Контактная информация

Соискатель указал телефон и эл. почту.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/2138606

Опыт работы

Front Office Manager

с 04.2022 по наст. время (2 года 2 месяца)
Prestige Hotels, Болгария, Варна (Готельно-ресторанний бізнес)

Front Office Manager

с 03.2019 по 04.2022 (3 года 1 месяц)
DoubleTree by Hilton, Варна, Болгария (Готельно-ресторанний бізнес)

- Front Office Manager had departments under its command: Reception, Concierge and Porter.
- Front Office Manager, together with the HR department is responsible for recruiting staff and appointing enough suitable and qualified personnel to ensure the correct and smooth functioning of the department.
- Front Office Manager is responsible for scheduling staff shifts.
- Front Office Manager is responsible for coordinating the activities of the Reception Department with other departments - Reservation Department, Housekeeping, Technical Service, F&B, Security, and others.
- FOM manages the team and is responsible for the smooth functioning of the Reception and professional guest service in interaction with the Reception.
- FOM controls the reporting, guests payments and bills, also correct 24-hour flow of information between staff at the reception, information received from guests and other departments.
- FOM is responsible for the continuous training of receptionist, concierge and bellboys.
- Administrators, who report directly to FOM, are responsible for solving all operational tasks and making instant decisions in the process. If a question or decision is not within the scope of their authority, FOM is always in touch, as well as the Hotel Manager on Duty (from 17.00 to 9.00).
- FOM, as head of the department, takes turns with other Department Heads and take duties of Hotel Manager on Duty (from 17.00 to 9.00).

Customer Service Agent

с 03.2016 по 09.2018 (2 года 6 месяцев)
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

с 05.2015 по 09.2015 (4 месяца)
Barcelo Royal Beach, Солнечный Берег, Болгария (Hotel and restaurant industry)

- Customer Satisfaction (Guest Feedback, Social Media Review).
- Financial Performance (Up selling, Room Revenue, Operation Auditing).
- Showing Initiative, Problem Solving, Staff Training, Team Leading.
- Manages and motivates the Front Office team in order to provide a high standard of service for customers.
-Welcomes guests and fosters customer loyalty through his/her friendly manner.
- Develops high quality relationships with guests throughout their stay.
- Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
- Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
- Provide high level of customer service and maintain a high profile in the day to day front office operations.
- Ensure that personalized service is offered to each and every guest.
- Ensures that the pricing policy and internal audit procedures are duly applied.
- Supervises the management of debtors, group and individual guest invoicing and cash operations.
- Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
- Prepare monthly and daily revenue report and circulate to all HOD's.
- Prepare Room revenue and occupancy forecast take action on rate strategies.
- Is involved in recruitment of new team members for front office.
- Integrates and trains employees, providing support for skills development.
- Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
- Ensures that the workplace remains clean and tidy
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- Have a good knowledge of all systems and standard operating procedures of front office.
- Ensures that guest documentation and information is available and up-to-date.

Front Office Agent

с 11.2014 по 04.2015 (5 месяцев)
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

с 06.2014 по 09.2014 (3 месяца)
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

с 12.2013 по 04.2014 (4 месяца)
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

с 04.2013 по 06.2013 (2 месяца)
Гостиница "Bristol", Одесса (Hotel and restaurant industry)

Shop Assistant

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

Образование

Les Roches International School of Hospitality Management

Post-Graduate Diploma in Hospitality Management, Испания
Высшее, с 2013 по 2014 (1 год)

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
Высшее, с 2009 по 2013 (3 года 9 месяцев)

Дополнительное образование и сертификаты

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

Знания и навыки

Знание языков

• Болгарский — свободно
• Английский — свободно
• Русский — свободно
• Украинский — свободно

Дополнительная информация

Имею достаточно большой опыт работы в сфере гостиничного бизнеса.

Свободно владею английским и болгарским языком и так же дополнительно на начальном уровне владею испанским и китайским языком.
Русский и украинский языки являются родными.

Владею программами Opera, FinHotel, Shipstar, Clock Evolution для работы на ресепшене и так же свободно владею MS Office (Excel, Word, Power Point).

Имею стаж вождения 10 лет.

Рассматриваю предложения о работе в международных компаниях связанных с гостинично-ресторанным бизнесом.