Ivana Doda
Assistant Shore Excursions Manager
Kotor,Montenegro
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Assistant Shore Excursions Manager
Royal Caribbean Cruise Line
Miami, FL
06.2018 - Current
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Created promotional materials to increase visibility and attract larger market share.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Generated travel-related reports for clients to facilitate decision-making.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Developed process improvements and long-term business strategies through analysis of customer feedback.
- Assisted clients with excursion changes and cancellations to minimize travel disruptions.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
- Helped customers with passport and visa applications.
- Administered customer surveys to measure satisfaction with services and better understand desires and expectations.
- Filmed promotional video material presenting the itineraries around the world
- Holding public presentations promoting excursion options
- Training the staff in financial reporting
- Creating invoices and daily reports
- Communicating with the operators throughout the world arranging all the necessary logistics in their ports of call
Shop Manager
Montenegro Duty Free
Tivat, Montenegro
01.2021 - 07.2021
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Managed inventory control, cash control, and store opening and closing procedures.
- Trained team members in successful strategies to meet operational and sales targets.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Monitored and analyzed sales reports to identify opportunities for growth.
- Implemented store policies and procedures to remain compliant with corporate guidelines.
- Maintained safe working environment by enforcing adherence to safety and security protocols.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
- Mentored team members to enhance professional development and accountability in workplace.
- Created employee schedules to align coverage with forecasted demands.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Mitigated business risks by working closely with staff members and assessing performance.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Tour Operations Manager
Montenegro Shorex
Kotor, Montenegro
01.2017 - 06.2018
- Built personal relationships with guests to promote positive experiences.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Assisted in recruiting, hiring and training of team members.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Reported issues to higher management with great detail.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Collected and deposited payments from guests.
- Daily financial reporting
- Daily communication with the shipboard staff
- Arranging the logistics in port
- Scheduling guides & drivers
- Ordering uniforms
Tour Operator
Kotor Open Tour
Kotor, Montenengro
03.2015 - 01.2018
- Built personal relationships with guests to promote positive experiences.
- Guided groups of up to 40 people on scheduled tours.
- Researched information on Boka Bay and town of Kotor to provide accurate, detailed tours.
- Collected and deposited payments from guests.
- Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
- Provided information on various sites throughout area, relaying little-known stories to provide interest.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Gained extensive knowledge in data entry, analysis and reporting.
- Worked well in a team setting, providing support and guidance.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Self-motivated, with a strong sense of personal responsibility.
- Learned and adapted quickly to new technology and software applications.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Education
BBA - Marketing, Social Media & Public Relations
Doba Business School
Maribor, Slovenia 02.2022 - Current
High School Diploma -
High Music School ''Vida Matjan''
Kotor, Montenegro 09.2007 - 07.2011
Skills
Itineraries ( Alaska,Caribbean,Panama Canal & Europe)
Marketing
Critical Thinking
Interpersonal Communication
Multitasking Abilities
Flexible and Adaptable
Teamwork and Collaboration
Data Entry
Public speaking
Sales
Timeline
BBA - Marketing, Social Media & Public Relations
Doba Business School
02.2022 - Current
Shop Manager
Montenegro Duty Free
01.2021 - 07.2021
Assistant Shore Excursions Manager
Royal Caribbean Cruise Line
06.2018 - Current
Tour Operations Manager
Montenegro Shorex
01.2017 - 06.2018
Tour Operator
Kotor Open Tour
03.2015 - 01.2018
High School Diploma -
High Music School ''Vida Matjan''
09.2007 - 07.2011