Sara Petrovic
Chicago,IL
Summary
Experienced hospitality worker with 5+ years of experience in the tourism and hospitality industry. Demonstrated leadership skills and a strong ability to think resourcefully and creatively. Passionate about analyzing and forecasting market trends to drive strategic decision-making. Excels in developing and implementing innovative solutions to optimize business performance and enhance customer experiences.
Overview
6
6
years of professional experience
9
9
years of post-secondary education
3
3
Languages
Work History
Front Desk Manager
VOCO
02.2024 - 06.2024
- Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
- Prioritized safety protocols by enforcing security measures at all entrance points.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Implemented policies and procedures to maintain compliance with brand standards and local regulations.
- Ensured data accuracy through regular audits of guest profiles.
- Increased repeat business by providing exceptional service and promptly handling guest feedback.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Kept accounts in balance and ran daily reports to verify totals.
- Managed front desk maintenance of client records and lab data.
Housekeping Supervisor/Manager
Hotel Chicago
4 2023 - 01.2024
- Assisted manager in resolving problems with management
- Provided orientation and training to housekeeping staff
- Managed inventory and ordered supplies
- Issued supplies and equipment to staff
- Implemented and enforced high standards of cleanliness and hygiene in all areas of the hotel
- Offered high-quality customer service.
Customer Service Specialist
Net TV Plus
07.2021 - 03.2023
- Recorded product or service failure complaints and notified appropriate departments
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services
- Maintained financial accounts by processing customer adjustments
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Increased efficiency and team productivity by promoting operational best practices
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Answered average of 200 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Hotel Front Desk Supervisor Season
Chatham Tides Inn
02.2021 - 08.2021
- Collected room deposits, fees and payments
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours
- Resolved service-related problems and documented actions in system
- Informed guests of hotel security features and offered details regarding fire and emergency procedures
- Confirmed relevant guest information and payment methods to prevent fraud
- Prepared weekly employee work schedules for team members.
Hostess Manager
Alden & Harlow
11.2019 - 03.2021
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times
- Assigned patrons to tables suitable for needs and restaurant section rotation
- Cultivated positive guest relations by managing information and orchestrating speedy seating
- Checked and restocked server areas and organized and got change for front counter
- Supported servers, food runners and bussers with keeping dining area ready for every guest
- Managed event contracts, estimates, event profiles and post-event summaries
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
Housekeeping Supervisor
Hyatt Regency
09.2019 - 03.2020
- Created and implemented training programs to enhance employee performance
- Improved process efficiency through effective inventory control in alignment with client standards
- Placed orders for housekeeping supplies and guest toiletries
- Communicated repair needs to maintenance staff
- Worked with front desk to respond promptly to all guest requests
- Trained and mentored all new personnel to maximize quality of service and performance
- Kept building entryway glass clean and polished for professional presentation
- Restocked room supplies such as facial tissues for personal touch with every job
- Increased employee performance through effective supervision and training
- Introduced new operational programs like incentives to increase company loyalty and reduce employee turnover.
Banquet Server
Hyatt Regency Belgrade
10.2018 - 03.2019
- Applied communication and problem-solving skills to resolve customer complaints and promote long-term loyalty
- Maintained event cleanliness during service by promptly clearing dishes after each course
- Delivered catered food and supplies to facility for on-time set-up
- Smoothly circulated appetizer and drink trays around [Type] events, offering selections to guests
- Fostered enjoyable event atmosphere through friendly guest interactions
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times
- Checked on tables and drink needs while refilling water glasses and bringing supplies to customers
- Executed synchronized meal service simultaneously serving multiple guests with speed and efficiency
- Kept track of event finances, including initial deposits, due payments and final balances
- Maintained flexible work schedule including evenings, weekends and on-call to meet event needs
- Presented food and beverages on buffet tables and drink stations to meet contract specifications and level of event formality
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Education
Bachelor of Science - Tourism And Hospitality
College of Tourism And Hospitality - Serbia
10.2014 - 05.2018
Bachelor of Tourism Studies - Tourism And Hospitality
College of Tourism - Belgrade, Serbia
10.2014 - 05.2018
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Taylor Business Institute
01.2023 - Current
Skills
Responsible
Websites
References
- Gerardo Ortiz, +17738028407
- Andres Olivares, +19853179387
- Hei Hotels and Resorts, Hyatt Regency
Affiliations
- International Association of Administrative Professionals
Timeline
Front Desk Manager
VOCO
02.2024 - 06.2024
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Taylor Business Institute
01.2023 - Current
Customer Service Specialist
Net TV Plus
07.2021 - 03.2023
Hotel Front Desk Supervisor Season
Chatham Tides Inn
02.2021 - 08.2021
Hostess Manager
Alden & Harlow
11.2019 - 03.2021
Housekeeping Supervisor
Hyatt Regency
09.2019 - 03.2020
Banquet Server
Hyatt Regency Belgrade
10.2018 - 03.2019
Bachelor of Science - Tourism And Hospitality
College of Tourism And Hospitality - Serbia
10.2014 - 05.2018
Bachelor of Tourism Studies - Tourism And Hospitality
College of Tourism - Belgrade, Serbia
10.2014 - 05.2018
Housekeping Supervisor/Manager
Hotel Chicago
4 2023 - 01.2024
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