Елена
Front Office, Customer Support Manager, 50 000 UAH
- Employment:
- Full-time.
- Age:
- 31 years
- City of residence:
- Odesa
- Ready to work:
- Other countries, Remote
Contact information
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Work experience
Front Office Manager
from 04.2022 to now
(2 years 2 months)
Prestige Hotels, Болгария, Варна (Готельно-ресторанний бізнес)
Front Office Manager
from 03.2019 to 04.2022
(3 years 1 month)
DoubleTree by Hilton, Варна, Болгария (Готельно-ресторанний бізнес)
- Front Office Manager had departments under its command: Reception, Concierge and Porter.
- Front Office Manager, together with the HR department is responsible for recruiting staff and appointing enough suitable and qualified personnel to ensure the correct and smooth functioning of the department.
- Front Office Manager is responsible for scheduling staff shifts.
- Front Office Manager is responsible for coordinating the activities of the Reception Department with other departments - Reservation Department, Housekeeping, Technical Service, F&B, Security, and others.
- FOM manages the team and is responsible for the smooth functioning of the Reception and professional guest service in interaction with the Reception.
- FOM controls the reporting, guests payments and bills, also correct 24-hour flow of information between staff at the reception, information received from guests and other departments.
- FOM is responsible for the continuous training of receptionist, concierge and bellboys.
- Administrators, who report directly to FOM, are responsible for solving all operational tasks and making instant decisions in the process. If a question or decision is not within the scope of their authority, FOM is always in touch, as well as the Hotel Manager on Duty (from 17.00 to 9.00).
- FOM, as head of the department, takes turns with other Department Heads and take duties of Hotel Manager on Duty (from 17.00 to 9.00).
Customer Service Agent
from 03.2016 to 09.2018
(2 years 6 months)
Princess Cruise Lines Ltd., California (Транспорт, логістика)
- Answer all passenger inquiries/requests in a professional manner.
- Assist in solving passenger complaints or problems and follow up with passengers as required.
- Access computer system to either post charges or payments to passenger accounts. Provide account information to passengers as required. Ensure all accounts are paid before disembarkation.
- Buy/sell foreign currencies and stamps. Cash personal or travelers’ checks as required.
- Balance personal float at the end of each day. Ensure an accurate pay-in of all monies received.
- Assist with passenger cabin change requests.
- Assist in the preparation of passenger documentation.
- Carry out all safety-related duties as assigned.
Assistant Front Office Manager
from 05.2015 to 09.2015
(4 months)
Barcelo Royal Beach, Солнечный Берег, Болгария (Hotel and restaurant industry)
- Customer Satisfaction (Guest Feedback, Social Media Review).
- Financial Performance (Up selling, Room Revenue, Operation Auditing).
- Showing Initiative, Problem Solving, Staff Training, Team Leading.
- Manages and motivates the Front Office team in order to provide a high standard of service for customers.
-Welcomes guests and fosters customer loyalty through his/her friendly manner.
- Develops high quality relationships with guests throughout their stay.
- Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
- Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
- Provide high level of customer service and maintain a high profile in the day to day front office operations.
- Ensure that personalized service is offered to each and every guest.
- Ensures that the pricing policy and internal audit procedures are duly applied.
- Supervises the management of debtors, group and individual guest invoicing and cash operations.
- Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
- Prepare monthly and daily revenue report and circulate to all HOD's.
- Prepare Room revenue and occupancy forecast take action on rate strategies.
- Is involved in recruitment of new team members for front office.
- Integrates and trains employees, providing support for skills development.
- Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
- Ensures that the workplace remains clean and tidy
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- Have a good knowledge of all systems and standard operating procedures of front office.
- Ensures that guest documentation and information is available and up-to-date.
Front Office Agent
from 11.2014 to 04.2015
(5 months)
Kempinski Hotel Grand Arena, Банско, Болгария (Hotel and restaurant industry)
- Handles Guest check-in and check-out procedures in coordination with Housekeeping department
- Handles cashier transactions.
- Handling guests requests and telephone calls.
- Has thorough knowledge on rooms, location, view, product, features, amenities and must be able to answer all related questions.
- Follows up group arrivals and departures/ daily departures / late departures / early arrivals / room blocking and takes immediate action.
- Responsible for preparing the daily report, attending to daily handover and monthly departmental meetings.
- Responsible for covering AM / PM and Night Shift on rotation basis.
Front Office Agent
from 06.2014 to 09.2014
(3 months)
Barcelo Royal Beach, Солнечный Берег, Болгария (Hotel and restaurant industry)
- Provide guests with information about entertainment around the city and in the nearest places
- Handles Guest check-in and check-out procedures in coordination with Housekeeping department
- Handles cashier transactions.
- Handling guests requests and telephone calls.
- Has thorough knowledge on rooms, location, view, product, features, amenities and must be able to answer all related questions.
- Follows up group arrivals and departures/ daily departures / late departures / early arrivals / room blocking and takes immediate action.
- Responsible for preparing the daily report, attending to daily handover and monthly departmental meetings.
- Responsible for covering AM / PM and Night Shift on rotation basis.
Front Office Agent
from 12.2013 to 04.2014
(4 months)
Kempinski Hotel Grand Arena, Банско, Болгария (Hotel and restaurant industry)
Прием и размещение гостей, консультации гостей по различным интересующим их вопросам,работа с другими отделами (Ресторан, прачечная, housekeeping)
Housekeeping
from 04.2013 to 06.2013
(2 months)
Гостиница "Bristol", Одесса (Hotel and restaurant industry)
Shop Assistant
from 05.2011 to 09.2011
(4 months)
Delawere North Companies, Grand Canyon, Arizona (Оптова торгівля, дистрибуція, імпорт, експорт)
Education
Les Roches International School of Hospitality Management
Post-Graduate Diploma in Hospitality Management, Испания
Higher, from 2013 to 2014 (1 year)
Образование проходило на английском языке. Школа Les Roches это филиал швейцарской школы гостиничного и ресторанного менеджмента. В этой школе я получила степень Магистра в сфере Hospitality Management.
Одесская Национальная Академия Пищевых Технологий
Ф-тет "Менеджмент, маркетинг и логистика", спец. "Менеджмент гостинично-ресторанного бизнеса", Одесса
Higher, from 2009 to 2013 (3 years 9 months)
Additional education and certificates
Чкаловские курсы английского языка
2008, 4 года
The Institute of Hospitality Management in Prague
2012, 1 месяц
Центр Организационного и Личного Развития
2012, 1 месяц
Курсы иностранных языков "Интерлингва" (китайский язык)
2012, 1 год
Knowledge and skills
Language proficiencies
- Bulgarian — fluent
- English — fluent
- Russian — fluent
- Ukrainian — fluent
Additional information
Имею достаточно большой опыт работы в сфере гостиничного бизнеса.
Свободно владею английским и болгарским языком и так же дополнительно на начальном уровне владею испанским и китайским языком.
Русский и украинский языки являются родными.
Владею программами Opera, FinHotel, Shipstar, Clock Evolution для работы на ресепшене и так же свободно владею MS Office (Excel, Word, Power Point).
Имею стаж вождения 10 лет.
Рассматриваю предложения о работе в международных компаниях связанных с гостинично-ресторанным бизнесом.
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