Summary
Overview
Work History
Education
Skills
Languages
Interests
Timeline
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Anna Soloveva

Summary

Accomplished Shore Concierge Manager at Silversea with a proven track record in guest relations and exceptional communication. Spearheaded initiatives that enhanced customer satisfaction by 20%. Adept at task delegation and problem-solving, ensuring luxury service standards. Recognized for strong leadership and tourism industry insight, consistently delivering memorable experiences and fostering client loyalty.

Overview

18
18
years of professional experience

Work History

Shore Concierge Manager

Silversea
06.2017 - Current
  • Led concierge team in delivering exceptional guest services and experiences.
  • Organized special events, ensuring seamless execution and high satisfaction levels.
  • Managed concierge team, ensuring consistent delivery of exceptional customer service.
  • Maintained up-to-date knowledge of local events, venues, and attractions to provide accurate information to guests.
  • Coordinated communication between departments to streamline guest requests and needs.
  • Mentored staff on best practices for customer engagement and problem resolution.

Assistant Shore Excursion Manager

Silversea Cruises Ltd.
08.2015 - 05.2017
  • Coordinated shore excursion logistics, ensuring seamless guest experiences and adherence to schedules.
  • Developed relationships with local vendors to enhance excursion offerings and improve service quality.
  • Assisted in training new staff on operational procedures and customer service best practices.
  • Monitored guest feedback to identify areas for improvement in excursion programs and services.
  • Analyzed guest feedback data to identify trends and areas of improvement in excursion offerings.
  • Resolved any conflicts between guests or tour operators diplomatically, maintaining positive relationships among all parties involved.
  • Facilitated clear communication between ship management and tour operators during emergency situations, ensuring swift resolutions that prioritized guest safety.
  • Coordinated special events or private tours upon request, creating unique experiences tailored to individual preferences.
  • Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.

Assistant Tour Manager

Silversea Cruises Ltd.
06.2007 - 08.2015
  • Coordinated logistics for seamless guest experiences during excursions and onboard activities.
  • Assisted in managing tour itineraries, ensuring adherence to schedules and guest preferences.
  • Communicated effectively with guests, addressing inquiries and resolving issues promptly.
  • Collaborated with team members to enhance operational efficiency and service delivery standards.
  • Resolved customer concerns promptly and professionally, maintaining strong relationships with repeat clients.
  • Conducted thorough pre-tour research to provide accurate information and anticipate potential challenges.
  • Leveraged local knowledge to recommend authentic cultural experiences for travelers looking to immerse themselves in the destination''s lifestyle.

Education

Digital Communications And Multimedia

Aalborg University Copenhagen
Copenhagen, Denmark

Skills

  • Exceptional communication
  • Guest relations
  • Task delegation
  • Personal assistance
  • Luxury service standards
  • Strong leadership
  • Tourism industry insight
  • Customer service

Languages

English
Full Professional
Danish
Limited Working

Interests

  • Volunteer Work
  • Youth mentor, providing guidance and support to empower the next generation of leaders

Timeline

Shore Concierge Manager

Silversea
06.2017 - Current

Assistant Shore Excursion Manager

Silversea Cruises Ltd.
08.2015 - 05.2017

Assistant Tour Manager

Silversea Cruises Ltd.
06.2007 - 08.2015

Digital Communications And Multimedia

Aalborg University Copenhagen

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Anna Soloveva