Дарья

DARIA STOROZHKO
GUEST RELATIONS MANAGER | GUEST EXPERIENCE | HOTEL OPERATIONS
Sharm El Sheikh, Egypt • [open contact info](look above in the "contact info" section) • [open contact info](look above in the "contact info" section) • [open contact info](look above in the "contact info" section)

12+ YEARS IN
PROFESSIONAL PROFILE
HOSPITALITY
Hospitality professional with 12+ years of experience across Guest Relations, guest experience, hotel operations, sales and quality
management. Experienced with international and VIP guests, service recovery, team supervision, cross-department coordination and
quality standards. Brings a strong combination of front-of-house expertise, commercial communication and management experience,
including close cooperation with General Managers and hotel teams.

CORE EXPERTISE
• Guest Relations & Guest Experience • VIP & Special Guest Handling
• Service Recovery & Complaint Resolution • Team Supervision & Leadership
• Hotel Operations & Service Standards • Quality Management & Continuous Improvement
• Partner & Tour Leader Relations • Sales & Business Development
• Presentations & Networking • CRM & Guest Communication
• Cross-Department Coordination • Online Reputation & Guest Feedback
• Reporting & Administration • Conflict Management & Decision-Making

PROFESSIONAL EXPERIENCE
Assistant Regional Director of Quality Department | Oct 2022 – May 2024
Pickalbatros Hotels & Resorts, Sharm El Sheikh
• Supported quality management and service standards across hotel operations, working closely with General Managers and department
teams.
• Led and supported teams through delegation, relationship building, conflict management and operational decision-making.
• Prepared daily, weekly and monthly quality reports and tracked maintenance and service-related issues.
• Supported company quality policies, continuous improvement initiatives and follow-up on corrective actions.
• Conducted regular meetings with General Managers to review results, identify issues and coordinate improvement actions.
• Monitored hotel social media and guest feedback channels, identifying recurring concerns and opportunities to improve guest experience.
Sales Executive | Aug 2021 – Jan 2022
Rixos Hotels & Resorts — Rixos Sharm, Rixos Seagate & Rixos Aqua Park, Sharm El Sheikh
• Developed business opportunities through market research, networking, client meetings and relationship building.
• Met with partners and tour leaders, presented hotel products and services, and supported long-term business relationships.
• Prepared and delivered presentations covering Rixos hotels and their services.
• Identified client needs, managed follow-up and maintained professional communication with partners and potential clients.
• Prepared sales and financial reports and represented the company at exhibitions and business events.
Social Media Marketing Specialist | Apr 2020 – Dec 2022
Freelance
• Managed social media presence and created targeted advertising campaigns for different audiences.
• Conducted market research, evaluated customer needs and identified opportunities for business development.
• Planned, created and monitored campaigns and reviewed performance through analytics.
• Communicated with potential clients, arranged meetings and responded to their needs and concerns.
SMM Assistant — Guest Relations Department | Aug 2019 – Oct 2019
Rixos Sharm, Sharm El Sheikh
• Managed hotel social media and online guest feedback channels including Facebook, TripAdvisor, HolidayCheck, TUI, TrustYou and other
platforms.
• Monitored guest communication, online reputation, trends and competitor activity.
• Prepared monthly performance reports with statistics and results and supported improvements in online guest engagement.
Guest Relation Supervisor | Aug 2018 – Aug 2019
Rixos Sharm, Sharm El Sheikh
• Supervised daily Guest Relations activities and supported consistently high standards of guest service.
• Welcomed international and VIP guests, reviewed arrival lists and anticipated individual guest needs.
• Handled guest complaints and service recovery, escalating complex cases when required.
• Coordinated with hotel departments to resolve requests and ensure effective follow-up.
• Maintained guest records and daily logbook, handled guest correspondence and supported health and quality standards.
Guest Relation Supervisor | Jun 2017 – Jul 2018
Il Mercato Hotel, Sharm El Sheikh
• Supervised Guest Relations activities and maintained professional, personalized guest communication.
• Welcomed guests and VIPs, handled inquiries and supported special requests.
• Resolved guest concerns, coordinated assistance and escalated issues when necessary.
• Provided information about hotel facilities, services and the local area while building positive guest relationships.

Guest Relation Coordinator | May 2015 – Jun 2017
Melia Sinai Hotel, Sharm El Sheikh
• Supported daily Guest Relations operations and maintained a professional guest-facing presence.
• Handled guest inquiries, complaints, VIP requests and email correspondence.
• Provided information about hotel facilities, venues and the local area and supported guest arrangements.
• Built positive guest relationships and coordinated requests with relevant hotel departments.
Sales & Marketing Specialist | Jan 2007 – Dec 2014
Oriental Plus, Kiev
• Generated leads, developed client relationships and maintained an active repeat customer base.
• Developed product and market knowledge, researched customer needs and identified suitable solutions.
• Maintained detailed client information and supported ongoing business relationships.

EDUCATION & LANGUAGES
Bachelor of Business Administration (BBA) Languages
European University, Kiev | 2005 – 2010 Ukrainian — Native
Russian — Fluent
English — Professional working proficiency

AWARDS
Booking.com Award — 2020 • Booking.com Award — 2018 • HolidayCheck Award — 2020