Анастасія

ANASTASIA
PARFENOVA
Date of Birth : May2 ,1993

Contact

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Skills

Ukraine--Mother tongue
Russian—Advanced
English—Upper Intermediate
Microsoft Office –
Advanced
Word – Advanced
Excel – Advanced
Outlook express – Intermediate
Internet exploring – Advanced
Access - Basic
Driving license -- Category “My priority is you” – Hotel Receptionist Training

Work Experience

Pick Albatros Hotels Sharm el Sheikh
Quality Supervisor
November 2022- till August 2023
I was responsible for maintaining quality assurance processes that meet the company’s mission and brand standards, target customers’ needs, ensure guests satisfaction and focus on continuous improvement at the property level
• Assist with implementation of company best practice
• Conducts duty audits to ensure compliance with company and brand standards by inspecting closely all guest related hotel areas and documenting issues found
• Stays visible and interfaces with guests on a regular basis during surveys collection to obtain feedback on service levels and overall satisfaction
• Uses data collection methods through guest survey to complete, display, track and analyze defect trends
• Models service behaviors that meet or exceed guest expectations
• Direct property quality efforts to address critical customer requirements

Sunrise Montemare Resort – Grand Select-
Guest Experience officer
May 2022- till October 2022

• Daily inspection rounds
• Work with special wishes and suggestions, as well as complaints from the guests
• Restaurant’s reservation
• Courtesy calls for the guests
• Check guest’s rooms before arrival
• Quality audit for the restaurant before opening
• Monthly quality audits together with Quality manager (guests surveys, audit of the restaurant, room)
• Preparing VIP/Bday/etc amenities
• Orientations for Travel agents
• Submission to the rules established by the Company

Royal Savoy Sharm-el-Sheikh
Guest Relation Officer
APR 2021 – till April 2022

• Providing VIP check in for the guests with complete information about the hotel and services
• Process guest arrivals and departures including all necessary payments, Preparing bills, handle and process checkouts, take payments
• Daily inspection rounds
• Work with special wishes and suggestions, as well as complaints from the guests
• Restaurant’s reservation
• Courtesy calls for the guests
• Check guest’s rooms/villas before arrival
• Preparing VIP/Bday/etc amenities
• Orientations for Travel agents
• Submission to the rules established by the Company

Baron Resort Sharm-el-Sheikh
Guest Relation Officer
Oct 2020 – APR, 2021

• Communication with guests
• Work with special wishes and suggestions, as well as compaints from the guests
• Providing guests with complete information about the hotel and services
• Maintain a data base of VIP customers and their wishes
• Daily reports/emails/Booking questions
• Restaurant’s reservation
• Courtesy calls for the guests
• Check guests rooms before arrival
• Preparing VIP/Bday/etc amenities
• Orientations for Travel agents
• Submission to the rules established by the Company

Guest Relation Soho Square Sharm-el-Sheikh
Savoy Group
JUN, 2019 – JUN, 2020

• Addressing and escalating customer complaint
• Providing information about facilities, programs and other services
• Explaining the guests about the membership offers
• Restaurant check on quality and cleanliness
• Check if regular cleaning and maintenance is done
• Collect Guest feedback during guest dinner in restaurants (for the daily report for the Managment)
• Follow the guests feedbacks on TripAdvisor
• Coordinated and planning events

Receptionist
REEF OASIS BLUE BAY HOTEL
OCT, 2017 – APR, 2019

Dedicated Hotel Front Desk Employee offering more than 1.5 years in the hospitality industry as well as in-depth knowledge of hotel desk operations.

• Consistently delivers first-rate service and fosters positive relationships with guests to promote customer satisfaction and loyalty
• Process guest arrivals and departures including all necessary payments, Prepare bills, handle and process checkouts, take payments
• Tech-savvy highly accurate and efficient in data entry and general operations
• Oversaw guest registration reservations and other clerical duties with a focus in quality and courtesy
• Offer referral for services and handle requests for information
• Communicate with all hotel departments efficiently and maintain the function board in the hotel lobby
• Demonstrated proficiencies in telephone and front-desk reception within a high-volume environment. Calmed upset/angry customers, researched and rapidly solved problems and rebuilt client trust to prevent the loss of key accounts.
• Communicate with housekeeping and maintenance staff to ensure that great quality service is provided to guests
• Answering the telephone; taking and relaying messages; providing information to callers
• Providing administrative and clerical support
• Ensuring that the reception area is tidy

Content Manager
Eldorado, Kiev Company
2016 - 2017

Content Marketing Coordinator was responsible for planning, developing and implementing the overall company's website content strategy. In addition to creation and production of online marketing content.

• Writing and editing web copy
• Sharing content to raise brand awareness
• Monitoring web traffic and metrics to identify best practices
• Creating and implementing content schedules for people to produce or update content
• Analysing analytics data to learn how users interact with your site
• Accomplishing Front-end web development, such as programming with HTML, CSS and JavaScript
• Staying knowledgeable about your site's subject area

Journalist
Visti Pridniproviya, Dnipro Newspaper
2015 - 2016

Talented and immensely creative journalist with a commitment to high-quality research and writing. Proven history of achievement in the industry with 1 year of professional experience. Dedication to sound investigative research methods and a strong desire to know the truth of the matter. Experience writing and reporting across a variety of platforms, including print and online social media.

• Compose a variety of stories for print news
• Online edition of a local newspaper by using research notes
• Attending press-conferences
• Interviewed community members/people at variety events

Education

BSc Journalism
Oles Honchar Dnipropetrovsk National University
2010 - 2015
4 A Levels (Grades A, A, B, C)
2010 - 2015

Self motivated, proactive & hardworking.
Ability to listen and anticipate. Team worker, customer oriented approach, trustworthy, attentive to details