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Work Background
Saga CruisesLearning and HR Development Trainer
Aug. 2024 - Nov. 2024London Area, United Kingdom
Saga CruisesHotel General Manager
Nov. 2023 - Dec. 2023London Area, United KingdomHGM covering / step up
Saga CruisesGuest Services Director / Service Delivery Trainer
Jul. 2022 - Sep. 2022Folkestone, England, United Kingdom
The Johnstown EstateFront Office Manager
Feb. 2022 - Jun. 2022Enfield, County Meath, Ireland
Saga CruisesGuest Services Director
Jun. 2019Southampton, England, United Kingdom
AT anQor Management Ltd.Hotel General Manager
Sep. 2018 - Jan. 2019Cyprus
Regent Seven Seas CruisesGuest Services Manager
Jan. 2016 - Mar. 2018Miami/Fort Lauderdale AreaAn Executive Concierge for Regent Seven Seas Cruises must commit to the Company’s Core Values – carry out daily activities following the R.I.T.E. way – Respect, Integrity, Trust and Excellence are the foundation of all our actions, every day, in everything we do. One must ensure the ultimate guest experience on-board RSSC vessels by aiding effective communication of information through all departments; Act as Front Office Manager and ensure Front Office staff provide standards of service consistent with RSSC expectations.
Basic tasks and duties:
• Demonstrates a genuine concern for guests’ wellbeing at all times; • Pro-active approach to problem solving; • Ensuring staff training, development and knowledge throughout concession outlets is maintained at optimum levels to facilitate the guests’ experience. • Meets guests to discuss complaints and comments; • Controls suite upgrades and cruise extensions; • Supports front office staff with queries from guests and takes control of issues with guests when they escalate beyond their level of responsibility; • Coordinates foreign language translations and assists all international guests; • Deals with queries from guests relating to on board credits, gift orders and amenities after sailing; • Provides assistance for guests who embark/disembark the ship early/late; due to medical or personal reasons, communicating needs as required with shore side colleagues. Where necessary also assisting with activating guests private/RSSC insurance on behalf of the guest. • Liaises with Executive Housekeeper in regards to Guest suite maintenance, special requests and other related issues; • Oversee the Maintenance Reporting System in regards to guest suite maintenance; • Ensures that General Manager is promptly and fully informed of any areas of potential problems or unusual matters of significance so that prompt corrective action can be taken.
Regent Seven Seas CruisesAround The World Concierge
Mar. 2015 - Jun. 2015MS Insignia▪ As an Around The World Concierge on Oceania Cruises, one demonstrates a genuine concern for guests’ wellbeing at all times and always displays a positive Pro-active approach to problem solving; focusing on the guests on the Around the World Voyage.
▪ The duties and activities consist of, but are not limited to:
▪ Ensuring staff training, development and knowledge throughout concession outlets is maintained at optimum levels to facilitate the guests’ experience. ▪ Meets guests to discuss complaints and comments; ▪ Deals with Lost Luggage; ▪ Assist with suite upgrades which are coordinated with Executive Concierge; ▪ Supports front office staff with queries from guests and takes control of issues with guests when they go out-with the scope of front office; ▪ Provides and co-ordinates special services onboard; ▪ Assisting with confirming, and where possible changing airline tickets, seats and wheelchair assistance at airports for guests.
▪ Groups Liaison coordinating cocktail parties and group amenity requests;
▪ Ensures all Cocktail Parties onboard, with the exception of the Oceania Club Party, are executed in the way in which they have been ordered by the guest/group;
▪ Provides information related to ports of call including but not limited to concerts, theatre, exhibitions, private arrangements (private cars with drivers and private tours arrangements are referred to Destination Services) etc;
▪ Port arrangements including but not limited to dining venues, special arrangements such as flowers, car hire, etc;
▪ Provides assistance for guest who embark/disembark the ship early/late; due to medical or personal reasons, if necessary activates their insurance policies.
▪ Ensure Concierge Lounges facilities are well maintained and provide appropriate guests’ services as per training guidelines and Company standards.
