Ксенія

KSENIA MOROZOVA

46006, Valencia Spain

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Professional 1. Increased guest satisfaction scores by 20% through personalized service
Summary and prompt issue resolution.
2. Successfully managed daily operations of front desk, ensuring smooth
check-ins and check-outs for 150+ guests.
3. Trained and mentored new staff, improving team efficiency and
customer service quality.
4. Resolved customer complaints efficiently, maintaining a high retention
rate and positive online reviews.
5. Implemented process improvements that reduced check-in time by
15% and enhanced guest experience.
6. Consistently exceeded sales targets for hotel services and room
upgrades.
7. Managed VIP guest relations, ensuring personalized experiences and
repeat bookings.
8. Maintained 95%+ positive feedback on online platforms such as
TripAdvisor and Booking.com.

Skills • Social media management • Pricing
• Guest relations (10+ years) • Epitome Hotel Software
• Payroll • HRIS
• Communication skills • Medical office experience
• Resort • Fashion retail
• Language: Oral and written • Recruiting
fluently Ukrainian, Russian, • Computer literacy
German, English , Spanish A1. • Live chat
• Sales • Presentation skills
• Bilingual • POS
• Microsoft Word • Google Suite
• Workday • Calendar management
• Phone etiquette • Restaurant experience
• Sage • Travel planning
• General dentistry • QuickBooks
• Conflict management • Property leasing
• Servio Software. • Accounts payable
• Team management • Event planning
• Tavelline Software • Computer operation
• Product management • Microsoft Outlook Calendar
• Childcare • Cleaning (2 years)
• Excel • PEP
• Management (5 years) • Negotiation
• Grammar Experience • Retail management
 • Microsoft Outlook • Supervising experience
• Microsoft Access • Section 8
• Time management • Office experience
• Typing • Night audit
• Budgeting • Organizational skills
• Hospitality (10+ years) • Teaching
• Guest services (10+ years) • Personal assistant experience
• Front Desk (10+ years) • Training & development
• Early childhood education • Store management
• Cash handling • Google Docs
• Administrative experience • Electrical experience
• Leadership
• Hotel Management (5 years)

Work Experience
06.2023 - 05.2024 Front Desk Agent
Hampton by Hilton - Jacksonville, FL
• Represent the Hotel to the guest. Responds courteously and efficiently
to the guests needs. Acts as a source of information about the hotel
and the local area.
• Assists guests during the arrival and departure. Responsible for selling
rooms and making reservations. Performs a variety of clerical and office
duties, handles departmental accounting and financial transactions,
and posts payments, charges and credits. Sets up and maintains
records.

09.2020 - 08.2022 Remote Booking Manager
HotelGroup - Lviv, Ukraine
• Assisted guests in contacting and coordinating reservations at local
hotels and vacation rentals.
• Assisted with booking processes handled all guest communications.
• Online marketing for selected properties.
• (30+ Hotels properties)

07.2015 - 08.2020 Chief of Booking Department
Eurohotel - Lviv, Ukraine
• Analyzed best practices across hotels to identify processes critical to
guests.
• Implemented high-impact sales and marketing initiatives, resulting in
increased occupancy and profitability.
• Managed booking department.
• (101 rooms Four Star property)

04.2012 - 06.2015 Front Office Manager
Hotel Atlas Deluxe - Lviv, Ukraine
• Direct telephone communication throughout the hotel
• Handle guest requests and concerns.
• Handle registration for 10-20 guests per evening.
• Trained, supervised, and delegated tasks to 4-6 employees.
• (45 rooms Four Star property)

02.2008 - 02.2012 Hotel Manager
Vintage Boutique Hotel - Lviv, Ukraine
 • Managed the employment process for over 20 employees.
• Trained, supervised, and delegated tasks to employees.
• (25 rooms, Four Star property)

Certifications And Driver's License
Licenses

Education
05.2006 Master's degree, Foreign languages, National University of Ivan Franko -
Lviv, Ukraine
Foreign language education (Master's degree)

Languages English - Expert: Ukrainian - Native:
Polish - Intermediate: Spanish - Beginner:
German - Fluent: Russian - Native: