Ankica Cabraja

Ankica Cabraja

Guest Services Manager at Viking Cruises
Lives in Slavonski Brod, Croatia
over 6 months ago

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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.

Experience

  • Guest Services Manager

    Viking Cruises - Basel, Switzerland

    Front Office reception
    May 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

  • Cabin Stewardess

    Viking - Basel, Switzerland

    Housekeeping
    July 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

  • Sales Advisor

    H&M, Hennes & Mauritz - Slavonski Brod, Croatia

    Retail
    February 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

  • Cashier

    OBI GMBH & CO. - Slavonski Brod, Croatia

    Retail
    January 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

Education

  • Level 6 Diploma

    Greenwich School of Business and Finance - London, United Kingdom

    January 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, Croatia

    September 2006 - May 2010

    Focus on business psychology and sociology, Croatian law, bookkeeping, entrepreneurship and statistics.

Languages

  • Croatian
    Native or fluent
    100%
  • Serbian
    Native or fluent
    100%
  • Bosnian
    Native or fluent
    100%
  • English
    Native or fluent
    100%
  • German
    Professional working
    60%
  • Spanish
    Limited working
    40%

Skills

  • Coaching and Mentoring
  • Decision making skills
  • Flexibility/Adaptability
  • Guest-focused
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