Sava Sijacic
Novi Sad
Summary
Experienced team leader, committed to delivering, exceptional quality and service. I am seeking a fresh challenge in my career and an organization where I can leverage my potential and make a substantial impact on the delivery of customer services by training and inspiring employees to reach their objectives.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sports Operations Manager / Hotel Management
Royal Caribbean Cruises
01.2020 - Current
- Asian Market – Hong Kong 'Spectrum of The Seas' (Inaugural Ceremony)
- US Market - Miami 'Wonder of The Seas' - (Naming Ceremony)
- Managed a team of 25 staff and helped achieve the highest result in the fleet, Sports Activities and Daytime Activities category.
- Monitoring NPS (Net Promoter Score), KPI (Key Performance Indicator)
- Long-term cooperation with the CX department on improving the service and finding solutions daily in the form of targeted training.
- Designed and implemented a training program for new team members, which increased overall team productivity.
- Facilitated guest feedback surveys and incorporated suggestions for continuous improvement of activity offerings.
- Renewed and strengthened partnership with Marketing & Sales Team from Shanghai office.
- In charge of SOP (Standard Operating Procedure) and supervised the launch of the new attraction.
- Part of the team for the naming ceremony and the reception of many VIP guests, as well as numerous private groups to promote the Sports Department in RCL comeback to the Asian market.
- Recruitment coordinator for the HR team, evaluation of employees during the trial period (30, 60 and 90 days) as well as at the end of their contract, planning and use of the action plan for performance improvement.
- Budget planning and control on a quarterly and annual level
Sports Supervisor
Royal Caribbean Cruises
01.2016 - 01.2020
- Supervision of all Sports Activities
- Inventory control
- KPI (Key Performance Indicators)
- Staff training and scheduling
- Customer service
Sports Staff
Royal Caribbean Cruises
01.2014 - 01.2016
- Carrying out regular sports duties (North Star, FlowRider, ZipLine, etc)
- Customer service
Education
Technical school - Mechanical Technician
Technical School
University of Novi Sad - Recreation
University of Novi Sad
01.2013
Certification
- Medallia - Experience Management Software Platform
- Guest Log - Customer Experience Platform
- ORACLE - Property Management System
- IBT Hybris - Booking Management
- SAP Hybris - Ecommerce Product Platform
- Tableau - Analytical Platform
- CrunchTime - Operation Management Platform
- Kronos - Scheduling/Payroll System
- AMOS - Maintenance Management Software
- Adobe InDesign - Page Design Software
- Effective communication
- Skilled in public presentations
- Strong ethical standards
- Service excellence
- Analytical problem solving
- Strong organizational skills
Languages
English
Native or Bilingual
Timeline
Sports Operations Manager / Hotel Management
Royal Caribbean Cruises
01.2020 - Current
Sports Supervisor
Royal Caribbean Cruises
01.2016 - 01.2020
Sports Staff
Royal Caribbean Cruises
01.2014 - 01.2016
Technical school - Mechanical Technician
Technical School
University of Novi Sad - Recreation
University of Novi Sad
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