Alexander Ferby
Mandello Del Lario
Summary
Dynamic Hotel Director with a proven track record at Royal Caribbean International, excelling in strategic planning and employee development. Cultivated high-performing teams, enhancing collaboration and boosting client satisfaction rates.
Demonstrated leadership and communication skills in fostering collaborative environments and delivering impactful results.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Possesses versatile skills in Hotel management tailored to cruise ship environment, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
28
28
years of professional experience
Work History
Hotel Director - Hotel Management
Royal Caribbean International
02.2017 - 03.2025
- Lead the Hotel team of 650 - 900 Hotel crew
- Deployed on ships with up to 5000 passengers
- Developed and support 15 divisions by providing mentorship, guidance, and support in daily tasks.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment within a team of 65 different nationalities that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues, taking NPS tool into account
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Observed each Division Head's individual strengths and initiated mentoring program to improve areas of weakness, including one on one meetings on bi-weekly basis.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Improved team morale and productivity by implementing comprehensive professional development program.
- Achieved remarkable turnaround of underperforming divisions through strategic leadership and restructuring.
- Cultivated high-performance executive team, selecting and mentoring candidates for key leadership roles.
- Revolutionized customer service protocols, significantly improving customer satisfaction ratings.
Customer Services Director - F&B Manager
Princess Cruises Lines
05.2011 - 02.2017
- Developed Managers and Supervisors by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Interacted well with customers to build connections and nurture relationships.
- Observed each manager individual strengths and initiated mentoring program to improve areas of weakness.
- Developed strong communication channels between front-of-house and back-of-house teams for seamless service delivery.
- Oversaw all aspects of event planning, including menu creation, staffing, setup, and teardown for successful execution.
- Evaluated customer feedback data to identify areas for improvement in product offerings or service delivery methods.
- Managed financial aspects of the F&B department, ensuring budget compliance and profitability.
- Ensured a safe working environment by enforcing strict adherence to health, safety, and sanitation regulations, as per USPH, CAD PH and other regulatory authorities.
- Enhanced team performance through effective staff training and development programs.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Resolved customer complaints involving food or beverage quality and service.
- Maintained highest standards for beverage quality and service.
- Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
- Developed ongoing training initiative to improve beverage knowledge of serving employees.
- Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
- Motivated staff to perform at peak efficiency and quality.
- Oversaw food preparation and monitored safety protocols.
- USPH, CDC and HCCP compliance
- Food cost management
Hotel Officer - Purser
Princess Cruises Lines
04.1998 - 05.2011
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Improved department efficiency by streamlining and implementing policies and processes.
- Occupied the role of Hotel Controller with focus on internal ships audit to finance, cost and quality control.
- Occupied the role of Crew Manager, Administration Officer (Pratica) with focus on crew on/off and financial related matters. As well to ships clearance and document control.
- Occupied the roles as Front Desk staff, Casino Cashier, Crew office clerk with focus on guest and internal customer service.
Front Desk Staff
Hotel Hilton Paris
06.1997 - 04.1998
- Increased customer loyalty by addressing concerns promptly and professionally.
- Coordinated group bookings, ensuring smooth arrivals and departures for large parties of guests.
- Maintained accurate inventory of room availability, updating reservation system as needed to prevent overbooking issues.
- Answered customer telephone calls promptly and appropriately handled needs.
- Provided exceptional customer service through attentive listening and clear communication with guests.
- Collaborated with housekeeping staff to ensure rooms were ready for new guests in a timely manner.
- Resolved guest complaints diplomatically, leading to increased overall satisfaction ratings.
Education
Apprenticeship Hotel And Tourism -
Hotel Gastgewerbe Institut Austria
Austria07-1988
Skills
- Strategic planning
- Verbal and written communication
- Decision-making
- People management
- Operations management
- Project management
- Team management
- Charismatic leader
- Customer service
Accomplishments
- 27 years experience in the Cruise industry
- Deployed on worldwide itineraries
- Visited +120 countries
- Enjoy multi cultural environment
- Ship of the Year measuring KPIs to the rest of the fleet of 26 ships
- Maintain Ship within the highest performing 8 ships measuring KPIs to rest of the fleet of 28 ships
- USPH inspections 100% score
- Completed several SQM audits, Brand Quality audits
- USCG inspection without findings
- Volunteer work to protect and sustain clean Environment
Languages
English
Bilingual or Proficient (C2)
German
Bilingual or Proficient (C2)
French
Elementary (A2)
Interests
Furniture and Interior design of the 70s
Nature hikes and trails
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Hotel Director - Hotel Management
Royal Caribbean International
02.2017 - 03.2025
Customer Services Director - F&B Manager
Princess Cruises Lines
05.2011 - 02.2017
Hotel Officer - Purser
Princess Cruises Lines
04.1998 - 05.2011
Front Desk Staff
Hotel Hilton Paris
06.1997 - 04.1998
Apprenticeship Hotel And Tourism -
Hotel Gastgewerbe Institut Austria
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