Maria Emilia Franco

Guest Services Manager
USD $2000 / week
October 14, 1989

About Candidate

My name is María Emilia Franco and I am an argentine journalist and communications professional with a master degree in Politics and Economics. I am a flexible person with a good direction of the responsibilities, mature and always eager to learn.

I have dedicated my life to hospitality, focusing on organizational communications and guests’ service excellence.

I currently hold the position of TA Guest Services Manager on board the Disney Wonder, one of the classic ships from the Disney Cruise Line fleet. This position has given me the experience and knowledge to ensure quality on delivering guests’ communications and services in a professional and confident manner to surprise and exceed guests’ expectations.

Location

Education

H

Human Resource Management

2021
Siglo XXI
T

Technical-Science and Literary Translation

2019
IES 28 - Olga Cosettini
J

Journalism & Communication

2008-2011
ISET 18 - Universidad Nacional de Rosario

Work & Experience

G

Guest Services Manager

2019-04-01 - 2022-07-01
Disney Cruise Line

•Supervise daily operation of Front Desk and Guest Services. •Lead team of Guest Services Hosts; follow-up on daily assignments. •Handle any Guest service issues and follow through with Guest Service Recovery. •Sometimes assigned to Guest Services Manager Groups/Weddings for full contract. •Create daily work schedules for Guest Services Hosts. •Implement training and development for Guest Services Hosts. •Continually seek new opportunities to create memories for our Guests. •Track problem resolution, voyage incident reports. •Monitor the daily bank out process for Crew. •Maintain a cash float of $5000 •Assist in all other areas of Guest Services and/or Crew Office. •Assist with Groups/Weddings depending on assignment. •Provides professional and social guidance to subordinates by exemplary personal behavior •Emergency Duties as specified in the ship Assembly Plan.

C

Crew Services Assistant

Disney Cruise Line

 Assist CSM with the crew sign-on and sign-off process  Review immigration documentation  Ensure the efficient clearance of Crew members signing on and off through Customs and Immigration  Maintain diplomatically a productive relationship with the relevant officials.  In charge of the sign-on and sign-off processes making sure Crew members receive all documentation prior to sign off, including airline tickets, medicals and training records.  Coordinates with the shore-side support group the repatriation process  Organize with CSM the 90-Day US CBP Inspection of all Crew  Work on a rotational basis with the Crew Service Mgr in the Crew Office performing a variety of related duties.  Works with Finance in the Crew office in a cooperative, productive and effective manner. Including but not limited to assistance with Payroll Stuffing.

G

Guest Services Coordinator / System Coordinator

Disney Cruise Line

Support Onboard Airline Check-ins (OAC) – Single point of contact for communication to shore team with regards to travel updates and feedback, BAGS and Ground Services. •Single point of contact for Internet Café Management. Beginning and End of Cruise procedures. Manage Anuvu systems. •Partner with Finance for Internet Reconciliation reports. Balance / Credits sheet. •Print boarding passes and bag tags. •Support Cashless Laundry System. •Single point of contact for all AGE and protein spill reported incidents. •Partner with Housekeeping to see to a smooth luggage process and communication to Guests. •Ordering of Onboard Airline Check-in (OAC) supplies. •Verify all valuable lost and found items are accurately tagged and logged in the lost and found system. •Responsible for reviewing accessibility reports, communicating/partnering with Automation for the setup/collection of TTY kits verifying all accessibility/listening devices are in good working order. •Partner with shore side security to monitor the confiscated items in the terminal on embarkation day. •Responsible for preparing and printing of Officer Family and Vendor IDs. •Verify rental laptops are in proper working order •Primary point of contact for resolving internet and DCL Navigator app-related questions and escalating as necessary. •Follow up with lost luggage challenges. •Assist at the Guest Services desk during scheduled shift. •Provides professional and social guidance to subordinates by exemplary personal behavior. •Emergency Duties as specified in the ship Assembly Plan.

S

Service Excellence Trainer

Holiday Inn Hotel Rosario
G

Guest Services Agent

Pullman Hotel - City Center Rosario
B

Bilingual Personal Assistant

Herrera Sindell Asoc - Real Estate

Real Estate Recruiter and Bilingual Personal Assistant Personalized assistance and financial advice for Costumers Inbound Consulting and Team Recruiting Higher Management assistance and Appointment set-up Hiring and recruitment process, in charge of team of six people