Anselmo Torres

Experience

• 

  Royal Caribbean International

  Aug 2014 - Jul 2018

  In charge of ship's clearance in each port of call, responsible for official guest documentation (passports, visas, travel restrictions). In charge of external communication to the local authorities, port agents, immigration officers, customs. Present official documentation upon ship's arrival in each port. Supervise front desk operations and customer service.Being part of the Start up team for the biggest ships in the world. Customer Service at the main reception in cruise ships, assist guest with their inquiries, issues or concerns. Solve problems in a fast but productive way, follow-up in guest transactions and communications. Handling money in different currencies, exchanging taking payments. Create memorable experience on their cruise vacation.

  • Guest Administration Officer

    Jun 2016 - Jul 2018

  • Guest Services Officer

    Aug 2014 - May 2016
• 

  Royal Caribbean Group

  Jul 2018 - May 2020

  Provide training in specific software and systems in cruise line. Supervise fleet operations, assistance to staff all over the world in inquiries about documentation needed for different ports of call. Coaching and leading different guest services teams in the fleet with an exceptional customer service. Coaching guest services agents at the front desk. Provide techniques in how to deal with guests, give an incredible experience on their cruise vacation. Solving escalated issues or guest major complaints. Assist with payments, manage different currencies and general customer services in 2 different languages.Being part of the newest ship in the fleet.

  • Front Desk Training and Technology Manager

    Sept 2019 - May 2020

  • Assistant Front Desk Manager

    Jul 2018 - Aug 2019
• 

  Royal Caribbean Group

  Jul 2020 - now

  Coaching and leading Guest Services operations and customer service. Provide techniques in how to deal with guests, give an incredible experience on their cruise vacation. Solving escalated issues or guest major complaints. Assist with payments, manage different currencies and general customer services in 3 different languages.

  • Guest Services Manager

    Oct 2022 - now

  • Front Desk Manager

    Jul 2020 - Oct 2022