Thais Ferreira
Sorocaba,SP
Summary
With over two decades of experience in the cruise and hospitality industry, I specialize in creating seamless, unforgettable guest experiences. I bring expertise in shore excursion operations, staff training, and itinerary development, always with a focus on delivering exceptional customer satisfaction. Whether optimizing logistics or empowering teams, I thrive in dynamic environments where every journey is an opportunity to inspire.
Dynamic individual with hands-on experience in Cruising industry and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Shore Excursions Manager
Royal Caribbean International
01.2023 - Current
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Generated travel-related reports for clients to facilitate decision-making.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Administered customer surveys to measure satisfaction with services and better understand desires and expectations.
- Created promotional materials to increase visibility and attract larger market share.
Shore Excursions Assistant Manager
Royal Caribbean Group
04.2010 - 01.2023
- Generated repeat business through exceptional customer service.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Conducted performance evaluations and provided constructive feedback to employees.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Shore Excursions Staff
Royal Caribbean International
08.2014 - 03.2022
- Responded to customer requests for products, services, and company information.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer Service
- Knowledge and advise of multiple cruising itineraries
- Organizing Shore Excursions for groups and individuals
- Adaptability in various itineraries
Guest Services Officer
Royal Caribbean International
01.2010 - 06.2014
- Assisted guests by furnishing information and directions to casino, gift shop, and dining areas.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Ran reports detailing daily guest numbers, accounting expenses, and income and room service usage.
- Monitored hotel's budget and financial records.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new staff members in customer service techniques and hotel operations.
- Developed and maintained positive relationships with guests for satisfaction.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Managed time efficiently in order to complete all tasks within deadlines.
- Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Waitress
Oceania Cruises
11.2004 - 12.2009
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Processed orders and sent to kitchen employees for preparation.
- Answered customers' questions, recommended items, and recorded order information.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Inspected dishes and utensils for cleanliness.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
Education
Hotel Management - Hotel, Motel, and Restaurant Management
University SENAC Hotel Management Sao Paulo
Certificate - French Studies
Centre Linguista Montreal
01.2004
High School -
Peabody Burns High School
Skills
- Administration
- Business Development
- Business Management
- Business Relationship Management
- Cashiering
- Customer Support
- Dealing with difficult people
- Direct Sales
- Inspire and motivate people
- International Business Development
- International Sales
- Interpersonal Communication
- Microsoft Word
- Office Administration
- People Management
- Sales
- Sales Management
- Sales Processes
- Spreadsheets
- Statistical Data Analysis
- Teamwork
- Written Communication
Certification
STCW Certification 2021-01 - 2026-01
Awards
Employee of the month RCCL 2017-11, Employee of the year RCCL 2013-01, Employee of the month Oceania Cruises 2008-11
Languages
English
Bilingual or Proficient (C2)
Portuguese
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
French
Intermediate (B1)
Timeline
Shore Excursions Manager
Royal Caribbean International
01.2023 - Current
Shore Excursions Staff
Royal Caribbean International
08.2014 - 03.2022
Shore Excursions Assistant Manager
Royal Caribbean Group
04.2010 - 01.2023
Guest Services Officer
Royal Caribbean International
01.2010 - 06.2014
Waitress
Oceania Cruises
11.2004 - 12.2009
Certificate - French Studies
Centre Linguista Montreal
Hotel Management - Hotel, Motel, and Restaurant Management
University SENAC Hotel Management Sao Paulo
High School -
Peabody Burns High School
Similar Profiles
Vivek ShettyVivek Shetty
Crew Payroll Manager at Royal Caribbean InternationalCrew Payroll Manager at Royal Caribbean International
Weslley FrickWeslley Frick
Sports Senior Staff at Royal Caribbean InternationalSports Senior Staff at Royal Caribbean International
Miluska ArbuluMiluska Arbulu
Casino Cashier Manager at Royal Caribbean InternationalCasino Cashier Manager at Royal Caribbean International
MANAN SHAHMANAN SHAH
BEVERAGE OPERATIONS SUPERVISOR at Royal Caribbean InternationalBEVERAGE OPERATIONS SUPERVISOR at Royal Caribbean International
Mateus CamposMateus Campos
Estagiário Contábil at MABES ContabilidadeEstagiário Contábil at MABES Contabilidade