Experience

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  Lotte Hotels and Resorts

  • Saint Petersburg, Russian Federation

  • Guest Services Manager

    • Apr 2017 - Oct 2019
    • Saint Petersburg, Russian Federation

    Being a part of pre-opening team. Created policies and procedures as a part of the opening team. Conducted interviews, completed evaluations, trained and coached employees for success as well as issued corrective action. Oversee Front Office efficient operations include all team members: Guest Relations, Concierge, Bellmen and Doormen. Focused on directing, coaching and supervising staff to ensure delivery of exceptional customer services. Welcoming guests in a professional and friendly manner, anticipating guest’s expectations from the arrival to the departure. Supervising all Front Desk employe

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  Corinthia Hotels

  • Hospitality
  • 700 & Above Employee

  • Guest Services Manager

    • Jun 2016 - Oct 2016

    Inspiring front desk team and guidance to achieve company goals. Providing outstanding service to ensure guest satisfaction. Oversaw daily activities and supervising a team of customer service. Successfully solving all major customer problems/queries. Supervising staff, check daily activities ensuring that the operational standards and procedures existing at the hotel are well followed.

  • Guest Relations Officer

    • Nov 2015 - Jun 2016

    Greet guests and ensure that they receive an efficient and friendly check-in and check-out. Escort guests to their rooms, answer enquiries and provide information about the hotel and local area to guests. Handle special requests and communicate with all departments within the hotel to ensure that guests receive the highest standard of service. Organize TOP VIP guest’s arrivals. Analyze customer feedback, follow up complaints

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  Farol Design Hotel

  • Lisbon Area, Portugal

  • Food and Beverage, Trainee

    • Jan 2015 - Sep 2015
    • Lisbon Area, Portugal

    Serving food to customers and are responsible for ensuring an enjoyable dining experience.Ensured high customer satisfaction through greeting customers and assisting with questions.Working closely with restaurant staff to control that orders were served in an efficient.Developed foundational bartending skills by shadowing head bartender closely and observing carefully.Practiced entire drink catalogue daily, refining technique until met with head bartender approval.Interacted with customers professionally and put interpersonal communication skills into practice to build relationships.Provided excellent customer service to all guests at all times, paying special attention to accurately filling drink orders.

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  Hilton Worldwide

  • Phuket, Thailand

  • Guest Relations Officer

    • May 2014 - Sep 2014
    • Phuket, Thailand

    Manage special requests for customers including restaurant reservations, excursions and car rentals. Prepare efficient arrival and assign rooms. Welcome and escort VIP guests and special guests. Take lead in handling all guest complaints in a professional and efficient manner, ensuring proper follow-up, guest recovery and communication with departments. Working with daily basis reports.Achievements:

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  AccorHotels

  • Saint Petersburg, Russian Federation

  • Front Desk Agent

    • Sep 2012 - Sep 2013
    • Saint Petersburg, Russian Federation

    Greet guest and provided efficient check-in and check-out. Responsible in assigning rooms in the hotel as well efficiently handling Group Arrivals. Take reservations (either by phone, fax or e-mail). Prepare bills, take payment. Deal with queries and requests from guests and clients. Receive outgoing calls and pass on messages. Help out guests with special requirements. Explain the hotel facilities to guests. Give out information and advice on places of interest and sightseeing spots. Night shift duties.