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OBJECTIVE

To find a challenging senior Rooms Division role, such as Director of Rooms, alternatively Rooms Division Manager or Assistant Director of Rooms which would meet my competencies, capabilities, skills, education and experience.

PRofile SUMMARY

  • A dynamic, result-oriented young professional
  • Trained and qualified to work in Tourism and Hospitality, with more than nine years of pre-opening, opening, re-opening, takeover / re-branding, operating and multicultural North America, Europe, Middle East, Indian Ocean and Greater China experience. Strong Starwood background and exposure to luxury and upper upscale brands, such as W Hotels, St. Regis, Park Hyatt, Grand Hyatt, Westin, Le Meridien and Sheraton.
  • Consistently achieve performance goals through enthusiasm and initiative.
  • Able to work efficiently, independently and as a team member in a fast paced hotel environment.
  • Noted for outstanding communication skills, both with guests and staff; resolve problems quickly and equitably to ensure happy guests and happy employees.

EDUCATION

Master Certificate in Hospitality Management

Cornell University, School of Hotel Administration
Jul 2012Feb 2014

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.

Bachelor of Science in Tourism

University of Novi Sad, Faculty of Sciences
Oct 1999Apr 2005

Location: Novi Sad, Vojvodina, 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.

LANGUAGES

Serbian
English
Russian
German

WORK HISTORY

Front office manager

the great wall sheraton hotel beijing
FEB 2016PRESENT

Location: Beijing, P.R. China

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

Front Office Manager in charge of Front Office, Health Club & Beauty Salon

Job summary:

  • Managing a team of 101 associates and leaders.
  • Complete in charge of the Front Office and its sections: Front Desk, Group Office, Guest Service Center, Elite Lounge, Concierge, Bell & Door Service, Business Center
  • Complete in charge of the Health Club and its sections: Sheraton Fitness, Swimming Pool, Whirl Pools, Steam Room, Sauna Room, Tennis Courts
  • Contributing to the profitability of the Hotel by ensuring effective cost controls within the Front Office, Health Club & Beauty Salon operation and by promoting Hotel services to guests. 
  • Maintaining consistent standards of service and ensuring guest satisfaction while creating a work environment that supports organizational values.
  • In charge of the Hiring process. Ensuring that employees are selected, trained, evaluated, and rewarded in compliance with existing employee management systems.

Front Office Manager (Pre-Opening, Opening)

Sheraton Grand Xishuangbanna Hotel
Jul 2014FEB 2016

Location: Jinghong, Xishuangbanna, Yunnan, P.R. 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.

Assistant FRont Office Manager

W Retreat & Spa - Maldives
Dec 2012Jan 2014

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.

Duty Manager (Pre-Opening)

The St. Regis Abu Dhabi
FEB 2012Dec 2012

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.

Duty Manager, Shift Leader, Departmental Trainer

The Westin and Le Meridien Dubai Mina Seyahi Beach Resort & Marina
Oct 2010FEB 2012

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.

Duty Manager, Night Audit Manager

Park Hyatt Washington
Jun 2009Jun 2010

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.

Front Desk Agent, Front Desk Supervisor

Sheraton Baltimore City Center Hotel
Nov 2007May 2009

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.

Guest Service Agent

Grand Hyatt Dubai
Sep 2006Sep 2007

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.

MAJOR PROJECTS & EVENTS

REFURBISHMENT PROJECT

THE GREAT WALL SHERATON HOTEL BEIJING
APR 2016Present

Location: Beijing, P.R. 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.

RE-BRANDING PROJECT

SHERATON GRAND XISHUANGBANNA HOTEL
nov 2015feb 2016

Location: Jinghong, Xishuangbanna, Yunnan, P.R. 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.

THE FIRST LANCANG-MEKONG COOPERATION (LMC) FOREIGN MINISTERS' MEETING

SHERATON XISHUANGBANNA HOTEL
NOV 2015Present

Location: Jinghong, Xishuangbanna, Yunnan, P.R. 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.

SHERATON CELEBRATES 30 YEARS IN CHINA EVENT

SHERATON XISHUANGBANNA HOTEL
MAR 2015Present

Location: Jinghong, Xishuangbanna, Yunnan, P.R. 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.

PRE-OPENING PROJECT

SHERATON XISHUANGBANNA HOTEL
jul 2014dec 2014

Location: Jinghong, Xishuangbanna, Yunnan, P.R. 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. 

