Zerina Softic
Fairview Heights,US
Summary
Knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
14
14
years of professional experience
Work History
General Manger
Holiday Inn Express & Suites Alton
Alton, IL
10.2024 - Current
- Analyzed market trends to inform business decisions and strategies.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Tracked monthly sales to generate reports for business development planning.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Structured HR consulting services to support clients during organizational developments and changes.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Formed and sustained strategic relationships with clients.
- Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
General Manager
Holiday Inn Express and Suites
St. Louis, MO
09.2022 - 11.2024
- Ensuring financial efficiency through budget management.
- Managed and organized financial and statistical data.
- Set and met sales and profit targets.
- Streamlined workforce growth through talent acquisition, effective training strategies, and ongoing employee performance monitoring.
- Managed team and individual scheduling efficiently.
- Delivered seamless resolutions to guest-related challenges.
- Applied diagnostic skills to efficiently address technical challenges.
- Managed operational details for seamless event and conference execution.
- Implemented strategies to maintain the value and condition of hotel resources.
- Oversaw maintenance, supplies, renovations, and furnishings.
- Fostered strong connections with contractors, vendors, and suppliers.
- Guaranteed consistent adherence to safety protocols, creating a protected space for stakeholders.
- Performed regular checks on property in compliance with company requirements.
- Maintain property alignment with brand standards and service expectations.
- Maintained adherence to licensing laws, health and safety guidelines, and statutory regulations.
- Handled diverse responsibilities to achieve company objectives.
HR Manager/ Assistant General Manager
Holiday Inn St. Louis - Downtown Conv Ctr
St. Louis, MO
06.2021 - 09.2022
- Assisted in the development of performance management systems including goal setting, performance reviews, corrective action plans and disciplinary procedures.
- Aligned HR policies with federal and local regulations.
- Resolved conflicts between different departments or personnel using sound judgment to maintain a harmonious work environment.
- Used HR website and other media to communicate HR processes, increasing understanding and consistent use.
- Developed hiring and recruitment policies to drive transparent and fair hiring process for selecting candidates on basis of merit and relevance with job.
- Initiated employee evaluation process and recommended policy changes to help staff progress toward desired readiness goals.
- Evaluated current HR processes and recommended changes when necessary to improve efficiency.
- Collaborated with department managers to develop comprehensive training programs that meet the needs of each individual team member.
- Attended conferences, workshops and special events to recruit qualified candidates for company.
- Supported top talent identification processes by interviewing candidates and executing onboarding, orientation, and benefits processes.
- Managed full-cycle human resource operational activities to maximize HR employee performance.
- Kept informed on tax law changes that applied to payroll process.
- Tracked and processed employee vacation, sick leave, and other time off requests.
- Audited, reviewed and compiled payroll reports, records and related summaries.
- Implemented and maintained payroll systems, ensuring accuracy and timeliness of data.
Executive Housekeeper
Holiday Inn Forest Park
St. Louis, MO
03.2021 - 06.2021
- Recruited, trained, and scheduled employees effectively.
- Facilitated clear communication of role responsibilities.
- Review and manage compensation activities; uphold procedures effectively.
- Enhanced productivity, quality output, and customer satisfaction through implementation of targeted standards.
- Conducted regular inspections of all guestrooms to ensure quality control standards are met.
- Maintained inventory levels of cleaning products, linen, uniforms and other related items needed for daily operations.
Dual Executive Housekeeper for Courtyard and Residence Inn by Marriott
Midas Hospitality
St. Louis, MO
01.2020 - 06.2020
- Recruited, selected, trained, assigned, and scheduled employees.
- Set clear job expectations through effective planning and monitoring.
- Planned and evaluated compensation measures to align with organizational goals.
- Formulated and executed action plans to meet production, productivity, quality, and customer service standards.
Executive Housekeeping Manager
River City Casino and Hotel
St. Louis, MO
09.2017 - 09.2019
- Recruited, selected and trained employees while scheduling assignments.
- Monitored performance and appraised achievements.
- Developed and evaluated compensation plans, ensuring adherence to regulations.
- Develop and execute action plans to meet production, productivity, quality, and customer service standards.
- Monitored and scheduled expenditures while analyzing variances for financial optimization.
- Established, enforced, and assessed policies to enhance procedural efficiency.
- Implemented changes based on evaluation of processes and layout needs.
- Enhanced a healthy work environment through consistent compliance with regulations.
- Enhanced career knowledge by engaging with key professional publications and resources.
- Executed tasks to meet organizational milestones and strategic goals.
- Surpassed labor budget targets consistently.
Front Office Supervisor
River City Casino and Hotel
St. Louis, MO
04.2017 - 09.2017
- Promoted retention of a highly skilled workforce, contributing to team success.
- Coordinated and supervised activities of Hotel Front Office personnel to ensure quality guest service.
- Supported school director and teaching staff by greeting visitors, taking messages, responding to emails, and completing clerical tasks.
- Implemented policies and procedures related to the front office operations.
- Guided employees in handling difficult or complex problems.
- Evaluated employee performance reviews on an ongoing basis and provided feedback accordingly so that staff members could continue improving their skillset over time .
- Assessed daily operational needs of the front desk team including staffing requirements, supplies ordering, maintenance requests, thus ensuring smooth running of all processes involved .
