Igor Jordanovski

Managing once in a lifetime experience, responsible for 3000 team members and flawless execution of guest accommodations for 18 000 rooms for Qatar Global Sports event. (FIFA World Cup 2022)
Every chapter of your story is yours to write and together we can imagine tomorrows hospitality.
Do what you love, care for the world, dare to challenge the status quo.
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• Ensure seamless daily operations of residential rentals and commercial
spaces, maintaining high service standards.
• Develop and enforce policies to uphold the resorts luxury reputation.
Oversee performance in all key departments.
• Manage annual budgets for profitability and efficiency.
• Analyze financial reports to optimize revenue and control costs. Oversee
leasing and commercial revenue alignment with business goals.
• Explore business growth through marketing, partnerships, and service
upgrades.
• Work with marketing to boost occupancy and commercial foot traffic.
• Adapt strategies based on market trends in luxury hospitality and retail.

• Act as an integer role model, displaying explicit knowledge and
awareness of company standards.
• Create effectively a collaborative and inclusive environment where all
employees/colleagues are encouraged to provide input.
• Maintain product and service quality standards by conducting ongoing
evaluations.
• Maximizing financial performance.
• Efficient operation and cost control of all hotel departments and
facilities.
• Executes marketing, sales, and operational activities.

• Leading specific teams while assisting with meeting or exceeding
property goals and return of investment to the owner.

Front Office Manager
Pre - Opening Marriott Skopje Hotel ( March 2016 - Current )
Assists in managing the execution of all operations in the rooms area departments (e.g. Front Office, Engineering/Maintenance, Housekeeping) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Monitors compliance with standards and procedures. Leads specific team while assisting with meeting or exceeding property goals.

Leading Room Operations Team

• Verifies that goals are being translated to the team as they relate to guest tracking and productivity.
• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
• Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.
• Verifies that the team has the capabilities to meet expectations.
• Leads by example demonstrating self-confidence, energy and enthusiasm.
• Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.

Managing Property Rooms Operations Function(s)
• Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).
• Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
• Takes proactive approaches when dealing with employee concerns.
• Extends professionalism and courtesy to employees at all times.
• Communicates/updates all goals and results with employees.
• Meets semiannually with staff on a one-to-one basis.
• Assists/teaches the team scheduling against guest and hours/occupied room goals.
• Performs hourly job functions as needed.
• Performs other duties, as assigned, to meet business needs.

Managing and Monitoring Activities that Affect the Guest Experience
• Provides excellent customer service by being readily available/approachable for all guests.
• Strives to continually improve guest and employee satisfaction.
• Takes proactive approaches when dealing with guest concerns.
• Extends professionalism and courtesy to guests at all times.
• Responds timely to customer service department request.
• Verifies that all team members meet or exceed all hospitality requirements.

Managing Profitability
• Assists in performing required annual Quality audit with General Manager (GM) & Regional Director (RD).
• Verifies that a viable key control program is in place.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
• Strives to maximize the financial performance of the department.

Conducting Human Resources Activities
• Interviews and assists in making hiring decisions.
• Receives hiring recommendations from team supervisors.
• Verifies that orientations for new team members are thorough and completed in a timely fashion.

• Managing the check-in and check-out of guests in a friendly and timely manner
• Meeting and greeting visitors, providing excellent customer service at all times
• Ensuring the hotel reception area remains in an immaculate condition at all times
• Dealing with all enquiries in a professional and courteous manner, in person, on the telephone and via email
• Administering reservations, cancellations and no-shows in line with company policy
• Understanding current promotions and hotel pricing, to provide information to guests, on request, while maximizing bedroom sales opportunities
• Fulfilling all reasonable requests from guests to ensure their comfort, satisfaction and safety
• Conducting regular security checks throughout the day and reporting any security issues to line manager
• Providing reports, as required, for housekeepers and management
• Responsibility for evacuation procedures, acting as first point of contact for guests and the emergency services
• Adhering to all company policies and procedures and licensing laws.