Josipa Basic

Affiliate Member at Les Clefs d´Or Spain - Las Llaves de Oro Españolas
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Contact Information
us****@****om
(386) 825-5501
Location
Madrid, Community of Madrid, Spain, ES
Languages
  • Croatian Native or bilingual proficiency
  • English Full professional proficiency
  • Spanish Native or bilingual proficiency
  • Italian Limited working proficiency

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5.0

/5.0
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Manuel Mariño Cosidó

Josipa es una gran profesional con un gran trabajo en equipo y, sobre todo, un gran trato con el cliente. Su relacion con el huésped es natural y fluida, creando una relación de confianza que el huésped siempre agradece. Además, siempre está dispuesta a ayudar tanto a sus superiores como a sus compañeros. Es una gran trabajadora de equipo. Por último, y no menos importante, es organizada y eficaz en las tareas que se le piden, por lo que también es una gran profesional si necesitas un mayor trabajo de back office. En resumen, ha sido un placer trabajar con ella, y espero poder volver a coincidir en el futuro.

Daniel Sánchez Cabrera

Me gustaría recomendar ampliamente a Josipa por su gran disponibilidad, liderazgo, empatía y sobre todo su enfoque en la satisfacción total de los huéspedes, siempre logrando los objetivos económicos, de satisfacción y de capital humano. No hay duda que su integración, sus actividades de multitask y la buena predisposición de trabajo en equipo ayudan al éxito de cualquier equipo de trabajo. Pondría la mano en el fuego como solemos decir coloquialmente por ella y por su trabajo. Siempre supera los objetivos que se le encomiendan y además de ser muy echada para delante estoy seguro que puede adaptarse fácilmente a cualquier empresa. Puedo asegurar que es muy confiable, respetuosa y responsable en lo que se le encomiende.

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Credentials

  • ThePower Business School
    ThePower Business School
    Jan, 2023
    - Nov, 2024
  • Spanish C1.2
    Universidad de Castilla-La Mancha
    May, 2021
    - Nov, 2024
  • Spanish - C1
    Universidad de Castilla-La Mancha
    Jan, 2021
    - Nov, 2024
  • Hospitality&Tourism Management
    Florida Atlantic University
    Apr, 2020
    - Nov, 2024
  • Rooms Division Manager Certificate - El Dorado Seaside Suites
    Karisma Hotels & Resorts
    Jan, 2017
    - Nov, 2024
  • International Summer School of Cultural Tourism
    University of Zadar
    Jan, 2015
    - Nov, 2024
  • Spanish - B2
    Universidad de Alcalá
    Jan, 2015
    - Nov, 2024

Experience

    • Spain
    • Leisure, Travel & Tourism
    • 1 - 100 Employee
    • Affiliate Member
      • Jan 2023 - Present

      - Accommodation of every guest request so long as it is morally, legally, and humanly possible. - Handling all duties with zeal: mail and messages, recommendations and reservations, travel and meeting planning, personal shopping and professional communications. Acting as social advisors, business expediters, and personal confidantes. - Accommodation of every guest request so long as it is morally, legally, and humanly possible. - Handling all duties with zeal: mail and messages, recommendations and reservations, travel and meeting planning, personal shopping and professional communications. Acting as social advisors, business expediters, and personal confidantes.

    • Hospitality
    • 400 - 500 Employee
    • Front Office Agent & Concierge
      • Mar 2022 - Present

      Front Office & Concierge at Relaix & Chateux Heritage Madrid Hotel Front Office & Concierge at Relaix & Chateux Heritage Madrid Hotel

    • Croatia
    • Hospitality
    • Holiday House Manager
      • May 2020 - Present

      Responsibilities Include: • Refurbish a private owned house by the sea for its successful opening. Manage all operations, including the marketing activities to meet service and business needs via future-focused strategic planning, innovative resource allocation and change leadership. • Leverage effective marketing strategies to curtail decline in revenue performance, providing safety, and essential provisions to guests, staff, and family members during and after the Covid 19 pandemic. • Facilitate effective communication to continually obtain first-hand knowledge of challenges, productivity shortfalls, and business-critical improvement opportunities, most especially when off-site. Show less

    • Hospitality
    • 1 - 100 Employee
    • Front Office Manager (Pre-Opening and Opening)
      • Mar 2021 - Aug 2021

      Responsibilities Included: • Managed and supervised the front office department, ensuring regular coordination of day-to-day operations while leading a high-performing team to achieve all assigned projects. • Actively participated in the complete pre-opening preparation from departmental purchasing, staff recruitment and training to sales activities, and dotted-line oversight of a 136 rooms 5-star hotel operations. • Oversaw strategic positioning and marketing activities, monitored bookings and reservations, and processing of all inquiries in the PHOBS and OPERA PMS system following company policies and standards. Show less

