Влада

ABOUT MYSELF

Operations and Guest Relations professional with 7+ years of experience delivering
highimpact service across hospitality environments in Europe and the Middle East. My
background spans operations leadership, event management, and client relationship
Vlada Hryhorian management, with a strong track record in fastpaced, dynamic business environments. I
have extensive experience managing VIP and group bookings from 15 to 200 guests, ensuring
seamless execution and building longterm client relationships. I am also experienced in
training and mentoring multicultural teams, improving service quality, operational
Nationality: Ukrainian consistency, and staff retention, with a training background that includes Forbes and LQA
service standards. My skill set is well suited to leadership roles such as Guest Relations
Gender: Female Manager, Restaurant Manager, Event Manager, and Reception Manager.

WORK EXPERIENCE
Contact St. Regis The Palm Dubai, United Arab Emirates
[відкрити контакти](див. вище в блоці «контактна інформація») Assistant Guest Relations Manager - F&B
01/10/2025 - Current
[відкрити контакти](див. вище в блоці «контактна інформація») • Deliver highly personalized luxury dining experiences by building strong, long-term
relationships with guests, contributing to increased guest satisfaction scores and
[відкрити контакти](див. вище в блоці «контактна інформація») repeat visitation.
• Resolve complex Food & Beverage guest complaints through proactive, face-to-face
engagement, achieving high resolution rates and minimizing service recovery
escalations.
• Maintain and analyze a comprehensive guest feedback and complaint tracking system,
ensuring seamless follow-up and enhanced experiences for returning VIP and repeat
guests.
• Design and conduct guest engagement and service excellence training programs for
F&B teams, strengthening emotional intelligence, service consistency, and luxury
standards.
• Plan and execute high-profile events and private functions for up to 200 guests,
collaborating closely with Executive Chefs, Outlet Managers, and Sales teams to ensure
flawless delivery.
• Support revenue growth by identifying new business opportunities, nurturing guest
relationships, and converting satisfied guests into loyal, repeat clients.
• Act as a key liaison between guests and senior management, clearly communicating
preferences, special requests, and operational requirements to the F&B Operations
Manager and F&B Director.
• Build, manage, and continuously enrich a detailed guest database to enable
personalized service and targeted marketing initiatives.
• Partner with Marketing teams to promote exclusive F&B events, culinary experiences,
and seasonal promotions, strengthening brand positioning within the luxury market.
• Uphold and actively champion brand standards, luxury service culture, and guest
experience strategies aligned with international hospitality brands.

St. Regis The Palm Dubai, United Arab Emirates
Guest Relations Supervisor
08/01/2024 - 30/09/2025
• Fostering strong connections and lasting relationships with guests.
• Ensuring exceptional customer service and satisfaction.
• Managing guest inquiries, complaints, and feedback, ensuring timely and effective
resolution.
• Coordinating a variety of events for both external and in-house guests, ensuring all their
requirements and expectations were meticulously met.
• Cultivating strong cross-departmental relationships to uncover valuable insights and
consistently exceed guest expectations.
• Training and mentor staff, setting performance standards and monitoring their adherence
to service protocols.
• Coordinating with other departments to address guest needs and enhance the overall guest
experience.
• Developing and managing the guest database while collaborating closely with the Sales &
Marketing team.
• Analyzing guest feedback to identify areas for improvement and implement strategies to
enhance service quality.
• Maintaining a welcoming and professional atmosphere in the guest areas.
 Nana Golden Beach Chersonissos, Greece

Guest Relations Agent
15/03/2023 - 30/11/2023
• Greet guests warmly and professionally upon arrival.
• Help guests with booking transportation, confirming travel plans, and making adjustments for early check-ins or late checkouts.
• Inform guests about the available amenities and services, such as spa treatments, dining options, and local attractions.
• Address and resolve guest complaints empathetically and efficiently, escalating issues to management when necessary.
• Offer detailed information about the hotel’s facilities, programs, and nearby attractions.
• Identify and cater to VIP guests, ensuring their specific needs are met throughout their stay.
• Keep detailed records of guest's interactions and feedback in a logbook.

Le Croissant Stockholm, Sweden
Admin
07/03/2022 - 28/02/2023
• Address and resolve any customer complaints or issues related to service, food quality, or orders, and escalate to a supervisor if
necessary.
• Collaborating with chefs to design and update the menu based on seasonal ingredients, customer preferences, and profitability.
• Apply any relevant promotions, discounts, or loyalty rewards to customer transactions, and explain these to customers when necessary.
• Handle daily admin tasks, coordinate staff schedules, manage inventory, assist with payroll and bookkeeping, address customer
inquiries, ensure compliance with health and safety regulations, and assist in event planning.

Golden Age Kyiv, Ukraine
Sales Coordinator
20/02/2020 - 31/10/2021
• Supporting the sales team by managing schedules, preparing sales documents, and handling customer inquiries. Coordinate sales
activities, track sales data, and generate reports.
• Maintaining customer records, processing orders, and ensuring timely delivery of products. Also, assisting to organize sales events,
preparing promotional materials, and liaising with other departments to ensure smooth operations.
• Monitoring inventory levels, manage supplier relationships, and provide administrative support to the sales team to help achieve sales
targets.

Layalina Kyiv, Ukraine
Admin
17/01/2018 - 31/01/2020
• Handle daily admin tasks, coordinate staff schedules, manage inventory, assist with payroll and bookkeeping, address customer
inquiries, ensure compliance with health and safety regulations, and assist in event planning.
• Inventory management included monitoring and ordering supplies, tracking inventory levels, and liaising with suppliers. Financial tasks
involve assisting with payroll processing, managing invoices, and handling basic bookkeeping.

EDUCATION & TRAINING
2018 - 2025 Kyiv, Ukraine
Bachelor's degree in Hotel Managment Kyiv National University of Trade and Economics
Website: https://knute.edu.ua/?en

SKILLS
SevenRooms | Microsoft Office package: Microsoft Word, Excel, PowerPoint, Access | Proficiency in Canva application | Micros POS |
Oasys | Birchstreet | My Micros

LANGUAGE SKILLS
MOTHER TONGUE(S): Ukrainian
OTHER LANGUAGE(S):
Russian

Listening C2 Spoken production C2
Reading C2 Spoken interaction C2
Writing C2

English

Listening C1 Spoken production C1
Reading C1 Spoken interaction C1
Writing C1