Open to opportunities

Martin Mladenovski

@martinmladenovski

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Experienced hospitality leader specializing in VIP guest relations, team leadership, and guest satisfaction.

North Macedonia

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What I'm looking for

I seek a leadership role in hospitality where I can manage VIP/guest relations teams, improve guest satisfaction, mentor staff, and contribute to revenue growth in a customer-focused culture.

I am a hospitality professional with extensive experience managing VIP services, guest relations, and front-office operations across international resort and hotel settings. I have led VIP teams, supervised guest relations associates, and delivered consistent 5-star service while driving revenue through upsell and guest programs.

Throughout my career I have managed high-volume customer interactions, trained and mentored staff, and implemented service standards to improve guest satisfaction and operational efficiency. I have worked in diverse locations including Vietnam and the UAE, demonstrating adaptability and cross-cultural communication.

I bring strong organizational skills, attention to detail, proficiency with Microsoft Office and CRM data management, and a track record of achieving guest satisfaction and operational goals. I am committed to leadership, continuous improvement, and delivering exceptional guest experiences.

Experience

Work history, roles, and key accomplishments

Call Center Expert

Teleperformance Skopje

May 2025 - Dec 2025 (7 months)

Handled high-volume inbound/outbound customer interactions, resolved issues aiming for first-call resolution, documented CRM records accurately, and supported sales/retention while meeting quality and compliance metrics.

Customer Support CRM Outbound Calling Customer Retention & Compliance Data Entry

VIP Manager

FLC Group Quy Nhon

May 2021 - Dec 2024 (3 years 7 months)

Managed VIP services and a VIP team for foreign guests, improving guest satisfaction through pre-arrival coordination, welcome kits, and targeted upsell efforts. Supervised and trained guest relations staff and maintained cross-departmental service standards.

VIP Guest Relations Team Leadership Upselling CRM Training Service Recovery

Quality Service Manager

Tan Hoang Ming Group - D’Palais Louise

Sep 2020 - May 2021 (8 months)

Led service and operations teams to meet service and sales objectives, enforced SOPs and compliance, conducted audits and KPI reporting, and delivered 5-star customer service with upsell initiatives. Implemented training and process improvements to boost service quality.

Service Management Operations KPIs Auditing Customer Retention Sales Growth

Guest Relation Supervisor

FLC Sam Son Beach & Golf Resort

Jun 2018 - Aug 2020 (2 years 2 months)

Led guest relations team and VIP services, resolving guest issues promptly, coaching staff, and maintaining service records to improve service quality and revenue opportunities. Supported foreign-speaking guests and coordinated with departments to enhance guest experience.

Guest Relations Team Supervision Customer Service Training Multilingual Support revenue enhancement

Guest Relation Officer

Address Boulevard

Apr 2016 - Mar 2018 (1 year 11 months)

Provided front desk and guest relations services, handled reservations and complaints, trained staff, and used upselling techniques to increase bookings while covering supervisory duties as needed. Ensured adherence to check-in, security, and cash handling procedures.

Front Desk Operations Guest Service Reserving Cash Handling Upselling Communication

Commercial Representative

Kolid S

Mar 2014 - Feb 2016 (1 year 11 months)

Managed business development and client portfolios, developed sales strategies, negotiated contracts, and achieved sales targets while conducting market research and representing the company at industry events.