WORK EXPERIENCE

Onboard Digital Manager

Royal Caribbean International

Symphony of the Seas

January 24,2020 – Present

Onboard Digital Manager is a critical role in the operation and success of Excalibur (Our onboard APP) and other Digital Products which aims to digitalise the guest experience to further improve the overall ship operation and reduce guest friction.

Below are the major KPI’s of my role as Digital Manager.

Content Health:

The Digital Manager is responsible, along with the shore side digital content team, for the accuracy of the content in the digital experience (app, signage, kiosk, etc.). This requires working within the content management tool (AEM) to refine content on a day-by-day view for the ship from the current sailing and current day to 30 days prior.

Digital Product quality/support

The Digital Manager needs to test digital products onboard to help with quality assurance, support new releases, as well as provide feedback to the shore side team (from observation, Guest interactions, etc.) on all products in market to inform the development of new features.

Change Management

The Digital Manager works with the shore side digital team, change management team, HR, IT and others to ensure the ship’s EC and crew are aware of upcoming digital capabilities/features and prepared to support the digital experience as it evolves.

Reporting to shore side scheduled training activities (including new feature training, app refreshers and new crew app overview trainings)

Guest Adoption

The Digital Manager is accountable for ensuring Guests onboard are aware of all digital products and capabilities available to them. This includes working with shore and ship partners to implement the go to market toolkit (messaging, signage, content, etc.), engage in Guest visible support on day one to help Guests get sorted/loaded with the app by answering questions and conducting demos as well as anything else we can do to hit our target of 80 percent of all Guest staterooms using the app.

Ship Reporting

The Digital Manager is responsible for reporting the overall health of the digital experience to the ship EC (and shoreside leadership). This manifests in a report aggregating metrics (Guest adoption, App store rating, Medallia score, Guest comments and feedback, Expedited Arrival adoption if applicable, revenue via digital channels, success, challenges, etc.)

Communication Service Specialist

Royal Caribbean International

Harmony of the Seas, Serenade of the Seas and Radiance of the Seas

August 19,2017 – Present

Communications Service Specialist acts as the 1st level of customer support for all of the onboard digital products and is also responsible for hitting revenue targets for Internet sales and services.

Financial:

Handles all internet revenue generating operations onboard for both guest and crew while working closely with the shipboard IT

Task to achieve the per cruise basis Internet revenue target

Prepares End of Voyage reports in order to analyze the Internet revenue flow and onboard marketing strategies and initiatives

Escalates and resolves challenges that impact revenue generation and/or the guest experience.

Internal Business Process:

Communicate with the Marketing and Revenue Manager on current operations, new ideas and trends

Develop training curriculum, meetings, and courses to both guest and crew

Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data in order to provide guests with accurate information.

Ensures all collateral, including core languages, is kept updated and complies with all company brand standards

Customer:

Responds to guest’s internet software and hardware concerns, offering solutions, providing insights to content development, as well as managing guest printing facilities and ensuring the efficient and optimal day to day operations of the Internet service onboard.

Tracks guest logs and provides resolutions to any Internet concerns in order to achieve Ratings target.

Sales & Marketing Coordinator

Fraser Place Manila

Valero Street, Makati City

November 16, 2014 – April 15, 2016 (1 Yr. & 5 Mos.)

Financial:

Assist in cost effectiveness in administrative supplies and requirements of the department.

Help the Sales and Marketing team in achieving the overall monthly and yearly revenue target.

Look for and coordinate with suppliers or vendors for special events and marketing collaterals.

Internal Business Process:

Co-ordinate office activities and provide administrative support to the Sales and Marketing Team and also with online travel agents (Booking.com, Agoda and Direct Bookings).

Prepares Proposals, Contracts and responds to clients on behalf of the Director of Sales and at the same time prepares and maintain an efficient filling system.

Makes and edit posters, printed Ad Materials and E-Direct mailer for promotional and marketing use.

Customer:

Handles International relocation companies and assist Sales Executives in their correspondences with clients and become the direct contact person when Sales Executives is not around.

Conduct site inspections whenever necessary in liaison with property operations.

Assists in coordination of clients promotions and entertainment events.

Have full knowledge of the property in terms of rates, discount structure, amenities and apartment configurations.

CERTEFICATES

Digital Marketing : Customer Centric Approach

De La Salle-College of Saint Benilde, School of Professional and Continuing Education

May 2018- June 2018

This covers the concept of UI and UX principles, trends, customer insights and practices that is applied in Marketing, App Development and Design campaign in either User Experience or Digital Experience

Marketing in the World of Digital

De La Salle-College of Saint Benilde, School of Professional and Continuing Education

March 2018- April 2018

This covers topics in Content Management, Digital Experience and Framework Building that improves marketing process and strategies.

EDUCATION

BACHELOR OF SCIENCE IN HOTEL AND RESTAURANT MANAGENT

UNIVERSTIY OF SANTO TOMAS, College of Tourism and Hospitality Management

S.Y 2010 - S.Y. 2014

Academic achievements and Organization:

1st year Deans Lister

Events Production Head: Spectrum Experiencing the Colors of Technology in the Hospitality Industry

Executive Board Member Auditor: Hotel and Restaurant Management Society

Qualifications and Skills

Fluent in English Language both written and verbal

Fluent in Spanish

Knows how to operate RCCL onboard operation software such as EFC, ASR and Guest Log.

Excellent Guest Service Communication

Knows how to build and maintain corporate database using MS excel macro’s and spreadsheets.

Skilled in Microsoft Excel, Microsoft Word, Microsoft PowerPoint and Apple’s Eco System such as Keynote, Pages and Final Cut Pro

Knowledge and skill in Advance Adobe Photoshop, Lightroom, and InDesign

High level of competence in using Adobe Experience Manager Products and Software.

UI and UX Design.

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