Carnival Cruise Lines Vickey Rey, CTC ~ Vice President, Guest Services Vicky Rey, a 29 year veteran of Carnival Cruise Lines, is responsible for overseeing the wide-ranging guest services and administrative functions of the line’s reservations department, with a strong focus on achieving customer satisfaction and revenue maximization. She also heads up Carnival’s CareTeam, comprised of 1,200 company volunteers who are activated to assist guests and employees in a variety of crisis situations. This team, which has received formal training ranging from the handling of displaced guests because of itinerary deviations to the grief and trauma resulting from a more devastating event, was formed in 1999 and is dispatched to different homeports and ports of call to assist guests in various situations, primarily medical emergencies. In addition to the responsibility of recruiting and maintaining CareTeam personnel, Rey oversees all CareTeam-related training programs for shipboard and shoreside employees and port agents. She is also Carnival’s representative to CLIA’s Guest Care Committee for the establishment of best practices and serves on the Cruise Line Advisory Panel for the Family Assistance Foundation, an independent, Atlanta-based non-profit corporation that supports businesses and victims of emergencies and disasters. Rey graduated cum laude from the University of Miami where she earned a bachelor’s degree in communications, and also holds a Certified Travel Counselor designation. She resides in Miami Lakes, Fla. with her three children.
Leon Sutcliffe ~ Director, Port Operations Leon Sutcliffe joined Carnival Cruise Lines in 1994 from British Environmental Services company Rentokil Initial, where he was employed as a Surveyor. He served aboard the T.S.S Fiesta Marina as a Sanitation Officer, going on to serve on all CCL vessels until he came shore side in 2000 as Port Operations Supervisor, responsible for liaison with all local & foreign government agencies & Port Authorities in facilitating the port entry & clearance process of the Vessels. In 2003 Leon was promoted to Manager, Cruise Operations then later in 2004 to Director. In September 2006 he was appointed to his new roll: Director, Port Operations.
Erika Tache ~ Product Manager, Tour Operations Erika, with experience as Tour Consultant in Romania and Hungary, joined Carnival Cruise Lines in 2001. In 2003, Erika was promoted to Shore Excursion Manager, and she worked in this capacity on board different vessels throughout the Carnival fleet. In 2005, Erika joined the recently established Shore Excursion Pre-Sales Team and today as Product Manager for Mexico, New England, Canada. She is involved in the development, operation and evaluation of the Shore Excursion program.
CRUISE INDUSTRY PROFILES • 2011
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