PRE-OPENING PROJECT

THE ST. REGIS ABU DHABI
jan 2012dec 2012

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.

re-branding, REFURBISHMENT & RE-OPENING PROJECT

SHERATON BALTIMORE CITY CENTER HOTEL
dec 2007mar 2008

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.

CROSS EXPOSURE AND TASK FORCE EXPERIENCES

EXECUTIVE HOUSEKEEPER | CROSS EXPOSURE

Sheraton Grand Xishuangbanna Hotel
dec 2015feb 2016

Location: Jinghong, Xishuangbanna, Yunnan, P.R. 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).

DUTY MANAGER | TASK FORCE

Sheraton Dubai Creek Hotel & Towers
mar 2012DEC 2012

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.

AWARDS & CERTIFICATES

Leading Starwood Cares Culture

Sheraton Xishuangbanna Hotel
Jul 2015Jul 2015

Location: Jinghong, Xishuangbanna, Yunnan, P.R. China

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

Behavioral Interviewing Skills Certificate

Sheraton Xishuangbanna Hotel
May 2015May 2015

Location: Jinghong, Xishuangbanna, Yunnan, P.R. China

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

Hotel Revenue Management Certificate

Cornell University, School of Hotel Administration
Apr 2013Feb 2014

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.

Starwood Careers Development Program

W Retreat & Spa - Maldives
Mar 2013Jan 2014

Location: Fesdu Island, North Ari Atoll, Maldives

Brief description: Head Of Department Track Development Program

Hospitality Marketing Certificate

Cornell University, School of Hotel Administration
Nov 2012Mar 2013

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.

The Language and Lifestyle of W Service

W Retreat & Spa - Maldives
Jan 2013Jan 2013

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.

Leading Customer-Focused Teams Certificate

Cornell University, School of Hotel Administration
Jul 2012Oct 2012

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.

Employee of the month

The Westin Dubai Mina Seyahi Beach Resort & Marina
Jan 2011Feb 2011

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

Front Desk Up-selling Certificate

TSA Solutions
Nov 2010Nov 2010

Location: Singapore, Singapore

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

Hyatt on Skills

Park Hyatt Washington
Nov 2009Nov 2009

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

Brief description: Trainer the trainer certificate

The Best Up-seller

Grand Hyatt Dubai
May 2007Jul 2007

Location: Dubai, United Arab Emirates

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

COMPUTER SKILLS

High level of competency in MS Office (Word, Excel, Power Point, Access, Front Page), Opera, Reserve, Hotel Expert, FCS, Starguest Response, GEI, Open Table, Light Speed, Galaxy, Go Concierge, Photoshop, Macromedia Dreamweaver.

​HOSPITALITY AND STARWOOD SYSTEMS AND PROGRAMS I'M WELL-VERSED IN

Opera PMS --- LightSpeed Galaxy PMS --- Guest Experience Index

Starguest Response --- StarQA & LRA audits --- Starwood Preferred Guest

INTERESTS

Travelling, Music, Sports, Photography, Rollerblading, Skiing, Surfing.

LEGAL STATUS AND WORK AUTHORIZATION

Legally authorized to work in Serbia (Serbian citizen), Indonesia (through KITAS) and China (Residence permit).

REFERENCES

Tony Foo

Current position: Hotel Manager at Sheraton Grand Xishuangbanna Hotel 

Relation: Executive Assistant Manager at Sheraton Grand Xishuangbanna Hotel

Email: tony.foo@sheraton.com

Phone: 0086 138 0756 7810

Jennifer Buhr

Current position: Retired

Relation: General Manager at W Retreat & Spa - Maldives

Email: jenny.buhr@gmail.com

Phone: 00351 91 045 7090

Richard Thackrey

Current position / Relation: Director of Human Resources at The St. Regis Abu Dhabi

Email: richard.thackrey@stregis.com

Phone: 00971 55 899 0228

Saskia Evraert

Current position / Relation: Director of Guest Services at Sheraton Dubai Creek Hotel & Towers

Email: saskia.evraert@sheraton.com

Phone: 00971 50 656 8509

Jocelyn Vaz

Most recent position: Assistant Front Office Manager at Shangri-La’s Barr Al Jissah Resort and Spa

Relation: Night Manager at The Westin and Le Meridien Dubai Mina Seyahi Beach Resort & Marina

Email: jocelynvaz@hotmail.com

Phone: 0091 99 0127 5352