Raymond Rijhnen

Raymond Rijhnen

Care Team Specialist (CTS) at Costa Crociere S.p.a.
Lives in Genoa, Italy
over 6 months ago

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Currently, I am working as Hospitality Service Senior Specialist / Care Team Specialist / Mentor Hospitality Management on worldwide sailing sea cruise vessels with a Guest capacity between 1,800 and 4,900. I am extremely happy that I have been able to turn my profession into my hobby and until today I am very thankful and motivated to be ably to work in the hospitality business. I can truly and honestly say that “Hospitality” runs through my veins!
Considering the fact I want and would like to further develop myself (personally and business wise), my goal is to achieve a hospitality management position again.
Within my positions of Hospitality Service Senior Specialist, Mentor/Trainer, Care Team Specialist, Account Relation Manager, Guest Relation Manager, Supervisor en Marketing & Communicatie Manager, I believe I have gained de adequate and relevant knowledge and work experience which are of inestimable value for the position of Hotel Manager.
Besides the above mentioned, due to having worked closely with various onboard departments (i.e. Food & Beverage, Restaurant, Housekeeping, Entertainment, Safety, Security, Immigration), I have as well gained understanding and knowledge in the field of:
• Planning and organizing accomodation, catering and hotel services
• Maintenance, supply, renovation
• Laws and regulations concerning safety, security, health and enforcement

Experience

  • Care Team Specialist (CTS)

    Costa Crociere S.p.a. - Genoa, Italy

    Guest Relations
    September 2015 - Now · 3 years and 5 months

    • Responsible for assisting guests who experience a traumatic event as medical, death, sensitive issues while cruising with a Costa ship. Furthermore, in the rare event of a large scale emergency deploying and supporting the Care Team Crisis Officers in setting up the on-site organization to assist guests and crew in logistic and psychological support. (CTS) • Provide translation service for medical emergencies, illness or medical disembarkation of Guests and maintaining frequently contact with Guests, port agents, insurance companies, relatives and other parties involved. (CTS)

  • Hospitality Service Senior Specialist (HSSS)

    Costa Crociere S.p.a. - Genoa, Italy

    Guest Relations
    September 2015 - Now · 3 years and 5 months

    • International ambassador and point of reference for non-Italian Guests (mainly Dutch, English, German, Spanish and French) through public relations. (HSSS) • Organizing and executing public events, parties and entertainment activities with a Guest capacity between 1,600 and 4,900. Organizing and performing informative lectures and speeches. (HSSS) • Ensuring events and conferences run smoothly, as well as effective security. (HSSS) • Promote the product and market the business, as well as set and achieve sales and profit targets. (HSSS) • Responsible for all verbal (i.e. announcements) and written communication to assure a correct content and translation in the relevant languages (i.e. complete daily cruise program, menu, flyers, various other programs, etc.). (HSSS) • Taking actively part in a work environment that supports a successful safety culture, dynamic contribution in following safety policy and procedures. (HSSS) • Independently deal with and take care of Guest complaints and comments in order to offer a prompt solution. Address problems and troubleshoot accordingly. (HSSS) • Receiving constant feedback on Guest satisfaction and needs. (HSSS) • Support the various revenue services through a constant communication and promotion in order to maximize revenue and Guest Satisfaction. (HSSS)

  • Mentor/Trainer Hospitality Management (MHM)

    Costa Crociere S.p.a. - Genoa, Italy

    Guest Relations
    September 2015 - Now · 3 years and 5 months

    • Recruiting, training and monitoring/supervising staff. (MHM) • Planning work schedules for individuals and teams. (MHM)

  • Account Relation Manager / Guest Relation Manager

    Voogd & Voogd Verzekeringen C.V. (Insurance Service Provider) - Roosendaal, Netherlands

    Guest Relations
    April 2011 - September 2015 · 4 years and 6 months

    • Approach potential clients in order to inform, select and appoint new clients. • Maintain close contact with clients (approximately 300 offices within The Netherlands) concerning service and advise, increase sales, sell products and services and handle wishes and complaints. • Achieve account and sales targets, manage budgets and financial plans and control expenditure and maintain statistical and financial records. • Set and achieve sales and profit targets. Analyze sales figures and devise market and revenue management strategies. • Organize internal and external business days, as well as give workshops/trainings in the field of client software. • Identifying and recommending opportunities to maximize customer satisfaction. • Continuously planning new processes, as well as coordinating with operations departments. • Prepares reports on the various aspects of business relationships. • Negotiations the service level agreements. • Analyzing and advising on new business opportunities.

