Filip Belicev

Front Office Expert The St. Regis Belgrade – Marriott International

• Currently employed at The St. Regis Belgrade, one of Marriott’s most prestigious luxury brands, known globally for bespoke service and timeless elegance.
• Act as a key point of contact for guests, delivering personalized service that reflects the St. Regis philosophy of anticipatory hospitality and exceeding expectations.
• Handle all aspects of front office operations including VIP check-ins, room assignments, problem resolution, and coordination with Butler Service, Housekeeping, and Concierge teams.
• Ensure full compliance with St. Regis and Marriott brand standards, including usage of GXP (Guest Experience Platform), Opera PMS, and Mobile Key technology.
• Proactively manage guest profiles and preferences, ensuring seamless service continuity for repeat and loyal Bonvoy Elite guests.
• Contribute to the pre-opening training and establishment of service rituals, setting the tone for excellence in guest relations and front office performance.
• Represent the front office team in daily briefings and assist in mentoring junior colleagues in luxury brand standards and guest interaction protocols.
• Uphold the legacy of St. Regis through attention to detail, grace under pressure, and unwavering commitment to exceptional hospitality.

Front Office Agent → Front Office Supervisor Metropol Palace Belgrade – Formerly part of The Luxury Collection by Marriott International

• Started as a Front Office Agent and was promoted to Front Office Supervisor due to consistent performance and leadership in guest service operations.
• Provided high-level service in line with Marriott Luxury Collection standards, ensuring an exceptional experience for both VIP and corporate guests.
• Supervised front desk team, managed daily operations, and ensured compliance with Marriott’s brand procedures including check-in, billing, and complaint handling.
• Took an active role in training staff and adapting procedures during the hotel’s transition out of Marriott’s Luxury Collection, maintaining service quality during organizational change.
• Collaborated with management on rebranding efforts, updating internal procedures and guest communication while preserving luxury service standards.
• Coordinated closely with reservations, housekeeping, and guest services to ensure operational consistency and a seamless guest journey.
• Maintained familiarity with Marriott Bonvoy, GXP platform, and Opera PMS, and helped the team adjust workflows post-transition.
• Played a key role in maintaining guest satisfaction and team morale during a complex brand exit period.

• Worked as a front desk receptionist in a locally renowned boutique hotel in central Belgrade, providing personalized service to both domestic and international guests.
• Managed check-in/check-out procedures, responded to guest inquiries, and ensured a smooth and welcoming experience throughout the guest journey.
• Actively participated in room sales and upselling efforts by providing tailored offers and recommendations based on guest preferences.
• Handled direct reservations via phone, email, and online channels (OTAs), ensuring accurate booking entries and maintaining high occupancy levels.
• Collaborated closely with the housekeeping and F&B teams to ensure timely communication and guest satisfaction.
• Gained experience with hotel reservation systems and developed skills in both customer service and accommodation sales.
• Contributed to positive guest reviews and repeat business through a proactive and guest-focused approach.

• Worked as a hotel server in the F&B department at Mercure Belgrade, part of the global Accor Hotels group, known for its strong service culture and international hospitality standards.
• Delivered professional and courteous service in the restaurant and bar, including à la carte service, breakfast operations, and room service, ensuring guest satisfaction in line with Accor brand expectations.
• Maintained high hygiene and safety standards, managed orders efficiently, and collaborated with kitchen staff to ensure timely service.
• Developed strong interpersonal and multitasking skills in a fast-paced hospitality environment serving both leisure and business travelers.
• Completed cross-training in the Sales Department, assisting with corporate client communication, event coordination, and preparation of offers and contracts.
• Gained insight into the commercial side of hotel operations and strengthened understanding of customer relationship management within the Accor network.
• Contributed to a team-oriented atmosphere focused on guest experience and brand consistency.

• Completed a 8-month front office internship at Holiday Inn Express, an internationally recognized brand under the IHG Hotels & Resorts portfolio.
• Greeted and checked in guests in accordance with IHG service standards, ensuring a smooth and professional arrival experience.
• Handled reservations, billing, and guest inquiries using the IHG property management system (Opera or relevant PMS).
• Assisted in managing daily front desk operations while coordinating with housekeeping and maintenance to fulfill guest needs promptly.
• Ensured compliance with IHG brand guidelines related to guest service, data privacy, and safety protocols.
• Strengthened communication and problem-solving skills in a fast-paced, guest-focused environment, with emphasis on brand consistency and service excellence.
• Gained first-hand experience in IHG loyalty programs (IHG Rewards Club) and assisted in promoting membership benefits to guests.

• Successfully completed a 5-month cross-departmental internship covering Front Office, Guest Services, and Food & Beverage operations.
• Performed check-in/check-out procedures, handled guest inquiries, and supported the reservations and billing process at the front desk.
• Assisted in guest relations and concierge services, providing local recommendations and coordinating with other departments to ensure guest satisfaction.
• Worked in the F&B department, including breakfast service, room service, and bar support, ensuring high standards of hygiene and service.
• Developed multitasking, adaptability, and communication skills while working in a dynamic, multicultural hospitality environment.
• Collaborated closely with hotel staff and management to maintain smooth day-to-day operations and ensure a high-quality guest experience.