MARY ROSE GALLEMA

• Facilitated communication between the Front Desk Team, Hotel, and Marine Departments, fostering proactive guest service.
• Addressed escalated guest issues with professionalism, empathy, and active listening skills, providing personalized service and memorable experiences.
• Demonstrated leadership as sub-department manager by maintaining calm composure in challenging situations. Maintained high standards of service quality through consistent training and support for team members.
• Played a pivotal role in strategizing room and meal assignments during dry dock period. Effectively communicated with relevant departments in the complex process of contractors' embarkation and disembarkation.

• Managed shipboard crew and guest injury investigation programs to enhance compliance and safety standards.
• Supported operational safety meetings by providing expertise in injury and illness prevention policies.
• Liaised with shore side departments, including Risk Management and Fleet Operations, to reduce injury/illness incidents.
• Guided division management in implementing effective injury prevention programs and policies.
• Collaborated with Hotel & Marine Operations to align safety strategies with operational objectives.

• Functioned as key link for ship logistics among Guest Relations, Port agents, and immigration authorities. Managed communications with Customs officials to support timely entry and clearance procedures. Interfaced with various departments to anticipate and resolve potential issues at ports of call. Optimized documentation flow to ensure compliance and efficiency in maritime operations.

Managed the Front Desk Team, overseeing financials, training, and operational efficiency.

• Facilitated communication between Guest Relations Team and Hotel and Marine Departments.
• Executed premium service standards, creating memorable guest interactions.
• Managed Front Desk Team, overseeing financials, training, and operational efficiency.

• Functioned as key link for ship logistics among Guest Relations, Port agents, and immigration authorities.
  Managed communications with Customs officials to support timely entry and clearance procedures.
  Interfaced with various departments to anticipate and resolve potential issues at ports of call.
  Optimized documentation flow to ensure compliance and efficiency in maritime operations.

• Maintained professionalism and emergency preparedness in Front Desk Operations, representing brand voice for guest relations.
• Delivered personalized service to internal and external guests and crew, ensuring high-quality interactions.
• Executed due diligence and attention to detail in all operations, focusing on precision during financial transactions.
• Addressed escalated guest concerns with empathy, active listening, and a positive demeanor.

• Fosters continuous professionalism and emergency preparedness in stateroom services, supporting operations in managing elevator and ADA alarms, serving as the brand voice of the ship and Guest Relations for external calls, while offering unparalleled personalized service to internal and external guests and crew members alike.
• Responds to escalated guest concerns in an upscale, considerate, professional, and positive manner, showing empathy and actively listening.