Олена

OLENA TUKHARINOVA

CONTACT INFORMATION:
WhatsApp number [open contact info](look above in the "contact info" section)
Email: [open contact info](look above in the "contact info" section)
Visa Status: Employment (Transferable)

PERSONAL DATA:
Nationality: Ukrainian
DOB: 07 May 1992
Marital Status: Single

PROFESSIONAL SUMMARY

Accomplished, results-driven, efficient and effective Customer Service and Hotelier Professional with fascinating experience in the Hospitality sector who uses a diverse skill set to bring people together. Possesses an effective, positive, and flexible style with the willingness to work beyond the call of duty. Recognized as a leader with an exceptional ability to manage multiple responsibilities simultaneously, proactively resolve issues, and produce results by leveraging internal and external resources. Recognized for the ability to work autonomously and collaboratively in a dynamic and fast-changing environment while maintaining the highest level of professionalism and ethics. With a strong history of driving active sales, customer service, managing client relationships, and substantially increasing revenues, I stand to significantly contribute to your objectives in this position.

CORE COMPETENCIES

• Presentation Skills & Prospecting Skills;
• Administration & Coordination Excellence;
• Analyzing Information & Reporting Skills;
• Business Development & VIP/VVIP Clients;
• Sales Management Mindset;
• Client Relationships & Quality Focus;
• Strategic Thinking & Solution Selling Skills;
• Motivation for Sales & Meeting Sales Goals;
• Customer Focus & Customer Service;
• Problem Solving & Results Driven;
• Time Management & Visual Merchandizing;
• Cross-Cultural Work Environment;
• Hotel Policies & Procedures Proficiency;
• Hospitality & Front Office Expertise;
• Communication & Leadership Qualities.
• Financial Administration Expertise;
• Sales Coaching and Sales Management;
• Hotel Policies & Procedures Expertise;
• Inventory Control & Program Development.

PROFESSIONAL EXPERIENCE

Emerald Maldives - September 2022 – Present
Position: Guest Experience Supervisor cum Villa Host

• Maximizing and exceeding guest’s satisfaction by providing highly personalized, efficient and responsive service with attention to details, and anticipating guest’s needs.
• Taking ownership and leadership of all villas assigned including supervising, directing, assisting and ensuring all guests need are met
• Providing the highest professional standards of service to our guests.

Zara Dubai - April 2022 – September 2022
Position: Sales Associate

• Responsible for one or several sections of the store as instructed by our Manager, keeping a basic image of the area (folding and displaying)
• Ensuring the shop floor is replenished throughout the day and when instructed to do so by the Manager.
• Ensuring good housekeeping is always maintained throughout all areas in the store.
• Ensuring that customers are acknowledged and receive a quality service either face to face or over the telephone
• Maintaining excellent standards in the stockroom by organizing and arranging the stockroom efficiently.
• Actively involved in the delivery and ensuring new stock is available for replenishment on the shop floor before the store opens.
• Continually developing stock knowledge and promotions throughout the store.
• Completing other tasks as necessary to support the overall store
• Available for Cashiers should they require help.
• Always Ensuring effective communication with the Management Team.

[January 2020 – March 2022] – “Baros”, Maldives.
Position: Guest Service Executive

• Promoted to the position of Executive Guest Service for outstanding customer service, professionalism, and dedication to work.
• Met and greeted the guest in the lobby, provided full information about the hotel facilities and services, and arranged hotel tours.
• Ensured the company standards were followed and guests were assisted promptly and efficiently;
• Utilized interpersonal and communication skills for leading, influencing, and encouraging others;
• Supported Front Office team during peak hours by conducting “Check-Ins” s and “Checkouts.”
• Developed departmental objectives, work schedules, budgets, and policies.
• Solicited feedback through questionnaires for evaluation of guest satisfaction;
• Maintained seamless interaction with guests to obtain their preferences, anticipated guests’ needs, and proactively addressed all their requests and requirements.
• Always promoted positive guest relations and built-up rapport with internal and external guests through a tailored-design recognition program for the team.
• Handled all reservation-related inquiries and bookings.
• Handled and resolved customer complaints in a professional and timely manner.
• Was familiar with all Front Office Opera functions, including special packages, discounts, room types, all applicable coding, bedding type, location of rooms, and safety features.
• Guided and supervised all staff members to create a happy work environment at “Baros” in the Maldives to benefit both staff and guests.
• Prepared reports by collecting, analyzing, and summarizing information.

[April 2019 - January 2020] – “Baros,” Maldives.
Position: Villa Host

• Engaged hotel guests to enhance the service experience through activation of all outlet services within the lobby area (e.g., Restaurant & Bar, Front Desk, Business Center, Lounge, etc.);
• Gathered, summarized, and provided local area knowledge to inform guests about the property and the surrounding area amenities, including special events and local activities.
• Contacted appropriate individual or department (e.g., Bell-person, Housekeeping, Food & Beverage Server) as necessary to resolve guest call, request, or problem;
• Followed all company policies and procedures, ensured uniform and personal appearance were clean and professional, maintained the confidentiality of proprietary information, and protected company assets.
• Welcomed and acknowledged all guests according to company standards, anticipated and addressed guests' service needs, assisted individuals with disabilities, and thanked guests with genuine appreciation;
• Spoke with others using clear and professional language, prepared and reviewed written documents accurately and completely, and answered telephones using appropriate etiquette;
• Developed and maintained positive working relationships with others, supported the team to reach common goals, and listened and responded appropriately to the concerns of other employees.

