Glenn Wilson Luna

I have a great deal of supervisory experience and am proficient in leadership with over 15 years of experience in the hospitality industry. I am currently employed on cruise ships and my expertise covers managing people, administrative work, customer service, food and beverage, and housekeeping which I believe are my great assets. I am interested in working in your company and am strongly prepared to contribute to your vast and great economy.

I have a degree of Bachelor of Science in Hotel and Restaurant Management and am currently employed with Norwegian Cruise Line as a Box Office Manager. My company is one of the leaders in the cruising industry where I gained all my experience in hospitality operations. I am in charge of overseeing and managing the Box Office operations, mainly focusing on the entertainment department’s customer service catering to over 5,000 guests ensuring the team provides the highest possible service. My job also covers formulating policies and creating new procedures, staff training and development, administrative jobs, and planning and promotions to achieve target income. Daily, I perform administrative duties that include communication through emails, use of Microsoft Office (Word, Excel, and PowerPoint) with deadlines, and documentation of guest’s concerns and issues being encountered in the daily operation. My communication and organizational skills are first-rate as it is needed in my daily tasks to cater to the demand of the large and complex operation onboard the ship. I am also in charge of maintaining the ship's good score achieving positive reviews, feedback, and ratings from guests. 

I also have experience working in the front office department of the ship where I was able to gain a wide knowledge of hotel operations as a whole. As a front desk staff, I am experienced in assisting guests in resolving their concerns and issues by following the company’s standards and procedures. Daily, my job description includes receiving cash payments, registering debit and credit cards, accepting cheques, assisting guests in calling their banks, and helping guests with any financial-related transactions. My job also includes handling massive guest check-in and check-out, passport and travel document collections, and furnishing administrative reports and documentation.

My first job was as a bartender in a five-star hotel where I gained knowledge in preparing and serving beverages both alcoholic and non-alcoholic as well as preparing garnishes. I am in charge of ordering, storing, and arranging stocks and supplies as well as conducting inventories. Part of my job is also acting as a bar waiter serving and upselling products. When I decided for a career step up and started working on cruise ships, I attended training programs regarding public health, sanitation, and pest management based on United States Public Health standards. In addition, I have also worked as a housekeeping staff onboard in which I have been trained in cleaning, sanitizing, and servicing guests’ rooms in a professional approach based on a five-star service providing high levels of products.

Driven by passion and hard work I believe my experiences qualify me for a work opportunity in your company sharing my knowledge and expertise. In terms of adaptability, I have served guests who are mainly Americans, Canadians, and Europeans and have worked with a crew of different nationalities which helped me to better understand the importance of a positive work environment and providing excellent service to guests.

Highlights of Qualifications

Bachelor of Science in Hotel and Restaurant Management

Professional in hospitality industry with over 15 years of experience

Experience with Microsoft Word, Outlook, Excel & PowerPoint and administrative work

Professional Employment History

Box Office Manager                                                                                       Miami, Florida

Norwegian Cruise Line                                                                      January 2020-Present

• Overall in charge of running and supervising the Box Office operation, mainly focusing on the entertainment department’s customer service.
• Overall in charge of assisting guests with show bookings and accommodating guests in the venues being controlled by a Fidelio-based system in accordance with the company's SOPs and procedures.
• In charge of shows and activities promotions ensuring it is well advertised on the room’s daily newsletters, digital signages, iTVs, company’s website, cell phone application, and other tools to promote product awareness and good attendance in the venues.
• In charge of paid show bookings and promotions onboard ensuring the company's target income is consistently being achieved.
• In charge of planning shows and entertainment schedules onboard that cater to 5,000 guests ensuring that times and schedules result in seamless operation and guests enjoy an outstanding experience.
• Performing administrative work on a day-to-day basis for operational benefit that includes Microsoft Word, Excel, Powerpoint and Outlook.
• Continuously communicating with shoreside and higher onboard management in helping formulate policies and creating new procedures for smoother operation and improving guest experience.
• Conducting weekly meetings setting clear visions of achieving goals and deploying strategies and techniques on how to improve and run the operation better and smoother.
• In charge of staff training facilitating growth and development ensuring they display exceptional customer service skills exceeding guests' expectations.
• In charge of evaluating staff’s monthly work performances, motivating them to do their best at work, and developing their areas of improvement.
• Develop a strong understanding to the team of the telephone system being used at the hospitality desk in answering guests’ questions and assisting guests’ concerns.
•  In charge of maintaining a good customer satisfaction score on a weekly basis monitoring feedback and comments as a basis for improvements and concern prevention.
• Working closely with Concierge and higher management onboard in assisting VIPs and ensuring they are being taken good care of.
• In charge of running the big and complex tendering procedure where guests are being assisted and directed to board small boats to get on and off the ship to reach the ports of call.
• In charge of staff scheduling and carefully planning the operational hours ensuring the best possible service is being provided to the guests.
• In charge of handling and documentation of guests’ concerns and issues being encountered on a daily basis and providing the best solutions possible.
• Displays strong diplomatic and negotiation skills and handles difficult situations that may arise in the operation and resolving issues in the most professional manner.

