Катерина

Kateryna Torshyna
My name is Kateryna Torshyna. I am 24 years old and I am from Ukraine.
I am a hotel administrator with over 2 years of experience in the hospitality industry. I possess
excellent communication skills, quick learning ability, stress resistance, effective problem-solving
abilities, and a high level of customer service.
I have experience working with reservation systems, guest registration, staff coordination, and
conflict resolution.
Personal My goal is to create a comfortable environment for guests and maintain high service standards. I am
willing to work under pressure and contribute to improving the quality of service at the hotel.

Name Education and Qualifications
Kateryna Torshyna
Address
Botanical Lane 2a, 65000 Odesa Master’s Degree Sep 2020 - Jun 2024
65000 Odesa South Ukrainian National Pedagogical University named after K.D. Ushynsky, Odesa,
Phone number Ukraine
[відкрити контакти](див. вище в блоці «контактна інформація»)
Email Master’s Degree. Faculty of Musical Pedagogy, specialization: Piano Performance (2020–2024)
[відкрити контакти](див. вище в блоці «контактна інформація») Diploma with honors.
Date of birth
29-12-2000 Work experience
Place of birth
Donetsk, Ukraine
Waitress Feb 2018 - Mar 2020
Gender
Female Restaurant "Kampot", Odesa, Ukraine
Marital status • Attending to customers in the restaurant, providing menus and recommendations on the selection
Single of dishes and beverages.
• Ensuring fast service while maintaining quality and cleanliness standards.
Interests • Advising customers on the menu and the characteristics of the dishes.
• Operating the cash register, processing customer payments, and handling transactions.
• Teamwork with colleagues, coordinating with chefs and other staff to ensure efficient service.
Reading, cooking, learning
• Organizing and executing banquets and corporate events, accommodating individual customer
foreign languages, travel and
culture, psychology, requests.
communication
Receptionist at a 5★ hotel Jan 2021 - May 2022
Languages NEMO HOTEL RESORT & SPA, Odesa, Ukraine
• Guest registration, reservation management, payment processing, and handling the cash register
and reservation system.
English B2
• Ensuring high‑quality service and addressing guest inquiries and complaints.
Spanish B1 • Coordinating staff work (cleaners, porters, and other employees) to ensure smooth hotel
Russian Native operations.
Ukrainian Native • Organizing and supervising room cleaning, ensuring cleanliness and comfort standards are met.
• Monitoring and managing hotel supplies (soap, towels, linens, etc.).
Montenegrin A2
• Resolving conflicts and organizing prompt responses to customer complaints.
• Working with international guests, utilizing foreign language skills to ensure smooth communication.
Achievements:
• Successfully implemented a service quality improvement system, increasing guest satisfaction
levels.
• Trained and mentored new employees, enhancing teamwork and efficiency.

Receptionist at a 4★ hotel Nov 2023 - Oct 2024
SATO HOTEL CONFERENCE & SPA RESORT, Sutomore, Montenegro
• Welcoming and registering guests, providing information about hotel services and accommodation
conditions.
• Managing incoming calls and electronic requests, handling reservations through the system.
• Maintaining documentation and monitoring room availability and condition.
• Resolving guest inquiries and complaints, organizing timely solutions to conflict situations.
• Collaborating with other departments (housekeeping, restaurant, security) to ensure quality service.
• Processing payments (accommodation, additional services) and operating the cash register.
• Ensuring guest safety and compliance with hotel regulations.
Achievements:
• Increased guest satisfaction levels through improved service quality.
• Trained new employees in the reservation system and fundamentals of customer service.
• Optimized check‑in and reservation processes, reducing guest waiting times.

Restaurant Administrator at a 5★ hotel Dec 2024 - Jun 2025
Oak Leaf Residences, Budva,Montenegro
• Welcomed and accommodated guests in accordance with five‑star service standards.
• Managed daily restaurant operations, ensuring exceptional guest experiences.
• Supervised and trained front‑of‑house staff to maintain high performance and service quality.
• Handled reservations, seating plans, and guest inquiries professionally and efficiently.
• Resolved customer complaints promptly to ensure guest satisfaction.
• Coordinated with kitchen and other hotel departments to ensure smooth service flow.
• Maintained cleanliness, ambiance, and compliance with health and safety regulations.
• Assisted in inventory control, order placements, and cost monitoring.
• Supported event planning and execution within the restaurant.

Receptionist at a 5★ hotel Jun 2025 - Present
PREMIER HOTEL ODESA, Odesa, Ukraine
• Greeted and registered guests (check‑in/check‑out) in accordance with 5★ service standards.
• Worked with reservation systems (PMS: Opera / Hotelier / Sync), modifying and canceling
bookings.
• Provided detailed information about hotel services and fulfilled concierge requests.
• Handled complaints and complex situations with a high level of customer service.
• Coordinated with housekeeping, food & beverage, and technical departments.
• Reported and followed internal brand procedures.
• Worked with cash desk, POS terminals, preparing and closing bills.
Achievements:
• Improved service level: Booking.com rating increased from 8.7 to 9.2.
• Increased upselling of additional services by 20% through active guest engagement.
• Received letters of appreciation from guests and hotel management.
• Effectively resolved non‑standard situations with no complaints or negative reviews.

References

References available on request.

Skills

Responsibility

Communication

Customer orientation

Stress resistance

Foreign language
proficiency

Attention to detail

Adaptability

Creativity

Multitasking ability

Courses

Language courses. English. Sep 2019 - May 2022
London school of English
At this language school, I studied English, improving my communication and writing skills in English.
Achievements:
• Reached B2 level according to the Common European Framework of Reference for Languages
(CEFR).
• Gained confidence in communicating with native speakers.

Language courses. Spanish. Aug 2022 - Feb 2023
Montalban School, Granada, Spain
At Montalban School, I studied Spanish, developing skills in both oral and written expression. The
course covered key aspects of the language, including grammar, vocabulary, and pronunciation.
Achievements:
• Reached B1 level according to the Common European Framework of Reference for Languages
(CEFR).
• Through exclusive communication with native speakers at the school, I learned to confidently
communicate in Spanish in various situations.

Software programs

Opera PMS, Hotelier, Sync