Ірина

IRYNA DZHULAI
Джулай Ірина Михайлівна

Mobile Number: [open contact info](look above in the "contact info" section)

Personal Email: [open contact info](look above in the "contact info" section)

Date of Birth: 31 May 1985 (40 y.o.)

Location: Kyiv, Ukraine

VALUES
Passion | Excellence | Responsibility | Generosity | Integrity | Trust | Honesty | Appreciation | Creativity | Innovation

EXPERTISE
Hospitality Management Recruitment & Training Public Speaking
Service Management Teamwork & Motivation Critical Thinking
Restaurant Management Time Management Digital Marketing
Quality Management Leadership Social Media Advertising
Loyalty Management Negotiation Revenue Analysis
Systematization & Standardization Verbal & Written Communication Budgeting

EDUCATION
2002 - 2007 Kyiv National University of Trade and Economics
Faculty of Restaurant, Hotel and Tourism Business
Specialty – Management of Organization
Specialization – Management of Hotel and Restaurant Business
Master Diploma (2007) and Bachelor Diploma (2006) with Honors

2004 - 2007 Kyiv Foreign Languages’ Centre (by KNUTE)
Faculty of Philology
Specialty -“English Translation”
Specialization – “Scientific and Technical Translation”
Bachelor Diploma (2007)

PROFESSIONAL EXPERIENCE
Self-employed September 2019 till now
Kyiv, Ukraine

Junior Partner. Head of Operations March 2017 – August 2019
DEOL PARTNERS, Kyiv, Ukraine (2 years 6 months)
https://deol-partners.com/

▪ Managing both the operations process, embracing planning, control, performance improvement, and operations
strategy to 11 Mirrors Design Hotel and Senator Hotels and Apartments (3 aparthotels)
▪ Supervising the Resident Managers; four Front Desk supervisors were promoted on the position of Resident
Manager. All of them were trained and supported in their professional development. Manual Guidance was created to
support general operations in regards manual procedures, communication with colleagues, partners and suppliers, staff
management, conflict management, monthly reporting, reviews management
▪ Existing Standards were updated; new common procedures and services for all the Senator Hotels and Apartments
were developed and implemented, including housekeeping room cleaning technology with newly selected more effective
equipment and remedies; time spending for the room cleaning was corrected
▪ New base of suppliers and partners was created; new agreements were signed with profitable terms; new conditions
were implemented into hotel activities via staff trainings and additional monitoring
▪ New algorithms for other servicing departments were created and updated
▪ Staff uniform was analyzed; new conception and models were constructed and produced
▪ Accommodation fund passed the diagnostics by created working group; main renovation/modernization focuses were
identified and scheduled. The most of scheduled tasks were realized
▪ New conception of cosmetics (cooperation with Ukrainian producer) was implemented in all the hotels
▪ Branded toy (for Senator and 11 Mirrors) was constructed and produced. Other services were realized as well
All these acts gave us additional profit: higher occupancy, higher guest satisfaction level and more reviews, higher
number of repeater guests. ADR increased as a result. New profit records in comparison with the past years.
▪ New optimization settings of Fidelio PMS were installed; manual instructions were written; team was trained
▪ Social Responsibility: cooperation with Charity Foundations, Orphan Houses and Educational Institutions via open
lectures arrangements, participation in sport competitions etc
▪ Holidays and atmosphere in the hotels: plan of activities was created for major holidays, including decoration, music
support, staff uniform and make up, gifts to the guests; greeting cards, etc
Thanks to our activities we used to collect more likes and reviews on social sites
▪ All 4 hotels are holding leading places and are high-rated on major social sites. 11 Mirrors Design Hotel is a sample,
which is over 6 years number one in Ukraine. Also we collected 1000 reviews. Manual guidance was written for the team
how to manage the reviews, how to write the respond, how to send CRM requests
▪ ADS reviews (Booking.com, Expedia.com) were analyzed. New Guidance how to respond on it through extranet was
written, Managers and Supervisors were trained. Responding is in process
▪ Participating in interviews on the position of Front Desk Agents and other supervision positions; participating in the
training processes
▪ Marriott Bonvoy Champion responsibility for all the procedures to be done on time. My team did it exemplary.
▪ Meetings with partners and repeater guests
▪ Participations in handling serious conflict situations, supporting a team
▪ Looking for new innovative technologies and products, modern market analysis
▪ Cooperation with other departments, joint development of new procedures, its implementation into hotel activities
▪ Visiting newly opened hotels with the team of Resident Managers, conferences and seminars
▪ Participation in yearly Staff Evaluation process; professional competencies were written for each service profession
▪ Ecological Responsibility: researching actual theme of garbage sorting, electrical refueling etc.