Box Office Staff                                                                                               Miami, Florida

Norwegian Cruise Line                                               December 2015 - September 2019

• Act as a representative of the entertainment department onboard the ship as the source of information and reception point through a hospitality desk, displaying exceptional customer service in assisting guests with show bookings and entertainment queries.
• Has full understanding and knowledge of entertainment products and options for the guests including show contents and costs.
• Familiar with the Fidelio system, software being used in assisting guests with show bookings and schedules.
• Possessing good and professional phone etiquette in assisting guest’s requests and queries over the phone.
• Responsible for checking in guests in entertainment venues and executing crowd control through good communication techniques with high levels of service.
• Responsible for guests' accommodation in entertainment venues ensuring their comfort, and catering to their needs and requests.
• Responsible for handling concerns and issues that may arise and providing solutions effectively and efficiently, ensuring guests are happy and satisfied.
• Act as ushers/usherettes in accommodating VIP guests ensuring royal treatments are being provided.
• Responsible for organizing, cleaning, and maintaining inventories of all supplies and equipment in the Box Office desk and operation.

Guest Service Staff                                                                                         Miami, Florida

Norwegian Cruise Line                                                      January 2011 to November 2015                                  

• Responsible for providing a variety of services and giving accurate information to the guests efficiently and courteously through a hospitality desk.
• Knowledgeable of the ship’s operation as a whole, familiar with SOPs and procedures, and has a full understanding of how all departments work and operate.
• Handles cash payments, debit/credit cards and cheques transactions. Assisting guests with refunds, disputes and other financial queries and concerns.
• Act as a telephone operator answering internal and external telephone calls and providing information and assistance.
• Taking ownership and handling requests in an effective and efficient way for guest satisfaction.
• Responsible for reports and documentation of guests' concerns and issues, familiar with the recovery program, making follow-ups, and taking necessary actions to ensure proper solutions are being provided to guests based on the company's standards.
• Helping in the process of embarkation and debarkation of guests, which includes check-in, collection, and inspection of passports and other travel documents and check out procedures.
• Helping the Concierge in assisting VIP guests onboard ensuring the highest form of services is being provided.
• Performs administrative duties on a daily basis for operational benefit.

Room Steward                                                                                                Miami, Florida

Norwegian Cruise Line                                                          January 2009 to August 2010                                   

• Responsible for daily servicing and cleaning of guests' staterooms on a prompt and professional basis of a high standard.
• Follows the cleaning procedures, sanitation and use of chemicals and cleaning equipment based on the company and United States Public Health standards.
• Responsible for ensuring guests are comfortable with their stay in their staterooms throughout the cruise by consistently exceeding their expectations by providing high levels of products and services.
• Responsible for maintaining guest’s staterooms in good shape and reporting maintenance that includes electricity, plumbing, ventilation, and other physical aspects of the room.
• Responds efficiently and effectively to guests' requests to achieve high guest satisfaction and reviews.
• Responsible for maintaining and controlling mini bar inventory in accordance with the company's standard operating procedures.
• Responsible for maintaining the cleanliness and orderliness of lockers and pantries ensuring all stocks are replenished, labeled, and organized.
• Responsible for reporting any related guests' concerns and issues and taking necessary action for guests' satisfaction.

Utility Public Area Cleaner                                                                           Miami, Florida

Norwegian Cruise Line                                                            January 2007 to October 2008

• Performs general cleaning duties, sanitation and maintains the cleanliness of public areas of the ship.
• Follows the cleaning procedure, sanitation and use of chemicals and cleaning equipment based on the company and United States Public Health standards.
• Organized and skilled in handling multiple cleaning projects, promoting a good atmosphere onboard.
• Regularly checking and reporting the ship’s public areas that need the attention of electrical, plumbing, and other maintenance departments to promote comfort and safety for the guests.
• Assisting the room steward in performing special requests of the guests like laundry assistance, iron deliveries, and other guest requests.
• Performing duties and responsibilities servicing guests' rooms in the absence of room stewards following the company’s standard.

Barboy                                                                                                      Manila, Philippines

Diamond Hotel Philippines                                                              May 2005 to May 2006

• Welcoming the guests with high communication skills recommending and serving drinks with engaging and hospitable personalities.
• Knowledgeable in preparing all alcoholic and non-alcoholic drinks by the company's standards upselling of beverages and promoting products to boost the company’s income.
• Engaging with guests making sure they are well accommodated and happy about the service. Taking comments and feedback for service improvements.
• Over all in charge of ordering and inventory of supplies, stocks, food, and drinks ensuring the outlet is always ready for operation.
• Responsible for setting up, cleaning, and organizing the hotel's main bar ensuring its readiness for operation which also includes mis-en -place and garnish preparations.
• Act as bar waiter serving food and beverage products to the guests.
• Responsible for inventory and ordering of bar stocks and supplies.

                                         Education and Training and Achievements

Vacation Hero Award                                                                                       Norwegian Bliss

Norwegian Cruise Line                                                                                                June 2018

Vacation Hero Award                                                                            Norwegian Breakaway

Norwegian Cruise Line                                                                                          January 2017

Comment Card Top Earner Award                                                    Norwegian Breakaway

Norwegian Cruise Line                                                                                     September 2016

New Manager Training                                                                          Norwegian Breakaway

Norwegian Cruise Line                                                                                                 July 2015

Public Health Training Program (based on USPH)                        Norwegian Cruise Line

Norwegian Cruise Line                                                                                        February 2008

Pest Management, Product Knowledge and Safety                      Norwegian Cruise Line

Norwegian Cruise Line                                                                                        February 2008

Food and Beverage Service Attendant Training                                   Manila Philippines

Inter-Seas Management Training Center Corporation                                      March 2006

2nd Runner–Up Cocktail Mixing                   Lyceum of Batangas University Philippines

Regional Bartending Competition                                                                          March 2005

Bachelor of Science in Hotel and Restaurant Management           Batangas, Philippines

De La Salle Lipa                                                                                June 2001 – March 2005