TIAGO FERREIRA
Marinha Grande,Portugal
Summary
Professional with over 15 years of international experience in costumer service, operations, logistics, tourism, and hospitality, including a 10-year tenure as Shore Excursions Manager at Princess Cruises. Expert in leading multicultural teams, delivering service excellence, operational planning, logistics management, business development, and process optimization. Recognised for the ability to coordinate complex operations across dozens of international destinations, consistently ensuring high levels of customer satisfaction, operational efficiency, and the achievement of financial targets.
Overview
3
3
Languages
4
4
years of post-secondary education
15
15
years of professional experience
Work history
Shore Excursions Manager
Princess Cruises
Miami, USA
2015.12 - 2025.09
- Oversaw end-to-end planning and execution of shore excursion operations, ensuring guest satisfaction and operational excellence.
- Coordinated daily operations for 3,500 guests, enhancing guest experiences through effective management.
- Planned and supervised 20 operational tours per port of call, delivering diverse and engaging experiences for guests.
- Collaborated with local suppliers, port authorities, and cross-functional teams to ensure seamless operations.
- Led multicultural teams, driving operational efficiency and high performance.
- Consistently achieved or surpassed commercial and operational performance targets.
Assistant Shore Excursions Manager
Princess Cruises
Miami, USA
2013.06 - 2015.12
- Managed the planning and execution of shore excursion programmes.
- Coordinated logistics with local suppliers and external partners to streamline operations.
- Assisted in coordinating port operations, logistics, and resource allocation.
- Facilitated planning and execution of daily operations to enhance service quality.
- Monitored operations to ensure efficient service delivery.
- Contributed to achieving commercial objectives and operational KPIs.
- Trained and mentored team members, fostering operational excellence.
- Provided high-quality customer support in fast-paced international environment to ensure guest satisfaction.
Crew Assistant Purser / Customer Services Agent
Princess Cruises
Miami, USA
2011.12 - 2013.06
- Managed crew administration and operational documentation.
- Ensured compliance with immigration procedures and regulatory requirements.
- Processed payroll and maintained accurate financial records.
- Managed confidential documentation and administrative processes.
- Performed financial controls, cash reconciliation and transaction processing.
- Delivered high-quality customer support in a fast-paced international environment.
- Processed payments and maintained accurate financial records.
- Resolved customer issues efficiently, contributing to service excellence and customer retention.
- Managed reservation amendments and administrative requests.
- Supported daily financial and operational activities, ensuring accuracy and compliance.
Front Office Manager / Assistant Hotel Director
Hotel D. Inês de Castro
Alcobaca, Portugal
2010.04 - 2011.10
- Directed front office operations, ensuring seamless daily service delivery and high-quality guest experiences.
- Led and supervised high-performing teams, establishing and maintaining rigorous service quality standards.
- Supported management of hotel activities and business processes, driving operational excellence across departments.
- Partnered directly with the General Manager to formulate operational plans and execute strategic decisions.
- Optimized operational costs and actively contributed to financial control and budgeting initiatives.
- Facilitated Human Resources workflows, overseeing staff administration and strategic workforce planning.
Education
Postgraduate Diploma - Hotel Management
ADHP - Associação dos Directores de Hotéis de Portugal
Lisbon 2010.09 - 2011.02
Bachelor's Degree - Tourism and Hotel Management
Escola Superior de Turismo e Tecnologia do Mar
Peniche 2005.09 - 2009.06
Skills
- Operational planning
- Process optimisation
- Performance Evaluation
- International Operations
- Stakeholder Management
- Analytical problem-solving
- Results-Driven Mindset
- Microsoft Office
- Upselling
- Multilingual
- Leadership
- Team building
- Calm under pressure
Languages
Portuguese
Native
English
Fluent
Spanish
Upper intermediate
Affiliations
- Traveling
- Fitness
- Physical and Motorized Sports
- Financial Markets
- Gastronomy
- Cinema
Timeline
Shore Excursions Manager
Princess Cruises
2015.12 - 2025.09
Assistant Shore Excursions Manager
Princess Cruises
2013.06 - 2015.12
Crew Assistant Purser / Customer Services Agent
Princess Cruises
2011.12 - 2013.06
Postgraduate Diploma - Hotel Management
ADHP - Associação dos Directores de Hotéis de Portugal
2010.09 - 2011.02
Front Office Manager / Assistant Hotel Director
Hotel D. Inês de Castro
2010.04 - 2011.10
Bachelor's Degree - Tourism and Hotel Management
Escola Superior de Turismo e Tecnologia do Mar
2005.09 - 2009.06