Personal Banker II
Commerce Bank
Belleville, IL
12.2016 - 04.2017
- Enhanced customer interactions while fulfilling Commerce Bank's standards.
- Obtained and assessed customer information to formulate recommendations.
- Advocate for bank products and services aligned with client needs.
- Enhanced engagement by applying cross-selling techniques during client discussions.
- Safeguarded operations by verifying for fraud.
- Oversaw sales interactions and service transactions.
- Complied with regulations under the S.A.F.E. Act through NMLS registration.
- Analyzed customer credit data and other financial information to identify solutions that aligned with customer needs.
Front Desk Supervisor
DoubleTree by Hilton
Collinsville, IL
01.2016 - 12.2016
- Deliver information on hotel facilities and accommodations to meet Hilton's standards.
- Supervised Front Office shifts to ensure adherence to Hilton operating procedures.
- Guided employees in handling difficult or complex problems.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Delegated work to staff, setting priorities and goals.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
Rooms Controller
Hilton St.Louis at the Ballpark
St. Louis, MO
04.2015 - 01.2016
- Developed and executed effective booking strategies to maximize guest satisfaction.
- Provided tailored services to regular patrons as per company guidelines.
- Conducted daily audits of all front office transactions.
- Fielded guest issues and complaints and reported to employees or general manager.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Confirmed room rates and verified match to market codes and company expectations.
- Met with VIPs to provide specialized services.
- Confirmed reservations, sold upgrades, assigned rooms and issued keys quickly and efficiently to achieve positive experience for guests.
- Updated guest profile information regularly in the system.
- Collaborated with internal teams such as marketing, finance and operations departments in order to ensure successful execution of projects from start to finish.
- Developed key customer relationships to increase sales.
- Performed follow-up calls with customers after each sale was completed.
- Developed and implemented processes to ensure accurate data entry into the customer relationship management system.
Front Desk Agent
Hilton St.Louis at the Ballpark
St. Louis, MO
01.2015 - 04.2015
- Delivered reception services to ensure seamless guest experiences from arrival to departure.
- Enhance guests' first impressions.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Kept accurate records of guest transactions.
- Addressed customer needs in a timely manner.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
3rd Key Manager
Perfumania
St. Louis, MO
10.2014 - 01.2015
- Directed, monitored and evaluated daily operations of store staff.
- Maintain efficient and professional store management at all times.
- Focused on driving sales growth across daily, weekly, and monthly cycles.
- Enforced company standards for selling, customer service, and merchandising.
Training Manager
Gold Stop, LLC
St. Louis, MO
03.2011 - 10.2014
- Led customer interactions, employee supervision, and managed payroll activities effectively.
- Analyzed training needs to develop new programs or modify and improve existing.
- Maintained up-to-date records of employee training activities within the organization's database system.
- Coordinated team leader motivational initiatives to incentivize professional growth and program improvements.
- Collaborated with subject matter experts, vendors and third-party training providers to support learning and development strategy.
- Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
- Monitored progress of trainees through feedback from managers and supervisors.
Education
BA - Criminology and Criminal Justice
University Of Missouri
St. Louis, MO01.2014
Skills
- Professional Development
- Workforce Performance Optimization
- Effective Time Management
- Event Coordination
- Talent Acquisition
- Leadership Experience
- Comprehensive Administrative Support
- Hospitality Operations Management
- Payroll Management
- Risk Mitigation Strategies
- Revenue and Expense Management
- Human Resources Management
- Sales Forecasting Expertise
- Relationship Management
- Account Relationship Development
- Strategic Revenue Management
- Human Resources Management
Personal Information
Work Permit: Authorized to work in the US for any employer
Additionalinformation - Specialties
- Employee Relations
- Customer Service
- Training & Development
- Microsoft Office, Word, Excel, PowerPoint, Access, & Outlook
- Exceptional communication skills
- Fluent in Bosnian
Assessments
Customer focus & orientation, Highly Proficient, 08/21
Timeline
General Manger
Holiday Inn Express & Suites Alton
10.2024 - Current
General Manager
Holiday Inn Express and Suites
09.2022 - 11.2024
HR Manager/ Assistant General Manager
Holiday Inn St. Louis - Downtown Conv Ctr
06.2021 - 09.2022
Executive Housekeeper
Holiday Inn Forest Park
03.2021 - 06.2021
Dual Executive Housekeeper for Courtyard and Residence Inn by Marriott
Midas Hospitality
01.2020 - 06.2020
Executive Housekeeping Manager
River City Casino and Hotel
09.2017 - 09.2019
Front Office Supervisor
River City Casino and Hotel
04.2017 - 09.2017
Personal Banker II
Commerce Bank
12.2016 - 04.2017
Front Desk Supervisor
DoubleTree by Hilton
01.2016 - 12.2016
Rooms Controller
Hilton St.Louis at the Ballpark
04.2015 - 01.2016
Front Desk Agent
Hilton St.Louis at the Ballpark
01.2015 - 04.2015
3rd Key Manager
Perfumania
10.2014 - 01.2015
Training Manager
Gold Stop, LLC
03.2011 - 10.2014
BA - Criminology and Criminal Justice
University Of Missouri
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