Ginta Berga

• Collaborated with onboard departments to effectively communicate excursion details and updates. Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• Facilitated overnight shore excursions, providing guests with personalized attention and enriching experiences. Ensured guest satisfaction and safety, which contributed to shore excursion upsell.
• Managed the timely disembarkation of all passengers on turnaround days, coordinating private and coach transfers with meticulous attention to guests' flight schedules and the vessel's disembarkation timeline as well as the company's resources. Ensured a smooth and efficient process, enhancing overall guest satisfaction and operational efficiency.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Resolved any conflicts between guests or tour operators diplomatically, maintaining positive relationships among all parties involved.
• Demonstrated strong knowledge of products and packages.
• Managed inventory and sales of promotional materials, contributing to revenue growth.
• Facilitated clear communication between ship management and tour operators during emergencies, ensuring swift resolutions that prioritized guest safety.
• Contributed to overall revenue goals by upselling premium excursions or excursions with low numbers when appropriate, based on guest interests and preferences.
• Coordinated special events or private tours upon request, creating unique experiences tailored to individual preferences.
• Conducted regular audits of tour operators to maintain compliance with company standards and regulations.
• Monitored tour operator performance, providing constructive feedback as needed for continuous improvement.
• Helped customers with passport and visa applications.
• Created promotional materials to increase visibility and attract larger market share.
• Collaborated with onboard departments to effectively communicate excursion details and updates.

I oversaw all aspects of passport, visa, and immigration requirements for onboard guests, ensuring compliance with international regulations and facilitating a seamless travel experience. This role was crucial in preventing travel disruptions and enhancing guest satisfaction through meticulous attention to detail and proactive problem-solving.

• I secured pre-arrival clearance for all ports of call, ensuring the vessel's timely and efficient entry into each destination. This proactive management was vital for maintaining the cruise schedule and providing a seamless experience for guests.
• Collaborated with local authorities and immigration officials upon the ship's arrival in port to secure port clearance for the vessel and shore clearance for guests and crew. Ensured compliance with local immigration and visa requirements, facilitating a smooth and efficient clearance process.
• Handled sensitive information securely by adhering strictly to data protection protocols when accessing databases containing personal data of applicants or detainees.
• Demonstrated cultural sensitivity during interactions with diverse populations from around the world seeking entry into different countries throughout the ship's itinerary.

• Utilized proprietary company software to update essential documentation and track expiration and renewal dates of various visas and other immigration documents.
• Collected and arranged client documents and data for application submission.
• Served as a liaison between my department and foreign consulates to expedite the processing of visa applications or resolve other issues affecting international travelers.
• Provided accurate information on immigration policies, processes, and requirements to both the guests and internal teams.
• Collaborated with outside counsel to interpret and apply technical immigration policies and procedures.
• Managed high-volume caseloads while maintaining attention to detail and adherence to strict deadlines.
• Improved client satisfaction with timely communication and accurate information on immigration status updates.
• Established a reputation for excellence among peers by consistently delivering high-quality work and maintaining strict confidentiality with sensitive client information.
• Negotiated favorable immigration authorizations for guests by presenting persuasive arguments and effective solutions to immigration officials in various countries. This role was essential in ensuring guests' seamless entry, enhancing their travel experience, and maintaining the cruise line's reputation for exceptional service.

• Increased guest satisfaction through comprehensive staff training in guest services and communication skills.
• Greeted guests, offered assistance, and answered questions to build rapport and retention.
• Contributed to a positive work environment by collaborating with team members to ensure smooth operations and guest services.
• Assisted guests with inquiries or concerns, resolving issues quickly to ensure satisfaction.
• Exhibited exceptional knowledge of products and services, addressing guest questions confidently and effectively.
• Maintained a clean and organized workspace, ensuring optimal efficiency and professionalism.
• Addressed guest complaints professionally and empathetically, negotiating solutions that protected both company interests and guest satisfaction.
• Enhanced customer satisfaction by providing efficient cash handling and prompt service.
• Handled high-volume transactions with accuracy, minimizing discrepancies and ensuring balanced registers at the end of each shift.
• Gave information about area attractions and provided directions.
• Assisted guests with special requests to ensure a memorable stay and exceptional service.
• Handled phone calls professionally, transferring callers to appropriate departments or providing information as needed.
• Contributed towards maintaining safety protocols within the vessel by reporting any suspicious activity or security concerns.
• Trained new Guest Services team members on company policies and best practices, fostering a strong team environment focused on delivering exceptional service.

• Organized regular client meetings to discuss progress updates, address challenges, and explore opportunities for further collaboration.
• Coordinated with internal teams to ensure timely delivery of products or services, resulting in high levels of customer satisfaction.
• Collaborated with marketing team to develop promotional materials, boosting brand awareness and driving sales growth.
• Conducted market research to identify emerging trends, ensuring product offerings remained competitive.
• Participated in weekly team meetings to share insights into account successes failures and brainstorm strategies for continued improvement.
• Used customer insights to develop innovative sales strategies to increase sales.
• Greeted customers and offered assistance with selecting merchandise, finding accessories, and completing purchases.
• Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.

• Developed strong relationships with clients, resulting in repeat business and positive feedback.
• Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
• Managed a high volume of inbound emails and live chats while maintaining excellent quality standards and adhering to established procedures.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained and managed customer files and databases.
• Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
• Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
• Collaborated with cross-functional teams to address customer concerns and improve overall service quality.

• Seabourn Cruise Line boards 440 to 600 guests in the world's most luxurious, cruise environment.
• Increased guest satisfaction through comprehensive staff training in guest services and communication skills.
  Greeted guests, offered assistance, and answered questions to build rapport and retention.
  Contributed to a positive work environment by collaborating with team members to ensure smooth operations and guest services.
  Assisted guests with inquiries or concerns, resolving issues quickly to ensure satisfaction.
  Exhibited exceptional knowledge of products and services, addressing guest questions confidently and effectively.
  Maintained a clean and organized workspace, ensuring optimal efficiency and professionalism.
  Addressed guest complaints professionally and empathetically, negotiating solutions that protected both company interests and guest satisfaction.
  Enhanced customer satisfaction by providing efficient cash handling and prompt service.
  Handled high-volume transactions with accuracy, minimizing discrepancies and ensuring balanced registers at the end of each shift.
  Gave information about area attractions and provided directions.
  Assisted guests with special requests to ensure a memorable stay and exceptional service.
  Handled phone calls professionally, transferring callers to appropriate departments or providing information as needed.
  Contributed towards maintaining safety protocols within the vessel by reporting any suspicious activity or security concerns.
  Trained new Guest Services team members on company policies and best practices, fostering a strong team environment focused on delivering exceptional service.

• Ensuring that printing and delivery of all menus and in-suite materials are on time.
• Ensuring that all printing, documents, and forms being placed into the suites have been approved by the Hotel Director.
• Answering and responding to all ''911'' emergency calls.
• Reduced equipment downtime by troubleshooting issues and performing timely repairs.
• Enhanced guest satisfaction by promptly addressing inquiries and offering personalized recommendations.
• Resolved guest complaints with professionalism, resulting in improved customer relations and repeat business.
• Assisted guests with special requests to ensure a memorable stay and exceptional service.
• Coordinated event bookings, and onboard dinner reservations ensuring seamless execution of logistics and guest satisfaction.
• Conducted regular inventory checks on supplies, managing restocking needs proactively for uninterrupted service delivery.
• Developed rapport with guests by engaging in friendly conversations without compromising professionalism.
• Utilized problem-solving skills when faced with unexpected situations; provided effective solutions that upheld the reputation of the company.