Carollyne Franco Godoi Bernardes

Step up as Retreat Manager for four months

• Lead a team with sixteen members including butlers, head butlers and concierges
• Organized team meetings to review performance metrics, discuss areas for improvement, implementing trainings and share best practices among colleagues
• Provided timely assistance with any issues that escalates during a guests stay, ensuring quick resolution of problems
• Followed-through on all critical inter-departmental escalations to increase customer retention rates
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
• Maintained up-to-date knowledge of product and service changes
• Met customer call guidelines for service levels, handle time and productivity
• Responded proactively and positively to rapid change (itinerary, routes, termination of employees)
• Conducted regular room inspections to maintain high-quality accommodations for all guests
• Planning and executing action plans to improve the service and assure high level of standards
• Managed VIP guest relations, ensuring exceptional service levels were met at all times
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels
• Weekly report with all the results and action plans to Headquarters
• Conducted employee performance evaluations, providing constructive feedback for growth and development

• Company Overview: Royal Caribbean International - Ship Celebrity Apex - Rated 4 stars by Forbes

Retreat is a section of the ship who offers the most elevated experience at sea with luxurious services and suites

• Supervised day-to-day operations to meet performance, quality and service expectations
• In charge of eight employees working inside the Retreat Lounge and Sundeck
• Constant communication with the butlers to assure that the service exceeds expectations
• Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions
• Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism
• Streamlined check-in and check-out process to decrease wait times and increase customer satisfaction
• Coordinated special requests from guests, including shoreside arrangements or internal communication
• Maintained a welcoming atmosphere with genuine interactions and professional communication skills
• Resolved guest complaints diplomatically with different departments onboard
• Trained new staff members on company policies, procedures, and customer service standards
• Organized guest events and activities to create memorable experiences
• Exhibited high energy and professionalism when dealing with clients and staff
• Knowledge of onboard systems (Fidelio, Colonial, Silverwhere, Edocs, etc)

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services onboard creating welcoming, positive experiences
• Educated customers about billing, payment processing and support policies and procedures
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
• Trained staff on operating procedures and company services
• Knowledge of onboard systems (Fidelio, Colonial, Silverwhere, Edocs, etc)

• Company Overview: Largest natural hot water complex in Brazil
• Analyzed sales data to identify trends and adjust inventory orders accordingly
• Organizing weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement
• Implemented staff training programs, enhancing product knowledge and improving customer service skills
• Assisted in budget preparation, ensuring alignment with financial goals
• Defined clear targets and objectives and communicated to other team members
• Business trips to the Resort to organize performance recognition events