Dusica Milovanovic

Dusica Milovanovic

http://ch.linkedin.com/in/dusicamilovanovic

Summary

An experienced hospitality management and customer relations professional, highly focused with a comprehensive knowledge of how to maintain a helpful and courteous relationship with clients and coworkers. I am a team player, who is able to work to timely demands and effectively manage multiple workloads. 


Education

Education

BBA International Management and International Hotel Management

2011 - 2013
Northwood University, HIM

Honors Degree

Swiss Diploma in Hotel Management

2009 - 2011
Hotel Institute Montreux

Honors Degree

High School

2005 - 2009
United Nations International School, New York

Work History

Work History

Customer Ground Services

Nov 2015 - Present
Swissport, Geneva Airport

Working as part of a team and responsible for various tasks from scheduling and organizing the airline traffic and communication with passengers to staff training.

In particular, responsible for the following :

  • Handling uncertainties such as overlapping flights to regulate the flight operations and provide uninterrupted services to customers
  • Providing new time slots and schedules for airlines getting delayed to multiple reasons and informing passengers about new schedules and helping them take appropriate flights
  • Liaising between control rooms, customers, crew, and ground staff to operate the air traffic smoothly
  • Providing load sheets and other necessary reports for flights and cabin crew

Sales and Events coordinator, cofounder

Nov 2013 - Jul 2015
The D&N Wine House Sàrl, Geneva

Organizing all activities related to the operation of a wine shop / wine bar, such as tastings, art exhibitions, new product promotions, including communication campaigns to raise awareness. 

In particular, responsible for the following :

  • Development and branding of the company
  • Publication of articles on social networks and the analysis of current advertising campaigns

    (Local.ch, Google AdWords, Facebook, Instagram and Twitter)

  • Development and expansion of existing accounts , focusing on the sustainability of business and promotional opportunities

  • Direct administrative details such as financial operations, dissemination of promotional materials, and responses to inquiries
  • Meeting with sponsors and organizing committees to plan scope and format of events, to establish and monitor budgets, or to review administrative procedures and event progress

  • Coordinate details of events, prepare invitations and drive attendance to the event.

Guest Relations

Mar 2013 - Nov 2013
Hotel President Wilson, Geneva

Represents the General Management of the hotel, takes care of customers and guarantees the quality of services by ensuring the maintenance and update of quality standards .

In particular, responsible for the following :

  • Maintain regular contacts with the guests and obtains guest feedback on their stay in the hotel. If complaints, takes immediate actions to remedy solutions
  • Promote inter-hotel sales and in-house facilities and aware of banquet events, hotel facilities, F&B outlets, special promotions for the purpose of assisting guests and offering accurate information
  • Prepare and coordinates the distribution of guest amenities, welcome letters and fruit setups for VIPs
  • Handle guest complaints immediately and follows up thoroughly
  • Attend to guests' queries, needs and other special requests, coordinate and supervise activities for guests

Income Audit

Mar 2012 - Sep 2012
The Ritz Carlton Powerscourt, Ireland

Maintain a procedure necessary to verify the accuracy of all revenue and adjustment posting and investigate all complimentary rooms, market code statistics report, adjustments, and rate discrepancies, balancing of all interface system and the accuracy of the Managers Report.

Ensuring that all revenues are correctly posted into the system and accurately reported in the General Ledger.

In particular, responsible for the following :

  • Daily recording of Management and Adjustment allowances to be communicated to all the Line Managers and the General Manager
  •  Audit the daily General Cashier’s Report against recorded cash movements
  • Ensuring that revenue and adjustment postings for the day are correctly posted using the right revenue and adjustment codes
  • Maintaining a file of all accounting audit reports monthly for internal and external purposes
  • Daily preparation of Events and Allowances reports
  • Preparation and posting of monthly journal vouchers
  • Ensuring that all reports exported from PMS to excel to Acom (accounting system) are balanced daily.

Reception, Internship 

Feb 2011 - Aug 2011
Hotel President Wilson, Geneva

Providing a friendly, welcoming and efficient service to all hotel guests, in line with the hotel’s vision and values on customer satisfaction. Respond courteously to guests’ requests, play a part in the general running of the reception desk and help the General Manager to maintain a smooth room bookings service.

In particular, responsible for the following :

  • To carry out all Reception duties following procedures, deal with cash, cheque and credit transactions. Anticipate guests needs and carry out these requests in a courteous and helpful manner

  • To promote the other departments within the hotel at every given opportunity in order to maximise hotel sales and maximize every room sales opportunity.

Chef de Rang, Bar Vendome, Internship

Feb 2010 - Sep 2010
Ritz Paris, Paris

Working under the general guidance of the Bar Manager, assisting in the smooth running of the restaurant and bar areas to deliver a high standard of service and customer satisfaction. Providing a visible presence to ensure that all customer requests and queries are responded to promptly and effectively.

Langues

English: mother tongue

French: mother tongue

Serbian: mother tongue

German: good level

Russian: beginner

Spanish: beginner 

Skills

Skills

Excellent communication skills, both verbal and written

Strong organizational, detail oriented and time management skills

Proficient with income auditing practices and principles

Customer service skills

Computer literacy

Excellent IT skills and good knowledge of Windows applications, including Excel and Word

Decision-making, negotiation and problem solving

Interests and activities

During my spare time I enjoy relaxing, scuba diving and going out with friends and family. I also enjoy cooking, listening to music and keeping up with current affairs. Furthermore, I have a keen interest in travel having grown up in an international environment. I enjoy discovering new cultures and languages and socializing with diverse groups of people.

References

References available upon request