1. Arvin Ian Itao
Guest Service Assistant Manager at Norwegian Cruise Line (Previous)
(+63) 09205888519 | greenharris@yahoo.com | 32 years old | Davao City
Experience 12 years
Education Ateneo de Davao University
Bachelor's, Business/ Management (2003)
Nationality Philippines
Experience
Jan 2007 - Jan 2015
(8 years )
Guest Service Assistant Manager
Norwegian Cruise Line
Position Summary:
Directly responsible for the Guest Services Desk. This is a “front of the house” position that is highly visible
to guests and the Guest Services Staff. I ensure that guest requests or concerns are handled and resolved
in a quick, efficient and courteous manner. Warm, friendly, efficient service and follow-up to situations are
top priorities. I offer support and perform all of the same duties as the Guest Service Manager, including
problem solving, especially in the GSM’s absence. A schedule is setup whereby either the GSM or the
GSAM is on duty to cover the Guest Services Desk Area for most of the day/evening; both during peak
periods. The same rule applies to being on call; one and/or the other should be on call during off hours to
handle more serious guest matters that may arise.
Responsible for embarkation/disembarkation processes, electronic Notice of Arrival/Departure (e-NOA/D)
and other pre-arrival/departure electronic submissions, non-U.S. guest documentation, proper completion
of all entry papers and ship clearances for each port of call, including the processing and clearance of
guests with Immigration and Customs, and accurately maintaining the guest manifest in Fidelio.
In order to consistently exceed guest expectations and provide the highest levels of product and services,
additional duties and responsibilities may be assigned as needed.
Essential Functions:
• Coordinates with the Guest Services Desk team to monitor service and quality control.
Assists the GSM with problem-solving per the Guest Recovery Program.
• Trains and motivates the Guest Services Staff to be consistently upbeat, friendly and
outgoing and fully familiar with the ship facilities. Ensures they adhere to the established policies and
procedures. In particular greeting guests, problem solving and follow-up to guests’ requests, telephone
etiquette, and use of the P.A. System.
• Reviews the Maintenance Control Log & Guest Concerns Log on a daily basis.
Reoccurring problems are escalated immediately in order to maintain a high-level of guest satisfaction and
to avoid complaints.
• Responsible for all Immigration, Customs and visa matters, the embarkation and
disembarkation process, ship certificates, and documentation that relate to port clearances.
• Primary liaison between the ship and local port agents for the Captain and passenger
related matters. Coordinates the disembarkation and embarkation setups and procedures with ship and
ground staff, as well as the clearance of the vessel with local authorities in each port of call.

2. • Ensures the passenger manifest is updated and accurate, reflecting stateroom changes,
guests boarding mid-voyage etc.
• Prepares and sends the passenger/crew e-NOA/D file to U.S. CBP and U.S. Coast Guard,
upon sailing or entry as required, and in accordance with U.S. government and international regulations.
• Handles airline ticket change requests for air/sea guests and assists guests having to
make an emergency disembarkation.
• Responsible for lost and found items reported at the Guest Services Desk, ensuring that
proper in and out records/signatures are maintained.
• Manages process dealing with guest stateroom change requests in coordination with the
GSM. The practice of charging guests for upgrades according to company policy is adhered to, unless
upgrades are given to resolve stateroom problems or disputes.
Education
2003 Ateneo de Davao University
Bachelor's/College Degree in Business Studies/Administration/Management |
Philippines
Skills
Advanced Fidelio System, Customer Service, Adapting New Procedures, Time Management Skills, Conflict
Management, Empowerment To Learn, Problem Solving Skills, Decision Making Skills, Interpersonal And
Communication Skills
Intermediate TEAM LEADERSHIP
Languages
Proficiency level: 0 - Poor, 10 - Excellent
Language Spoken Written Relevant Certificates
Filipino (Primary) 10 10 -
English 9 9 -
Additional Info
Preferred Work Location Anywhere in Singapore, Saudi Arabia, Qatar and Europe
Other Information
• Customer Service/Guest Relations oriented and well organized supervisory skills
• Passionate about hospitality and customer service driven
• Possess a professional appearance and good hygiene
• Respect for all co-workers and guests
• Pride in work by creating positive energy, excitement and fun
• Able to work 7 days a week
• Demonstrate positive behaviors; smiling, being polite and courteous
• Able to develop a camaraderie with team members
• Ability to live in close quarters, share limited space with other cabin-mates

3. References:
Ms. Jocel Guzman
Guest Service Manager
Norwegian Cruise Line
3665 Corporate Center Drive
Miami, FL 33126 USA
Phone: + 1-305-622-6834
Ms. Claudia Condurachi
Guest Service Manager
Norwegian Cruise Line
3665 Corporate Center Drive
Miami, FL 33126 USA
Phone: + 1-305-622-6854
Mr. Jikie Ilagan
Fleet Crewing Manager
C.F. SHARP GROUP
90-292 Casa Rocha Building
General Luna Street Intramuros
Manila, Philippines
Phone: + 63-2-527-60-31 to 49
About Me
Gender Male
Telephone Number (+63) 82-2343001 / (+63) 920-5888519
Address Unit 9 Ramona Townhomes Guadalupe Village Entrance Lanang 8000 Davao City , Philippines