Michael A. Gold

About Michael A. Gold

Experienced Cruise Industry Professional. Over 15 years of guest relations, client service, account management, community development, government affairs and sales experience. Skilled in major and government account management and vendor/customer relations. Excellent at building and maintaining effective relationships. Expertise includes:• Business Development • Guest Resolution • Relationship Management • Pricing and Proposals • Client Relations • External Communications • Project ManagementSerious professional inquires only: m••••••••@aol.com or call me @ 78••••••08

Experience

1. Executive Advocate Guest Relations Manager

   Royal Caribbean Group

   Nov 2022 — Present · Miami-Fort Lauderdale, FL, US

   Silversea Cruises - Executive Advocate/Guest Relations Manager:• Responsible for successful handling of written and verbal resolutions for escalation of issues for Executive and Senior Leadership (President/Vice President – Silversea).• Successfully Negotiate Guest/Travel Partner settlements regarding critical issues, including client injury.• Travel for Departmental and Corporate Work Projects, as needed.• Successfully manage Special Projects for Senior Leadership, as needed.• Work with internal departments and Senior Management to highlight and resolve repetitive problem issues.• Support and train Global Guest Services Operations Team – Manilla Contact Center, as needed.• Support the Silver Care guest safety team when needed. • Support all Venetian Society loyalty program inquiries, as well as process adjustments to guest accounts, as needed.• Proficient in Siebel, Salesforce CRM, Avaya, and Genesys PureCloud Telephony Applications.• RCG Early Career Ambassador Committee – Member – 08/2024.• RCG Mentorship Program - Member - 06/2025-11/2025.• RCG GO Team Crisis Response Team - Member - 07/2025.• RCG Accessibility Champion Committee - Member - 09/2025.Key Achievements: Received over 40 Commendation letters from Guests and Travel Agents, as well as Special Recognition for Outstanding Performance from Senior Leadership - 20••••25.

Education

• Nova Southeastern University

  Master of Business Administration - MBA, Business Administration and Management, General

• University of Florida

  Bachelor of Arts, History

• Nova Southeastern University

  Master of Public Administration - MPA, Public Administration

Skills

• Business Development
• Policy Analysis
• Non Profit Management
• Negotiation
• Sales
• Budgets
• New Business Development
• Sales Process
• Community Outreach
• Community Development
• Developing Client Relationships
• Management
• Workshops
• Sales Operations
• Case Managment
• Key Account Management
• Recruiting
• Proposal Writing
• Strategic Planning
• Resume Writing
• Team Leadership
• Account Management
• Policy
• Process Improvement
• Non-Profits
• Economic Development
• Solution Selling
• B2b
• Nonprofits
• Public Speaking
• Case Management
• Staff Training
• Selling
• Accountability
• Organizational Development
• Grants
• Fiscal Accountability