CURRICULUM VITAE
PERSONAL INFORMATION· Name
· Telephone
· Nationality
· Date of birth / ime
prezime
croatian
8th december 1988
WORK EXPERIENCE
· 2012-2014
Valamar Isabella Island Resort 4*,
Valamar Riviera d.d.,
Stancija Kaligari 1,
52440 Poreč,
Croatia
Head waiter / ~ responsible for beach bar
~ opening and closing duties
~ keeping facility clean and tidy
~ implementation of haccp system
~ assist F&B Manager in marketing and promotion of food and beverages
~ procurement of food and beverages
~ work at the bar and control of the beach
~ preparation of hot and cold beverages, cocktails and food
~ serving beverages in hotel’s restaurant and lobby bar
~ organization and preparation of bar, restaurant and terrace
~ work at cash desk
· 2014-2015
Hotel Meliã Coral 5*,
Istraturist Umag d.d. partner of Meliã Hotels International,
Katoro bb,
52470 Umag,
Croatia
Quality monitor / ~ technical control of room cleanliness, preparation of room favors
~ guest welcome during check in and check out, on disposal during their stay for any information regarding hotel, surroundings, excursions and events
~ solving potential problems or inconveniences which guests might encounter during their stay
~ assisting guests during their stay in the hotel (purchase of tickets, excursion booking, sports activities organizing)
~ preparation and conduct of local delicacies presentations (oil tasting, wine and liquor tasting) and animation
· 2015-2016
Apartments Sol Katoro 4*,
Istraturist Umag d.d. partner of Meliã Hotels International,
Katoro bb,
52470 Umag,
Croatia
Assistant Guest Experience Manager / ~ ensure and provide flawless, upscale, professional and high class guest service experiences
~ analyse customer feedback and provide strategic direction to continuously improve overall rating
~ respond to guests needs and anticipate their unstated ones
~ expect and react promptly to guests requirements and inquires
~ actively listen and resolve guests complaints
~ oversee and coordinate all arrivals and departures of special guests
~ coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
~ promote all amenities, conveniences and programs offered
~ direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
~ appraise team performance and produce reports
~ examine activities logbook, assign tasks appropriately and implement control schedule daily
· 2016-2017
Hotel Meliã Coral 5*,
Istraturist Umag d.d. partner of Meliã Hotels International,
Katoro bb,
52470 Umag,
Croatia
Quality Manager / ~ responsible for daily operation of guest service shift
~ plan daily short term front and back of house guest service operations
~ provide proper guest check-in, check-out procedures, analyze reports as required, communicate daily arrivals, departures and room inventory needs
~ ensure daily check list duties and tasks fully completed with follow up communications
~ maintain positive customer and associate relationships
~ interact with owners, guests, associates, answer inquiries, questions, and resolve possible satisfaction opportunities
~ supports customer service standards: ensuring guest satisfaction exceeding expectations; communicate reservation flag information directly enhancing guest requests
~ coordinate and verify guest reservation information
~ greet guests, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
~ assist guests with check-out ensuring rooms and services are correctly accounted, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
~ demonstrate a thorough knowledge of hotel information including room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
~ use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
~ respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
~ field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
~ receive, input, retrieve and relay messages to guests
EDUCATION AND TRAINING
· 1995-2003
· 2003-2007
· 2008-2011
· 2011-2012 / ~ Italian Elementary School “Gelsi”, Rijeka, Croatia
~ Italian high school “Liceo”, Rijeka, Croatia
Grammar school
~ Faculty of Tourism and Hospitality Management, Opatija, Croatia
Study program: Gastronomy and restaurant management
Title of Qualification awarded: bacc.oec. (180 ECTS)
~ Faculty of Tourism and Hospitality Management, Opatija, Croatia
Lifelong learning program: Food and beverage specialist
Title of Qualification awarded: Specialist in Food and Beverage department (30 ECTS)
PERSONAL SKILLS AND COMPETENCES
· MOTHER TONGUE
· OTHER LANGUAGES
Reading skills
Writining skills
Verbal skills
Reading skills
Writining skills
Verbal skills
Reading skills
Writining skills
Verbal skills / ~ Croatian
~ English
Excellent
Excellent
Excellent
~ Italian
Excellent
Excellent
Excellent
~ Spanish
Basic
Basic
Basic
SOCIAL SKILLS, ORGANSATIONAL SKILLS, TECHNICAL AND SKILLS AND COMPETENCES / ~ Guest experience and activities course organized by Meliã Hotels International
~ Tourist guide course organized by Neobična putovanja d.o.o tourist agency
~ administering programs
~ advising people
~ analyzing data
~ budgeting expenses
~ handling complaints
~ interpreting languages
~ writing reports
~ making decisions
~ adapting new procedures
~ negotiating/arbitrating conflicts
~ speaking to the public
~ listening to others
~ entertaining people
~ taking personal responsibility
~ maintaining emotional control under stress
~ organizing tasks
~ running meetings
~ taking independent action
~ supervising employees
DRIVING LICENCE / Yes
ADDITIONAL INFORMATION / Reference is available on request