Royal Caribbean GroupGuest Experience Manager APAC
May. 2021 - Nov. 2024AustraliaAs a Manager specialising in Guest Experience for Royal Caribbean Group, I oversee the APAC region's service delivery across the Royal Caribbean, Celebrity Cruises, and Azamara brands. With a strong focus on enhancing customer satisfaction, I lead strategic initiatives to elevate guest experiences, streamline incident management processes, and drive continuous improvement across operations. My role involves managing complex escalations, ensuring seamless resolution of guest issues before, during, and after cruises, and maintaining high standards of service quality across APAC markets. I collaborate closely with cross-functional teams in Legal, Finance, Sales, and Customer Service to implement innovative solutions that drive efficiency and meet business objectives. A key part of my work is optimising processes, from guest communication and compensation management to identifying opportunities for automation and centralisation. I actively track KPIs, C-SAT, and NPS, and use data-driven insights to enhance the overall guest experience. Additionally, I oversee the development and training of teams, ensuring consistency across operations and driving performance through coaching and quality assurance initiatives. I also play a critical role in crisis management, leading response teams during incidents, and ensuring quick, effective resolutions while maintaining brand integrity and guest trust. I am passionate about fostering a culture of excellence, where continuous improvement is the norm, and I take pride in delivering results that not only meet but exceed guest expectations.