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Alina G. — Senior Customer Experience and Hospitality Operations Leader from Romania

Alina G.

Senior Customer Experience and Hospitality Operations Leader

Romania 6+ years
Open to offersNew to Platform
Languages
EnglishSpanishRomanian
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About

Alina G. is a seasoned Senior Customer Experience & Hospitality Operations Leader with over 15 years of distinguished experience, notably within luxury cruise line operations and customer support environments on a global scale. Based in Brasov, Romania, she has demonstrated exceptional prowess in managing high-performance multicultural teams, consistently enhancing guest satisfaction, operational efficiency, and revenue growth. Her expertise includes Customer Experience Management, Operational Compliance, and Revenue Growth & Upselling. At TELUS International, she excelled as a Support Ambassador for the Airbnb project, enhancing customer satisfaction and handling complex escalations with skillful negotiation and mediation. At Royal Caribbean International, she held progressive roles from Maitre D' to Restaurant Training Manager, where she led restaurant operations, developed comprehensive training programs, and implemented upselling strategies, solidifying her reputation for maintaining premium hospitality standards. Alina holds a deep commitment to operational excellence, with proven experience in KPI tracking and performance improvement initiatives.

Experience

  • Support Ambassador

    TELUS International · 2024 — 2026
    Provided high-quality customer experience support to Airbnb hosts and guests through phone, email, and live chat while consistently achieving CSAT and quality targets. Managed complex escalations utilizing advanced negotiation, mediation, and empathetic problem-solving capabilities, which contributed to a reduction in repeat contact rates. Ensured full compliance with company policies and data protection standards while handling sensitive and high-priority cases. Adapted swiftly to numerous process changes in a dynamic BPO environment, maintaining high performance across KPIs. Identified recurring customer issues and offered actionable recommendations to team leads for continuous service quality enhancement.

  • Maitre D'

    Royal Caribbean International · 2019 — 2023
    Oversaw complete restaurant operations across a luxury cruise fleet, managing daily service for over 200 guests per sitting while adhering to five-star hospitality standards. Led and mentored multicultural teams of more than 20 staff, promoting accountability and service excellence, which helped reduce staff turnover. Monitored and reported operational KPIs, such as guest satisfaction scores and compliance metrics, implementing corrective measures to address performance gaps. Facilitated revenue growth through targeted upselling strategies and personalized guest interactions that increased per-cover spend. Worked closely with senior leadership to refine luxury hospitality standards and ensure department alignment with brand objectives.

  • Restaurant Training Manager

    Royal Caribbean International · 2017 — 2019
    Developed and implemented comprehensive training programs across all restaurant departments, enhancing service consistency and reducing onboarding time by standardizing learning pathways. Provided coaching and mentoring to front-line staff and supervisors, nurturing a culture focused on continuous improvement and professional development. Conducted operational audits across the fleet to verify compliance with brand standards, food safety regulations, and service protocols. Collaborated with department leaders to identify skill gaps and co-create targeted initiatives, resulting in measurable increases in guest satisfaction scores.

  • Assistant Maitre D'

    Royal Caribbean International · 2013 — 2017
    Supervised daily operations of high-volume restaurant environments, ensuring efficient service delivery across all shifts for a diverse international clientele. Trained and motivated diverse teams, managing performance to enhance operational efficiency and guest satisfaction ratings. Addressed guest complaints and service recovery situations with a focus on diplomacy and urgency, successfully converting negative experiences into positive outcomes and repeat business. Supported revenue optimization through training in menu knowledge, upselling techniques, and personalized guest interaction strategies.

  • Head Waitress

    Royal Caribbean International · 2012 — 2013
    Oversaw dining service operations in luxury cruise environments, coordinating teams for the seamless delivery of high-quality guest experiences. Utilized extensive menu knowledge and consultative upselling to enhance guest satisfaction and increase per-cover revenue.

  • Progressive Leadership Roles (Head Waitress → Senior Head Waitress → Assistant Maitre D')

    Carnival Cruise Line · 2001 — 2012
    Developed over 10 years of progressive experience in customer service and hospitality leadership within international luxury cruise operations. Managed restaurant teams and daily food and beverage operations across multiple high-volume vessels, maintaining consistent premium service standards. Trained and supervised multicultural staff to ensure operational compliance and adherence to brand standards throughout the fleet. Gained strong commercial acumen through revenue generation strategies including upselling, guest engagement, and the promotion of ancillary services.

Skills & Expertise

Excel ExpertCustomer ServiceSales

Education

  • Sociology & Psychology (commenced)
    Spiru Haret University
  • IT & Computer Studies Diploma
    Computer Science High School, Brasov