JAN VAN DER VELDEN
Neckargemünd
Summary
Knowledgeable Operations Manager with solid foundation in optimizing operational processes and driving efficiency improvements. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence. The strong skill of high proficiency in complaint handling and emergency troubleshooting, mixed with flexibility in the work field and the use of different languages such as: German, Dutch, English and Italian have been a advantage in many situations.
Due to my international studies, different countries of residence, the extensive work experience I obtained on cruise ships in various postilions and ultimately running my own tourism company as general manager and business owner, equipped me with the knowledge and skills that I will gladly use in order to meet common goals.
Overview
13
13
years of professional experience
Work History
Operations Manager
Grafton Beach Resort& Le Grand Curland Spa Resort
10.2024 - Current
- Responsible for 2 Hotels and a total of 90 staff members.
- Liaised with stakeholders for transparent communication and better decision making.
- Optimise workflow procedures with strategic planning and team coordination.
- Reduced overhead costs through efficient resource allocation and budget management.
- Led teams to achieve business objectives on time and within budget constraints.
- Fostered a culture of continuous learning, improved workforce competency levels.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Monitored health and safety measures for guaranteed compliance.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Oversaw facility maintenance and allocated needed resources to meet standards.
- Created a collaborative work environment for positive team dynamics.
- Analysed performance metrics, identified areas for improvement in operations management.
- Encouraged innovative thinking in the team, fostered an environment of growth and development.
Business Owner and General Manager
Campingplatz an der Friedensbrücke
12.2019 - 02.2024
- Responsible for the entire operation of the campsite, such as managing budgets, implementing customer satisfaction initiatives and increasing revenue, work schedules, guest experience, site maintenance, complaints, check-in and check-out, accounting, employee motivation, networking with stakeholders in the area such as the tourism board, the municipality, suppliers, camping associations
- Successfully lead a team of 20 employees, reception, restaurant, maintenance, housekeeping.
- Served as mentor to junior team members
- Greeted customers and responded to customer inquiries
- Promoted business profitability by tracking performance indicators and driving corrective action
- Be the face of the company and always available for guests and colleagues.
- Scheduled regular team meetings to discuss business updates, issues and recommendations.
- Successfully negotiated contracts with suppliers to reduce costs.
- Oversaw all aspects of daily operations, ensuring smooth running of the organisation.
- Allocated resources to teams and projects based on need, performance and availability.
Guest Relation Manager
Costa Cruiselines
07.2017 - 10.2019
- Increased repeat business through loyalty programmes and guest offers.
- Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
- Created seasonal events and campaigns to inspire guests and elevate experiences.
- Taking care of all Costa Club Members
- Special attention to suite guests, Gold Pearl, Diamond Pearl members.
- Coordination of groups on board.
- Dealing with special requests from groups, concerning food arrangements (special diets), special
- events, weddings on board etc.
- Hosting "Cocktail-Parties" for club members
- Attending ship visits from ashore partners.
International Ambassador
Costa Cruiselines
11.2012 - 03.2017
- Support for all German and Dutch speaking guests on board the cruise ship
- Public speaking in front of large groups
- Conducting lectures and presentations on big stages
- Approx 600-800 people per week
- Fulfill guest requests, resolve complaints, translate into other languages
- Communication with all other heads of departments
- All-rounder to make guests happy
- Organization of events like lectures, theme parties, and cocktail parties.
- Created memorable customer experiences through attentive, responsive service.
- Resolved customer complaints effectively, resulting in maintained brand loyalty.
- Handled multiple tasks simultaneously whilst maintaining high standards of professionalism.
- Managed reception operations, ensuring smooth check-ins and check-outs for guests.
- Ensured prompt resolution of all guest-related issues, increasing client satisfaction rate.
- Provided personalised service to VIP clients, enhancing their comfort and overall experience.
- Handled sensitive information discretely, maintaining trust among clientele.
- Assisted in planning events, leading to successful functions and conferences.
- Trained new staff members for improved customer service delivery.
Tour Manager DMC Trinidad&Tobago
Gail's Exclusive Tours
01.2012 - 11.2012
- Packaging tailor-made tours in Trinidad and Tobago for tour groups and individual tourists.
- Ensuring the quality of excursions and accommodation as well as transportation.
- Attending meetings with government associations such as Hotel/DMC/Transport.
- Increased international arrivals by 25%
- Hired 4 more employees.
- Developed and implemented strategic marketing initiatives to promote Trinidad & Tobago as a top tourist destination.
- Monitored budget spending's to ensure cost-effectiveness in all activities.
- Devised detailed itineraries to maximise clients' holiday enjoyment.
- Ensured safety protocols, decreased incidents during tours.
- Managed travel documentation process effectively; expedited travel arrangements for guests.
- Handled customer complaints professionally; increased client retention rate.
- Liaised with local suppliers for better tour experiences.
- Managed team of tour guides, enhanced customer satisfaction.
- Researched accommodation options to provide choices for varying tastes and budgets.
Education
BACHELOR'S DEGREE IN TOURISM AND BUSINESS ADMINIST - Studies with a focus on tourist processes, destination analysis, feasibility studies, behaviour of tourist markets, Market regulation and language skills
Breda University of Applied Sciences
Breda Netherlands02.2012
Abitur GCE A-levels - General University Entrance Qualification
Willy-Hellpach Gymnasium
Heidelberg07.2008
Skills
- Emergency Troubleshooting
- Complaint Handling
- Revenue Management
- Customer satisfaction
- Guest Engagement
- On-site event management
- Team supervision
- Hospitality
- Translating into various languages
- Customer relations
- Operational improvement
- Team Leadership
- Project Management
- Staff management
Languages
German
Native
Dutch
Native
English
Fluent
Italian
Elementary
Albanian
Elementary
Personal Information
Timeline
Operations Manager
Grafton Beach Resort& Le Grand Curland Spa Resort
10.2024 - Current
Business Owner and General Manager
Campingplatz an der Friedensbrücke
12.2019 - 02.2024
Guest Relation Manager
Costa Cruiselines
07.2017 - 10.2019
International Ambassador
Costa Cruiselines
11.2012 - 03.2017
Tour Manager DMC Trinidad&Tobago
Gail's Exclusive Tours
01.2012 - 11.2012
BACHELOR'S DEGREE IN TOURISM AND BUSINESS ADMINIST - Studies with a focus on tourist processes, destination analysis, feasibility studies, behaviour of tourist markets, Market regulation and language skills
Breda University of Applied Sciences
Abitur GCE A-levels - General University Entrance Qualification
Willy-Hellpach Gymnasium
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