Fidelio - Cruise Management
Iordan Iordanov - Danny
Manager Concierge Services
Razgrad
Summary
Highly motivated and driven individual with experience working with people from diverse nationalities. Passionate about taking on challenges and dedicated to providing excellent customer service. Possesses strong work ethic, professionalism, and ability to meet demands. Excellent communication skills and ability to understand guest needs to exceed expectations. With 15+ years of professional experience, eager to continue personal and career development. Strong background in Hospitality and Administration, confident in applying skills and life experience to maximize professional potential. Brings a wide range of qualities to tasks, projects, and operations.
Overview
22
22
years of professional experience
11
11
years of post-secondary education
Work History
Manager Concierge Services
Disney Cruise Line
06.2019 - Current
- Sole responsible for overseeing holistic onboard Concierge Guest experience to see to seamless and consistent delivery of brand and service delivery standards. Direct end-to-end Concierge Guest experience onboard, including Concierge lounge, Concierge sun deck, Concierge Bar and Dining area and all 26 Castaway Cay private beach cabanas.
- Provides formal leadership and operational direction to Concierge, F&B and Private beach cabanas staff members, following that brand and service delivery standards are executed on consistent basis, including training, coaching, and overall team development. Consistently exceeding guest satisfaction measurement targets with average mark of 98% overall concierge services per cruise.
- Drives collaboration and integration between Concierge team and ship/shore leadership to see that operational goals and objectives are successfully achieved, including routine operations, service resolution, special Guest requests, projects and initiatives as required.
- Leads monthly Concierge AOF areas of focus meetings between all senior leadership to identify trends, review operational challenges, and track progress on all outstanding actions.
- Partners with Disney Cruise Line Recruiting and/or shore leadership by assisting with interviews and selection of right fit talent for Concierge role.
- Accountable for meeting or exceeding all Disney Cruise Line® and VSP Sanitation requirements. Verify that all VSP procedures are followed by all staff working in the Concierge lounge, Bar & dining area during opening hours. Inspects and supervise cleanliness of Concierge Lounge, Concierge sun deck and Castaway Cay private beach cabanas prior to opening and closing for compliance of Disney Cruise Line® ,VSP and USPH standards.
Concierge Manager
Disney Cruise Line
04.2011 - 06.2019
- Deliver highest level of personalized service and actively interact with Concierge Guests in 32 to 44 staterooms (dependent on vessel) on a daily basis, showcasing enthusiastic professionalism and efficiency.
- Service designated Concierge Guests by providing personalized itinerary planning, obtaining special bookings, planning special events, assisting with SPA, specialty dining and port adventures reservations or any other special requests that may arise.
- Manage and oversee Castaway Cay Cabana operation, Concierge Embarkation Lunch operation, perform inspection of concierge suites with regards to cleanliness and proper set up.
- Train Guest Service Host/ess and fellow managers in tasks that support delivery of excellent service to all guests and concierge specific services.
- Take full ownership of the Concierge Lounge verifying all Food and Beverage aspects are well managed and executed. Monitor cleanliness and maintenance of the area confirming it is up to show quality standards and in compliance with Disney Cruise Line® and VSP standards.
- Actively involved in future cruise sales reservations and promotions, generating over 80K per cruise.
Guest Services Manager
Disney Cruise Line
01.2010 - 03.2011
- Supervise daily operation of Front Desk and Guest Services.
- Lead team of Guest Services Hosts, up to 15 crew; follow-up on daily assignments.
- Handle any Guest service issues and follow through with Guest Service Recovery; tracking problem resolution via voyage incident report VIR. Driving problem resolution to steady 60% on cruise basis.
- Create daily work schedules, implement training and development for Guest Services Hosts. Increasing time off availability with additional 10 hours per week.
- Monitors performance of team members; writing and delivering evaluations in timely and constructive manner; documenting performance and areas of growth.
- Liaised between guests and hotel management, relaying information, promotions and issues.
Guest Services Receptionist
Disney Cruise Line
06.2008 - 03.2010
- Responded to incoming guests, telephone calls, over 500 per shift and various inquiries with efficiency and professionalism.
- Assisted guests with check-ins, account inquiries, tour recommendations and any additional services needed. Answered guest inquiries and provided information regarding hotel services and amenities.
- Handled all guest relations issues in gracious manner and in accordance with company policies Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Documented all customer inquiries and comments thoroughly and quickly.
- Fostered positive work environment by consistently treating all staff and guests with respect and consideration.
Catering Coordinator
Princess Cruises - Princess Waterfront Lodge
05.2006 - 10.2007
- Liaised with vendor staff to coordinate event logistics.
- Communicated with customers to determine event goals, quotes and proposals.
- Coordinated and organized all restaurant inventory.
- Managed up to 50 customer files to ensure accurate fulfillment of even needs.
- Encouraged preparation of product according to recipe and in compliance with allergen and sanitation standards.
- Motivated staff to perform at peak efficiency and quality.
Front Desk Agent - Concierge
Pike's Waterfront Lodge
04.2006 - 10.2007
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system and greeted callers with an average of 200 calls per shift.
- Worked closely with guests some VIP or Celebrity, with high degree of respect for privacy.
- Maintain front desk concierge book to provide guests with access to relevant local information.
- Facilitated guest requests for dining and tourist attractions by researching various venues and locales.
- Close and complete coordination with all partner companies; Princess Cruise Lines, Holland America, Cruise West, Royal Celebrity Tours.
Housekeeping Supervisor
YMCA Blue Ridge Assembly
05.2003 - 10.2005
- Completed schedules, shift reports and other business documentation.
- Worked with front desk to respond promptly to all guest requests. Trained and mentored all new personnel to maximize quality of service and performance.
- Evaluated employee performance and developed improvement plans. Drove improvements to workflow and room turnover with hands-on, proactive management style.
- Maintained controls over expenses and inventory for optimal budget tracking.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements. Accommodated up to 4000 guest during high peak season.
- Catered to all on property private villas with respect of privacy and high level of cleanliness.
- Implemented new cleaning processes and team strategies to reduce necessary man-hours by 10 hours per week
Education
Hotel Management
Varna University of Management - Bachelor in Arts
09.2005 - 06.2009
Bachelor of Arts - International Hospitality
NHL Stenden Hogeschool - Higher Degree
09.2005 - 06.2009
High School Diploma -
Angel Kunchev - Vocation School of Food Industry
09.1994 - 06.1998
Skills
Policy and procedure adherence
Guest relations
Exceptional communication
Effective problem solving
Multitasking and organization
Team collaboration
Software
Silverware - Dining Management
AIMS - maintenance integrated system
VING - key encoding systems
ONVOY - on board airline check in
Timeline
Manager Concierge Services
Disney Cruise Line
06.2019 - Current
Concierge Manager
Disney Cruise Line
04.2011 - 06.2019
Guest Services Manager
Disney Cruise Line
01.2010 - 03.2011
Guest Services Receptionist
Disney Cruise Line
06.2008 - 03.2010
Catering Coordinator
Princess Cruises - Princess Waterfront Lodge
05.2006 - 10.2007
Front Desk Agent - Concierge
Pike's Waterfront Lodge
04.2006 - 10.2007
Hotel Management
Varna University of Management - Bachelor in Arts
09.2005 - 06.2009
Bachelor of Arts - International Hospitality
NHL Stenden Hogeschool - Higher Degree
09.2005 - 06.2009
Housekeeping Supervisor
YMCA Blue Ridge Assembly
05.2003 - 10.2005
High School Diploma -
Angel Kunchev - Vocation School of Food Industry
09.1994 - 06.1998
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