[May 2018- April 2019] – “Pro Dive International” at “Grand Occidental Cozumel” Hotel, Mexico.
Position: PR

 Maintained regular contact with the guests.
 Dealt with inquiries from the public, the press, and related organizations.
 Provided information about dive sites, diving packages, etc.
 Planned and executed annual public relations and marketing activities to support the business objectives of the hotel;
 Obtained guest feedback on their stay in the hotel. If there are complaints, take immediate actions to remedy solutions.
 Recorded daily activities and complaints in the guest relations logbook and informed the respective department heads for quick actions.
 Ensured that all the facilities were available to the guests;
 Ensured that, whenever possible, guests received personal recognition;
 Handled guest complaints immediately and followed up thoroughly.

[December 2017 – May 2018] – “Villa” Hotels, Maldives
Position: Guest Relations Officer

 Met and greeted all guests upon arrival and departure;
 Escorted VIP guests to their allocated room and explained the facilities and room features;
 Worked closely with the Food and Beverages team, especially Room Service Team and Executive Lounge Team.
 I was thoroughly familiar with the hotel procedures and policies concerning reservations, room assignments, charges, and credit facilities.
 Inspected VIP room status and amenities in good order before guests’ arrival.
 Maintained an active presence in the hotel lobby to greet and assist incoming guests;
 Gave courtesy calls and completed the call log for Performance Monitor daily;
 Promoted hotel sales, hotel facilities, F&B outlets, and special promotions to assist guests and offered accurate information.
 Assisted and coordinated with Front Office reception to ensure consistent service.

[February 2017 – November 2017] – “Le Cirque” Restaurant at “Ritz Carlton” Hotel, Dubai – UAE.
Position: Receptionist- Front Desk Reservation (Pre-Opening Team)

• Set up reservations system and capacity per hour to have a smooth operation from the kitchen and service side.
• Created menu packages with the executive Chef while holding responsibility for the menu formation and control in line with the brand identity.
• Presented “Le Cirque” Restaurant to new clients opening the doors for their annual events, corporate meetings, large functions, and private hires.
• Generated email database for potential marketing activation;
• Held responsibility for delivering a high level of guest satisfaction by directly assisting the Guest Relations Manager.
• Managed all incoming reservations, seating guests, prepared daily reports, covered analysis, opened and closed duties of reception, recognized regular guests, maintained grooming standards, positive energy and attitude within the team;
• Made large party bookings and advised guests about the menu selection, pre-orders, birthday platters, etc.
• Answered guest requests and complaints professionally and on time.
• Anticipated guest’s needs through observation and offered prompt, efficient service either personally or through effective communication with other associates;
• Coordinated with the service team in making necessary arrangements according to floor plan for reservations or blocking off reserved tables;
• Observed the cleanliness and maintenance of the outlet and the entrance area while holding responsibility for inventory control.

[April 2015 – February 2017] – “Parisa” Beauty Salon, Abu Dhabi – UAE.
Position: Receptionist – Manager’s Assistant

• Promoted the mission, vision, and values established by “Parisa” Beauty Salon.
• Served customers by greeting and helping them, scheduled appointments, and maintained records and accounts.
• Maintained a positive attitude and performed all responsibilities in a manner reflective of the “First Impression” standards of the salon;
• Monitored the conduction of the inventory and ordered products for internal use in the salon’s retail sales.
• Assisted in managing the advertising, public relations, and consumer promotions.
• Performed opening and closing duties, including cash/credit procedures and salon cleaning.
• Contributed to daily sales goals by educating customers on products while listening to their needs.
• Guided and supervised all staff members to create a happy work environment for the benefit of both staff and clients;
• Assisted in training, development, and supervision of the multinational team in delivering outstanding customer service to ensure effective and timely handling of customers’ inquiries, requests, and complaints.
• Maintained high personal presentation standards representing the “Parisa” Salon Brand etc.
EDUCATION
[2009 – 2014] – NATIONAL DRAGOMANOVA PEDAGOGICAL INSTITUTE, Ukraine;
Qualification: Specialist’s Degree in English Philology.
LANGUAGES
• Ukrainian – Native;
• Russian – Fluent;
• English – Fluent;
• Arabic – Basic.

SKILLS
• Excellent verbal and written communication skills that include the ability to write effective business memos and correspondence;
• Ability to effectively manage professional staff, develop good relationships with a wide range of people, and build a collaborative work environment.
• Excellent skills in customer relations, customer service, and vendor management.
• Proven ability to inspire confidence, motivate, persuade and negotiate effectively;
• Excellent skills in Microsoft Office programs, OpenTable Software, PABX, and Internet Surfing.
• Flexible regarding diverse time and schedule changes and able to work under pressure.