Mihael Vlahusin
Cavtat,Croatia
Summary
Detail-oriented, results-driven professional seeking position as Hotel Director. Focused on performance and flexible with specific needs of different assignments. Collaborates professionally with individuals from broad array of backgrounds and cultures.
Overview
11
11
years of professional experience
Work History
Guest Services Manager
Carnival Cruise Line
Miami, FL
05.2017 - Current
- Reviewed upcoming events and planned for expected challenges.
- Engaged in escalated complaint resolution activities by assisting/meeting with guests with severe Category A issues, and Category B issues
- Communicated with Hotel Director on all complex, sensitive issues and/or complaints and operation improvement opportunities that may need to be addressed by senior management.
- Monitored documentation and resolution of guest complaints through shipboard complaint resolution system and investigated comments received through TGEM.
- Liaised with department heads regarding matters of concern and ensured resolution activities are being prioritized and addressed in a timely manner.
- Liaised with port officials, port agents, etc., to ensure compliance with port requirements
- Conducted training, monitored performance, motivated and coached the development of Guest Services and engaged in corrective counseling/training when appropriate
Guest Services Associate / Supervisor
Carnival Cruise Line
Miami, FL
05.2011 - 05.2017
- Trained new team members on correct procedures, compliance requirements and performance strategies.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Coordinated with all hotel departments to meet all guest needs.
- Recorded any guest issues in iCare and ensured timely follow-up and resolution is provided by owning the issue
- Assisted guests with their onboard accounts including but not limited to depositing/withdrawing cash, registering credit/debit cards, cashing traveler’s checks, breaking bills and exchanging foreign currencies, or selling Shore Excursions and Airport Transfers
Education
Bachelor of Science - Hospitality And Service Management
Rochester Institute of Technology
Dubrovnik, Croatia01.2011
High School Diploma -
Highschool For Hotels And Tourism
Dubrovnik, Croatia06.2006
Skills
- Accomplishment of highest NPS (department related) ratings on all ships I was assigned to and maintaining them while minimizing compensation amount extended
- Participative Leadership with emphasis on guest and team member satisfaction
- Operational Efficiency
- Creative Solution Coordination
- Personnel Supervision
Languages
Croatian
Native or Bilingual
Spanish
Limited Working
Italian
Limited Working
French
Elementary
Timeline
Guest Services Manager
Carnival Cruise Line
05.2017 - Current
Guest Services Associate / Supervisor
Carnival Cruise Line
05.2011 - 05.2017
Bachelor of Science - Hospitality And Service Management
Rochester Institute of Technology
High School Diploma -
Highschool For Hotels And Tourism
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