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Experience level:
More than 5 years
Education level:
Languages:
Russian: Native
English: B2
Serbian: A1
I am an experienced service and project management professional with a strong background in 5-star hospitality, including front office operations, quality systems, and process automation.
I have successfully led teams of up to 100 people, reduced check-in time by 25%, and improved NPS through data-driven service projects.
I am currently planning a move to Serbia and looking for a strategic role in service or relationship management where I can apply my expertise in a new dynamic environment.
Key tasks:
– Guest reception and placement
– Room stock sales
– Maintaining reporting documents
– Training new employees
– Additional service sales
Deputy Head of Service Department 11/2023 – 11/2024
Key tasks:
– Organization and supervision of front office operations, including
directions: • Reception • Premium Service • Porters, club car drivers,
parking attendants, managing a team of 100 people
– Budget planning and allocation for Cost Centers, achieving planned targets
– Implementation and maintenance of guest service standards
– Implementation of measures for process optimization, leading lean
production projects
– Monitoring guest experience at all contact points in the complex
Key results:
– Description of new Standard Operating Procedures (SOPs) and premium
service regulations, service renovation
– Restructuring of Service Performance Indicators, which increased the Net
Promoter Score (NPS), guest survey, reduced % of negative reviews
– Automation of the process for tracking room readiness to accelerate the
check-in process
– Development of a new employee onboarding system
– Participation in the project team for renovating the room stock
– Participation in the project team for opening a new object
Service Manager 03/2023 – 11/2023
Key tasks:
– Control of Front Office operations, management of a team of 100 people
– Employee training and development
– Process automation and configuration
– Department project implementation
– Service level improvement
– Guest conflict resolution
Key results:
– BI implementation for service metrics control
– Reduction in negative feedback on front office performance by 15%
– Check-in time reduction by 25%
– Completed 40 hours of state requalification program in hospitality service
Feedback Specialist 11/2022 – 03/2023
Key tasks:
– Customer experience research
– Business process changes based on analysis of guest feedback from all
available sources
– Company reputation management
– Quarterly presentation creation based on feedback
– Handling of force majeure situations and minimization of reputational risks
for the company
Key Results:
– BI implementation as an element of process automation
– t-NPS improved by 10%
– More than 25 fundamental operational processes of the hotel were
modified
Guest relation Agent 05/2022 – 11/2022
Key tasks:
– Individual guest resort support
– Execution of management instructions
– Conflict resolution, restoring guest loyalty
– Room stock sales and additional services
Key tasks:
– Work on a project to create a quality management system
– Formation the CJM of resort
– Conducted regular service monitoring of all resort facilities, on-site and
remote quality checks
– Worked with facility management to eliminate non-conformities and
improve processes, implementing projects
– Work focused on increasing response rate and NPS
– Managing reporting
– Analyzed audit data and guest feedback, and developed strategic
recommendations for the hotel leadership recommendations for the hotel
leadership
Key Results:
– Described service maps for the resort (over 20 points)
– Updated service monitoring programs
– Developed 13 service projects for hotels
Front Office Manager
Key tasks:
– Managing Front Office: administrators, night managers, bellhops, drivers
– Overseeing financial operations
– Staff selection and adaptation
– Business process description
– Business process automation
– Work with feedback
– Service project implementation
Key results:
– Wrote the full set of working documentation for the service (instructions,
regulations, SOPs, etc.)
– Trained and on boarded 80% of the team from scratch
– Initiated and launched the project for automating transfer work. Objective:
implementation of accounting forms and application submission, automatic
slot allocation, and service allocation in credit
Project Manager 01/2026 – Present
Key tasks:
•Managed the complete project execution for the construction and
outfitting of a 5-star hotel with over 900 rooms.
•Prepared comprehensive project documentation.
•Developed the overall project concept.
•Oversaw the entire procurement cycle.
•Collaborated effectively with partners, designers, and construction teams.
Control Manager of the hotel management company 07/2025 – 12/2025
Key tasks:
– Control and coordination of procurement activities for construction and
existing standalone objects
– Management of financial reporting
– Conducting audits of objects
– Monitoring the operation of existing objects, interaction with the
management company
Key results:
– Developed and implemented the policy on the procedure for procurement
procedures within the organization
– Conducted a full audit cycle on expenses for outfitting room stock and
public zones
– Developed and implemented the policy on interaction between the client
and representatives of author supervision
Process management
Business process description
Analytical thinking
Cost optimization
Power BI
Budget control
Training and development
Procurement optimization
Meeting coordination