Experience

Chenot Palace Weggis

• Switzerland
• Wellness and Fitness Services
• 1 - 100 Employee

• Reservations amd Planning Agent

  • Dec 2021 - Present

  • Placing cold and warm calls to the guests after the inquiry was placed through the Chenot Palace Weggis website or if the inquiry came through the email• Attracting potential guests by answering product questions (about Chenot Method®), suggesting information about other services available in the hotel• Providing professional advice to guests and travel agencies/tour operators by phone and e-mail, taking into account guest preferences when booking rooms as well as selecting a program according to the Chenot Method®• Selling additional services with regard to guests' needs and preferences• Establishing, maintaining and expanding customer base using the hotel software programme Protel-Cloud • Implementation of optimal guest care before arrival at the highest level, taking into account the wishes, needs and expectations • Processing reservations with the hotel software programme Protel-Cloud • Issuing reservation offers and reservation confirmations with software RIMS• Ensuring optimal utilization of room capacity and room allocation, as well as the correct and continuous allocation of staff for medical treatments for each individual guest• Continuous communication and efficient collaboration with front office, housekeeping and medical spa department• Issuing commission invoices for travel agencies and tour operators, issuing invoices for incoming direct inquires upon request, payment follow ups over the phone and via email, issuing payment links via WORLDLINE• Planning of guest treatments in the medical spa department according to the Chenot Method® in terms of given time sequences as well as taking into account the availability of the medical staff with the software program Coffi • Weekly/Daily arrival checks in order to insure that all requested services are well noted; preparation of reservation list, checking reservation notes, prices, commissions. Show less

• Medical and Spa Receptionist

  • Feb 2021 - Dec 2021

  • Managing the medical centre and spa centre reception: management and daily control of services on the customer’s account, managing the multi-line phone system, promotion of cosmetic and aesthetic treatments, booking appointments for both patients and Doctors, dealing with any enquiries or requests of information quickly and efficiently• Responding to customer inquiries and/or complaints• Ensuring a warm welcome to clientele at all times• Schedule Guest appointments, making sure the treatments booked are accurate and booked in suitable time frames according to the medical protocols• Maintaining client database, and ensuring that the data is up to date• Performing of administrative duties such as monthly and daily stock, daily sales of Chenot products and treatments • Review operational records and reports to project product and treatments sales• Planning spa services and programs for the 7–14-night stay• Ensuring required Health & Safety guidelines• Translating medical related consultations from English/German to Russian and vice versa Show less



MSC Cruises

• Switzerland
• Travel Arrangements
• 700 & Above Employee

• Shift Leader / Guest Service Agent Senior

  • Jun 2019 - Jan 2020

  • Supporting and supervising Guest Service Agents, providing continuous coaching and constantly monitoring the complaint cases opened by them in Fidelio Cruise System, guiding them to a satisfactory resolution• Supervising tasks and projects for the entire team: delegation of tasks to team members daily, to ensure that all enquiries are handled and taken care off• In the absence of Guest Relation Manager was addressed as person responsible of handling the major complaints• Giving trainings to the new embarked Guest Service Agents• Performing additional Reception Back Office Duties: Disembarkation duty for the Guests of the Cruise ship in every cruise port, contacting airlines for lost luggage/items, handling requests of Guests with special needs • Assisting Assistant GRM in preparation of the working schedule for the entire Reception team (more than 30 employees)• Monitoring of the employee productivity and providing the constructive feedback• Performing daily duties of the Guest Service Agent Show less

• Guest Service Agent

  • Jun 2016 - May 2019

  • Check-In and Out, assisting with the check-in of Guests either ashore or on board, using the Fidelio system or manually in case of system failure• Recording all Guests’ complaints in the complaint register, following-up all complaints • Performing cash and credit card transactions, be responsible of a cash float• Operating the Room Service order service, taking telephoned orders from Guests, answering for the most common questions relating to payment for services, directions, excursion and Spa bookings, dining reservations, times of activities etc. • Offering information to Guests on general disembarking matters, including tipping, immigration, customs, transport, account payment, luggage labels etc.• Making public announcements as required by the Concierge/AGRM or SENIOR GSA• Attending to Guests problems relating to lost baggage, safekeeping, requests for room changes etc.• Performing additional Reception Back Office Duties: Lost Baggage by Airline, Damaged Baggage at Embarkation / Disembarkation, Compensation, Ship Cocktail Party Preparation, Ship Visits, Inventory Orders, Special Needs Guests, Nightshift, Translation of Flyers and Daily Programs in Russian and German Show less



Gino Cerruti

• United Kingdom
• Retail Apparel and Fashion
• 1 - 100 Employee

• Sales and Customer Support Agent

  • Feb 2015 - Apr 2016

  • Attracting potential customers by answering product and service questions, suggesting information about other products and services • Opening customer accounts and maintaining customer records • Administration of the office (ordering office supplies on weekly basis, assistance with office relocation, assisting with General manager timetable when he was visiting the office in Ukraine) • resolving product or service problems by clarifying the customer's complaint, selecting and explaining the best solution to solve the problem, following up to ensure resolution • establishing, maintaining and expanding customer base • recruiting and training sales staff • dealing with some major customer accounts • collecting customer feedback and market research • execution of written and telephone correspondence in English Russian and German Show less



school #21, Mariupol, Ukraine

• School Teacher

  • Sep 2014 - Jan 2015

  • conducted lessons in German and Geography in 5 – 10 grades; • developed class self-government, monitored the presence of pupils during the lessons and their progress in studies; • maintained documentation of a class, organized and performed briefings and educational conversations, conducted extra-curricular activities. • conducted lessons in German and Geography in 5 – 10 grades; • developed class self-government, monitored the presence of pupils during the lessons and their progress in studies; • maintained documentation of a class, organized and performed briefings and educational conversations, conducted extra-curricular activities.