Leanna Delavin

Experience

• 

  WG&A SuperFerry

  Oct 2002 - Sept 2003

  Front Desk Officer
• 

  Holland America Line

  Oct 2003 - Apr 2006

  Front Desk Attendant
• 

  Holland America Line

  Jun 2006 - Jan 2008

  Telephone Concierge
• 

  Holland America Line

  Apr 2008 - Oct 2012

  Guest Relations Supervisor
• 

  Holland America Line

  Apr 2021 - now

  MAIN RESPONSIBILITIES:• Manage a team of 15-20 guest services representatives with diverse nationalities to operate the Guest Services department which comprises of the Front Office, VIP Lounge, Groups & Events operation and ship's Documentation. Manage team performance, identify and develop talents for career advancement.• Work with shipboard management teams to ensure guest satisfaction and that target ratings are met/exceeded in all areas of the hotel department.• Review and analysis of post-cruise survey results and comments, and develop onboard processes to address identified areas for improvement.• Drive efficiency of onboard procedures, compliance, onboard upsell and revenue, problem resolution and onboard guest recovery.• Manage inventory of staterooms, onboard guest communications and oversee foreign language and loyalty programs. ACCOMPLISHMENTS• Consistently maintained and exceeded above target ratings on Customer Service by modifying onboard customer service and problem resolution strategies as necessary;• Developed and initiated a series of guest relations initiatives with the different managers’ onboard and senior management that resulted to improved timeliness and effectiveness in problem resolution by all departments and an increase in overall ship NPS rating.• Created and implemented onboard systems/strategies for efficient guest flow on cruise itineraries requiring massive guest participation and movement to comply with different port and health authority requirements, and/or during unexpected crisis.• Retained irate guests and made loyal patrons out of them through exceptional problem solving and recovery skills. Show less MAIN RESPONSIBILITIES:• Overall in-charge of the ship's hotel operation while ship is on minimum manning during the company's operational pause;• Ensure compliance to USPH requirements;• Liaise with onboard and shore-side management on operational updates, progress on projects and challenges encountered, in ensuring company COVID-19 protocols are in place, and all HR-related matters. ACCOMPLISHMENTS• Drove an efficient ramp-up operations for the return service with very limited staff in collaboration with Human Resources and Finance Managers.• Conceptualized and drove operational changes familiarization efforts for team members during the return to service preparations.• Worked closely with Public Health and Medical teams on the successful mitigation efforts during onboard COVID-19 outbreaks. Show less

  • Guest Services Manager

    Dec 2012 - now

  • Lead Hotel Officer

    Apr 2021 - Jun 2021