Ivana Biondic is currently working at the Rome Cavalieri Waldorf Astoria Hotels & Resorts where she manages the ”True Waldorf Service” – a Customer Relationship Management project within the Hilton Group.
The project’s main objectives are to provide highly personalized customer service in order to increase client engagement before, during and after their stay at the Waldorf, and, consequently, to enhance the hotel’s up-selling and cross-selling results.
After graduating at the top of her class in Management at Warwick Business School in the United Kingdom, Ivana continued her education at Cass Business School in London where she finished an MSc in Marketing. She developed a special interest in Digital Marketing and Social Media, thus writing her final thesis on the topic of Consumer Responses to Digital Marketing.
Shortly after, she had an opportunity to apply her recently obtained theoretical knowledge by working for a Start-up company in London where she was able to use her digital media skills in the development of the company’s strategy and in the implementation of promotional activities.
After coming back from London, she worked for Villa Dubrovnik, a luxury boutique hotel in Dubrovnik, where she learned the basic know-how of the hotel industry and the meaning of service excellence. On the other hand, the challenge Ivana has taken up in Waldorf in Rome, has deepend her customer focus and taught her the importance of understanding customer needs and relationship building.
‘Winning over the guest means touching their heart’ is what would best describe Ivana’s way of working. Excited to apply her new experiences and knowledge, Ivana is coming back to Croatia in March.