Elise Wheeler

• Overseeing the hotel operation during day time hours and supporting all departments within the hotel team onboard.

• Identifying and root cause removal of irritants from the guest flow and experience by analysing NPS scores.

• Support the guest journey by identifying opportunities to continuously improve flow and logistics of embarkation and disembarkation and catering to specific needs.

• Driving the brand vision and ensuring standards are maintained by conducting regular training sessions

• Supporting revenue generation through reception services, onboard ceremonies and gifts.

• Facilitated daily guest flow to reception, enhancing overall efficiency.
• Oversaw issue resolution and addressed complaints professionally and customer-focused.
• Conducted regular training and team building exercises with the Reception team to maintain high standards of customer service and understanding of our guests needs.
• Liaised with shore side and onboard departments to coordinate events, travel agent groups and PR requests.
• Administered all gift orders, ensuring timely delivery and accurate departmental reconciliations.
• Successfully executed multiple Weddings@sea, vow renewals, and scattering of ashes with relevant departments, receiving positive feedback from our guests.
• Driven onboard revenue by promoting ceremonies around the ship.
• Took ownership of onboard ceremonies, planning ahead with the shore side team prior to embarkation to ensure all needs are met and being the first point of contact and catering to all needs to the best of my ability.