Carlos Josue Martinez Hernandez
Honduras,Cortes
Summary
Guest/customer service expert with over 10 years of experience in the customer service area. Great with interpersonal relations and working with various departments. Experience in handling and following up with customers' queries and challenges. Responsible, reliable, goal oriented and has a positive, professional approach to work. Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Receptionist
Windstar Cruises LLC
02.2024 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Front desk operation efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
Guest Services Supervisor
Carnival Cruise Lines
05.2018 - 08.2023
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction such as reservation issues, cabin issues and general queries
- Collaborated closely with other departments to meet guest needs and provide best the possible experience
- Processed guest payments and provided accurate change.
- Supervised and supported team members by offering constructive feedback and coaching as needed such as coaching, evaluations, one on one training sessions
- Analyzed customer feedback to identify areas requiring improvement.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Handled paperwork for the corresponding authorities of each country such as immigration requirements, crew reports and all documentation to ensure the ship's clearance in every port of call
- Handled group bookings and events.
Executive Assistant to the Managing Director
Law Office of Diksha Mehan Sharma
10.2020 - 02.2022
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Organized and coordinated conferences and monthly meetings.
- Conducted research and analyzed data to provide detailed reports on various business topics.
- In charge of debt collection and monetary follow ups and discrepancies
Sales Rewards & Recognition Manager
STARTEK
11.2011 - 10.2016
- Delivered trainings on new products and features to be sold by any of our clients.
- Created incentive programs and bonus structures for employees
- Participated in management meeting to discuss overall site performance
Front Desk Associate
AEROMEXICO
08.2009 - 08.2010
- Assisted the front desk with check-ins, ticketing, and passenger boarding
- Assisted passengers with luggage tracking
- Assisted passengers with the loyalty program benefits and inquiries
Education
High School Diploma -
Milenium Bilingual School
Honduras10.2008
Skills
- Team Player
- Guest Satisfaction
- Attention to detail
- Customer Relationship Management
- Works well under pressure
- Accustomed to a fast paced environment
Certification
- High School Diploma Marketing Oriented
- Care Team Certification
- Crisis Management and Human Behaviour
- Passenger Ship Crowd Management Training
- Basic safety Maritime Training Course
- Crowd Management and Safety Training for personnel providing direct service to passengers in passenger space course
- Security Awareness Training for all Seafarers Course
- Proficiency in the management of survival crafts and rescue boats course
- Designated Security Duties Course
Proficiency in:
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Google Docs and Google platform
- Fidelio
- Latitude
- Quick View
- Sabre
- Amadeus
Languages
Spanish
Native language
English
Proficient
C2
Timeline
Receptionist
Windstar Cruises LLC
02.2024 - Current
Executive Assistant to the Managing Director
Law Office of Diksha Mehan Sharma
10.2020 - 02.2022
Guest Services Supervisor
Carnival Cruise Lines
05.2018 - 08.2023
Sales Rewards & Recognition Manager
STARTEK
11.2011 - 10.2016
Front Desk Associate
AEROMEXICO
08.2009 - 08.2010
High School Diploma -
Milenium Bilingual School
- High School Diploma Marketing Oriented
- Care Team Certification
- Crisis Management and Human Behaviour
- Passenger Ship Crowd Management Training
- Basic safety Maritime Training Course
- Crowd Management and Safety Training for personnel providing direct service to passengers in passenger space course
- Security Awareness Training for all Seafarers Course
- Proficiency in the management of survival crafts and rescue boats course
- Designated Security Duties Course
Proficiency in:
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Google Docs and Google platform
- Fidelio
- Latitude
- Quick View
- Sabre
- Amadeus
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