Zeljko Cizmek
Dublin
Summary
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
21
21
years of professional experience
Work History
Concierge Associate
Rapport Guest Services
Dublin
02.2020 - 11.2021
- Managed a concierge desk, keeping area organized and stocked with necessary materials.
- Ensured compliance with safety regulations within the workplace by following established guidelines.
- Conducted regular inspections of lobby areas to ensure cleanliness is maintained at all times.
- Developed strong relationships with key partners in order to ensure smooth operations between departments.
- Provided business services for guests, including faxing, copying, and courier arrangements.
- Scheduled conference room and other reservations using proprietary software.
- Developed relationships with local vendors and service providers to enhance guest experiences.
Concierge
Esplanade Zagreb Hotel
Zagreb
10.2015 - 12.2019
- Conducted regular inspections of lobby areas to ensure cleanliness is maintained at all times.
- Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
- Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests.
- Maintained a professional presence at the front desk area by adhering to dress code standards.
- Coordinated with guests to provide special requests such as flowers or champagne in guest rooms upon arrival.
- Handled complaints from customers in an efficient manner while working towards satisfactory resolutions.
- Arranged reservations for dining, entertainment, sightseeing tours, theater tickets, and sporting events.
- Provided detailed information about the city's points of interest, restaurants, transportation options, and other activities.
Sales Representative
Tabacco d.o.o.
Zagreb
04.2014 - 09.2015
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Performed market research to identify potential sales opportunities.
- Coordinated client visits, conducted effective presentations and showcased products in trade show events.
- Generated new sales leads through cold calling and networking activities.
- Developed and maintained relationships with customers to ensure repeat business.
- Developed key customer relationships to increase sales.
- Negotiated deals and handled complaints or objections.
- Led strategic initiatives to penetrate new EU markets
Receptionist
Hotel Holiday
Zagreb
02.2014 - 04.2014
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Greeted visitors and provided them with assistance.
- Ensured that all necessary forms were completed accurately prior to submitting them for processing.
- Performed data entry tasks into various computer systems accurately and promptly.
- Provided excellent customer service at all times while interacting with both internal and external customers.
Waiter
Carnival Cruise Lines
Miami
09.2010 - 02.2011
- Cleared away dirty dishes from tables after each course was finished.
- Checked with customers to ensure that they were enjoying their meals.
- Took orders from patrons accurately and efficiently.
- Assisted with setting up the dining area before shift began.
- Maintained cleanliness of work areas throughout shift by wiping counters and cleaning spills promptly.
- Followed all safety and sanitation regulations when handling food or drinks.
- Cleaned dining room chairs, tables, floors and other surfaces regularly.
Activities Team Leader
Melia Hotels International
Umag
07.2000 - 04.2008
- Maintained a positive work environment that promoted collaboration between team members.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Delegated daily tasks to team members to optimize group productivity.
- Oversaw training and development programs to enhance team skills and knowledge.
- Managed conflict resolution within the team to maintain a positive work environment.
Team Leader
Rapport Guest Services
Dublin
11.2021
- Trained new staff members on proper policies and procedures related to customer service delivery.
- Ensured compliance with safety regulations within the workplace by following established guidelines.
- Conducted regular inspections of lobby areas to ensure cleanliness is maintained at all times.
- Developed strong relationships with key partners in order to ensure smooth operations between departments.
- Trained new concierge staff on best practices and site policies.
Education
Leaving Certificate -
School of Tourism and Hotels
Zagreb, Croatia01.1999
Skills
- Cash Handling
- Documentation And Reporting
- Work Planning
- Team Supervision
- Shift Scheduling
- Quality Improvement
- SOP Adherence
- Leadership
- Client Service
- Technical Support
- Onboarding and Orientation
- Coaching and Mentoring
- Overseeing Daily Activities
- Evaluating Employee Work
- People Management
- Attention to Detail
- Sales expertise
- Conflict Resolution
Nonacademiceducation
- Certificate for Tourism Animator, University of Rijeka, 2000
- Crowd Management course, 2010
- Propeller Course - Rapport Guest Services, 2023
Languages
- Croatian (native)
- English (Fluent)
- Spanish (Fluent)
- Italian (Fluent)
- German (Intermediate- Conversational)
- Russian (Intermediate- Conversational)
- Slovenian (Fluent)
Hobbies and Interests
- Cuban Salsa
- Foreign Languages
- Music
- Sports
Affiliations
- Cuban Salsa
- Drumming
- Reading
- Sports
Timeline
Team Leader
Rapport Guest Services
11.2021
Concierge Associate
Rapport Guest Services
02.2020 - 11.2021
Concierge
Esplanade Zagreb Hotel
10.2015 - 12.2019
Sales Representative
Tabacco d.o.o.
04.2014 - 09.2015
Receptionist
Hotel Holiday
02.2014 - 04.2014
Waiter
Carnival Cruise Lines
09.2010 - 02.2011
Activities Team Leader
Melia Hotels International
07.2000 - 04.2008
Leaving Certificate -
School of Tourism and Hotels
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