Marko Ilic

Location: Ithaca, New York, United States of America

Brief description: The core courses cover the people-managing dimension of hospitality management, including team building, human resource management, increasing workplace efficiency and productivity, and customer service.

Location: Novi Sad, Vojvodina, Republic of Serbia

Brief description: Purpose of the study program is gaining multidisciplinary academic knowledge in the field of Tourism thus enabling students to responsibly plan, organize, manage, and run companies (or their units) within tourism industry.

Location: Tam Ky, Quang Nam, Vietnam

Brief description: Five star resort, part of Marriott International, 318 rooms, suites and villas, fine function facilities (1 ballroom, 3 meeting rooms), 5 food and beverage outlets. First Sheraton in central Vietnam. Resort spreads over 22 hectares of land and has access to 1.6 km of pristine white sand beach.

In charge of Rooms Division and its departments:  Front Office (Front Desk, Concierge, Guest Service Center, Guest Relations, Bell Desk, Transportation), Housekeeping (Rooms, Public Areas, Florist, Laundry), Recreation (Sheraton Fitness, Swimming Pools, Beach, Lifeguard Service, Activities & Water Sports Center, Kids Club), Spa (14 treatment rooms, 2 Saunas, 2 Steam rooms, 2 Whirlpools, Beauty Salon), Shops and Safety & Security.

Location: Beijing, China

Brief description: Five star hotel, part of Marriott International, 827 rooms, fine function facilities (1 ballroom, 12 meeting rooms), 6 food and beverage outlets. First international five star hotel in Mainland China. Seventh largest Marriott property in Asia Pacific region.

In charge of three departments: Front Office, Health Club and Beauty Salon.

Additional role: Marriott North China Rooms Cluster Committee Champion for Upsell Program

Location: Jinghong, Xishuangbanna, Yunnan, China

Brief description: Five star resort, part of Starwood Hotels and Resorts, 326 rooms, city’s finest function facilities (1 ballroom, 10 meeting rooms), 4 food and beverage outlets.

Location: Fesdu Island, North Ari Atoll, Maldives

Brief description: Five star luxury resort, part of Starwood Hotels and Resorts, 78 retreats and villas, 6 food and beverage outlets. First W Retreat hotel in the World. Hotel with highest ADR within Starwood.

Location: Abu Dhabi, United Arab Emirates

Brief description: Five star luxury hotel, part of Starwood Hotels and Resorts, 283 rooms, city’s finest function facilities (1 ballroom, 6 meeting rooms), 7 food and beverage outlets.

Location: Dubai, United Arab Emirates

Brief description: Five star leisure and business hotels, part of Starwood Hotels and Resorts and Mina Seyahi Complex, 294 and 211 rooms, state of the art function facilities (1 ballroom, 7 meeting rooms, 1 amphitheatre), 13 food and beverage outlets, exceptional Blue Flag beach facilities.

Location: Washington, D.C., United States of America

Brief description: Five star business hotel, part of Hyatt International, 216 rooms, city’s finest function facilities (1 ballroom, 5 meeting rooms), 3 food and beverage outlets.

Location: Baltimore, Maryland, United States of America

Brief description: Five star business hotel, part of Starwood Hotels and Resorts, 706 rooms, fine conference facilities (1 ballroom, 19 meeting rooms), 2 food and beverage outlets.

Location: Dubai, United Arab Emirates

Brief description: Five star leisure and business hotel, part of Hyatt International, 674 rooms and 186 long stay apartments, finest function facilities (2 ballrooms, 13 meeting rooms), 14 food and beverage outlets.

Location: Tam Ky, Quang Nam, Vietnam

Brief description: Set five different departments during the pre-opening stage (Front Office, Housekeeping, Recreation, Spa, Security). Led the OS&E ordering process and setup of initial mock-up rooms. Ensured the implementation of Sheraton and Marriott brand service and safety standards. Worked with Revenue Manager on setting up the Room structure / categories and preparing the PMS for the opening of the hotel. Set up the major hotel systems together with IT Manager. Assisted S&M team in approving the collaterals; lead the project of signage approval and installation, together with Marcom Manager. Coordinated with Chief Engineer on FLS, MEP and other major hardware issues.

Location: Beijing, China

Brief description: Driving Front Office up-sell program in cooperation with Marriott global partner (TSA Solutions). Monthly reporting and ensuring cluster goal of 2.01% up-sell vs. rooms revenue is achieved.

Location: Beijing, China

Brief description: Participating in refurbishing project which is organized to last for 10 months. The project scope includes refurbishment of all hotel rooms, public areas, restaurants, meeting rooms and ballroom.