Teacher of Hotel Business’ Discipline February 2019 – June 2019
Kyiv National University of Trade and Economic, Kyiv, Ukraine (5 months)
https://knute.edu.ua

▪ Part-time job (6 hours a week), sharing professional experience with future specialists
▪ Providing opportunities for students to apply and practice what was learned on lecture on real study cases

Resident Manager March 2012 – March 2017
11 Mirrors Design Hotel, Kyiv, Ukraine (5 years 1month)
http://11mirrors-hotel.com/

▪ Setting up all the operational issues from the very beginning (while the hotel was building)
▪ Fidelio PMS implementation: all the setting and installations were proceeded, staff guidance (200 pages) was created
for trainings and support
▪ Hospitality Standards were written
▪ Reception Desk was constructed and designed for better communication with guests. It is implemented now
▪ Market of suppliers and service partners was analyzed, new agreements were signed with profitable terms; new
conditions were implemented into hotel activities via staff trainings and additional monitoring (taxi & transfer services,
laundry services, excursion services, fitness, spa and beauty services, products/utensils supplies, supporting services)
▪ Housekeeping room cleaning guidance in pictures was created. New algorithms for other servicing departments were
created. After the hotel was built, all the premises and rooms were prepared, equipped and inspected for usage
▪ The team was interviewed and hired, trained and involved into Hotel Brand conception. Every person in the hotel
knew what was the meaning of 11 Mirrors Design Hotel and could easily explain to the guests the legend
▪ Staff uniform for every profession was constructed and produced
▪ Staff scheduling and supervising (front desk, reservation, HK, technical departments, security, F&B); participation in
yearly Staff Evaluation process; monitoring the plan of medical examinations to be passed by employees; taking care of
professional development of the team and its motivation
▪ Setting a good example of service excellence to those under his authority
▪ Cooperation with sales and marketing department: data tables were created for convenient monthly check
procedures and statistics; reservation algorithms were written for every existing OTA channel; staff was trained
▪ Daily, Weekly, Monthly reports to the management were created and are sending due to the established schedule
▪ Starwood Loyalty Program Implementation: cooperation with the members, benefits arrangement; points calculation;
Free Night Awards reservations, cases reply etc.
▪ Marriott Bonvoy Loyalty Program Implementation: cooperation with the members, benefits arrangement; points
calculation; Free Night Awards reservations, cases reply etc.
▪ Dealing with the customers, their issues, queries and complaints
▪ Individual cooperation with VIP and repeater guests
▪ Dealing with potential security problems and safety hazards
▪ Making forecasts and budgeting in regards operational department
▪ Monitoring reviews, its analyzing and responding (TripAdvisor.com, GuestVoice)
▪ Performing a representative role in the hotel, presenting the hotel to interested parties
▪ Monitoring compliance with sanitary and fire safety requirements
▪ Monitoring open balances, debtors
▪ Responsible for the efficient use and preservation of hotel property, maintenance of the premises and equipment
▪ Monitoring the economical use of materials and energy resources
▪ Participating in general meetings of the company, summarizing the results and important activities
▪ Communicating openly with company management on all important issues required special attention
Villas Manager & Guest Relations April 2010 – November 2011
Guest Relations Officer April 2007 – November 2009
Guest Relations Trainee May 2006 – October 2006
Aldemar Knossos Royal & Royal Villas 5*, Crete, Greece (6 whole seasons)
https://www.aldemar-resorts.gr/

Handling Villas Manager duties:
▪ Supervising villas staff, monitoring their job on correspondence with the highest quality of standards
▪ Inspecting 40 villas on its cleanliness & provided amenities prior every VIP arrival
▪ Dealing with villas guests from their arrivals (meeting at the airport, fast checks in on villas directly, delivering special
recognition and services, daily communication etc) till their departures
▪ Maintaining villas guests statistical records; reporting to the management team
▪ In 2010 became The Best Employee of the season 2010 at Aldemar Knossos Royal & Royal Villas

Handling Guest Relations Manager duties:
▪ Supervising and scheduling Guest Relations personnel
▪ Guiding inspection visits for travel agencies’ representatives
▪ Reception duties, including checking in and out of guests etc whenever needed; Opera PMS
▪ Interacting with customers to ensure satisfaction; dealing with their queries and complaints; logging and reporting all
guest inquiries and information
▪ Overseeing day-to-day operations: arrivals-departures-VIP-birthday lists check, distributing welcome and special
amenities; daily info-board information updating; maintaining repeaters statistics records
▪ Caring out Duty Manager shift, maintaining proper hotel decorum during duty shifts
▪ Reporting to the senior management team in regards special guest related problems; informing other departments,
notably Housekeeping and Food & Beverage, on matter which concern them
▪ Scheduling and attending weekly repeater guest cocktails
▪ Monitoring reviewing sites (TripAdvisor, HolidayCheck); translation of Russian reviews for the management team;
motivating the guests to leave their feedback on social sites; Questionnaires analyzing and its translation
▪ Promoting hotel services and products, including Thalasso&Spa treatments and services; excursions etc.
▪ Hostess activities; making a la carte dinner reservations
▪ promotes Inter - Hotel sales and in - house facilities & knows the surrounding areas when asked for directions;
▪ Participating in special projects’ arrangement and performance (weddings, national days, conferences etc.)

Front Office Administrator February 2009 – April 2009
Senator City Center, Kyiv, Ukraine February 2008 – April 2008
Senator Executive Court, Kyiv, Ukraine (2 winter seasons)
https://senator-apartments.com

▪ Handling reservation duties (work with online and offline channels). Libra PMS
▪ Handling reception duties, including checking in and out of guests, payments, balance control
▪ Dealing with the customers, their queries and complaints in person, via mail, email, fax, or on phone
▪ Staff supervising (housekeeping, technicians, security)
▪ Accommodation fund inspecting (conditions, cleanliness & amenities arrangement)
▪ Daily and monthly reporting to the management
▪ Responsible for all other duties assigned

Waitress, F&B May 2005 – September 2005
Papillon Zeugma 5*, Belek, Antalya, Turkey (5 months)
https://www.papillon.com.tr

▪ Preparation of the dining rooms
▪ Taking orders. Serving food and drinks to the guest. Controlling their satisfaction
▪ Maintaining all the food and beverage department up to standards