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Umluj Saudi Arabia

Profile
Results-oriented professional specializing in operational management and customer service excellence. Proven ability
to communicate effectively and maintain composure under pressure, ensuring high- quality hospitality services.
Skilled in financial recordkeeping and staff training, contributing to enhanced service delivery. Focused on utilizing
hospitality expertise to achieve organizational goals and surpass client expectations.
I am a hospitality leader dedicated to creating seamless guest experiences and driving high-performing teams. With a
strong focus on service excellence, I lead by example—motivating my team to deliver warm, efficient, and memorable
interactions at every stage of the guest journey.

WORK HISTORY
07/2025 – Present PREMIUM PLAZA LOUNGE/RED SEA AIRPORT
UMLUG, SAUDI GUEST SERVICE SUPERVISIR
ARABIA Lead and supervise a team of Guest Service Officers to consistently deliver exceptional
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service quality in a 24/​7 premium airport lounge environment.
Provide personalized and professional assistance to all guests, creating a welcoming
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atmosphere and ensuring memorable experiences for VIP and regular passengers alike,
contributing to a 15% increase in guest satisfaction scores.
Oversee daily lounge operations including guest check-in, eligibility verification,
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payment processing, and handling inquiries, ensuring full compliance with company
policies and industry standards.
Maintain the highest levels of cleanliness, food quality, hygiene, and safety through
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regular inspections and collaboration with cross-functional departments, resulting in a
20% reduction in operational issues.
Respond promptly and effectively to guest complaints and service recovery situations,
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safeguarding positive guest relationships and the brand’s reputation, achieving a 30%
improvement in complaint resolution time.
Manage cash handling, shift handovers, and financial reporting to ensure accuracy and
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operational transparency with zero discrepancies recorded over 12 months.
Prepare and analyze daily and monthly performance reports to identify areas for
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process improvement and service enhancement, leading to a 10% increase in operational
efficiency.
Strategically plan and optimize staff schedules and duty rosters to meet operational
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demands efficiently, reducing overtime costs by 15%.
Train, mentor, and motivate team members, fostering a strong service culture and
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driving performance excellence, resulting in a 25% improvement in team productivity
and engagement.

10/2023 – 01/2025 FOOD ART COMPANY, DELFINO RESTAURANT
RIYADH, SAUDI RESTAURANT FLOOR MANAGER
ARABIA Oversaw daily operations, including both front-of-house and back- of-house functions.
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Ensured smooth opening and closing procedures.
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Managed inventory systems, sourced suppliers, and negotiated vendor contracts.
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Maintained comprehensive financial records, monitoring income and expenses
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meticulously.
 Recruited and trained staff members to uphold service standards.
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Organised shift schedules and allocated tables efficiently among waitstaff.
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Updated menus seasonally by liaising with the Head Chef and nutritionists.
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Cultivated a remarkable customer experience through dedicated service efforts.
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Resolved guest complaints swiftly and with professionalism.
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05/2022 – 09/2023 AMALCOM COMPANY, WALTON ST. SCALINI RESTAURANT
RIYADH, SAUDI HEAD HOSTESS
ARABIA Provided exceptional customer service for satisfaction and repeat business.
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Welcomed guests warmly upon arrival, creating a friendly atmosphere from the start.
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Resolved customer issues calmly and professionally to maintain satisfaction.
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Increased guest satisfaction with prompt attention to requests and complaints.
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Led pre-shift meetings to discuss daily specials, changes on menu leading to better
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informed staff.
Managed reservation system to avoid overbooking and ensure timely seating.
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Took telephone bookings accurately, reducing chances of double booking or errors.
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Assisted servers during busy times to maintain quality of service.
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02/2022 – 05/2022 MAFAZ COMPANY, SO DELISIOUS RESTAURANT
RIYADH, SAUDI HEAD WAITRESS
ARABIA

10/2019 – 01/2022 RESTAURANT MILAN
KIEV, UKRAINE RESTAURANT ADMINISTRATOR

10/2008 – 09/2019 FURNITURE STORE COMFORT
UKRAINE OWNER OF THE FURNITURE STORE

EDUCATION
2003 – 2008 Specialist Degree in Foreign Languages.
UKRAINE CHERKASSY STATE UNIVERSITY BY BOGDAN HMELNYCKY

SKILLS
Guest Service Management Team Leadership & Development Staff Training & Mentoring
Operational Management VIP Guest Services Strong Problem-Solving Skills in
Fast-Paced Settings
Cash Handling & Financial
Reporting

LANGUAGES
ENGLISH RUSSIAN
Fluent Native

UKRAINIAN GERMAN
Native Beginner