Контактна інформація

Шукач вказав ел. пошту.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/2138606/

Досвід роботи

Booking Analyst

з 04.2025 по нині (4 місяці)
Click and Rent, Дистанційно (Готельно-ресторанний бізнес)

• Manage our existing properties and bookings on platforms such as Airbnb / Booking
• Maintain communication and interaction with guests and clients, respond to incoming calls, emails and text messages
• Manage check in /check out with guests and cleaning of the rooms
• Personal meet and greet of guests when necessary.
• Prepare staff schedules and manage booking calendars and occupancy rates
• Offer excellent customer service and local knowledge to guests.
• Manage customer complaints by addressing problems effectively and promptly.
• Create and optimise new property listings
• Manage the company’s social network profiles – Facebook, Instagram, etc.
• Learn to coordinate the company’s digital marketing campaigns

Front Office Manager

з 04.2022 по 04.2025 (3 роки)
Prestige Hotels, Інші країни (Готельно-ресторанний бізнес)

- Managed Front Office departments (Reception, Concierge, and Porter), ensuring smooth operations and professional guest service.
- Collaborated with HR for recruitment and staffing, ensuring sufficient qualified personnel.
- Oversaw scheduling and coordinated activities between Reception and other departments (Reservations, Housekeeping, F&B, Security, etc.).
- Supervised the team, ensuring efficient workflow and effective communication across shifts.
- Managed reporting, guest billing, and information flow between Reception and other departments.
- Led continuous training programs for Reception and Concierge staff.
- Provided guidance and support to Administrators in resolving operational tasks and making timely decisions, with direct contact available for issues outside their scope.

Front Office Manager

з 03.2019 по 04.2022 (3 роки 1 місяць)
DoubleTree by Hilton, Інші країни (Готельно-ресторанний бізнес)

- Led the Front Office team (Reception, Concierge, Porter), ensuring seamless operations and exceptional guest service.
- Collaborated with HR to recruit and onboard a highly skilled team, ensuring optimal staffing levels and department efficiency.
- Managed the scheduling of staff and coordinated activities between Front Office and key departments (Reservations, Housekeeping, F&B, Security, Technical Services).
- Oversaw day-to-day operations, guaranteeing smooth communication and collaboration between the Reception team and other departments.
- Controlled guest billing, reporting, and maintained continuous information flow between Reception staff, guests, and other departments.
- Implemented continuous training programs for Reception and Concierge staff, fostering professional development and high service standards.
- Provided support to Administrators in resolving operational challenges and decision-making, maintaining oversight for escalated issues.
- Rotated with other department managers as Duty Night Manager, ensuring consistent operational oversight and guest service from 17:00-9:00.

Customer Service Agent

з 03.2016 по 09.2018 (2 роки 6 місяців)
Princess Cruise Lines Ltd., California (Транспорт, логістика)

- Answer all passenger inquiries/requests in a professional manner.
- Assist in solving passenger complaints or problems and follow up with passengers as required.
- Access computer system to either post charges or payments to passenger accounts. Provide account information to passengers as required. Ensure all accounts are paid before disembarkation.
- Buy/sell foreign currencies and stamps. Cash personal or travelers’ checks as required.
- Balance personal float at the end of each day. Ensure an accurate pay-in of all monies received.
- Assist with passenger cabin change requests.
- Assist in the preparation of passenger documentation.
- Carry out all safety-related duties as assigned.

Assistant Front Office Manager

з 05.2015 по 09.2015 (4 місяці)
Barcelo Royal Beach, Інші країни (Готельно-ресторанний бізнес)

- Optimized guest experience through personalized service, VIP management, and efficient issue resolution.
- Increased revenue via upselling, occupancy forecasting, and audit compliance.
- Led and trained the Front Office team, ensuring high standards and seamless operations.
- Managed guest check-ins/outs, financial transactions, and invoicing accuracy.
- Ensured staff expertise in hotel services, policies, and local events.
- Maintained a professional, organized, and customer-focused front office environment.

