Suretha Williams

This position acts as the shipboard Human Resources representative, reporting to the Captain onboard. The position is responsible for providing leadership in the development and implementation of strategic employee relations activities, as well as leading the onboard training function. He/she will play a vital role in the successful delivery and implementation of organizational change initiatives in line with the Company’s policies and objectives. The position interacts closely with Supervisors, Managers and Heads of Department to ensure the effective application of solutions to shipboard human resources issues. The Learning & Development Manager & Crew Welfare Coordinator reports directly to the Human Resources Manager onboard.
Employee Relations, Performance Management, Compliance Training & Development, Employee Orientation, Promotions/Re-rate/Succession Planning, Crisis Management, Managing Crew Welfare & Fleet Trainers, Discipline & Conflict Resolution in a multi-cultural environment including working knowledge of ITF, CBA, POEA, ILO/ MLC Auditing & Nautilus contracts.

Position has a matrix reporting structure. The position is supported by the shoreside Director, Onboard Human Resources, but will report onboard to the ship’s Master. Position has direct management responsibilities for the Personnel Manager, Assistant Personnel Manager, two Training Specialists and the Crew Enrichment Admin. Duties and responsibilities include but not limited to the following: effective communication and implementation of human resources policies and procedures, maintaining an “open-door policy” so employees can have an outlet to voice their concerns, and someone to work with to find a solution. The Position furthermore requires ability to operate independently without direct supervision and entails procedural approach to managing entire human resource function while utilizing effective management principles and techniques in a multi-cultural environment. HRD participates in all Master’s hearings as an objective advisor to provide input and guidance in all ship HR matters and ensure ship specific HR practices are in compliance with all legal, shipboard and company safety requirements. Promote organizational effectiveness through advising, implementing, and monitoring issues such as employee relations, conflict/grievance mediation and resolution, performance management, succession planning, career path and tracking, ensure compliance of various Collective Bargaining Agreements, with the goal of consistency in application across the vessel.

Responsible for 850 - 1100 staff in the unique position of providing a 5 star hotel and luxury cruising experience. Promoting Safety & Compliance with statutory regulations; CRUISE & Core Values (Courtesy Respect Unfailing in Service Excellence); concentrating and providing service in the key performance areas of Employee Relations, Crew Welfare, Performance Management, Disciplinary Procedures, Investigations, Customer Satisfaction, and Staff Development and Management.

•Observe and evaluate staff and work procedures to ensure quality standards and services are met. Provide professional internal consulting for development for all employees. Consult with management to ensure they conduct orientation to all new hires. Identify the knowledge and skills that officers, staff and crewmembers need to perform at or above brand performance standards. Coordinate with shipboard leadership in the development, distribution and execution of the ship’s training schedule. Customize the training curriculum and methods to improve effectiveness.
•Confer with management to gain knowledge for best method to communicate to crewmembers’ understanding and buy-in, regarding changes in policies, procedures, regulations, and technologies.
•Conducts train-the-trainer sessions with managers/supervisors and to assist managers/supervisors in maintaining operational standards. Provide feedback and coach instructors (to Management) to improve effectiveness of training methods and delivery of training.
•Executes and deliver the New Hire Orientation program for all new crewmembers, following the company guidelines.
•Conducts training sessions covering specified areas such as diversity, harassment, ethics, guest service and style, presentation skills, refresher training, leadership and managerial training, and promotional development. Conducts performance improvement initiatives including preparing shipboard management for certification programs.
•Monitors employee training records. Assess trainees to provide feedback on the effectiveness of training program design and execution. Conducts follow-up and reinforcement with management for all training activities to ensure performance consistency and skill transfer in an effort to maximize business results. Provide individual feedback on employee progress and development during training periods.
•Attends meetings, training activities, courses and all other work-related activities as required.

•Provide all information relating to the Company for Future Cruise Itineraries. Familiar with all aspects of company products, individual ship’s layout, categories, destinations and history to provide information to prospective clients.
•Responsible for achieving or exceeding monthly sales revenue targets/goals for future cruises.
•Achieve or exceed ratings and targets for every voyage set for Friendliness and Attitude, and other guest satisfaction categories pertinent to the position.
•Responsible for coordinating advertisements in the Daily Program and/or through television, or other means in order to promote the future cruise vacation opportunities and the service provided onboard.
•Responsible to ensure that price quotes and information is given to the guest within 24 hours of inquiry. Thorough knowledge of booking procedures and computer software program the AS400.
•Responsible for booking Future Cruises on board and ensuring the guest receives a detailed confirmation.
•Conduct site inspections to potential clients to ensure a thorough tour of the vessel and as much information as possible was provided
•Conduct a professional presentation each cruise, in front of an audience of guests, travel agents or employees promoting the Company's ships or destinations.
•Manage work ethic and effectiveness of Captain’s Club Host onboard.
•Responsible for Captain’s Club Host achieving or exceeding ratings target. Coach and evaluate Captain’s Club Host throughout their contract and train Host to be able to utilize the AS/400 to assist in guest inquiries for future cruise sales.
•Management and facilitation of the Celebrity Rewards Credit Card program. Responsible for handling guest inquiries regarding the program, maintaining proper inventory of collateral material promoting the program, and marketing the program in the Daily Program and other media outlets available onboard.

