University of Novi Sad
University of Novi Sad
Oversee the delivery of course materials and training sessions for job-specific Position Based Training (PBT), collaborating with departmental trainers to create exercise sessions and learning resources. Conduct training courses for new hires, existing staff and management candidates on a wide range of topics related to company policies, customer service and topics related to the hospitality industry. Maximize knowledge retention and transfer through a variety of training methods and styles. Screening applicants, scheduling interviews and interviewing candidates during cross training process Engage with guests through walk-around to various cruise venues, as well as VIP events for frequent patrons, in an effort to gauge customer satisfaction and identify future training topics. Coordinate with ship management to facilitate Vacation Hero, a program in which managers and supervisors nominate employees to be recognized for outstanding performance. Evaluated more than 300 new hires and re-hire to identify areas for follow-up training. Provided training sessions and management development for new leaders and newly-promoted
Assistant Training and Development Manager
As part of the Harmony of the Seas start-up team, initiated the coordination and provision of internal and external training programs, supervised incoming staff and prepared for ship inspections. Served as liaison with external training partners to facilitate the delivery of training sessions in an effort to promote favorable outcomes. Improved compliance rates from 65% to 89% in two weeks by leading the design and delivery of staff training that strictly aligned with company audit procedures and safety and quality standards. Oversaw increase of attendance rates from 50% to 85% over a four-week span aboard Allure of the Seas through the development and implementation of several initiatives. Managed the employee development and purchasing budget, assessing any knowledge gaps while allocating funds to ensure all personnel are equipped with the necessary resources and expertise to excel in their respective roles. Tailored training and development programs to suit the needs of specific ship personnel, coordinating training schedules and maintaining accurate records. As part of the hiring process, conducted interviews and evaluated online assessments to identify candidate strengths and areas to maximize staff potential. Evaluated training requirements for over 2,000 staff across hotel operations, conducting appropriate coaching sessions with leaders, supervisors and regular crew. Nominated for Employee of the Month in November 2015.
Coordinated activities adults, children, and families as part of on-board entertainment program that included stage performances and theatrical productions for all ages. Used expertise in Gold Anchor Standards, as well as operational knowledge of the OA class and Adventure Ocean programs, to provide staff mentoring and team support. Provided outstanding service at the front desk, addressing customers queries while building strong rapport to promote favorable outcomes.
Teen Club Director
Managed teen club operations, which include staff supervision, development and delivery of monthly activities, as well as sales of various shore excursions and revenue items. Led staff induction and coaching sessions that included ongoing mentoring to promote development of team member skills and job knowledge. Oversaw development and implementation of club projects and entertainment programs, collaborating with internal stakeholders to improve quality of service delivery. Built strong guest relationships, while maintaining high safety standards, to ensure the highest level of customer satisfaction.
Teacher – Serbian Language and Literature
Used a variety of teaching methods and evaluation techniques to plan and deliver instruction in Serbian language and literature for students aged 11-15. Participated in the planning and execution of school activities, such as theater productions, excursions, creative courses and additional classes for any students requiring further support. Maintained open dialogue with parents to provide student progress updates and offer extensive support to address learning difficulties.
Training and development professional with an extensive background in leading development and
facilitation of onboarding programs, primarily within the hospitality industry. Expertise in designing
instruction to maximize retention of organizational policies and procedures to improve staff
performance. Skilled in collaborating with management to identify training needs and to gather course
materials most relevant to daily operations. Recognized for creating employee training that allows
employees to exemplify commitment to providing the highest left of service to customers. Language
skills that include fluency in Serbian and Croatian. Software proficiency in Fidelio, Enterprise One (E1)
Departmental Trainers Support and Supervision | Program Management | Customer Service | Team
Building | Strategic Partnerships
Data Collection/Analysis |Innovative | Budget Management | Process Improvement | Performance