Retail Sales & Administration

JUZAR VORA

**********@*******.***

+447********* (whatsapp)

Halifax, Nova Scotia

www.linkedin.com/in/juzarvora

PROFILE

18+ years of experience in Administration, Payroll, HR Support and Guest Relations onboard cruise ships internationally, providing service to over 1250+ crew and 3500+ passengers in a fast paced and culturally diverse environment.

Highly capable administrative professional with demonstrated strengths in motivating teams, customer service, time management and trend tracking. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.

Demonstrated flexibility and ability to work long hours in a complex environment requiring quick turnaround times during my time working on cruise ships. Travelled around the globe and have worked as a team with colleagues of varied ethnicities.

Organized and detail-oriented Retail Manager with 6+ years of experience ensuring smooth operations and outstanding customer service in extremely competitive retail environments. Developed and implemented innovative incentives to drive employee motivation. Acknowledged by the CEO as the most creative Franchisee Manager amongst the chain of 50 retail outlets.

Increased revenue by improving requisitions, product display and training Sales Associates on marketing strategies. Doubled the sales figures in initial 3.5 months. Received numerous awards for creativity, consecutive sales growth and over-achieving target.

CORE COMPETENCIES

•Leading & Managing Teams

•Payroll & Accounting

•MS Office Suite; Fidelio; MAPS; POS

•Data Entry & Data Management

•Coaching and mentoring

•Advanced in MS Excel

•Cash Handling/Foreign Exchange

•Customer Relations

•Retail Sales Management

•Creativity & Adaptability

•Problem Solving

•Emotional Intelligence

•Teamwork & Flexibility

•Administration of Customs & Immigration Vessel Clearance

PROFESSIONAL EXPERIENCE

Second Purser Regent Seven Seas Cruises & Oceania Cruises April 2017 – Present

Regent Seven Seas Cruises is a luxury cruise line headquartered in Miami, Florida and offers cruises which visit over 300 ports worldwide.

Oceania Cruises is based in Miami Florida and operates six cruise ships on worldwide itineraries.

Inbound and outbound clearance of vessel, passenger visa requirements, maintaining port requirements, pre arrival advise to port agents, manifest distribution and port administration. Effectively reduced the clearance time by 30% through accuracy in clearance paperwork and establishing good relation with Customs, Immigration and the port authorities. Accuracy is critical as errors in documentation can delay ship operations and may attract significant fines for the company.

Cash handling including foreign exchange. Coaching and auditing junior staff in financial aspects of the operation. Accomplished financial objectives by collaborating effectively with internal team members and guests. Increased the exchange of foreign currency by 18% on European itineraries.

Analyzed guest demographics and itinerary to forecast visa restrictions and ship clearance requirements with the development of advanced tracking methodologies. Formulated Excel files created to expedite complex reports, and further shared fleet-wide to optimize and streamline the administrative tasks of colleagues on other ships.

Composing and proof reading of collaterals. Responding to emails. Coordinating and channeling information from external sources to ship-board management. Liaison between the ship and the port authorities in all aspects of communication. On daily basis managed to respond and channel approximately 50+ emails pertinent to queries and correspondences.

Provided assistance and training to the front desk team in financial aspects of the operation. Through successful coaching and training of the team members, the overall guest experience ratings were enhanced and maintained.

Assistant Purser - Administration Officer / Night Manager / Front Desk Supervisor / Assistant Crew Manager Princess Cruises March 2013 – January 2017

Princess Cruises is a cruise line owned by Carnival Corporation & plc. The company’s headquarters are in Santa Clarita, California. As of 2018, it is the second largest cruise line by net revenue. The line has 18 ships cruising global itineraries that are marketed to both American and international

The rank of assistant Purser is interchanged on rotation basis with the following positions onboard: Administration Officer, Asst. Crew Purser, Night Manager & Front Desk Supervisor.

Administration Officer: Administration of documentation and ship’s certificates required for ship’s clearance through Customs, Immigration, Agriculture and local authorities on all ports of call worldwide. Check-in & Check-out of guests & port administration.

