Luis Antonio Vargas Tinajero
Solidaridad
Summary
Fleet Operations Manager with extensive 23 years experience at Princess Cruises Lines, recognized for enhancing shore excursion experiences and driving operational efficiency. Demonstrated expertise in cost control and safety management, resulting in increased guest satisfaction. Proficient in data analytics and effective communication, consistently delivering operational excellence and fostering strong customer relationships.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Fleet Operations Manager-Shore Excursions
Princess Cruises Lines
Santa Clarita
02.2024 - Current
- Creating lasting memories by being responsible for overseeing all aspects of shore excursion operations across the 9 ships to which they are assigned, including tour logistics, collaboration with the regional destination manager, sales, onboard marketing, customer service, and staff training to ensure an exceptional guest shore excursion experience.
- Ensured cost-effectiveness by maintaining professional connections with regional managers and local operators.
- Product Management & Development: Collaborate with the product managers developing destination-based guest programs for the HA Group portfolio of brands, including shore excursions, pre/post hotel stays, overland tours, and transfers, from strategic planning to launch to delivery, while meeting performance and cost criteria within a specified budget and timetable. This role conducts quality control, margin analysis, industry/market research, and performance measurement to determine product demand, viability, and profitability of product offerings.
- Logistics and Resources ➢ In collaboration with the onboard Shore Excursion Managers and Assistant Shore Excursion Managers, oversee logistics for shore excursions, including ticket distribution, tour dispatch, transportation, and tour returns. Ensure adequate resources are available and appropriately allocated to each excursion.
- Safety and Compliance ➢ Uphold strict safety standards and compliance with local regulations for all shore excursions. Conduct regular audits and assessments of vendors to guarantee adherence to safety protocols.
- Directed training and development for onboard shore excursion managers and staff, enhancing customer service skills, destination knowledge, and sales techniques.
- Performance Analysis ➢ Track and analyze key performance indicators (KPIs) related to shore excursion operations. Use data-driven insights to identify opportunities for improvement and optimize excursion offerings.
- Guest Satisfaction ➢ Monitor and analyze guest feedback through eOBE system and NPS scores to continually enhance the quality of shore excursions. Address any concerns promptly and take appropriate measures to improve overall guest satisfaction.
Shore Excursions Manager
Princess Cruises
01.2001 - 03.2023
- Coordinated comprehensive aspects of the Cruise Ships' Shore Excursions program focusing on customer service, financial reporting and logistics.
- Showcased comprehensive knowledge of maintaining high customer service quality while achieving sales targets.
- Proficient in handling complex issues, ensuring successful service recovery.
- Helped team members stay motivated and aligned with corporate initiatives through strong leadership.
- Excels in demanding situations with an unwaveringly optimistic attitude.
- Adjusted behavior based on varied circumstances.
- Set up of new itineraries anywhere around the world
- Promotions established in goals, initiatives and innovation to achieve the forecasts, that includes motivating and training the staff in sales and customer services to achieve the forecasts
- Oversaw logistics for groups of up to 3,000 passengers.
- Marketing: Ensures all approved channels for marketing and promotion are effectively utilized
- Manages successful resolutions of customer relation issues.
- Conducted regular meetings with team members to discuss strategies for improving the efficiency of shore excursion operations.
- Maintained relationships with travel partners and vendors.
- Created daily reports of tour operations to ensure proper functioning of the department.
- Ensured all safety regulations were met when organizing and running shore excursions.