  • Insurance Sales Agent / Personal Finance Advisor

    Bureau Verhulst & Van der Pol B.V. (Insurance Office) - Rotterdam, Netherlands

    Finance/Accounting
    April 2003 - April 2011 · 8 years and 1 month

    • Customize insurance programs to suit individual customers, often covering a variety of risks. • Sell various types of insurance policies to businesses and individuals on behalf of insurance companies, including automobile, fire, life, property, medical and dental insurance or specialized policies such as marine, farm/crop, and medical malpractice. • Interview prospective clients to obtain data about their financial resources and needs, the physical condition of the person or property to be insured, and to discuss any existing coverage. • Seek out new clients and develop clientele by networking to find new customers and generate lists of prospective clients. • Explain features, advantages and disadvantages of various policies to promote sale of insurance plans. • Ensure that policy requirements are fulfilled, including the completion of appropriate forms. • Confer with clients to obtain and provide information when claims are made on a policy. • Perform administrative tasks, such as maintaining records and handling policy renewals. • Monitor insurance claims to ensure they are settled equitably for both the client and the insurer. • Develop marketing strategies to compete with other individuals or companies who sell insurance. • Attend meetings, seminars and programs to learn about new products and services, learn new skills, and receive technical assistance in developing new accounts.

  • Marketing- & Communications Manager

    Marsh B.V. (Worldwide Leading Insurance Broker and Risk Advisor) - Rotterdam, Netherlands

    Sales & Marketing
    January 2001 - April 2003 · 2 years and 4 months

    • Conduct appropriate market research on competitive services and firms in the field of Sports, Leisure, Entertainment and Media. • Create and update collateral, presentations, brochures, product sheets, fact sheets, case studies, white papers, web content, newsletters, signage, ads and sales tools with input from product marketing, product management, executives, sales, PR and customers. • Constantly explore, recommend, use and optimize communication methods, vehicles and technologies to engage with various audiences, particularly as part of fully integrated demand generation campaigns. • Responsible for strategic direction and execution of all internal and external communications. • Work to develop and maintain firms branding and visual identity guidelines as well as writing collateral materials promoting firms’ services. • Work closely with the Executive Vice President of Marketing to develop new campaigns, receive work assignments based on current campaign plans and assist in identifying CRM plans. • Plan, organize, execute and manage events including tradeshows, customer and partner events, industry events, sales training sessions and other corporate events.

  • Supervisor

    Blauw Research B.V. & TTT Europe (Market Research Institutes) - Rotterdam, Netherlands

    Sales & Marketing
    January 1999 - January 2001 · 2 years and 1 month

    • Accept job applications, review resumes, interview candidates and hire the most appropriate people. • Provide an orientation to the company and pre-employment or on-the-job training. • Regularly evaluate employee performance, make recommendations for improvement and handle disciplinary action when necessary. • Have regular, ongoing discussions throughout the year providing feedback. • Conduct ongoing training or professional development programs to ensure employees are knowledgeable and up to speed. • Provide information, technology and reference materials. Training as an ongoing activity, crucial for new staff as well as for long-term staff. • Assign certain duties / work to the employees. • Recommend performance awards and/or merit increases when appropriate. • Approve time records and requests for time off. • Resolve complaints involving job descriptions, performance standards, relations with coworkers, relations with supervisors and managers and clients/customers. • Discipline and dismiss employees.

Education

  • European Studies

    The Hague University of Applied Sciences - The Hague, Netherlands

    September 2006 - September 2007

    Marketing- & Communication Management

  • European Studies

    The Hague University of Applied Sciences - The Hague, Netherlands

    September 1997 - September 2001

    Marketing- & Communication Management

  • Pre-University Education

    Regionale ScholenGemeenschap (RSG) - Oud-Beijerland, Netherlands

    September 1995 - September 1997

    Dutch, English, German, Mathematics, Economics, Business Economy and Drawing

  • School of Higher General Secondary Education

    Regionale ScholenGemeenschap (RSG) - Oud-Beijerland, Netherlands

    September 1990 - September 1995

    Dutch, English, German, Mathematics, Economics, Business Economy and Drawing

Languages

  • English
    Native or fluent
    100%
  • German
    Native or fluent
    100%
  • Dutch
    Native or fluent
    100%
  • Spanish
    Professional working
    60%
  • Italian
    Limited working
    40%
  • French
    Notions
    20%

Skills

  • Ability to delegate
  • Accurate
  • A team player
  • crisis
  • CRM
  • Dealing with complaints
  • Decisive
  • enthousiastic
  • Excellent organizational
  • Excellent verbal skills
  • Full driving license
  • goal setting
  • Good analytical skills
  • Good communication
  • Good social skills
  • Good under pressure
  • Great customer service
  • Guest Relations
  • Handling complaints
  • Handling guest complaint
  • Honesty and integrity
  • Hospitality
  • Independant
  • Manage a complaint
  • Management
  • Meeting deadlines.
  • mentor
  • ms office access
  • MS office, Excel
  • ms office power
  • ms office word
  • Office administration
  • Open minded and flexible
  • Public Relations
  • setting objectives
  • Strong hospitality
  • - Strong planning skills
  • Strong supervisory skills
  • Studious
  • Trainer
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