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Work Background
Sandals Resorts InternationalCorporate Director, Entertainment Experience
Jan. 2024Montego BayEntertainment and guest-experience executive leading strategy, product innovation, and operational performance for a multi-island portfolio across 20+ luxury all-inclusive resorts. I build culturally authentic experience “products” that differentiate the brand, scale across properties, and improve guest satisfaction (NPS), engagement, and commercial outcomes. Product Innovation & Experience Strategy: Own the end-to-end lifecycle from guest insights and concept development through pilot, rollout, and optimization. Set portfolio priorities—what launches where, why it matters, and when—balancing guest impact, brand fit, venue capability, staffing, and cost discipline. Create signature events, themed programming, and lifestyle/wellness integrations that strengthen the Luxury Included® promise. Portfolio Leadership & Standardization: Translate creative direction into scalable playbooks, SOPs, readiness gates, and QA standards that sustain quality across diverse properties while enabling local cultural nuance and adaptation. Cross-Functional & Commercial Leadership: Partner with Operations, F&B, Marketing, and Learning & Development to integrate entertainment into the full guest journey, optimize venue utilization and service flow, and improve budgeting, cost-to-deliver, and performance KPIs. Talent, Production & Operational Excellence: Lead and develop corporate and resort teams; elevate production capability across live shows, music, cultural showcases, family programming, and wellness experiences. Partner with process/system owners (casting/talent, technical/safety, procurement, training, delivery QA) and manage vendors/partners to ensure safe, reliable, consistently on-brand execution. Skills: Entertainment Product & Portfolio Strategy; Governance (Concept→Pilot→Rollout); Multi-Site Operations; SOP/Training/QA Systems; KPI Governance (NPS/Engagement); Budget & Cost Discipline; Cross-Functional Leadership; Partner Management; Cultural & Destination Storytelling
Carnival Cruise LineFleet Entertainment Director
Nov. 2021 - Oct. 2024Miami, FLStrategic entertainment experience & programming leader accountable for fleet-wide entertainment strategy, innovation, and operational performance across a global portfolio. Led and developed Entertainment Directors and Cruise Directors, ensuring consistent, brand-aligned delivery that improved guest satisfaction, engagement, and commercial outcomes. Owned cross-category entertainment portfolio governance (shows/live music, activities, enrichment/destination programming, events/media)—prioritizing what entered the fleet, why, and when, and sequencing pilots and rollouts by ship class, itinerary, and venue capability. Recruited, coached, and mentored shipboard leaders; implemented leadership development and succession rhythms that strengthened bench strength, accountability, and service culture across ships. Conducted ship visits, audits, and performance reviews to improve consistency and quality; translated findings into updated standards, training, and corrective action plans. Built scalable delivery systems: SOPs, playbooks, readiness gates, QA rubrics, reporting dashboards, and escalation pathways to sustain execution and reduce performance drift. Partnered cross-functionally with process/system owners (casting/talent, technical & safety/compliance, procurement/vendor management, training/L&D, hotel operations) to ensure experiences were executable, safe, scalable, and cost-disciplined. Led fleet-wide promotional and engagement strategies to increase participation, integrating entertainment with dining, retail, and shore excursions to deliver a cohesive end-to-end guest journey. Directed cross-functional initiatives in show production, venue utilization, and entertainment technology; launched scalable improvements that kept programming fresh while protecting brand standards and commercial impact.
Carnival Cruise LineGUEST EXPERIENCE & ENTERTAINMENT DIRECTOR
Jan. 2005 - Nov. 2021Miami-Fort Lauderdale AreaStrategic onboard entertainment leader accountable for brand experience, guest engagement, and entertainment delivery for thousands of guests per voyage. Directed day-to-day entertainment operations, production readiness, programming, and venue performance—balancing guest impact, safety/technical requirements, and commercial outcomes. Led and developed cross-functional teams across entertainment, guest engagement, and production; recruited and coached talent and shipboard leaders to build a high-performance culture grounded in accountability and service excellence. Owned onboard programming strategy and execution across shows, live music, activities, and special events—ensuring consistent brand alignment, strong participation, and memorable guest experiences. Partnered with marketing and digital stakeholders to activate onboard storytelling and promotions, integrating entertainment with dining, spa, retail, and shore excursions; supported app-based engagement (e.g., FunHub) and destination campaigns. Directed multimillion-dollar venue and entertainment remodels and show implementations—managing vendors, schedules, budgets, and stakeholder alignment to deliver on time and to spec. Collaborated with creative partners and production studios to refresh show formats and experiential offerings while maintaining operational feasibility and sustained quality. Implemented standards, readiness checks, and quality routines that improved consistency, reduced execution gaps, and strengthened guest satisfaction.
Royal Caribbean InternationalCRUISE & ENTERTAINMENT DIRECTOR
Jan. 2003 - Jan. 2005Onboard entertainment and guest-experience leader who drove performance excellence and brand-level results across multiple world-class cruise brands. Led large, multi-disciplinary shipboard teams and delivered high-impact programming that became benchmarks for guest engagement, revenue performance, and service culture—while operating within the real-time demands of safety, compliance, and 24/7 guest delivery. Shipboard Leadership & Talent Development: Built and inspired high-performing entertainment, guest service, and marketing teams in fast-paced, multicultural environments. Fostered a culture of creativity, accountability, and guest-first execution—achieving record guest and team satisfaction. Developed leaders through coaching, succession planning, and cross-department alignment to improve efficiency and retention. Guest Experience Operations & Continuous Improvement: Owned daily delivery of the onboard entertainment and activity portfolio, using audits, guest feedback, and KPI reviews to elevate quality and consistency. Partnered with shipboard department heads and shoreside stakeholders to streamline processes, optimize labor and cost-to-deliver, and ensure strict safety and compliance standards. Marketing, Branding & Guest Engagement: Planned and executed onboard promotions and communication strategies that increased participation in shows, events, destination programs, and signature experiences. Built integrated guest-journey campaigns that connected entertainment with dining, retail, and shore excursions to strengthen brand impact and onboard spend. Recognition & Performance Outcomes: Earned 6 “Ship of the Year” Awards for Highest Guest Satisfaction and 4 “Ship of the Year” Awards for Highest Team Satisfaction (most achieved by any Cruise Director within the company). Recipient of the Top Overall Safety & Compliance Award, recognizing operational excellence and leadership integrity.
Village CampsAdventure & Culture Manager
Feb. 1997 - Sep. 2003LausanneDirected multi-national adventure, cultural, and educational programs for youth and family travelers across premier European destinations in Switzerland, France, and Austria. Led cross-functional teams of instructors, guides, and support staff to deliver world-class outdoor recreation, cultural immersion, and experiential learning experiences that promoted safety, teamwork, and personal development.
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