santa Monica, CA, USAI was privileged to work in all front of the house positions: Front Office Agent, Concierge, Night Manager and Assistant Front Office Manager. Throughout these years, I was able to develop skills towards the service excellence in the hospitality industry. The Hotel standards were based on training, empowerment and motivation to its employees that would result on magnificent, efficient and effective service to the guests. The main tasks were the regular administrative ones of a front of the house: from phone service, bookings, concierge tips, advice and recommendations to handling requests, complaints and also follow up. Awarded as Employee of the Year 1996.
Palihouse-West HollywoodAssistant Front Office Manager
Jan. 1994 - Dec. 1995Beverly Hills, CA, USAWorked in this property when it was the former Beverly Plaza Hotel.
Supervising the Front Office including accounting duties. Responsible for the overall assistance to the General Manager and also being a "filter" for the main department requests.
Carlson Wagonlit TravelIn|Outbound Dept.
Jan. 1990 - Dec. 1993Sao Paulo, BrazilWorked within the In/Outbound departments developing several functions: Eurailpass Expert, Operational for Forfaits, groups and incentives, sales associate for travel agents, events coordinator. Literate on airline and train ticketing.
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