Night Manager: Assistant to General Manager on all overnight operation and issues. Reconciles all accounts, processes invoices and prepares folio statements. Balance all departmental accounts. Complete outstanding postings. Rolling the day in system.

Assistant Crew Manager: Crew Administration & Crew Relations pertaining to employment contracts, payroll, travel arrangements, visa requirements, expense remuneration, cash transactions, wire transfers, remittances, berthing, recreation and answering all queries in relation to crew employment and stay onboard.

Front Desk Supervisor: Motivates, coaches and provides training to the front desk team. Prepares work schedules and performance evaluations of the team. Increased the ratings of front desk through teamwork and developing positive working environment.

Guest Services Manager Disney Cruise Lines December 2011 – September 2012

Disney Cruise Line is a cruise line operation that is a subsidiary of The Walt Disney Company with their operational headquarters located in Celebration, Florida.

Ensures and provides flawless, upscale, professional and high class guest service experience. Analyzing customer feedback and providing strategic direction to continuously improve overall rating. Responding to guests needs and anticipating their unstated ones. Received numerous positive feedbacks and comments from guests on how we made an impact on their cruise vacation.

Assisting the Manager of Guest Services in leading and motivating all front office personnel including supervising, training, communicating objectives, disciplining, visual monitoring of performance to ensure adherence to all service and productivity standards to provide impeccable guest satisfaction. A weekly one-on-one meeting was conducted to boost employee morale.

Effectively dealing with guests that require extensive levels of patience, tactfulness, and diplomacy to defuse anger, collecting pertinent information, and resolving conflict without issues escalating to the senior management. Received award for achieving the highest scores in Friendliness & Problem Resolution.

Responsibilities included: Event Management & Organization, Lost & Found Administration, Complaint Resolution, Service Recovery through constant follow-up. Performance Evaluation of Front Office team, Ordering and Inventory of office supplies and stationaries.

Crew Administration Manager Royal Caribbean Cruise Ltd October 1995 – June 2011

Based in Miami, Florida, United States, it is the largest cruise line by revenue and second largest by passengers counts. In 2018, Royal Caribbean International controlled 19.2% of the worldwide cruise market by passengers and 14.0% by revenue. It operates the four largest passenger ships in the world. As of January 2021, the line operates twenty-four ships.

Managed daily operations within the onboard Crew Office by supporting continuous delivery of excellent services and care to all crew, staff and officers.

Crew Office operations consist of Customs & Immigration, Passport Control, Visa Information, Crew Data Integrity, Crew Travel Arrangements, Crew Contracts, Crew Payroll, Time & Attendance (ILO), Crew Remittance, Crew Mail, Crew Activities, Crew Welfare and Crew Recreations.

Management and assignment of Crew Berthing taking into consideration, departments, ranks, cultural diversities, cohabitation requests and preferences.

Communicated job expectations and trained staff to promote team building and improve productivity. Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilities

Directed and oversaw crew embarkation and debarkation process, confirming travel arrangements, hotel reservations, visa requirements and ensuring smooth transition.

Successfully planned and executed full crew immigration checks conducted onboard or ashore as required by the officials. Coordinated and facilitated large scale crew events such as closing the ship when it is sold or scraped.

Provided complete administrative support to the Human Resources Manager. Possess a thorough knowledge of the visa requirements and regulations of all the ports of calls around the world visited by the cruise ships.

Worked for 16+ years with Royal Caribbean International in numerous ranks with proven history of tackling complex projects with superior results. Always exhibited zest and willingness to learn. Committed to delivering high-quality results and achieving project goals

Started the career with this company as Assistant Pastry Chef. Through creativity, adaptability and dependability worked my way to management in administration. Upon request additional previous work experience can be presented.

EDUCATION & COURSES

·First Year Higher Secondary in Commerce (Business Accounting & Book-Keeping) 1986

·Pastry & Bakery Culinary Crash Course (YMCA) 1992 Mumbai - India

·Certified Cruise Professional by Prestige Cruise Holdings in association with “The Cruise Institute”. (2017)

·Management Training (Leadership through Emotional Intelligence) – 2020 Onboard M/v Seven Seas Navigator

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