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Work experience

Інше

from 04.2017 to 04.2020 (3 years)
Seabourn Cruises, Seattle (Готельно-ресторанний бізнес)

Education

International Travel College of New Zealand

Diploma in Tourism & Travel Management (Level 5), Auckland
Specialized secondary, from 2012 to 2013 (1 year 3 months)

Kiev National University, Ukraine

Specialist degree of Philologist, Kiev
Higher, from 1999 to 2004 (4 years 9 months)

Additional education and certificates

Training Centre Svitanok, Secretary courses, MS Office, Certificate of Completion, Ukraine

2004, 3 months

Knowledge and skills

Language proficiencies

English — advanced

Additional information

Liliya Zvyagintseva
My Role

Provide customers with quality assistance through phone calls and e-mails; follow the Company’s mission and work in customer service environments, where the satisfaction of the client is the number one priority

Key Skills

Previous hospitality service experience, knowledge of international etiquette, verbal communication skills, fluent English with understanding of different accents, written communication skills, ability prioritize and multitask, problem-solving skills, attention to the details, supervision skills, ability to work under the stress, speed in tasks, enthusiasm, responsibility, patience, good general education and life experience

Employment History

Bell Capitan (Room Service Operator) Seabourn Cruises, Seattle, WA, USA (2017 – 2020)

Take room service orders by telephones, coordinate all guest orders
Handle outgoing calls for feedback and work to provide optimal customer service and customer satisfaction with every phone call, attend to customer questions and complaints
Redirect calls as needed and worked with supervisor to address any outstanding issues
Inspect, plan and ensure that all materials and equipment are in complete readiness for service
Perform duties of the room service manager in his absence with team from 2 to 10 people

Stewardess, Tuaq Mega Yacht, Elefsina, Greece (2017)

Maintaining Interior Housekeeping
Responsible for Guests and Crew cabins
Providing Silver Service for the Guests
Assisting with physical products Inventories, Provisions and other tacks within Interior
Watch keeping in accordance with the list of responsibilities in Crew Mess

Service Stewardess, Regent of the Seven Seas, Miami, FL, USA (2016)

Providing food and beverage service in different outlets
In charge for station of 35 - 50 people and 1-2 junior waiters
Assisting the Guests with menu explanation and eventual recommendation, taking orders efficiently
Assisting management with coaching and introduction of new personnel

Service Stewardess, Celebrity Reflection, Miami, FL, USA (2013 – 2015)

Providing table services in Dining Room, Bistro and Room Service arias
Setting up tables including linen, service ware and glassware
Participating in company training as per the required service standards
Room Service Attendant, Novotel & Ibis, Auckland, New Zealand (2012 – 2013)

Heading of Room service phone orders
Supervising of orders delivery
Monitoring customer satisfaction and taking personal responsibility to ensure it
Education

Certified Cruise Professional Certificate, Regent Voyager (2016)

International Travel College of New Zealand, Auckland, New Zealand (2012–2013)
Diploma in Tourism & Travel Management (Level 5)

Carnival Corporate Training, Miami, FL, USA (2008)
Succeeding as a New Manager, Certificate of Completion

Carnival Corporate Training, Miami, FL, USA (2008)
Leadership Development, Certificate of Completion

Kiev National University, Kiev, Ukraine (1999–2004)
Specialist degree of Philologist (similar to Post Graduate qualification)

Training Centre Svitanok, Kiev, Ukraine (2004)
Secretary courses, MS Office, Certificate of Completion

Personal Characteristic

Self-confidence, energetic, optimistic, active life position, analytic type of mind, organized, targeting