•Manager of the Loyalty Program, Captain’s Club onboard Ship - acted as representative and Social Hostess for Celebrity Cruises.
•Plan, Arrange, Invite and host social events for Loyalty Members as part of their Loyalty Benefits.
•Acted as mediator between the Loyalty Guests and various departments to resolve various queries and enquiries successfully.
•Supported guests onboard in term of accessing various activities on board and assisted or created Special Occasions as part of the “Surprise and Delight program”.
•Created and delivered all invitations and communication between departments and guests
•Successfully follow up and resolve complaints from guests.
•Advertise and provide information on the benefits of the Loyalty Program to all new guests as "marketing tool" for Celebrity Cruises.
•Provided cruising history and updating Captain’s Club Benefit levels for Loyalty members.
•Took the initiative to go into the past cruise history and was able to clear past complaints lodged by guests.
•Assisting Cruise Sales Manager with future cruise bookings, flights and pre- and post packages on AS400 booking system.

*Started as Receptionist, promoted to Assistant Spa Manager and final promotion Spa Manager onboard Celebrity Cruises. Revenue Area Manager and Department Head. Managing a team of 22 - 26 therapists

Spa Manager:
•Full responsibility of running a spa successfully by succeeding in meeting sales targets on a consistent basis.
•Arranging work schedules, motivating and supporting my team and offering incentives to motivate in exceeding sales targets.
•Assist guests with scheduling of appointments and up selling all treatments.
•Ensure guest satisfaction including receiving feedback and complaints and successfully resolving all issues with appropriate follow-up.
•Administrative duties such as balancing the end of day and end of voyage sales and service paperwork and providing a product inventory report.
•Training staff in sales techniques, product knowledge and guest satisfaction.
•Creating marketing material to promote spa and services in daily “newspaper” and arranging promotions according to business needs.
•Represent the Spa Department at different social events onboard as part of promoting Spa, but also part of guest satisfaction and visibility to guests.
Full support role and training to Receptionist and Assistant Spa manager.

Receptionist / Assistant Spa Manager:
First point of contact with guests offering assistance and providing information regarding spa services a full support role to the Spa Manager.
**Gentle Touch Teeth Whitening Specialist: Providing a teeth whitening service to guests and maintaining a high revenue percentage.
•Scheduling of appointments and providing all information regarding spa services and products.
•Ensure guest satisfaction by follow-up after treatments.
•Receiving and dealing with all complaints and concerns and to successfully offer a conflict resolution. .
•Balancing the spa paperwork and assisting with all administrational duties.
•Training staff in sales techniques, product knowledge and guest satisfaction.

*Reports to the Financial Manager and responsible for providing administrative assistance for all companies in the Colors Group. This includes the checking of invoices, according to Article 20 of the VAT Act if applicable.
•Responsible to collect mail from the Post office, open it, record it in the mail register and distribute it immediately to the relevant personnel. Ensuring that invoices and credit notes are signed by authorized personnel within 3 days from distribution, and collect it from them.
•Matching invoices with statements and contacting suppliers to ensure all documents are received prior to the document close off on the 12th of the month.
•Distribution of faxes received.
•Assisting with the answering of telephones on the switchboard.
•Filing of all documents in the prescribed manner.
•Compile all credit card transactions in an Excel worksheet and match credit card slips with transactions on statements.
•Take minutes of Finance meetings and compile Aide memoires.
•Compile a list of all petty cash slips in an Excel worksheet and compare this with cash on hand at month end.
•Represent the Finance Team in all ISO meetings and ensure that Finance adhere to the ISO system.
•Fax the monthly recons to every packhouse to which Colors invoices were issued to.
•Ensure that all payments are made with the appropriate documentation.
•Ensure that Export invoice file and Colors invoice files are complete with invoices being in numerical order.

Started as temp Receptionist - promoted to Recruitment Consultant

•Running the temp desk and technical permanent positions
•Cold calling to promote our services to generate new business
•Follow-up client visits after placements had been done to ensure satisfaction
•Screening and interviewing of candidates and clients and reference checking
•Contract management
•Participate in hiring, performance monitoring and termination process
•Organizing work functions and manage administrative office functions
•Relieve reception
Typing of confidential documents, curriculum vitas etc.

•Typing
•Filing
•Data processing
•Telephone service, answering, taking messages, follow-up calls
•Keeping an up to date diary with appointments
•Making travel arrangements

•Full spa services as a Nail Technician such as manicures, pedicures, massage and facials.
•Responsible to reach a service and sales target each cruise successfully.
•Reception and administrational duties.
•Giving seminars each cruise to our guests to inform and educate.
•Assist in training team members on sales techniques.

Duties included administrational responsibilities such as typing, filing, data processing, switchboard and keeping an up to date diary with appointments. Making travel arrangements and assisting with meetings and organizing business functions. Duties all related to four Directors’ daily activities and functions. Communication on a daily basis with our international branches in New York, Madrid and Paris. Temporary Position.

Providing live-in care to the elderly.
Offered emotional support and administering medication.
Provided/ cooked healthy meals in the comfort of their own homes.
Temporary Position.

Duties pertained all to administrational responsibilities such as typing, filing, data processing and switchboard. Temping Position.

Providing live-in care to the elderly.
Offered emotional support and administering medication.
Provided/ cooked healthy meals in the comfort of their own homes.
Temporary Position.

Guest services such as waiting tables and full bar service. Responsible to oversee the setup of special functions and to provide well trained staff. Responsible to train staff on guest services. General assistance to visiting groups
Temping Position.

Waiting on tables, i.e. taking food orders and offering full bar service.
Responsible to train new wait staff on menu's and bar services.