Location: Jinghong, Xishuangbanna, Yunnan, China

Brief description: Project was done in order to enhance the quality of service at the hotel and introduce Sheraton Grand brand. Led the Front Office team in implementation of Sheraton Grand standards.

Location: Jinghong, Xishuangbanna, Yunnan, China

Brief description: As a member of organization committee, led the Front Office team during the visit of foreign and local dignitaries, Ministers of Foreign Affairs and Ambassadors of China, Vietnam, Thailand, Miyanmar, Cambodia and Laos during the establishment of Lancang-Mekong Cooperation. Focus was placed on arrival and departure experiences and coordination of butler services of VIP guests during their stay.

Location: Jinghong, Xishuangbanna, Yunnan, China

Brief description: Managed the Front Office team and been in charge of arrival and departure experience and butler services during the visit of Starwood Greater China leadership team and other VIP''s guests who visited hotel during "Sheraton Celebrates 30 Years in China" event which was organized to celebrate 30 years of having Sheraton as first international five-star hotel chain to enter China.

Location: Jinghong, Xishuangbanna, Yunnan, China

Brief description: Set the department during the pre-opening stage and successfully opened the hotel on 31st December. Led the hiring process for Front Office during the pre-opening. Hired the team of 35. Worked with Revenue Manager on setting up the Room structure / categories and preparing the PMS for the opening of the hotel. Set up the major hotel systems together with IT, Revenue and Reservation Managers. Assisted the Sales & Marketing in approving all English language material. 

Location: Abu Dhabi, United Arab Emirates

Brief description: Assisted the Front Office Manager in setting the department. Worked together with Human Resources in organizing the open day interviews.

Location: Baltimore, Maryland, United States of America

Brief description: Been part of Front Office team during the re-branding and refurbishment process of the property. After the successful opening of tower A participated in preparation for re-opening of tower B. Assisted Housekeeping during the process.

Location: Danang, Vietnam

Brief description: Helped in successful opening of the first Sheraton Grand resort in Vietnam. Assisted as a trainer and been in charge of Front Office area during the four-day countdown.

Location: Jinghong, Xishuangbanna, Yunnan, China

Brief description: Followed the Executive Housekeeper for two months during the cross exposure. Experienced working in various sections of Housekeeping (Public Areas, Rooms, Laundry).

Location: Dubai, United Arab Emirates

Brief description: Managed daily  Duty Manager shifts. Assisted the Director of Guest Services in bringing the change during the nine-month experience, which included revising of daily tasks and duties and introduction of new recognition program.

Location: Beijing, China

Brief description: The training session is focused primarily on aligning all Rooms Executive Leaders on the continent’s key discipline priorities, focuses and initiatives that will be sustained and/or rolled out, starting 2017. Key focus areas are Front Office, Housekeeping and Spa.

Location: Jinghong, Xishuangbanna, Yunnan, China

Brief description: This certificate is designed to help leaders build a culture of performance, accountability, trust and credibility and collaboration within the team.

Location: Jinghong, Xishuangbanna, Yunnan, China

Brief description: This certificate is designed to help managers conduct well structured interviews and make the right selection during the hiring process.

Location: Ithaca, New York, United States of America

Brief description: This program provides one with in-depth training in the most critical revenue management techniques and strategies that one can apply on the job immediately. It is comprised of five courses.

Location: Fesdu Island, North Ari Atoll, Maldives

Brief description: Head Of Department Track Development Program

Location: Ithaca, New York, United States of America

Brief description: The six courses in this Hospitality Marketing certificate gives one the skills one need to develop a successful hospitality marketing strategy, from initial concept to final execution.

Location: Fesdu Island, North Ari Atoll, Maldives

Brief description: World of Wow at W. The introduction to the language, lifestyle and personalized service of W brand.

Location: Ithaca, New York, United States of America

Brief description: The certificate consists of six courses that equip one with the skills one needs to lead high-performing customer service teams.

Location: Dubai, United Arab Emirates

Brief description: Westin Brand & Experience Train the Trainer Certificate

Location: Dubai, United Arab Emirates

Brief description: Employee of the month / Most appreciated associate on guest questionnaires for months of January 2011 and February 2011

Location: Singapore, Singapore

Brief description: Front Desk Up-selling program designed to help delivering incremental revenue, improved guest satisfaction and engaged teams. 

Location: Washington, D.C., United States of America

Brief description: Trainer the trainer certificate

Location: Dubai, United Arab Emirates

Brief description: The Best Up-seller for months of May, June and July 2007