Dean Garnet Hann

The Corporate Operations Manager for Guest Services & Rooms Division is a pivotal leader responsible for enhancing guest experiences and operational excellence across a fleet of 16 vessel. This role is dedicated to surpassing industry standards in hospitality, prioritizing total guest satisfaction and team engagement, with an unwavering commitment to service excellence and a consistent, high-quality experience for all guests

• Operational Excellence: Led guest service strategies across all vessels, ensuring seamless operations and high guest satisfaction Tracked and achieved metrics related to guest satisfaction, operational efficiency, and revenue growth
• Guest Experience Management: Conducted audits, addressed feedback, and implemented service improvements to enhance the guest experience and uphold brand standards
• Team Training & Development: Designed training programs focused on customer engagement, conflict resolution, and continuous development. Promoted a culture of learning and provided regular feedback
• Leadership Development: Mentored emerging leaders, fostering accountability and service-driven skills. Facilitated leadership workshops and team-building aligned with organizational values
• Employee Engagement & Recognition: Established recognition programs to boost team morale and motivation. Worked with HR to maintain a positive, inclusive work environment, supporting high retention and performance
• Fleet Coordination & Standardization: Standardized guest services across 16 vessels, ensuring consistency in brand standards and operations. Conducted ship visits to reinforce standards and provide support
• Continuous Improvement: Identified and led innovation projects, adopting new technologies and service models to elevate guest and team experiences while improving operational efficiency

Lead the Guest Services, Housekeeping, and laundry teams to consistently deliver exceptional guest experiences through the Princess MedallionClass, enhancing guest satisfaction and exceeding brand standards. Drive key initiatives to ensure the highest levels of cleanliness, maintenance, and service efficiency in all guests, public, and crew areas, while aligning with the Company’s Core Values and brand strategy. Play an essential role in the Ocean MedallionClass experience, maximizing guest satisfaction through frictionless service and personalized interactions, ultimately contributing to improved profitability and a memorable guest journey

• Led entire Guest Services team, including Guest Services Desk, Guest Services Supervisors, and Guest Services Managers
• Oversaw Administration Officer responsible for port clearance processes
• Managed Rooms Division (Housekeeping) Department to uphold cleanliness and brand standards
• Supervised Crew Office team, including Crew Manager and Crew Officer, ensuring smooth operations for onboard staff
• Directed Loyalty and Events team, focusing on loyalty program engagement, onboard events, and MedallionClass Experience initiatives
• Managed onboard Hotel Communication team, including Content Management and Printer, ensuring clear and effective guest and crew communication

• Coordinated weddings, group events, vow renewals, and special services
• Designated onboard Americans with Disabilities Act (ADA) Officer
• Delivered structured and on-the-job training for Guest Services team, including Guest Service Officers and Supervisors, in collaboration with other departments
• Managed guest interactions, complaint resolution, and documentation across various departments
• Handled daily financial transactions, expenses, and account management
• Oversaw, balanced, and reconciled cash floats exceeding $1 million
• Accountable for cash replenishment, float management, and currency exchanges
• Managed foreign currency operations including buying, selling, and depositing
• Generated and distributed revenue reports for multiple onboard departments
• Conducted account and financial rollovers for each voyage

• Led clearance and logistics for all crew during World Cruise 2017
• Provided key support to the Human Resources Manager, ensuring a structured and efficient crew support system
• Oversaw documentation management, including passports, visas, seaman’s books, and US CBP paroles
• Supervised and trained a team of Crew Agents and Management, demonstrating effective staff management skills
• Managed crew operations such as expenses, cash transactions, and crew-related financial matters
• Directed crew embarkation and disembarkation processes, including passport control, future rotations, flights, transportation, and salary payouts
• Compiled competency reports for deck team, including certifications like CPSC, STCW PSCRB, and crisis management
• Coordinated logistics and administrative paperwork for port clearances, meeting documentation requirements for each port and country
• Handled crew logistics, including rotation scheduling, flights, relative travel arrangements, local leave applications, and share purchasing

• Participated in The Beacon Hotel Management Training Program which provided practical experience alongside formal curriculum to develop versatile and knowledgeable leadership skills
• Gained management experience, focusing on a dedication to the support and guidance of shipboard and shore side leadership

• Served onboard ships within the Princess Fleet including: Golden, Caribbean, Regal, Star, Grand and Sea

• Provided full operation management for the hotel including room division, sub departments, food and beverage

• Gained full practical experience of restaurant management, operations, staffing and stock control

• Undertook extensive in-service training at the hotel to obtain practical experience