Ivona Flakus

• Monitored and evaluated performance of 23 day and night ambassadors to confirm compliance with citizenM standards.
• Handled guest complaints and offered extra services to maintain high guest satisfaction rates.
• Managed day-to-day operations of the hotel, scheduling staff and ordering supplies.
• Established and upheld high standards, promoting great customer service and assistance to guests.
• Improved performance by monitoring daily activities and mentoring team members.
• Accomplished multiple tasks within established timeframes.
• Communicated clearly with team-members, housekeeping, maintenance team and suppliers to keep everyone on same page and working toward established business goals.

• Greeted customers and clients to create welcoming atmosphere.
• Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Assisted team with operational policies and procedures to drive services.
• Managed multiple tasks and met time-sensitive deadlines.
• Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.

• Built a startup from ground up.
• Assisted team with operational policies and procedures to drive services
• Defined company roles and responsibilities to establish processes.
• Set up vital documentation, completed swiss legal forms and obtained appropriate insurance verification and authorization for services.
• Promoted business via social media to build brand identity.
• Developed partnerships with other small businesses.
• Developed key operational processes to drive and maintain growth.
• Created, managed, and executed business plan and communicated company vision and objectives.

• Flagged traffic to encourage safety of drivers.
• Identified most efficient methods to improve traffic flow.
• Maintained traffic control plans for proper management of traffic during construction and events.
• Exposure to Swiss German

• Processed and validated car and travel insurance claims
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained and managed customer files and databases.
• Placed outbound customer service or customer satisfaction calls to follow up on issues and wellbeing.

• Aligned family businesses organizational objectives with company mission to increase business growth and integrate work strategies.
• Developed quarterly business plans to evaluate cost projections.
• Refined organizational structure to consolidate, streamline, and delineate necessary functions.
• Negotiated contracts and agreements to secure favorable terms and maximize profits.
• Communicated with customers and vendors positively with particular attention to problem resolution.
• Researched industry and marketplace trends to enhance sales techniques and meet customer needs.

• Researched, analyzed, and projected market data for potential markets.
• Studied market to determine optimal pricing of goods and capitalize on emerging opportunities.
• Analyzed consumer behavior and purchases to anticipate future trends, adjustments and obstacles.
• Oversaw preparation of marketing copy, images, videos, emails, and other advertising materials.
• Cultivated forward-thinking, inclusive and performance-driven company culture to lead industry innovations.

1st year at University of Maribor. 2nd year as Erasmus exchange student at ISCTE Lisbon in Portugal. Finished the degree online at Doba with a grade point of 9,55.