Front Office Agent

з 11.2014 по 04.2015 (5 місяців)
Kempinski Hotel Grand Arena, Банско, Болгария (Hotel and restaurant industry)

- Handles Guest check-in and check-out procedures in coordination with Housekeeping department
- Handles cashier transactions.
- Handling guests requests and telephone calls.
- Has thorough knowledge on rooms, location, view, product, features, amenities and must be able to answer all related questions.
- Follows up group arrivals and departures/ daily departures / late departures / early arrivals / room blocking and takes immediate action.
- Responsible for preparing the daily report, attending to daily handover and monthly departmental meetings.
- Responsible for covering AM / PM and Night Shift on rotation basis.

Front Office Agent

з 06.2014 по 09.2014 (3 місяці)
Barcelo Royal Beach, Солнечный Берег, Болгария (Hotel and restaurant industry)

- Provide guests with information about entertainment around the city and in the nearest places
- Handles Guest check-in and check-out procedures in coordination with Housekeeping department
- Handles cashier transactions.
- Handling guests requests and telephone calls.
- Has thorough knowledge on rooms, location, view, product, features, amenities and must be able to answer all related questions.
- Follows up group arrivals and departures/ daily departures / late departures / early arrivals / room blocking and takes immediate action.
- Responsible for preparing the daily report, attending to daily handover and monthly departmental meetings.
- Responsible for covering AM / PM and Night Shift on rotation basis.

Front Office Agent

з 12.2013 по 04.2014 (4 місяці)
Kempinski Hotel Grand Arena, Банско, Болгария (Hotel and restaurant industry)

Прием и размещение гостей, консультации гостей по различным интересующим их вопросам,работа с другими отделами (Ресторан, прачечная, housekeeping)

Housekeeping

з 04.2013 по 06.2013 (2 місяці)
Гостиница "Bristol", Одесса (Hotel and restaurant industry)

Shop Assistant

з 05.2011 по 09.2011 (4 місяці)
Delawere North Companies, Grand Canyon, Arizona (Оптова торгівля, дистрибуція, імпорт, експорт)

Освіта

Les Roches International School of Hospitality Management

Post-Graduate Diploma in Hospitality Management, Испания
Вища, з 2013 по 2014 (1 рік)

Образование проходило на английском языке. Школа Les Roches это филиал швейцарской школы гостиничного и ресторанного менеджмента. В этой школе я получила степень Магистра в сфере Hospitality Management.

Одесская Национальная Академия Пищевых Технологий

Ф-тет "Менеджмент, маркетинг и логистика", спец. "Менеджмент гостинично-ресторанного бизнеса", Одесса
Вища, з 2009 по 2013 (3 роки 9 місяців)

Додаткова освіта та сертифікати

Чкаловские курсы английского языка

2008, 4 года

The Institute of Hospitality Management in Prague

2012, 1 месяц

Центр Организационного и Личного Развития

2012, 1 месяц

Курсы иностранных языков "Интерлингва" (китайский язык)

2012, 1 год

Hospitality & Tourism Certificate, Florida Atlantic University

2020, 1 month

Знання і навички

• MS Excel
• MS Word
• MS Office
• MS PowerPoint
• Car driving
• Відповідальність
• Працьовитість
• Комунікабельність
• Уміння працювати в режимі багатозадачності
• Здатність до навчання
• Організованість
• Привітність
• Грамотна усна та письмова мова
• Оперативність
• Ресторанне обслуговування
• Неконфліктність
• Управління готельно-ресторанним бізнесом
• Робота з клієнтами
• Ефективна комунікація
• Бажання вчитися і розвиватися
• Цілеспрямованість
• Уміння користуватись оргтехнікою
• Ведення документації

Знання мов

• Болгарська — просунутий
• Англійська — просунутий
• Російська — вільно
• Українська — просунутий

Додаткова інформація

Experienced Front Office Manager with over 10 years in luxury hotels and cruise lines. Skilled in team leadership, guest service, and front office operations, ensuring smooth daily work and a great guest experience. Strong in staff training, hiring, and managing performance to build an effective team. Experienced in handling guest billing, reports, and increasing revenue.
Good at working with different hotel departments to improve service and efficiency. Fluent in Russian, Ukrainian, English, and Bulgarian, with knowledge of hotel systems like Opera, Clock Evolution, FinHotel, and Shipstar. Recognized with industry awards for excellent service, leadership, and dedication to hospitality.