Alejandra Monterroso
Communication Service Manager
Guatemala
Don’t believe everything you think.
Byron Katie
Resumen profesional
I am a dedicated professional specializing in guest services and technology systems. With a focus on exceeding expectations, I excel in staff management and compliance with health regulations. Passionate about creating memorable experiences, I continuously seek innovative strategies to enhance guest comfort and operational efficiency.
Datos destacados
22
22
years of professional experience
4
4
years of post-secondary education
Experiencia
Guest Administrator
Holland America Line
08.2025
- Provided exceptional guest services, managing check-in, and boarding.
- Maintained accurate guest documentation and managed guest accounts, addressing billing issues.
- Ensured compliance with public health standards and safety regulations.
Communications Service Manager
Norwegian Cruise Line Holdings (NCLH)
01.2024 - 08.2025
Communication Manager/ Internet Manager
ANUVU/Global Eagle / MTN
01.2019 - 01.2024
- Oversee onboard communication services, ensuring high-quality guest interactions and satisfaction.
- Lead staff training initiatives to enhance service delivery and team performance.
- Ensure compliance with health and safety regulations, contributing to a safe and welcoming environment.
- Managed onboard internet services, implementing corporate solutions and marketing strategies.
- Led initiatives to improve service quality, resulting in increased customer satisfaction.
- Maintained compliance with health and safety regulations.
Customer Representative
Rocketmiles
01.2022 - 05.2022
- Assisted trilingual customers with bookings, delivering exceptional multilingual customer service.
- Resolved booking issues promptly, maintaining accurate records.
- Collaborated to ensure positive customer experiences.
Chief Purser / Guest Relations Manager
Pullmantur Cruises LTDA
02.2018 - 01.2019
- Managed all Front/Pursers Desk operations, supervising and evaluating Front Desk and Back Office staff.
- Facilitated ship clearance and legal document processing with authorities.
- Coordinated special passenger requests and handled lost luggage communication.
- Oversaw embarkation and disembarkation processes, including arrangements for special needs.
- Collaborated with senior staff and port agents for daily operations.
- Provided training to enhance team performance and prepare for advancement.
- Organized meetings and functions, and maintained comprehensive end-of-cruise reports and records.
Front Desk Manager / Clearance Officer
02.2013 - 01.2018
- Led a team to deliver exceptional customer service, addressing guest feedback proactively.
- Maintained knowledge of guest ratings to mentor team members and resolve issues.
- Participated in the boarding process and documentation review, balancing operational needs to optimize guest experiences.
- Managed pre-arrival documentation and communication with port agents.
- Provided accurate information on ship events and functions while upholding company standards through effective leadership.
Assistant Purser / Guest Relations Desk Representative
08.2011 - 01.2013
- Provided comprehensive Guest Relations services, including handling lost luggage, stateroom changes, and issuing cruise cards.
- Addressed inquiries and responded to guest concerns with empathy and professionalism.
- Took ownership of issues, ensuring resolutions met guest satisfaction.
- Maintained up-to-date knowledge of ship events to provide accurate information and assist with special requests.
- Supported the Financial Controller with currency exchanges and guest account payments.
Cabin Steward/ Guest Stateroom Supervisor
Ibero Cruceros
06.2008 - 05.2011
- Oversaw a station of approximately twenty guest staterooms, providing personalized assistance to exceed guest expectations.
- Assisted guests on embarkation day with suite introductions and managed daily linen operations, including exchanges with the ship's laundry.
- Handled personal laundry requests, maintained bed linens per schedule, and restocked Mini-Bars with complimentary items and amenities.
- Ensured safe handling of equipment, including vacuum cleaners and stewardess carts.
Passenger Services, Security Control, and Weight & Balance
American Airlines
02.2004 - 06.2008
- Managed check-in, dispatch, and boarding operations for efficiency.
- Oversaw aircraft weight and balance, ensuring safe loading of cargo.
- Handled lost luggage and facilitated reservations and upgrades.
- Delivered exceptional customer service and resolved guest complaints.
Formación
Bachelor's Degree - Tourism and Hotel Management
01.1999 - 01.2003
Focused on Information Systems and Technology.
Enfatiza tus habilidades clave
- Guest Services Management
- Staff Training and Development
- Health and Safety Compliance
- Customer Relationship Management
- Problem Solving and Decision Making
- Communication and Interpersonal Skills
- Process Improvement and Strategy Development
- Microsoft Office Suite
Idiomas
English (Fluent)
Portuguese (Fluent)
Spanish (Native)
Personalizado
- Web Development
- Social Media and Digital Marketing
- Voice-Over in Different Languages and Accents
Disponibilidad
Lunes
Martes
Miércoles
Jueves
Viernes
Sábado
Domingo
Mañana
Tarde
Noche
Desliza el dedo para ver más
Cronología
Guest Administrator - Holland America Line
08.2025
Communications Service Manager - Norwegian Cruise Line Holdings (NCLH)
01.2024 - 08.2025
Customer Representative - Rocketmiles
01.2022 - 05.2022
Communication Manager/ Internet Manager - ANUVU/Global Eagle / MTN
01.2019 - 01.2024
Chief Purser / Guest Relations Manager - Pullmantur Cruises LTDA
02.2018 - 01.2019
Front Desk Manager / Clearance Officer -
02.2013 - 01.2018
Assistant Purser / Guest Relations Desk Representative -
08.2011 - 01.2013
Cabin Steward/ Guest Stateroom Supervisor - Ibero Cruceros
06.2008 - 05.2011
Passenger Services, Security Control, and Weight & Balance - American Airlines
02.2004 - 06.2008
Universidad Galileo - Bachelor's Degree, Tourism and Hotel Management
01.1999 - 01.2003