BRANKA MIRKOVIC
Rakovac,Serbia
Summary
Energetic and personable individual with talent for creating engaging and memorable experiences. Possesses strong organizational and logistical skills, along with background in customer service and event planning. Dedicated to enhancing guest satisfaction and ensuring seamless excursion operations.
Overview
18
18
years of professional experience
Work History
Shore Excursions Manager
Royal Caribbean International
03.2022 - Current
- Creates and implements a revenue generating plan
- Monitors revenue performance (Gross, NET and APD)
- Determines if the ship is on track to make target and adjusts strategies and plans to maximize revenue and guest satisfaction when necessary
- Maximizes NET revenue by understanding and implementing margin strategies with variable pricing, minimum participation
- Monitors shore excursion operations and ratings for quality assurance
- Actively seeks additional marketing opportunities and venues onboard
- Regularly conducts onboard sales training with the team and ensures all team members understand the current strategies and plans to meet targets
- Manages assigned Shore Excursion desk shift
- Provides guest services regarding tour sales, refunds, complaints, and general port and ship information
- Manages the financial aspects of the assigned shore excursion program, including the successful identification of expense reduction through cost control
- Meets with tour operators while in port
- Reconciles sale of tour tickets with operators and coordinates payment with the Miami Office
- Ensures net ticket invoice pricing is consistent with pricing provided by shoreside shore excursion office
- Meets with immediate shipboard supervisor, to review the requirements of the day’s activities and timeframes
- Reviews schedules to estimate time requirements to ensure speed and efficiency
- Coaches, manages staff to ensure that workstations, work areas, equipment and overall operations are working efficiently
- Makes recommendations for personnel actions such as new hire requests and discharges, to ensure proper staffing
- Trains and monitors entry-level positions for proper skill and service
- Provides on-the-job training
- Participates in maintaining shipboard shore excursion video
- May rewrite scripts or work with Broadcast Technician to shoot footage as needed
- Prepares or delegates and manages the submission on a timely basis of all required reports
- Coordinates tender operations when required with other Marine or Hotel departments
- Attends meetings, training activities, courses and all other work-related activities as required
Shore Excursions Assistant Manager
Royal Caribbean International
06.2021 - 03.2022
Guest Services Manager (Act) / Assistant Guest Services Manager
Carnival Cruise Line
12.2013 - 01.2018
- Manage the Department and Operation to ensure company service, administration and guest and internal guest relations standards are met
- Ensure that all guests inquiries and comments are followed up and resolved in timely manner
- Encourage and support office harmony, developing the full potential of the team, leading by example and showing care and respect
- Communicate with Hotel Director on all complex, sensitive issues and/or complaints that may need to be addressed by senior management
- Communicate with Corporate office of any escalating/sensitive issues
- Monitor documentation and resolution of guest complains
- Actively involved in the Guest Services operation by assisting at front desk to monitor the quality of service being provided
- Manage Disembarkation and Embarkation process ensuring all team members involved are being pro-active in their duties, providing quality service as guests exit and board the vessel
- Act as the primary shipboard Care Team member and provide emotional and practical assistance to those guests involved in emergency / medical disembarkations / sensitive issues
- Liaise with port officials, port agents, etc., to ensure compliance with port papers and documents as required by all ports visited
- Review and sign all necessary documents
- Responsible to make sure that all port related information provided to guests is current and relevant to itinerary
- Responsible to make sure guests with special needs are assisted and their requirements are handled and resolved in a timely manner
- Encourage cross training exercises within the department to increase familiarization of roles and other duties
- Review and approve weekly schedule for each position ensuring correct levels of supervision and manning are present at all times by following Maritime Labour Convention rules and regulations
- Ensure ship is in compliance with SOLAS reporting
- Maintain inventory control and maintenance of supplies, i.e., office supplies, uniforms etc
Assistant Guest Services Manager
Carnival Cruise Line
11.2012 - 12.2013
Guest Services Supervisor
Carnival Cruise Line
07.2010 - 11.2012
Guest Services Associate
Carnival Cruise Line
08.2007 - 07.2010
Education
Certificate of Mastery - Dealing with Difficult People: (Consideration, Attitude, Trust, Power, Communication, Responsibility)
Chemistry and Technology school “Djordje Zlicic”
Elementary school “Jovan Grcic Milenko”
Skills
- Promotional activities
- Global destinations
- Vendor negotiation
- Travel arrangements
Personal Information
Date of Birth: 03/23/76
Timeline
Shore Excursions Manager
Royal Caribbean International
03.2022 - Current
Shore Excursions Assistant Manager
Royal Caribbean International
06.2021 - 03.2022
Guest Services Manager (Act) / Assistant Guest Services Manager
Carnival Cruise Line
12.2013 - 01.2018
Assistant Guest Services Manager
Carnival Cruise Line
11.2012 - 12.2013
Guest Services Supervisor
Carnival Cruise Line
07.2010 - 11.2012
Guest Services Associate
Carnival Cruise Line
08.2007 - 07.2010
Chemistry and Technology school “Djordje Zlicic”
Elementary school “Jovan Grcic Milenko”
Certificate of Mastery - Dealing with Difficult People: (Consideration, Attitude, Trust, Power, Communication, Responsibility)
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