Regent Seven Seas CruisesConcierge
Dec. 2012 - Jan. 2016Worldwide▪ As a Concierge on Oceania Cruises, one demonstrates a genuine concern for guests’ wellbeing at all times and always displays a positive Pro-active approach to problem solving; ▪ The duties and activities consist of, but are not limited to:
▪ Ensuring staff training, development and knowledge throughout concession outlets is maintained at optimum levels to facilitate the guests’ experience. ▪ Meets guests to discuss complaints and comments; ▪ Deals with Lost Luggage; ▪ Assist with suite upgrades which are coordinated with Executive Concierge; ▪ Supports front office staff with queries from guests and takes control of issues with guests when they go out-with the scope of front office; ▪ Provides and co-ordinates special services onboard; ▪ Assisting with confirming, and where possible changing airline tickets, seats and wheelchair assistance at airports for guests.
▪ Groups Liaison coordinating cocktail parties and group amenity requests;
▪ Ensures all Cocktail Parties onboard, with the exception of the Oceania Club Party, are executed in the way in which they have been ordered by the guest/group;
▪ Provides information related to ports of call including but not limited to concerts, theatre, exhibitions, private arrangements (private cars with drivers and private tours arrangements are referred to Destination Services) etc;
▪ Port arrangements including but not limited to dining venues, special arrangements such as flowers, car hire, etc;
▪ Provides assistance for guest who embark/disembark the ship early/late; due to medical or personal reasons, if necessary activates their insurance policies.
▪ Ensure Concierge Lounges facilities are well maintained and provide appropriate guests’ services as per training guidelines and Company standards.
Regent Seven Seas CruisesReceptionist
Apr. 2012 - Jun. 2013▪ Acts as a filter for guest complaints or concerns to Concierge;
▪ Ensures front desk logs and reports are maintained within Company Standards;
▪ Ensures guest requests are dealt with in a timely and efficient manner and that appropriate follow up is carried out;
▪ Pro-active approach to problem solving;
▪ Attends to guest requests;
▪ Telephone duties;
▪ Comment card data entry and other administrative duties as required;
▪ Embarkation and debarkation duties (guest check-in);
▪ Ensures sufficient amount of printed matters available at all times;
▪ Logging guest issues in front desk logs and ensures follow up completed;
▪ Forwarding queries from guests regarding on board account, amenities, shipboard credits flights etc;
▪ Attends front office meetings;
▪ Compiles with front office meetings minutes and decisions;
▪ Daily follow-up of all front desk logs;
▪ Completes end of cruise filing and start of cruise docs are ready in accordance with guidelines from assistant purser
▪ Performs all other duties as requested by supervisor or as listed in SOP Manual – Front Office;
▪ Performs all other duties as requested by supervisor.
▪ Finance Responsible for setting up guest account, cash payments and guest account queries;
▪ Providing US Dollars and foreign currency exchange services to guests;
▪ Providing Cash Advances and Foreign Currency Account Payments to guests;
▪ Safe Audits daily and foreign currency audits;
▪ Attending on board gaming activities and preparing final figures and audits;
▪ Accounting duties as instructed by Chief Purser or Second Purser;
▪ Answering guests' account queries and follow up on any account discrepancies;
▪ Follow up on obtaining method of payment and declined credit cards as per Second Purser's instructions.
▪ Assists, where necessary, in training new reception staff in front office operations;▪
INGRA Co.Executive Administrative Assistant to the CEO
May. 2011 - Dec. 2011Managing and organising the daily schedule and planning for a CEO of a large construction and engineering corporation. Took care of daily office operation, handled meetings that were delegated to me. The job was quite dynamic and had a personal assitant component to it as well.
K-FaktorAdministrative assistant
Dec. 2009 - May. 2010ZagrebWorked on a project of handling and managing a portfolio of land and investments for Kermas.
Celebrity CruisesGuest Relations Officer
Oct. 2008 - Mar. 2011Handling guest service issues and daily front of the house operation.
HonorMarketing and wholesales specialist
May. 2007 - Jun. 2008ZagrebIn charge of selecting, displaying and promoting Caselogic, Hahnel, Pelikan and OMB goods to various suppliers.
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