ANA PETROVIC

Promoted to oversee room assignments, collaborate with key departments, and support front desk operations

• Room Assignment & Coordination: Ensure room assignments meet guest preferences and operational needs, working closely with the Front Desk, Revenue Management, and Sales & Marketing teams to optimize room availability and occupancy.
• Cross-Department Collaboration: Partner with Revenue Management to adjust availability based on occupancy and demand. Work with Sales & Marketing to coordinate special requests, group bookings, and VIP accommodations.
• Guest Services & Problem Resolution: Ensure guest needs are met by efficiently managing room assignments and resolving any issues. Support the handling of guest complaints and requests to enhance overall satisfaction.
• Guest Recognition & Loyalty: Assist in maintaining guest recognition programs, tracking preferences to enhance repeat business and improve guest retention.
• Support Front Desk Operations: Assist Front Office Managers in daily front desk tasks, ensuring smooth operations and excellent guest service. Provide support in the absence of Front Office Managers.
• Team Leadership & Development: Lead by example, providing guidance and training to the front desk staff, fostering a positive team environment, and addressing employee concerns to maintain high service standards.

• Lead & Manage Guest Experiences: Ensure an exceptional guest experience by providing personalized, five-star service during both arrival and departure. Consistently deliver warm, professional, and efficient service to make guests feel valued and cared for throughout their entire stay.
• Guest Relations & Communication: Build strong rapport with guests by actively listening and anticipating their needs, resolving issues promptly, and handling special requests with attention to detail. Enhance customer loyalty by creating memorable experiences and maintaining frequent communication with return guests to ensure their preferences are met.
• Operational Excellence: Oversee guest check-ins and check-outs, ensuring smooth, efficient, and accurate processes. Take proactive steps to resolve issues or concerns swiftly, turning challenges into opportunities to enhance guest satisfaction.
• Room Assignment & Coordination: Ensure proper coordination of room assignments, taking into account guest preferences, room availability, and operational efficiency. Manage reservations and room allocations with precision to maximize occupancy and guest satisfaction.
• Training & Staff Development: Spearhead the development and implementation of weekly training topics to maintain high service standards across the front desk team. Actively lead and participate in training sessions to ensure all team members are equipped to provide exemplary service and effectively manage guest recoveries.
• Brand Representation: Uphold the luxury standards of The Windsor Court by delivering consistent, high-quality service at every guest interaction, aligning with the hotel's reputation for excellence.

• Assisted in Front Desk Operations: Supported daily front desk functions, gaining hands-on experience in guest check-ins, check-outs, and reservation management, while ensuring smooth and efficient operations in a luxury hotel environment.
• Guest Relations & Service Standards: Observed and contributed to guest interactions, learning how to deliver personalized service and resolve guest inquiries, ensuring a high level of satisfaction throughout their stay.
• Operational Support: Assisted with administrative tasks, room assignments, and managing guest requests, contributing to the seamless coordination of front desk operations.
• Collaboration with Management: Worked closely with senior staff to implement strategies aimed at enhancing guest satisfaction, identifying opportunities for process improvements, and contributing ideas for elevating the guest experience.

• Reservations System Management: Gained hands-on experience with the hotel's reservations system, optimizing room inventory and identifying opportunities to maximize revenue by managing bookings and adjusting availability in real time.
• Sales & Service Excellence: Developed strong sales techniques while maintaining a high standard of service, ensuring guests received personalized attention and seamless booking experiences that aligned with the hotel's luxury reputation.
• Booking Management: Efficiently handled various reservation tasks, including booking, modifying, and canceling reservations, while providing accurate information and meeting guests' needs with professionalism.
• Customer Transactions & Communication: Processed incoming customer inquiries and transactions in a timely and efficient manner, ensuring all interactions were accurate, courteous, and in line with the brand's standards of excellence.

• Administrative Support: Assisted in the daily operations of the Housekeeping department, performing administrative tasks to ensure smooth and efficient operations while maintaining the hotel's high hospitality standards.
• Coordination & Scheduling: Supported the coordination of housekeeping schedules, room assignments, and inventory management, ensuring that rooms were serviced promptly and to the highest cleanliness standards.
• Guest & Employee Interaction: Engaged with both guests and staff with a focus on attentiveness, friendliness, and professionalism, contributing to a positive and service-driven atmosphere throughout the hotel.
• Operational Efficiency: Helped maintain organization within the department by tracking room status, ensuring timely completion of cleaning tasks, and assisting with special guest requests to enhance the overall guest experience.

• Leadership & Team Management: Led the front desk team to deliver consistently exceptional service, ensuring a seamless guest experience while upholding high standards of professionalism and hospitality.
• Operational Excellence: Streamlined check-in/check-out procedures, improving operational efficiency and reducing wait times, resulting in enhanced guest satisfaction and smoother daily operations.
• Staff Supervision & Development: Managed team schedules, provided ongoing training, and conducted regular performance evaluations to optimize staff performance, foster professional growth, and ensure that service standards were consistently met.
• Guest Satisfaction & Problem Resolution: Ensured that all guest inquiries, requests, and issues were handled promptly and professionally, cultivating a positive and welcoming environment that encouraged repeat business.
• Continuous Improvement: Worked closely with other hotel departments to identify opportunities for process improvements, contributing to the overall operational success and guest experience at the property.

• Guest Service & Support: Provided personalized assistance to guests with reservations, check-ins, check-outs, and inquiries, ensuring a smooth and welcoming arrival and departure experience.
• Cross-Department Collaboration: Worked closely with housekeeping and maintenance teams to address guest requests, ensure room readiness, and promptly resolve any issues, enhancing overall guest satisfaction.
• Operational Efficiency: Managed guest check-in/check-out procedures efficiently, handling payment transactions, updating guest records, and ensuring all details were accurate and up to date.
• Problem Solving & Guest Relations: Acted as a point of contact for guests, addressing any concerns or special requests, and ensuring a positive and memorable stay through proactive service and attention to detail.

• Front Desk Operations: Gained practical experience in daily front desk tasks, including guest check-in/check-out, managing room assignments, and processing payments with accuracy and efficiency.
• Guest Relations & Problem Resolution: Assisted in addressing guest concerns and resolving issues promptly, ensuring a high level of guest satisfaction throughout their stay.
• Operational Support: Supported the front desk team with administrative duties, updating guest information, and coordinating with other hotel departments to meet guest needs and ensure seamless service.
• Guest Experience Enhancement: Contributed to creating a welcoming atmosphere by providing exceptional customer service and ensuring all guest interactions were handled with professionalism and courtesy.