Natacha Krstovic
Miami Beach
Summary
Experienced multilingual hospitality leader with a strong focus on delivering exceptional guest experiences, leading high-performing teams, and driving revenue growth. Demonstrated success in luxury hotel operations, specializing in staff development, customer satisfaction, and strategic planning. Fluent in English, French, and Spanish. Passionate about fostering a culture of excellence, innovation, and inclusivity.
Overview
22
22
years of professional experience
Work History
Yacht Rental Broker
OCEAN BOAT ENTERTAINMENT
01.2018 - Current
- Understanding client preferences, including budget, desired destinations, vessel specifications, and any additional requirements
- Identifying available yachts that match client preferences, considering size, amenities, crew, and location
- Hiring employees for yachts owners and charters
- Negotiating terms between the client and yacht owner, finalizing charter agreements, terms, and pricing
- Collaborating with clients to create customized itineraries, considering travel routes, destinations, food preferences and onboard activities
- Coordinating all logistical aspects, including payments, contracts, insurance, and any special requests
- Providing ongoing support to clients throughout the charter period, addressing any concerns or needs that arise
- Building and maintaining relationships within the yachting industry, promoting available charters and expanding clientele
- Ensuring compliance with industry regulations, licenses, and legal requirements for yacht charters in various locations
- Handling unexpected issues or emergencies during charters, offering quick and effective solutions
- Gathering feedback from clients and using it to enhance future charter experiences and services
DJ Agent and Booking Manager
PRESTIGE VIP MIAMI
01.2016 - 01.2018
- Representing the DJ's interests and negotiating contracts on their behalf
- Establishing connections with event organizers, clubs, and venues to secure gigs
- Marketing the DJ's brand, music, and performances to attract more opportunities
- Helping in planning the DJ's schedule, strategizing career moves, and managing their professional image
- Coordinating bookings, manages the DJ's calendar, and ensures logistical details are in place for each event
- Dealing with contracts, rider requirements, and financial negotiations
- Organizing travel arrangements, accommodations, and technical setups for performances
- Acting as a liaison between the DJ, promoters, and venues to ensure smooth collaboration
Hotel Quality Consultant
LRA Worldwide
01.2014 - 01.2016
- Overseeing and improving quality control systems, ensuring adherence to standards, and implementing best practices to enhance product and service quality
- Assessing existing processes, identifying inefficiencies or areas for improvement, and devising strategies to optimize workflows
- Conducting audits (brand standards, condition and cleanliness) to ensure compliance with regulations, industry standards and company-specific quality guidelines
- Analyzing quality-related data to identify trends, patterns, and root causes of issues, then informing and implementing corrective actions to the Hotel Management
- Providing training programs and guidance to teams to ensure understanding and implementation of quality protocols and standards
- Maintaining documentation of quality procedures, preparing reports on quality metrics, and presenting findings to General Manager and Headquarter
- Booking all travel arrangements: flights, hotels and car rentals
Front Office Manager/Director
Soho Beach House
01.2011 - 01.2014
- Supervising and managing front desk staff, including training, scheduling, and performance evaluation
- Ensuring excellent customer service by addressing guest concerns, managing special requests, and maintaining high satisfaction levels
- Overseeing daily front office operations, such as check-ins, check-outs, reservations, and ensuring smooth workflow
- Budgeting, forecasting, and monitoring expenses related to the front office department
- Implementing and enforcing company policies, procedures, and standards to ensure compliance and efficiency
- Coordinating with other departments, such as housekeeping and maintenance, to ensure seamless guest experiences
- Handling escalated guest issues and resolving conflicts in a professional and timely manner
- Optimizing technology systems for reservations, check-ins, and guest management
- Generating reports on key performance metrics, occupancy rates, revenue, and guest feedback for management review
- Identifying areas for improvement and implementing strategies to enhance guest satisfaction and operational efficiency
Maison d’Azur at The Anglers Hotel
01.2008 - 01.2011
- Developing long-term strategies and short-term goals for the F&B department in line with the company's overall objectives
- This involves setting budgets, revenue targets, and cost control measures
- Collaborating with chefs to create menus that align with the target audience, market trends, and the company's brand
