Hotel Director of Operations

Opening of a new "Palmira Garden & SPA" Front office SOPs implementation; Staff interviewing, hiring and training; acquiring contract and set up; corporate taxi contacting; Fidelio set up and fine-tuning with HRS team.

Hotel Room Division operation assistance to hotels management: - USALI Budgeting; - Coordination of Operational rationality in OPEX and CAPEX; - Front Office and Housekeeping SOPs; - Front Office efficiency check; - Discovering processes with poor optimization; - Operation processes fine-tuning; - Hardware and software training of Front Office employees; - Elimination of destructive factors in working processes; - Training of hotel staff the most effective in terms of speed and quality work methods; - Information support for management and hotel staff; - Assistance in building and ensuring effective communication between Front Office, Reservation, and Housekeeping Departments; - Providing consulting and interviewing Managers of departments; - Assistance to the management of hotels in the, finalization of the operating standards of the Room Division; - Monitoring the implementation of new and updated procedures; - Maintaining Team Spirit and Mutual Assistance; - Direct participation in the hotel brand standards creation; - Creation of Service Operational Procedures for individual hotels; - Preparation of Specification for renovation of the lobby area and reception counter as a part of rebranding program; - Designing Front Desk working area and equipment selection; - Operational support in bed linen, shampoo, gel etc.; Household chemicals and tools selection; general equipment of the hotel stock

(11.2006 ) - (07.2008) –Work in Swissotel Moscow in Customer Care Department (solving day-today guests’ problems, giving information, taking Room Service orders). 07.2008 - 06.2009 - Reception - Night Auditor-Finanсial day closure/opening, solving guests' problems, greeting guests, Check in/out procedures ensuring high service quality constancy. 06.2009 - 01.2010 - Reception (day time). Check in/out procedures ensuring high service quality constancy. Solving guests' problems. 02.2010 - 09.2012 - Reception Supervisor. Check in/out procedures ensuring high service quality constancy. Solving guests' problems, coordination of colleagues working in shift, assistance in professional orientation of new colleagues 10.2012- 15.11.2016 - Swiss Service Manager. 15.11.2016-present time - Reservation Department Manager Software: PMS Opera 3.., 5..., Micros, RMS, Travel Click, IDEAS, Extranets

(09.2005) - (08.2006) – Work in hotel Ibis ** (French chain Accor) in Northampton (Great Britain) as a "Receptionist". In 2005 was one of 340 Accor Employees (in UK) who were trained due to the “From Good to Great” Service Program which is a quality management. Was also trained by program “Signature” which is telephone booking skills. Passed program teaching how to work with guests who have disabilities. Software: Hotix, Tars. Experience in Front Office day-today work, all routine work over the hotel, bar, restaurant and kitchen skills, computer skills. Languages: Russian English – Advanced Professional. French – Reception duties.

Interpreter on business negotiations with contractors and mediators EDUCATION: 1999 - Started studying in Moscow Academy for Tourism, Hotel and Catering Management. 2000 - summer 2 months internship in the Black Sea coast resort hotel ”Iskra”, as a Trainee Reservation Clerk. 2001 summer vocation in Kislovodsk's boarding house ”Kolos” as a Ttrainee Receptionist. 2002 - Prediploma practice in tour agency « Kavkaz Travel ». A theme of diploma work: « Certification of Tourist Services and its Influence on Quality of Tour Products ». 2002 – Second stage for higher education in Moscow Academy for Tourism, Hotel and Catering Management. 2003 - summer vocation in "Ordzhonikidze" boarding house in Kislovodsk as a Trainee Assistant Manager of 'F&B" department. 2004- summer vocation in the hotel "Tselebny narzan" in Kislovodsk as a Trainee Receptionist. 2004 - (July-September) – worked in ‘Tirel’ SPA Hotel as a General Manager’s interpreter. 2005– (July)- - Prediploma practice in the hotel "Tselebny Narzan" in Kislovodsk as a trainee receptionist and marketing manager. A theme of diploma work: « Features of the Organization and Functioning of SPA - Hotels ». 2005 – (July) - Graduated from Moscow Academy for Tourism, Hotel and Catering Management. Got a Honor Degree Diploma of Manager in Hospitality Business.