Ганна

ANNA LUTSENKO
Kyiv, Ukraine
Phone: [открыть контакты](см. выше в блоке «контактная информация»)
Email: [открыть контакты](см. выше в блоке «контактная информация»)

PROFESSIONAL SUMMARY
Experienced Front Office Manager with over 10 years of progressive experience in hospitality management. Strong background in reservations, revenue control, corporate contracting, team leadership, and operational management. Proven ability to improve service standards, optimize room inventory, enhance guest satisfaction, and drive revenue growth.

PROFESSIONAL EXPERIENCE
Front Office Manager
Sky Loft Hotel by Rixwell, Kyiv
September 2023 – Present
• Manage room reservations for groups and individual guests
• Conclude contracts with corporate clients and travel companies
• Monitor payments for hotel services from agents and corporate clients
• Oversee hotel revenue performance and sales effectiveness
• Set hotel rates, develop special offers, and establish BAR rates
• Create and implement new rate plans in coordination with Sales and Reservations departments
• Manage room inventory and control room availability
• Work with online booking systems (Booking.com, Expedia, Travko, etc.)
• Maintain financial and operational reports
• Develop internal service standards and ensure compliance
• Create operational procedures and documentation
• Supervise Front Office and Reservations teams
• Welcome VIP guests and ensure high service standards
• Handle guest complaints and resolve conflicts according to service policies
• Train and onboard new employees
• Analyze operational reports and market trends
• Develop and implement loyalty programs
• Support sales strategy and manage a corporate client database
• Manage Opera PMS system configuration and operational setup
• Create social media content and promotional materials

Front Office Manager
Sophia Hotel Kyiv
June 2022 – June 2023
• Managed reservations for groups and individual guests
• Concluded corporate and travel agency agreements
• Monitored payments and financial documentation
• Controlled sales effectiveness of hotel services
• Worked with online booking platforms
• Set rates and developed promotional offers
• Processed bookings and maintained correspondence

Reservation Manager
Hotel Bratislava, Kyiv
December 2014 – May 2018
• Supervised individual and group reservations
• Coordinated group booking activities
• Concluded contracts with corporate clients and travel companies
• Controlled payments and financial reporting
• Managed online reservation channels
• Assisted Sales team with rate setting and promotions
Senior Reception & Reservations Supervisor
July 2014 – December 2014
• Supervised front desk staff
• Ensured compliance with hotel standards and procedures
• Controlled service quality
• Coordinated with other hotel departments
Front Office Agent
November 2012 – July 2014
• Guest registration and room assignment
• Reservation management
• Billing and payment processing
• Complaint handling

Front Office Agent
Mini-Hotel Uyutny, Odesa
July 2009 – May 2012
• Guest registration and booking management
• Payment processing and billing
• Service quality control
• Staff coordination

Secretary
Construction Company Obruy, Odesa
January 2009 – May 2009
• Appointment scheduling
• Telephone communication
• Travel and accommodation arrangements
• Filing system and database management

EDUCATION
Odessa National Economic University
Bachelor’s Degree in Tourism and Hospitality Economics
September 2009 – May 2012

LANGUAGES
• Ukrainian — Native
• English — Fluent

TECHNICAL SKILLS
• MS Office (Word, Excel, PowerPoint, Outlook)
• Hotel Management Systems: Opera PMS, Fidelio V8, Hotel 3, B52, D-Edge
• Online distribution platforms (OTA systems)

CORE COMPETENCIES
• Front Office & Reservations Management
• Revenue & Rate Strategy
• Corporate Sales Support
• Team Leadership & Staff Training
• Guest Relations & Conflict Resolution
• Market & Competitor Analysis
• Operational Reporting & Documentation