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)
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Functions as the strategic business leader of the property's Rooms Operations. Areas of responsibility include Front Office, , Recreation/Health Club and Housekeeping. Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms Operations meet the brand’s standards, targets customer needs, ensures associate satisfaction, focuses on growing revenues and maximizes the financial performance of the department. As Rooms operations manager, develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and associates and provides a return on investment to the owner and Marriott International.

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.

• Representing the St Regis brand and undertaking all duties with impeccable service levels and attention to detail
• Meeting and greeting guests and all visitors to the hotel
• Organizing tours and sightseeing requirements for guests
• Providing hotel and tourist information for guests
• Providing information regarding flight ticket and visiting visa handling
• Coordinating transportation arrangements by hotel and limousine service company
• Managing luggage storage records
• Managing Bellmen and Chauffeurs
• Organizing guest’s transportation, excursions and activities
• Undertaking bookings of car rentals, tennis courts, bikes and other facilities for guests
• Providing training to new team members
• Formulating new procedures in pursuit of improved service

• Greeting guests in a friendly, polite and courteous manner
• Maintaining personal knowledge by completing in-house training and workbooks
• Using communication skills to interact with guests and visitors from all over the world
• Helping guests with their baggage
• Showing guests to their rooms
• Making travel arrangements and restaurant reservations
• Overseeing Club Lounge and ensuring its upkeep
• Being proactive; responding to problems quickly and efficiently
• Contributing to hotel-wide promotions, e.g. Qatar National Day - helping to ensure a memorable stay for guests.

• Customer service, in store, via téléphone and email
• Sales and store management
• Purchasing stock and supplies
• Arranging couriers and delivery of items
• Interviewing and recruitment of new staff members
• Budget management
• Administration of payroll for all employees

• Dates (from - to) 2008-2009
• Name and address of employer Security agency Nikob Skopje, Macedonia
Occupation or position held


Dates (from - to)

Name and address of employer
Security agent
2011-2012
Speedy delevery
• Main activities and responsibilities


Dates (from-to)

Name and address of employer

Main activities and responsibilities
Delivering goods to clients
2013February-