Food & Beverage Supervisor
Hipódromo de las Américas
01.1999 - 01.2001
- Participation in the logistics for the opening in 1999
- In Charge of 4 Fast food concessions and 4 minibars, general administration, cost management, sales and customer services, in charge of 50 people, waiters, bar tenders, cashiers and kitchen staff
- Executive Learning Journey Diversity and Inclusion at Work
- Leader Learning Journey Diversity and Inclusion at Work
- Leader Learning Journey Fostering a Coaching Culture
- Learning Journey Quality and Service Excellence
- OBR - Discovering Sales Growth Opportunities
- OBR - Sales Negotiation to Maximize Value
- Couching and training staff
- Dealing with negative people
- Business Ethic
- Development in sales skill by telephone and customer service
- Anger control & Emotional intelligence at work
- Forecast, P & L and financial reports
Education
Instituto Politécnico Nacional - Tourism Business Administration, marketing and Investment Projects
Instituto Politécnico Nacional
México, DF, Mexico01.1999
Skills
- Dispatch operations
- Cost control
- Safety management
- Operational efficiency
- Distribution schedule management
- Fleet monitoring
- Employee management
- Administrative cost reduction
- Customer relationship management
- Data analytics
- Inspection and quality assurance
- Fleet scheduling
- Effective communication
Workachievements
- Managed logistics for the first ships return to service after the Pandemic in May 2021 (Regal and Coral Princess)
- Manager for the opening of the newest ship, The Sky Princess in Oct 2019 and Sun Princess in 2024
- I have participated in 3 FCCA events and 2 Seatrade events, representing my company and holding meetings with several tour operators around the world
- Opened the Japanese market and brought bigger ships to new itineraries
- Broke sales records in European ports, Alaska, and Panama
- Nominated for Employee of the Month eight times in 20 years
- No warnings, or low appraisals, received
- Half of the actual Shorex managers at Princess Cruises were my assistants when I was the Shorex Manager
Certification
- Certified in Services Quality, ISO 9001, Hilton Cancun, 01/01/99
- Certified Sommelier, World Winner, Company-wise in regard to Service Suggestion of the Year
- Certified in Food and Beverage Management 'Serve Safe' (Distintivo H)
- Certified in CPSC (Driving Boats)
- Certified in STCW
- Certified in Crisis Management
- I have C1/D visa, MCV visa, L1 visa and Seamans book
Mission
My main goal is to consolidate my carrier, keep learning and contribute with my experience to the overall success of the company, showing my passion in Tourism and the love for my country.
Coursework
- Executive Learning Journey Diversity and Inclusion at Work
- Leader Learning Journey Diversity and Inclusion at Work
- Leader Learning Journey Fostering a Coaching Culture
- Learning Journey Quality and Service Excellence
- OBR - Discovering Sales Growth Opportunities
- OBR - Sales Negotiation to Maximize Value
- Coaching and training staff
- Dealing with negative people
- Business Ethics
- Development in sales skills by telephone and customer service
- Anger control & Emotional intelligence at work
- Forecast, P & L and financial reports
Accomplishments
I have been chosen to be the manager opening the newest ship of the fleet, the Sky Princess in October 2019, and the Sun Princess in 2024
I have been chosen to manage the logistics for the first ship return to service after the pandemic in May 2021
-I have had the fortune of new ship´s openings and new projects for the company such as opening of Japanese market, bring bigger ships to new itineraries, etc.
I have been able to break sales records in European ports, Alaska, and Panama, offering proven excellence in service to our customers and reducing complaints
The nature of this job has allowed me to travel all over the world and learn a lot about the different cultures, which, in the end, helps to identify opportunities for potential customers. I have done the world cruise three times
I have been nominated for Employee of the Month on eight different occasions in twenty-three years with the company
I have never received a warning or low appraisals, and I have also had experience in this company in the following positions: Public Areas, Room Service, Reception, Front Desk Supervisor, Administration Officer, Customer Relations Manager, Night Manager, Crew Office, and Finance Manager
Languages
English
Full Professional
Spanish
Native/ Bilingual
Portuguese
Elementary
Timeline
Fleet Operations Manager-Shore Excursions
Princess Cruises Lines
02.2024 - Current
Shore Excursions Manager
Princess Cruises
01.2001 - 03.2023
Food & Beverage Supervisor
Hipódromo de las Américas
01.1999 - 01.2001
Instituto Politécnico Nacional - Tourism Business Administration, marketing and Investment Projects
Instituto Politécnico Nacional
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