Lieven van Daele
Director of Guest Experience @Windstar Cruises
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WORK HISTORY
Director of Guest Experience @Windstar Cruises
Miami, FL, US
Oversee and innovate across multiple shipboard departments to deliver exceptional guest experiences and operational excellence- Guest Services & Purser’s Office – Reception Desk operations, manage guest accounts, embarkation, cash handling, crew payroll, immigration/customs formalities, crew travel, and administration- Housekeeping – Ensure pristine accommodations and public areas, oversee laundry, uniforms, fresh flower program, and maintain USPH standards- Spa & Wellness – Partner with One Spa World to deliver premium services including hair, massage, beauty, acupuncture, and fitness- Entertainment – Curate comprehensive programs featuring live music, enrichment activities, local performances, and digital media.Additional Responsibilities- Shoreside Guest Relations – Oversee post-cruise inquiries and ensure seamless guest support after sailing- Onboard Programming – Create and innovate new concepts to enhance guest engagement and elevate the cruise experience. Including themed cruise such as wellness and art cruises- Collaborate with Xanterra Retail to enhance onboard boutique and shopping experiences- Manage content for the Windstar app and Interactive TV (Getslash)- Oversee guest survey system (QuestionPro) for continuous improvement- Drive budgeting, forecasting, and analytics for key revenue streams: internet, laundry, spa, and cabin upgrades- Control hotel supply and uniform budgets- Experienced in managing systems including Oracle Fidelio SPMS, PressReader, Adonis Crew, MXP, and Micros POS.
SKILLS
ABOUT LIEVEN VAN DAELE
Experienced hospitality and operations leader with 13+ years of expertise in managing financial, administrative, corporate, and shipboard processes, and 20+ years experience in the cruise industry. Proven track record in streamlining workflows, solving complex challenges, and driving strategic decisions through strong analytical and leadership skills. Skilled in leading cross-functional teams to deliver operational, technological, and financial projects. Recognized subject matter expert in multiple software systems, with a passion for creating innovative onboard programming concepts that elevate guest experiences.
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