Travel
Hi, I’m
David Ramirez
Experienced Destination Manager & Guest Services Specialist
Puerto Vallarta,Jalisco
Summary
Over 15+ years of experience in the Cruise travel industry with expertise in customer service, guest expectations, and satisfaction. Proficient in communication, technical, analytic, and leadership skills. Committed to continuous improvement and striving for excellence. Skilled in collaborating with global team members to deliver project goals and meet organizational objectives. Reputation for integrity and exceptional work ethic.
Overview
19
years of professional experience
6
years of post-secondary education
3
Certifications
2
Languages
Work History
VivaTequila - Teatro VallartaPuerto Vallarta
Cruise Coordinator – Product Manager
11.2019 - 10.2020
Job overview
- Coordinated and dispatched tour options at the cruise terminal.
- Maintained communication with the cruise and corporate entities regarding allotments, guest feedback, complaints, and comments.
- Maintained high standards for operating tour options, and generated new tour options.
- Monitored tour performance to ensure guest satisfaction.
- Resolved problems, improved operations and provided exceptional service.
Vallarta Shorex S.A de C.V.Puerto Vallarta
Product Manager
01.2017 - 05.2019
Job overview
- Managed cruise and corporate communication to ensure guest satisfaction.
- Maintained high operating standards for tour options, and generated and implemented new tours.
- Dispatched tours at the cruise terminal while monitoring guest feedback, complaints, and comments.
- Collaborated with sales, marketing, and support teams to launch products on time and within budget.
Holland America Line
Assistant Shore Excursion Manager
04.2013 - 01.2017
Job overview
- Maintained highest level of guest satisfaction by managing inventory of available tours using inventory management software.
- Prepared tour information and delivered informative tour talks to audiences, utilizing excellent communication skills.
- Addressed tour sales and refund issues, leveraging strong problem-solving skills to ensure guest satisfaction.
- Escorted and monitored tours to ensure guest satisfaction, using interpersonal and problem-solving skills to address any issues and provide exceptional customer service.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Vallarta Shorex S.A de C.VPuerto Vallarta
Shore Excursion Coordinator
07.2012 - 04.2013
Job overview
- Dispatched tours at the cruise ship pier, demonstrating strong organizational and time management skills.
- Improved tour programs on current tours by analyzing feedback and utilizing problem-solving skills to identify areas for improvement.
- Monitored tour content and performance, ensuring guest satisfaction by using customer service skills and attention to detail.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Delivered services to customer locations within specific timeframes.
- Organized and detail-oriented with a strong work ethic.
Azamara Cruises & Celebrity Cruises
Shore Excursion Manager Celebrity & Azamara Cruise
03.2007 - 05.2010
Job overview
- Responsible for maintaining highest level of guest satisfaction. Managed inventory of available tours for guests, utilizing inventory management software.
- Prepared tour information and delivered informative tour talks to audiences, utilizing excellent communication skills.
- Addressed tour sales and refund issues, leveraging strong problem-solving skills to ensure guest satisfaction.
- Monitored tours and rotations for efficiency, utilizing analytical and organizational skills to improve processes.
- Responsible for maintaining and generating tour sales budgeted figures and shore revenue reports.
- Met with Tour Operators in the ports, various departmental managers for report information, and attended work-related meetings and trainings.
- Provided professional services and support in a dynamic work environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Celebrity Cruises
Shore Excursion Staff Celebrity Cruises
04.2002 - 03.2007
Job overview
- Worked assigned Shore Excursion desk hours, demonstrating reliability and punctuality.
- Assisted guests with tour descriptions, utilizing strong communication and customer service skills
- Promoted and sold tours based on guests needs, effectively cross-selling and up-selling tour packages to achieve revenue goals
- Provided guests with exceptional service regarding tour sales, refunds, complaints, and general port and ship information, using problem-solving skills to address any issues.
- Gained extensive knowledge in data entry, analysis and reporting.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
Education
Technologic Institute of DurangoDurango, Dgo. Mexico
Bachelor of Science from Industrial Electronics Engineer
08.1991 - 09.1997
Skills
Communication and Interpersonal Skills
Attention to Detail
Sales and marketing
Staff Management
Customer service management
Verbal and written communication
Complaint resolution
Certification
Leadership to achieve high performance teams -CANACO- Puerto Vallarta, Mexico
Interests
Culinary Food & Wine
Music
Exploring New Cultures
American Football
Timeline
Cruise Coordinator – Product Manager
VivaTequila - Teatro Vallarta
11.2019 - 10.2020
Leadership to achieve high performance teams -CANACO- Puerto Vallarta, Mexico
10-2018
Product Manager
Vallarta Shorex S.A de C.V.
01.2017 - 05.2019
Assistant Shore Excursion Manager
Holland America Line
04.2013 - 01.2017
Shore Excursion Coordinator
Vallarta Shorex S.A de C.V
07.2012 - 04.2013
English certificate (B1/B2 level CEFR) - Harmon Hall Institute, Durango. Mexico
10-2011
Certificate in Customer Service by Triple S Consultancy -Azamara Journey
02-2010
Shore Excursion Manager Celebrity & Azamara Cruise
Azamara Cruises & Celebrity Cruises
03.2007 - 05.2010
Shore Excursion Staff Celebrity Cruises
Celebrity Cruises
04.2002 - 03.2007
Technologic Institute of Durango
Bachelor of Science from Industrial Electronics Engineer
08.1991 - 09.1997