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
Excellent
Kindness
Friendliness
Ability to fit to different position
Very Good
Working extra hours
Ready for learning new skills and improving
English
Dedicated Customer Service professional
Knowledge of service delivery
Proven multitasking abilities
Maintaining professional relationships
Increasing profitability
Driving business results
Customer Service Specialist
Recorded product or service failure complaints
Notified appropriate departments
Assisted customers with needs
Opening accounts
Depositing or transferring funds
Updating account details
Signing up for new services
Maintained financial accounts
Processing customer adjustments
Took payment information
Placed orders
Addressed customer complaints
Mitigated dissatisfaction
Employing timely and on-point solutions
Offered internal and external customers first-rate customer service
Maximizing satisfaction
Business success
Increased efficiency
Team productivity
Promoting operational best practices
Achieved high satisfaction rating
Proactive one-call resolutions of customer issues
Answered average of 200 calls, emails and faxes per day
Addressing customer inquiries
Solving problems
Providing product information
Depositing or transferring funds
Updating account details
Signing up for new services
Maintained financial accounts
Processing customer adjustments
Took payment information
Placed orders
Addressed customer complaints
Mitigated dissatisfaction
Employing timely and on-point solutions
Offered internal and external customers first-rate customer service
Maximizing satisfaction
Business success
Increased efficiency
Team productivity
Promoting operational best practices
Achieved high satisfaction rating
Proactive one-call resolutions of customer issues
Answered average of 200 calls, emails and faxes per day
Addressing customer inquiries
Depositing or transferring funds
Updating account details
Signing up for new services
Maintained financial accounts
Processing customer adjustments
Took payment information
Placed orders
Addressed customer complaints
Mitigated dissatisfaction
Employing timely and on-point solutions
Offered internal and external customers first-rate customer service
Maximizing satisfaction
Business success
Increased efficiency
Team productivity
Promoting operational best practices
Achieved high satisfaction rating
Proactive one-call resolutions of customer issues
Answered average of 200 calls, emails and faxes per day
Addressing customer inquiries
Moved tables and adjusted seating
Accommodate groups with special requests
Collected information from arriving customers
Seat groups or place them on waitlist
Created and implemented training programs
Enhance employee performance
Improved process efficiency
Effective inventory control
Placed orders for housekeeping supplies
Guest toiletries
Communicated repair needs to maintenance staff
Worked with front desk
Respond promptly to all guest requests
Trained and mentored all new personnel
Maximize quality of service and performance
Kept building entryway glass clean and polished
Restocked room supplies
Increased employee performance
Introduced new operational programs
Applied communication and problem-solving skills
Resolve customer complaints
Promote long-term loyalty
Maintained event cleanliness during service
Promptly clearing dishes after each course
Delivered catered food and supplies to facility
Moved tables and adjusted seating
Accommodate groups with special requests
Collected information from arriving customers
Seat groups or place them on waitlist
Took reservations and to-go orders by phone
Answered customer questions
Informed of accurate wait times
Assigned patrons to tables suitable for needs
Restaurant section rotation
Cultivated positive guest relations
Managing information
Orchestrating speedy seating
Checked and restocked server areas
Organized and got change for front counter
Supported servers, food runners and bussers
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
Worked with front of house staff
Cleaning spills
Assisted wait staff with timely food delivery
Guest requests
Set up advertising signs and displays
Collected trash
Wiped up spills
Removed trays
Transported dirty utensils, dishes and trays to kitchen
Presented updated itineraries
Answered customer telephone calls promptly and appropriately
Quickly answered calls and routed to proper guest or department
Provided services efficiently and with high level of accuracy
Developed excellent relationships with managers and fellow team members
Checked dining area supplies, including linens and wrapped silverware
Replenished low stock
Worked quickly
Communicated with other staff
Always looked for better ways of completing tasks
Improved productivity
Kept tables ready for incoming guests
Improved customer satisfaction rates
Answering customers' questions
Resolving issues efficiently
Organized and cleaned assigned sections
Sanitizing and cleaning table, counter and kitchen surfaces
Delivered exceptional guest experiences
Attentive service
Quick response to issues
Provided smooth and timely service to customers
Providing additional silverware
Extra napkins
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