ALEKSANDRA STOJKIC
Petrovac na Mlavi
Summary
Flexible and hardworking Guest Services professional with strong leadership, planning and problem-solving abilities. Optimizes processes and procedures to maximize customer satisfaction and improve resolution efficiency.
Overview
9
9
years of professional experience
Work History
Guest Relations Manager
TUI Cruises Mein Schiff Fleet
2021.08 - Current
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Developed and implemented guest relations policies, ensuring a consistent high-quality experience for all visitors.
- Collaborated with hotel staff to create personalized experiences for VIP guests, resulting in increased return visits.
- Conducted regular training sessions for Guest Relations team members, enhancing their communication skills and knowledge of hotel facilities.
- Developed custom marketing materials that showcased the company''s services effectively, increasing the sale of future cruises.
Excursion expert
TUI Cruises Mein Schiff Fleet
2019.02 - 2021.08
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Facilitated memorable experiences for diverse groups by tailoring presentations to cater to different age groups, cultural backgrounds, and language abilities.
- Received numerous positive reviews from clients, reflecting strong communication skills and in-depth knowledge of tour subjects.
1st Receptionist
Scylla AG River Cruises
2018.03 - 2019.01
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
Housekeeper
Scylla AG Rivel Cruises
2017.06 - 2018.01
- Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Prioritized guest comfort through attentive service, responding swiftly to special requests or concerns.
Waitress
Scylla AG River Cruises
2017.03 - 2017.06
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Streamlined order processing for increased efficiency through clear communication with kitchen staff.
- Demonstrated extensive menu knowledge, enabling personalized recommendations for guests based on preferences or dietary restrictions.
Tour guide
Jungle Travel d.o.o
2015.05 - 2016.06
- Supported marketing efforts by creating content for social media platforms, showcasing unique aspects of the tours offered.
- Strengthened relationships with local businesses by collaborating on promotional events.
- Managed tour groups by keeping on schedule and quickly handling issues to promote positive experiences.
Education
Master in tourism and hospitality management -
University Singidunum
Belgrade, Serbia10.2019
Bachelor in German language and literature -
Faculty of Philology
Belgrade, Serbia09.2016
Economics
Economic School Mladost
Petrovac na Mlavi, Serbia06.2012
Skills
- Scheduling proficiency
- Customer service expert
- Event Support
- Sales and Upselling
- Detail-driven
- Complaint Handling
- Staff Training and Development
- Exceptional communication
- Superior organizational skills
- Guest satisfaction measurement
Languages
Serbian
Native language
English
Proficient
C2
German
Proficient
C2
Spanish
Upper intermediate
B2
Romanian
Upper intermediate
B2
Timeline
Guest Relations Manager
TUI Cruises Mein Schiff Fleet
2021.08 - Current
Excursion expert
TUI Cruises Mein Schiff Fleet
2019.02 - 2021.08
1st Receptionist
Scylla AG River Cruises
2018.03 - 2019.01
Housekeeper
Scylla AG Rivel Cruises
2017.06 - 2018.01
Waitress
Scylla AG River Cruises
2017.03 - 2017.06
Tour guide
Jungle Travel d.o.o
2015.05 - 2016.06
Master in tourism and hospitality management -
University Singidunum
Bachelor in German language and literature -
Faculty of Philology
Economics
Economic School Mladost
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