Opera PMS
Ivan Radočaj
Hospitality Professional
Munich
Summary
With a proven track for over 8 years in upscale hospitality industry, I excel in enhancing guest satisfaction and streamlining operations. My expertise in guest relations and complaint handling, combined with a knack for upscale hospitality and teamwork, has consistently elevated the guest experience, demonstrating dependability and a commitment to excellence in the hospitality sector.
Overview
11
11
years of professional experience
4
4
Languages
Work History
Bell Captain
Rosewood Hotels And Resorts L.L.C.
09.2023 - Current
- Improved team communication by conducting regular meetings with bell staff to discuss performance and address concerns.
- Actively participated in developing strategies that improved the overall efficiency of the Bell Captain department.
- Addressed any guest complaints or issues related to the Bell Captain role, resolving problems quickly and professionally.
- Implemented an efficient system for tracking luggage storage, reducing misplaced items and improving overall guest experience.
Personal Concierge
The Ritz-Carlton Yacht Collection
06.2021 - 07.2023
- Create an atmosphere of hospitality and professionalism, accommodating special requests, when possible, quickly resolving concerns, and scheduling excursions.
- Respond to guest needs quickly and accurately, offering endorsements for local restaurants, museums, attractions, and directions.
- Communicate directly with guests regarding luggage storage and packages, working closely with bell staff to ensure safe handling of all baggage and personal deliveries.
- Build relationships with local contacts and vendors, constantly building a base of knowledge to support guests.
Guest Services Officer
Princess Cruise Lines Ltd.
12.2017 - 01.2020
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Handled guest complaints with professionalism, working to find satisfactory resolutions in a timely manner.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
- Contributed to revenue growth by identifying opportunities for upselling additional services during the booking process or at check-in/check-out times.
Front Desk Agent
Hilton
06.2017 - 12.2017
- Increased customer loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
Concierge
The Ritz-Carlton Hotel & Spa
02.2014 - 03.2017
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
Education
No Degree - International Business
Faculty of International Economics
Belgrade, Serbia 04.2001 -
High School Diploma -
High School of Mechanical Engineering
Pancevo. Serbia 04.2001 -
Skills
Dependability
Guest relations
Complaint handling
Lost and found procedures
Hotel operations
Tourism knowledge
Security awareness
Foreign language proficiency
Local area expertise
Guest services
Effective organization
Team oversight
Upscale hospitality
Teamwork and collaboration
Software
Windows Office
Golden Keys Concierge PMS
Timeline
Bell Captain
Rosewood Hotels And Resorts L.L.C.
09.2023 - Current
Personal Concierge
The Ritz-Carlton Yacht Collection
06.2021 - 07.2023
Guest Services Officer
Princess Cruise Lines Ltd.
12.2017 - 01.2020
Front Desk Agent
Hilton
06.2017 - 12.2017
Concierge
The Ritz-Carlton Hotel & Spa
02.2014 - 03.2017
No Degree - International Business
Faculty of International Economics
04.2001 -
High School Diploma -
High School of Mechanical Engineering
04.2001 -