LORIEDEL LEE
ZAMBALES
Summary
Self-confident Guest Services Supervisor with 14 years of experience. Offering comprehensive understanding of modern computer systems, creative, constructive management and exemplifying excellent customer service. Successful in delivering one-of-a-kind services to a cruise or hospitality industry. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
14
14
years of professional experience
Work History
Guest Services Supervisor
Norwegian Cruise Line
Seabased
06.2022 - 02.2026
- Supervised daily operations of guest services to ensure exceptional customer experiences.
- Trained and mentored staff to enhance service delivery and operational efficiency.
- Developed feedback system for guests to voice concerns, leading to immediate improvements in service quality.
- Managed scheduling and staffing to optimize team performance during peak periods.
- Collaborated with other departments to enhance overall guest experience across the cruise line.
- Developed training materials for new hires, ensuring consistent service quality standards are met.
- Monitored team performance to confirm customer service standards were consistently met.
Guest Service Assistant Manager
Norwegian Cruise Line
Seabased
11.2024 - 09.2025
- Facilitated guest check-in and check-out processes, ensuring seamless transitions.
- Monitored guest feedback to identify areas for service improvement and implement changes.
- Handled guest complaints calmly and efficiently, rectifying issues to maintain customer loyalty.
- Communicated effectively with team members to guarantee smooth operations during high-volume periods.
- Conducted regular inventory checks of supplies, placing orders when necessary to avoid stockouts or shortages that could impact service levels.
- Accomplished multiple tasks within established timeframes.
- Controlled costs to keep business operating within budget and increase profits.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
Guest Service Representative
Norwegian Cruise Line
Seabased
10.2019 - 06.2022
- Delivered exceptional guest service by addressing inquiries and resolving issues efficiently.
- Collaborated with team members to enhance guest experiences through effective communication and problem-solving.
- Managed check-in and check-out processes, ensuring smooth transitions for guests.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
Guest Service Associate
Norwegian Cruise Line
Seabased
11.2011 - 06.2018
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Managed front desk operations, ensuring smooth check-in and check-out processes.
- Utilized reservation systems to manage bookings efficiently and accurately.
- Implemented feedback mechanisms to enhance guest satisfaction and service delivery.
- Processed payments accurately, maintaining proper cash handling procedures and balanced registers at the end of each shift.
- Maintained a clean and welcoming lobby area to create a positive first impression for guests.
- Welcomed and acknowledged guests with smile, eye contact, and friendly verbal greeting using guest's name, boosting overall guest satisfaction scores 100%.
- Handled phone inquiries professionally, contributing to increased bookings and repeat customers.
Education
Business Accountancy
Claret College of Isabela
Isabela City, Zamboanga Peninsula03-1998
Skills
- Customer service
- Reporting
- Task prioritization
- Processing payments
- Check-in procedures
- Front office support
- Schedule setting
- Teamwork and leadership
- Computer skills
- Team performance monitoring
Accomplishments
- Vacation Hero Awards - A crew member of the month award at Norwegian Cruise Line is a recognition program that crew members who demonstrate being an outstanding crew member not only it is the key to delivering exceptional service to our guests, it also contributes to the successful operation of the ship.
Additional Information
I hereby declare that the information provided above is true to the best of my knowledge and belief.
LORIEDEL BALANSAG LEE
APPLICANT
Languages
Spanish
Intermediate (B1)
English
Bilingual or Proficient (C2)
Timeline
Guest Service Assistant Manager
Norwegian Cruise Line
11.2024 - 09.2025
Guest Services Supervisor
Norwegian Cruise Line
06.2022 - 02.2026
Guest Service Representative
Norwegian Cruise Line
10.2019 - 06.2022
Guest Service Associate
Norwegian Cruise Line
11.2011 - 06.2018
Business Accountancy
Claret College of Isabela