CRAIG BENNETT

• Support in service delivery and NPS growth by implementing new procedures to help with guest experience
• Driving sales of on resort shops, photos and beverage sales
• Monitor maintenance progress and large projects over the resort
• Oversee an opening of a new village Treasure Beach with 101 rooms sleeping 500 additional guests
• Opening of a new steak restaurant and food market in the new village
• Cost control and capex planing
• Support recruitment teams in onboarding new arrivals and interviews
• Support waterpark operation safety and compliance, and with water activities
• 2300 staff on resort
• Ensure we are adhering to policies and procedures.
• Assisted in financial budgeting process for annual fiscal planning.

I took on this temporary role while waiting for my work permit for Turks and Caicos.

• Working with hotel departments to support the 33 million refit and guest ready vessel
• Overseeing all cabin, public areas and shop upgrades
• Supporting retail outlets and spa areas in increasing onboard sales
• Targets of 1.8 million for future cruise sales
• Getting the ship ready for the World cruise crossing for USPH
• Working with shoreside and ships traveling maintenance team to finish outstanding dry dock work that could not be completed in dry dock
• Working with over 40 different nationals.
• Drive NPS scores

• I have held numerous operational contracts on land while waiting for me next ship contract to be completed.

• Full operational responsibility for all hotel operations on board, including service and quality delivery, budget and personal responsibility.
• Increased onboard revenue through enhancing the guest journey and concessionaires visibility onboard. Managing onboard spends in excess of half a million dollars.
• A team leader and motivator to get the best out of the employees. I manage this by building a feeling of trust with all crew members that work in harmony, support each other and communicate well.
• Responsible for ensuring that all standard operating procedures and being followed in the daily operation.
• Overseeing and leading the management team on board and contribute to efficient operations and achievement of overall KPI’S, NPS sales and cost KPI’S. NPS on the New England cruises grew from 65% to 74%. Caribbean cruises NPS consistent at 68%
• Work closely with concessionaires to ensure we have full impact of sales and best way to promote not hard sell.
• Comply with Silversea groups procedures and other relevant internal policies, laws, regulations i.e USPH. Canadian PH inspection score 93.
• Responsible for implementation and follow up of new concepts, participate and lead guest activities on the ship.
• Assist with dry dock refurb up to 25 million USD, planning, organising and meeting deadlines to sail on time for the next voyage.
• 1 contract Silver Shadow

• Organises a meeting per cruise presenting an analysis of TCS results and confirms corrective Actions.
• Welcomes and farewells Guests upon Port Arrival and Embarkation/Disembarkation.
• Provide consistent YC leadership to all functions with the support of the relevant shoreside offices.
• Compliance with standards and procedures (H&S, Legal, Brand etc)
• Attends structured meeting itinerary with Hotel Director, Cruise Director, Hotel Services Director and F&B Director.
• Ensure that departmental managers are actively conforming to specified operational procedures, conforming to guidelines and controlling costs.
• Conducting regular Performance Reviews as per SOP
• Ascertain and make recommendations to shore side and onboard departments to improve guest satisfaction and feedback.
• Support Shore side Offices with any feasibility (revenue/cost saving) opportunities.
• Works directly with ship management to identify optimal scheduling opportunities and locations for revenue generation.
• 6 Month Contract

• Manage front desk agents and help to resolve issues that arise during shifts.
• Improved NPS by 10% to 87%
• Overseeing the winter harbour 34 ships I then oversee 400 employees.
• Work directly with department heads to ensure results and service areas are delivered.
• Deliver exceptional level of service to each customer by listening to concerns and answering questions.
• Prepare monthly reports, including payment and account reconciliations and financial statements.
• Manage payroll operations for employees.
• Oversee ship costs, revenue for retail, spa and excursions.

• 115 rooms
• conference up to 500

• Www.devere.co.uk

• Www.celtic-manor.com