JAY LOIZOU

• Oversaw daily operations of the guest services department at a luxury Leading Hotel of the World.
• Ensured smooth and efficient check-in/check-out processes, handle guest requests and complaints, andmanage guest feedback.
• Actively developed relationships with key stakeholders in the travel industry, such as journalists, travel agents,and tour operators, to promote the hotel and boost bookings.
• Prioritised building strong relationships with high-profile guests, including A-list celebrities, by anticipatingtheir needs and preferences to create exceptional, personalised experiences.
• Regularly participated in industry events and networking opportunities to stay up-to-date with the latest industry trends and best practices.
• Managed a team of employees, providing them with training, guidance, and motivation to maintain high levels of guest satisfaction and employee engagement.
• Handled media requests and appearances for high-profile guests, working closely with public relations and marketing teams to uphold a positive and professional hotel image.
• Responsible for creating and maintaining guest records and profiles while ensuring the accuracy and confidentiality of personal and payment information.
• Managed the guest services budget, analysing expenses and revenue to identify cost-saving opportunities and enhance the hotel's financial performance.

• Return to Marella Cruises in 2021 as part of the company's effort to resume operations after the pandemic-related pause.

• Proactively transitioned into the role of a wedding planner during the COVID-19 pandemic, leveraging my event management skills while cruise ships were not operational, and effectively coordinated weddings under pandemic constraints, demonstrating adaptability and resilience.

Front Office Manager

• Managed the Guest Relations department on board, overseeing both the Reception team and Social & Welfare Officers.
• Held authority to handle and resolve guest complaints, including discretion to provide compensation to ensure customer satisfaction.
• allocated guest cabins and fulfilled their requests to enhance onboard experiences.
• Maintained clear and effective communication with all ship departments, especially during critical times like embarkation and disembarkation.
• Coordinated closely with UK airports and port agencies to ensure accurate passenger manifests and the proper execution of safety procedures during turnaround days.

Social & Welfare Officer

• Maintained a high profile and actively promoted guest experience.
• Organised celebration packages, blessings, hosted tables, and daily events for customers.
• Coordinated with heads of departments to exceed guest expectations.
• Liaised and coordinated for the welfare of passengers who became ill or injured, accompanying them to the onboard infirmary and shore-side hospitals.
• Followed up daily on guest welfare & incidents, including end-of-life situations, with sensitivity and professionalism, ensuring all necessary procedures and paperwork were completed accurately and promptly, while providing support to guests and their families during difficult times.
• Ensured a smooth handover of information to head office, resort office, and insurance companies.

Destination Services Advisor

• Ensured memorable guest experiences at each port through excursions.
• Possessed detailed knowledge of all ports, enhancing guest experiences.
• Presented Port Showcases to boost guest understanding.
• Guaranteed excursions met company standards by conducting assessments.
• Collaborated with various departments for seamless onboard operations.
• Actively promoted future cruise holidays, expanding fleet knowledge for guest options.
• Self-motivated, with a strong sense of personal responsibility.