Clarisa Stollenwerck

Experience

1. Vice President - Guest Operations

   Carnival Cruise Line

   Sep 2022 — Present

   Lead Guest Operations at home-ports and seasonal port turnarounds, terminal processes across all ports to include check-in services.Management of onboard Guest Services on all Carnival vessels. Responsible for driving and collaborating on technology projects that enhance the efficiency and resiliency of the embarkation, debarkation and Guest Services systems. Lead onboard teams and Senior Leadership in dealing with guest pressure points - whether day-to-day complaints or ad-hoc emergencies. Develop compensation guidelines and standards of operation to diffuse sensitive issues with high escalation probability. Responsible for Carnival\'s post cruise contact center focusing on creating promoters of the brand.Responsible for company’s CareTeam, comprised of shore side and shipboard company volunteers who provide compassionate care and logistical support to guests and employees who find themselves facing a crisis situation while vacationing or working for the line. Also, responsible for company\'s guest and crew response plan for large displacement incidents.Carnival\'s designated ADA Responsibility Officer (ADARO).

Education

• Florida International University

  Bachelor's Degree, Communication

  2003

Skills

• Training
• Event Management
• Operations Management
• Hospitality Industry
• Team Building
• Budgets
• Hospitality
• Sales
• Management
• Customer Service
• Event Planning
• Marketing Strategy
• Leadership