- This includes considering dietary needs, pricing, sourcing of ingredients, and seasonal variations
- Ensuring consistent quality in food and beverage offerings by implementing and maintaining high standards in food preparation, presentation, and service
- Recruiting, training, and supervising F&B staff, including chefs, servers, bartenders, and other personnel
- Setting performance standards, conducting evaluations, and fostering a positive work environment
- Overseeing budgets, forecasting sales, controlling costs, and optimizing profitability
- This involves monitoring expenses, analyzing financial reports, and implementing strategies to improve revenue streams
- Ensuring exceptional customer service by maintaining a welcoming atmosphere, addressing customer feedback, resolving complaints, and continuously seeking ways to enhance the overall dining or hospitality experience
- Monitoring and controlling inventory levels of food, beverages, and supplies
- This includes managing stock rotation, minimizing waste, and negotiating with suppliers for favorable terms
- Ensuring adherence to health and safety regulations, food hygiene standards, and all relevant legal requirements
- Implementing protocols for cleanliness and safety within the F&B operations
- Cultivating relationships with suppliers, vendors, and other stakeholders to secure favorable contracts, source quality products, and stay updated on industry trends
- Collaborating with the marketing team to develop strategies for promoting F&B offerings, events, and special promotions to attract and retain customers
VIP Reservation Manager
Overseas World Travel
01.2005 - 01.2008
- Handling reservations, ensuring accuracy and attention to detail in accommodating VIP guest preferences
- Providing personalized experiences, catering to specific needs and preferences of VIP clients
- Collaborating with various departments (hospitality, events, transportation) to ensure seamless service delivery
- Managing and fulfilling special requests promptly and efficiently
- Maintaining strong relationships with VIP clients, ensuring their satisfaction and loyalty
- Addressing and resolving any issues or complaints that arise during the reservation or stay
- Identifying opportunities to enhance the guest experience and promote additional services or upgrades
- Communicating with clients, staff, and other departments to ensure smooth operations
Front Desk Manager
The Shore Club Hotel
01.2003 - 01.2005
- Overseeing the reception team, providing guidance, training, and support to ensure excellent customer service
- Handling guest inquiries, check-ins, and check-outs, ensuring a seamless and pleasant experience for visitors
- Managing room reservations, coordinating with housekeeping and other departments to ensure room availability and guest satisfaction
- Maintaining records, managing budgets, creating reports, and handling any administrative tasks related to the front desk operations
- Addressing guest concerns or complaints effectively, aiming for swift resolution while maintaining a positive guest experience
- Implementing and enforcing front desk policies and procedures to streamline operations and improve efficiency
- Coordinating with other departments, such as housekeeping, maintenance, and management, to ensure smooth overall hotel operations
- Conducting training sessions for front desk staff to enhance their skills and ensure consistent service quality
- Utilizing and managing software systems (booking and billing) to handle reservations, payments, and guest information securely
- Ensuring that the front desk area and lobby maintain high standards of cleanliness, organization, and visual appeal
Education
Bachelor of Science - Hospitality Management
FIU Chaplin School of Hospitality & Tourism Manage
Miami, Florida01.2005
BAC - Accounting and Administration
Lycee Ferdinand Flocon
01.1996
CAP/BEP - Accounting and Administration
Lycee Ferdinand Flocon
01.1994
Skills
- Organizational skills
- Interpersonal skills
- Relationship Building
- Team Player
- Problem Solving
- Ethics
- Integrity
- Dynamic
- Driven
- Determined
- Travel & Service Passion
- Multilingual
- Multi-tasking
- Detail-oriented
Languages
French
Native language
English
Advanced
C1
Spanish
Upper intermediate
B2
Serbian
Advanced
C1
Software
Opera
Microsoft Office
Buildinglink
Powerpoint
Timeline
Yacht Rental Broker
OCEAN BOAT ENTERTAINMENT
01.2018 - Current
DJ Agent and Booking Manager
PRESTIGE VIP MIAMI
01.2016 - 01.2018
Hotel Quality Consultant
LRA Worldwide
01.2014 - 01.2016
Front Office Manager/Director
Soho Beach House
01.2011 - 01.2014
Maison d’Azur at The Anglers Hotel
01.2008 - 01.2011
VIP Reservation Manager
Overseas World Travel
01.2005 - 01.2008
Front Desk Manager
The Shore Club Hotel
01.2003 - 01.2005
CAP/BEP - Accounting and Administration
Lycee Ferdinand Flocon
Bachelor of Science - Hospitality Management
FIU Chaplin School of Hospitality & Tourism Manage
BAC - Accounting and Administration
Lycee Ferdinand Flocon
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