Marija Radicevic

Being in charge and leading Front Office team of 13 including Front Desk, Guest Relations and
At Your Service (Call Center)
Creating all FO SOP’s and putting all FO procedures in place and making sure that they are
followed all the time
Configuration of GXP (Empower Guest Experience) platform
Handling all Finance related tasks including ISRA reports (audit) and ensuring all reports are
properly reviewed and checked before the deadlines
Managing department controllable expenses
Participating in reviewing monthly P&L report
Meeting the guests upon arrival and departure and providing services that are above and
beyond for customer satisfaction and retention
Handling and responding to all guest problems and complaints
Managing and conducting Human Resource activities (hiring process, observing service
behaviors of employees and provides feedback to individuals, ensuring employees are treated
fairly and equitably)
Supervising and managing FO employees in all day-to-day operations
Encouraging and building mutual trust, respect, and cooperation among team members
Ensuring recognition of employees or identifying the developmental needs and coaching if
needed
Conducts department meetings and continually communicates a clear and consistent message
regarding the Front Office goals (Mobile Guest Services, enrollment, Guest satisfaction)

Property Marriott Bonvoy Connector,
Assisting guest with inquires, screening arrivals and recognizing the opportunities for the
enrollments; setting the enrollment goals; train the team,
Handling all kind of guest complaints and Marriott Customer Care Cases,
Taking care of the Guest Satisfaction Survey (responding to the guests, driving the scores,
leading weekly GSS meeting),
GXP (Empower Guest Experience) reports, follow ups and driving the Mobile guest services
scores,
Handling Booking.com and Expedia extranet (scores, reviews and requests),
Taking care of the VIP guests (pre arrival planning/meeting, check in and check outs,
amenities requests),
Ambassador requests and coordination with Hotel Ambassador Liaison guest requests;
Meeting and greeting guests on daily basis, organizing the long stay guests events quarterly
Supervising Executive lounge, Front Desk and Concierge (leading the team of 10),
Making sure that all the standards are followed according to BSA and SOP's

Additionally, being part of demobilization team after the hotel closure for renovation:
Handling the reservation department, coordination with the other departments (Sales and
Revenue) and sister properties on relocating all existing bookings, following up with the guests.
Making sure that all guest requests are communicated with the sister properties
Following up with the finance and making sure all the payments are collected for the walked
reservations and invoices are correctly billed
Leading team of 3

Daily check in and check out
Handling the financial transactions
Night audit (checking CC transactions, city ledgers, paid outs, rate discrepancy)
Handling guest complaints, achieving the daily and monthly targets for the upsell and
enrollments for the SPG (Now Marriott Bonvoy) loyalty program