    • Croatia
    • Hospitality
    • 1 - 100 Employee
    • Head of Guest Relations Department
      • Mar 2018 - Dec 2019

      Responsibilities Included: •Provided oversight operations in the day-to-day activities of a 5-star Resort that included 5 hotels, 1 Villa, and more than 1200 guests in full occupancy. • Independently conducted congresses, events, and site inspections, and designed menus for a la carte restaurants to host Karaoke. • Planned annual financial budget and set departmental objectives, policies and procedures. •Promptly resolved guest complaints and received excellent feedbacks and reviews on Booking.com, TripAdvisor, Expedia, Google Reviews, and Hotelbeds. • Actively participated in preparing Hotel Royal Blue for its successful categorization as a 5-star hotel as well as re-categorization oftwo other hotels. • Worked collaboratively with 300 hundred employees and improved hotel reputation through personalized attention for each guest most especially, the VIPs. Initiated the special hotel offers and implemented Welcome Back program for returning guests. • Implemented “Waiver” agreement forms that is signed by guests and GM/GRM manager when compensation is given to the guest,facilitating high positive feedbacks on Social Media platform and reduced rate of client dissatisfaction. • Implemented the use of 'fresh/cool towels' that is provided in Guest Welcome Pack during check-in. •Actively involved in pre-opening operations and hotel categorization. •Increasing guest satisfaction level & online reviews. Concierge March 2018 - June 2018 •Leveraged expertise in all hotel services while managing all special requests, tours, restaurant and entertainment recommendations and reservations. • Provided timely and accurate information about the services and amenities of the Hotel. •Maintained effective communications and reporting at the end of shift with brief description of realized daily activities to the management team. • Received multiple commendations as well as positive online reviews of concierge transactions by providing excellent customer service. Show less

    • Hospitality
    • 300 - 400 Employee
    • Housekeeping Manager and Supervisor
      • Apr 2017 - Nov 2017

      Responsibilities Included:•Led and oversaw the daily operations and inventory of 26 employees in Resort formed of 8 villas and 144 rooms. •Led and conducted daily department meetings to enhance team performance in accordance to hotel standards. •Monitored and inspected rooms for the highest housekeeping quality standard. •Acquired strong financial knowledge about budgeting and cost benefit analysis. •Facilitated hourly performance appraisal processes and ensured wages are paid in accordance with SOPs and federal and state laws.• Proactively investigated complaints about service and equipment, and took corrective action that reduced service complaints by 30% and maximized employee productivity and guest satisfaction.• Controlled the decoration and appearance of public areas and rooms by continually maintaining good operation and functionality of departmental work machines.• Recruited new employees and conducted orientation training and in-service training to explain policies, work procedures, and demonstrated the use and maintenance of equipment. Show less

    • Front Desk Receptionist
      • May 2016 - Oct 2017

      Responsibilities Included: •Promoted hotel’s special offers and events held in Resort, maximizing overall revenue growth and profitability through up-sale.•Organized amenities for VIP guests, birthdays, anniversaries and other special occasions.• Implemented proactive front desk service techniques to effectively manage guests' requests, inquiries, and complaints, maintaining proper check-in process and check-out process using hotel systems.• Maintained timely and accurate filing, data processing and documentation, exceeding individual performance metrics and KPIs. Show less

    • Mexico
    • Hospitality
    • 1 - 100 Employee
    • Rooms Division Manager - Executive Role Trainee - Mexico
      • Nov 2016 - Mar 2017

      Responsibilities Included: •Oversaw Rooms Division operations including, Concierge, Reception, and Housekeeping in a 5-diamonds and 3 AAA resort, with 1000 guests in full occupancy. • Led and managed processes and procedures to enhance the delivery of first-class guest service that resulted in the highest scores from guests. •Elevated guest satisfaction levels by monitoring trends to continuously improve quality of service delivery. Responsibilities Included: •Oversaw Rooms Division operations including, Concierge, Reception, and Housekeeping in a 5-diamonds and 3 AAA resort, with 1000 guests in full occupancy. • Led and managed processes and procedures to enhance the delivery of first-class guest service that resulted in the highest scores from guests. •Elevated guest satisfaction levels by monitoring trends to continuously improve quality of service delivery.

Education

  • ThePower Business School
    MBA, Business, Digital Marketing And Sales
    2023 -
  • University of Zadar
    Master of Arts - MA, Cultural and Natural Heritage and Tourism
    2013 - 2015
  • Universidad de Alcalá
    Erasmus - MA
    2015 - 2015
  • University of Zadar
    Bachelor of Arts - BA, Culture and Tourism

Community

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