Jasmin Aganovic
Tuzla
Summary
Dynamic and results-driven hospitality professional with over five years of experience in the cruise and tourism industry. Proven track record of leading shore excursion operations, enhancing sailor experiences, and driving revenue growth. Strong leadership, customer service, and operational management skills, with a passion for delivering exceptional vacation experiences. Seeking to leverage my expertise as a Sailor Services Director at Virgin Voyages.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Shore Things Manager
Virgin Voyages
03.2023 - Current
- Oversee planning, execution, and evaluation of shore excursions, ensuring guest satisfaction, safety, and loyalty
- Lead a team of motivated professionals to deliver exceptional shore experiences, creating lasting memories for sailors
- Achieved a 20% increase in shore excursion revenue and improved sailor feedback scores by 15%
- Expanded the network of local partners by 10%, enhancing the variety and quality of shore excursions
- Collaborate with cross-functional teams to ensure seamless sailor experiences from embarkation to disembarkation
- Comply with Safety/Environmental/Emergency Response duties as assigned and maintain STCW certifications
- Utilize Sailor feedback to foster a positive culture and implement fresh techniques to enhance onboard service
- Support Sailor Services, Housekeeping, and Crew Office by addressing queries and resolving escalated issues
- Maintain accurate records of guest interactions and communicate feedback to shore-side management
- Oversee Customs and Immigration clearances and ship documentation when entering or leaving port where needed for Shore Things
- Conduct inspections of public areas and crew cabins to ensure cleanliness and adherence to standards
- Manage the Rockstar Program and Heroic Recovery program to ensure ultimate Sailor satisfaction
Shore Excursions Assistant Manager
Royal Caribbean
01.2021 - 03.2022
- Managed shore operations, including bookings, dispatching, and coordinating private excursions
- Negotiated contracts with local vendors and resolved guest issues efficiently, ensuring high satisfaction levels
- Supervised and assigned escorts for excursions, ensuring quality management and adherence to safety standards
Shore Excursions Staff
Royal Caribbean
09.2019 - 01.2021
- Handled sales, bookings, and guest inquiries for shore excursions, contributing to revenue growth and positive guest feedback
- Collaborated with supervisors and colleagues to optimize operational efficiency and guest satisfaction
Education
Development Trainings at RCCL -
Faculty of Mining -
01.2017
Gymnasium High School -
01.2008
Skills
- Leadership & Team Management
- Staff Training & Development
- Customer Service Operations
- Front of House Staff Monitoring & Service Excellence
- Sales Operations and Vendor Management
- Budgeting & Financial Management
- Shore Excursion Planning & Execution
- Problem Solving & Conflict Resolution
- Crisis Management
- Customs & Immigration Compliance
- Luggage & Embarkation/Disembarkation Processes
- Health, Safety, and Environmental Compliance
- MLC Regulation Compliance & Crew Office Management
- Microsoft Word
- PowerPoint
- Excel
- ASR (Advanced Shipboard Revenue)
- Virgin Voyages onboard systems
- Ship to shore
Certification
- STCW (Standards of Training, Certification, and Watchkeeping for Seafarers)
- Additional training and certifications as per Virgin Voyages training matrix
Timeline
Shore Things Manager
Virgin Voyages
03.2023 - Current
Shore Excursions Assistant Manager
Royal Caribbean
01.2021 - 03.2022
Shore Excursions Staff
Royal Caribbean
09.2019 - 01.2021
Faculty of Mining -
Gymnasium High School -
- STCW (Standards of Training, Certification, and Watchkeeping for Seafarers)
- Additional training and certifications as per Virgin Voyages training matrix
Development Trainings at RCCL -
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