Ірина

Iryna Kulikova
Sales Manager
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Summary:
• Efficient Sales Manager (Real Estate) with 6 years of experience (Ukraine market)/Secondary market and Rental. Goal-oriented and driven I built very strong relationships with my clients who recommended me as a client-oriented and transparently working professional to their friends which grew my income and reputation for years.
• Successfully achieved the monthly target of 40 reviews from the first month onward. Collected up to 20 additional reviews above the regular monthly target. Recognized twice as one of the top performers of the month in 2023.
• Contributed to an 82/100 Forbes rating at an Emaar property and was recognized in the inspector’s report.
• Praised by guests on TripAdvisor for attentive and proactive service at Grand Hyatt Abu Dhabi.
• Recognized as GCS of the Month for September–October 2025.

Soft skills:
Self-motivation, goal setting, task prioritizing, client-oriented, emotional intelligence, time management, punctuality, information seeking, analysis and decision making, problem-solving, competitiveness

Tech skills:
Microsoft Office (Word, Excel, Google Sheets).
CRM Systems: SalesLoft, Salesforce.
PMS: Opera.
Reservation Systems: Eat App, OpenTable

Work Experience
Guest Communication Service Specialist / Call SME
December 2024 – Present
• Manage the Emergency line, resolving lockouts, missing check-in instructions, and urgent maintenance issues with prompt, calm, and empathetic communication.
• Escalate unresolved matters, document calls in CRM, Slack, and spreadsheets, and coordinate follow-ups with hosts.
• Handle difficult guest interactions professionally, safeguarding guest experience and host trust.
• Manage guest communications on behalf of hosts across Airbnb, Booking.com, VRBO, and Expedia—from inquiry to post-check-out.
• Collaborate with hosts, team members, Team Leaders, and Shift Managers to resolve issues quickly and accurately.
• Adhere to account procedures, process monetary actions precisely, and deliver proactive, solution-oriented support.
Restaurant Reservations & VIP Coordinator at The Ritz Carlton Grand Canal Abu Dhabi.
February 2024 till present.
• Coordinated reservations across all the properties (four restaurants).
• Organized accurate and prompt phone calls and emails by implementing time-management skills and precise following with hotel policies that helped satisfy guests’ inquiries and reduced complaints.
• Communicated with guests at the reception with genuine attention to their needs and wishes making them feel welcomed and valuable.
• Coordinated special occasion arrangements by following up with relevant departments that led to guests’ happiness and assured their loyalty to the hotel.
Duty Manager at Emaar Hospitality, Egypt (Address Marassi Golf Resort & Al Alamein Hotel).
February 2023 - September 2023 (6 months contract).
• Managed a smooth guest experience during the whole stay starting from the room assignment due to guests' preferences before arrival, and the Check-in process using Opera MPS.
• Handled all the guests' requirements along with possible complaints that helped to balance the company's interests and guests' satisfaction.
• Cooperated with different departments i. e. GR, HK, F&B, and Finance. Handled the check-out process including the billing, and transportation arrangement assistance if required.
• Handled e-mails related to guests' stay and workflow process.

IT Review specialist EMEA/APAC at LimTC, Ukraine (remote).
2021 - 2023.
• Worked with CRM systems (SalesLoft, Salesforce), Google Sheets, and e-mails on a daily basis to reach leads in different regions (Asia, Europe, Africa).
• Successfully found a way to approach leads for leaving a review via a call.
• Collected multiple reviews from a single call.
• Starting from the first working month have been achieving a settled target (40 reviews) and collected on average 30-45 extra reviews.
• Received on a regular base a high review quality score from the auditors' department.
• Was announced as an employee of the month KPI based 3 times during 7 months.

Head Receptionist/Hostess at Hazel & Viola Rooftop Lounge, Bahrain.
2019 - 2020
• Organized accurate and sufficient reception desk operations using team-building skills.
• Delt promptly and professionally with a huge number of reservation requests made via different sources (emails, phone calls, WhatsApp group) by dividing responsibilities among the reception team.
• Rescued New Year’s party bookings alone within a few hours only (the situation accrued because the financial department previously refused to accept online payments).
• Trained new hostesses by involving them in to work process initially.
• Managed with the team numerous events in the venue.
• Delt with VIPs giving them recognition and friendly warm attention that made many of them friends for years.

Receptionist/hostess at Grand Hyatt, Abu Dhabi UAE.
2018 – 2019
• Have been meeting and greeting guests, and escorting them to the table.
• Made reservations, received phone calls, provided information about restaurant offers and discounts, controlled table availability, and made reports.
• Assisted the team during busy hours with taking orders, cleaning tables, and making setups.

Waitress-Hostess at Elite Hospitality Group, night club “Club 360”, Bahrain.
2017
• Prepared tables and waitresses’ stations before the working shift.
• Met and greeted guests, and escorted them to their tables.
• Was taking orders, and helping with a choice if it's required.
• Served tables during the dinner. Billing (cash and cards).
• Took care of tables and workplace clearance after the shift.
• Worked with special requests (birthdays, events) and customer complaints in cooperation with other team members and the manager.
• Was standing at the hostess desk, greeting guests, informing them about fee entrance, special events, and offers, answering phone calls, and booking and selling tables.

Real Estate Agent/Broker at Real Estate Agency «Favorite», Ukraine.
2011 - 2017.
• Strong record of closing 1-3 deals monthly (mainly myself without collaboration with another broker).
• Closed my first-ever deal in two months after joining the real estate business.
• Brought loyal clients to the agency who worked with us on exclusive agreement bases (with one of them I sold 3 properties that belonged to the client within one year).
• Successfully built my database of rental properties that were bringing stable and regular income to the company.
• Was able to take fast actions to outfoot competitors in situations when my clients wanted to get a hot-priced facility.
• When I was leaving the agency for the Middle East I was told that I would be always welcomed back at any time I decide to return.

Languages
English - Fluent.
Ukrainian - Native.
Russian - Fluent.