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A positive individual who is able to interact successfully with a wide range of people and face challenges with confidence. Open minded with a passion for excellent customer service and always striving for perfection.
Guest Services Manager
Viking Cruises - Basel, SwitzerlandFront Office receptionMay 2016 - Now · 2 years and 9 months
Supervision of Guest Services area and Shop , Operation of phone switchboard, cashless system and safety system, Handling of all incoming and outgoing mail, Preparation and ensuring of smooth check-in and check-out, Together with Hotel Manager responsible for all administration and financial matters, Complaint management, Handling and preparation of customs regulations, Execution of cost control for Guest Services and Shop within the budget, Conduction of stock takes and inventories, Correct storage of stock , Preparation of weekly and monthly reports , Conducting performance evaluations for direct reports, Coaching new employees
Viking - Basel, SwitzerlandHousekeepingJuly 2014 - December 2015 · 1 year and 6 months
Daily cleaning of approximately 18 staterooms and public areas, Correct handling of guest laundry, Control and distribution of externally cleaned laundry and uniforms, Correct and careful handling of all cleaning products, materials and housekeeping equipment, Rotating laundry duty, Distribution of daily programs, gift orders and turndown services in allocated staterooms, Welcoming and escorting guests to their staterooms on embarkation day, Checking and reporting technical defects of staterooms, Luggage duty, Assistance in other departments upon instruction from supervisors
H&M, Hennes & Mauritz - Slavonski Brod, CroatiaRetailFebruary 2013 - June 2014 · 1 year and 5 months
Providing customer service to maximize sales on the sales floor, in the fitting rooms and at the cash desk., Actively working with garments , Processing customer transactions at the cash desk, Receiving and processing deliveries, Helping to prepare season sales, designer collaborations and regular seasonal campaign's, Following policies and guidelines to assist in loss prevention in the store, Recruiting, training and developing Sales Advisors together with the Store Manager, Planning staff scheduling and organizing department to meet the needs of the moment and maximize profitability, Assisting the Stock & Department Manager
OBI GMBH & CO. - Slavonski Brod, CroatiaRetailJanuary 2012 - January 2013 · 1 year and 1 month
Processing sale and return transactions, Completing transactions in a manner that maintains proper cash control and accuracy of point of sale purchases, Handling money and all its forms, Providing assistance to customer requests and concerns, Performing other related duties as assigned
Level 6 Diploma
Greenwich School of Business and Finance - London, United KingdomJanuary 2018 - December 2018
Researching Tourism and Hospitality Management, Strategic Communication, Tourism Policy and Planning, Organisational Behaviour in Tourism and Hospitality, Technology in the Tourism and Hospitality Industry, Tourism and International Development
High School Diploma
Economic and Administrative High School, Slavonski Brod - Slavonski Brod, CroatiaSeptember 2006 - May 2010
Focus on business psychology and sociology, Croatian law, bookkeeping, entrepreneurship and statistics.
CroatianNative or fluent100%
SerbianNative or fluent100%
BosnianNative or fluent100%
EnglishNative or fluent100%
- Coaching and Mentoring
- Decision making skills