FELICIDAD GUIRITAN
Tagbilaran, Bohol,BOH
Summary
Detail-oriented maritime professional with extensive experience in documentation management, guest services, and port clearance. Expertise in compliance, financial handling, and passenger operations ensures seamless processes and adherence to industry standards. A strong emphasis on creating and maintaining comprehensive documentation systems enhances operational efficiency. Highly collaborative and results-driven, consistently supporting team objectives while adeptly adapting to shifting project requirements.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Documentation Manager
Holland America Line
02.2022 - Current
- - Managed ship clearance documentation across global itineraries
- - Coordinated with customs, immigration, and port authorities
- - Ensured compliance with maritime regulations
- - Supported onboard financial processes
Guest Services Supervisor
Holland America Line
09.2019 - 04.2020
- - Supervised guest services operations
- - Handled escalations and guest concerns
- - Oversaw embarkation/disembarkation processes
Guest Service Administrator
Holland America Line
03.2016 - 01.2020
- Manged large-scale embarkation/disembarkation logistics, ensuring efficient passenger flow and turn around.
- Improved inventory management through diligent tracking of supplies usage patterns leading to reduced waste and optimized reordering schedules.
- Prepared and maintained operational reports ensuring data accuracy and timely submission.
- Ensured compliance with SOLAS requirements, safety documentation and reporting.
- Handled guest movement ensuring smooth transition from ship to shore
Guest Service Representative
Holland America Line
Seattle, Washington
07.2008 - 2016
- Delivered exceptional guest service by addressing inquiries and resolving issues promptly.
- Assisted guests with embarkation and disembarkation processes, ensuring smooth transitions.
- Maintained knowledge of onboard activities and amenities to provide accurate recommendations.
- Collaborated with team members to enhance guest experiences through effective communication.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Coordinated with various departments to ensure seamless delivery of guest services on board.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Contributed to increase in repeat business by developing strong relationships with guests.
Education
Bachelor of Science - Civil Engineering
04.2001
Skills
- Customer engagement
- Process documentation
- Cash management
- Regulatory compliance
- Descartes
- ENOA
- NMSW
- MS Office
- Multitasking Abilities
- Adaptability and flexibility
- Interpersonal skills
Certification
- STCW
- SIRB
- BST -PSSR
- SDSD
Timeline
Documentation Manager
Holland America Line
02.2022 - Current
Guest Services Supervisor
Holland America Line
09.2019 - 04.2020
Guest Service Administrator
Holland America Line
03.2016 - 01.2020
Guest Service Representative
Holland America Line
07.2008 - 2016
Bachelor of Science - Civil Engineering
Cooking , baking and gardening
Cooking, baking and gardening are my main hobbies. They compliment each other beautifully: cooking let me explore creativity in meals, baking challenges me with precision and artistry and gardening provides me fresh produce.