Администратор ресепшена

Описание


ROMAN NESTERENKO

Russia Tuapse.
........................
+79017394246;+79890870986
Roman.nesterenko81@gmail.com

Profile










An energetic, passionate and trustworthy candidate with a solid background within the hospitality industry; good personality, self-organized, motivated and ambitious; over 10 years' experience in sales; customer experience-oriented; solid exposure to different personalities and cultures and adaptable to various work schedules and tasks; effective organization, client negotiation, time management, computer navigation skills, social intelligence and conflict resolution management skills.

Key Skills
Certified in Management and Customer Service Skill Development, health, fire and safety, manual handling, risk assessment and leadership training;
Good personnel, schedule, fiscal and operations management skills; good training and coaching skills; ability to promote a harmonious work environment and develop staff for better performance; strong process and solutions orientation during crises situations.
Valuable experience in sales management.
































Solid computer navigation skills, able to work with Windows OS, MS Office, e-mail servers and the Internet; can communicate in Ukrainian, Russian and English.

Professional Experience

Apr 2018 - Oct 2019
Address Downtown Dubai Guest Service Shift Leader

Receive guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure
Maintain effective communication with all related departments to ensure smooth service delivery
Maintain good working relationship with all Front Office employees with emphasis on Guest Service Agents and Guest Relations
Supervise all Front Desk employees ensuring guests are taken care of in a professional and friendly manner
Maintain an up to date knowledge of hotel and local services and supply information and respond to guest queries
Deal swiftly, efficiently and sensitively to guest complaints and follows through
Maintain awareness of guest profiles
Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees
Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns
Assign work duties to staff
Assist staff with their job functions to ensure optimum service to guests
Monitor and maintain cleanliness, sanitation and organization of assigned work areas
Foster and promote a cooperative working climate, maximizing productivity and employee morale
Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs


Jan 2014 - Feb 2018
Amwaj Rotana Jumeirah Front Desk Agent, Club Lounge Beach Residence, UAE

Ensure that the service offered by all team members is personal and memorable. That guest needs are anticipated, and requests followed up. Build relationships with guests, ensuring that they want to return.
Demonstrate excellent standards to the team and train and develop as required to ensure all standards are adhered to.
Work with sales team to ensure that guest service levels and expectations are maximized.
Challenging role based in Club Lounge and have sound knowledge of the hotel's facilities and services.
Handling Check-In and Check-Out for club floor.
Ensuring that all room details are recorded accurately, ensuring that billing instructions are clarified upon arrival.
Updating the guest folio and balancing all transactions at the end of every shift.
Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of all team members.
Maximize revenue and profitability through up-selling programs and incentives.
Report all potential and real hazards immediately.
Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
Have a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.


Jan 2013 - Dec 2013
Holiday Inn Sharjah Hotel, Front Office, Guest Service Agent Sharjah, UAE

To maintain a high and visible profile on the day-to-day front desk operations by being on the floor during peak service hours ensuring that all operational matters are handled on time and that guest expectations are met or exceeded.
Successful coordination of daily reception operations.
































Check in / out procedures.
Provision of various guest services and information.
Effective support function to the Reservation department.
Active promotion of the hotel facilities and services.
Handling CID system.
Enrolling guests to a loyalty program of Intercontinental Hotels Group.
To oversee and prepare the operational standards of the front desk ensuring that they are properly followed.
To assist in the planning and execution of promotional activities as directed by the Front Office Manager.
To organize special requests and special events, customizing them according to the guest's request.
To strive to meet the target cost of sales for the operation as determined by the budget.
To ensure that all activities are carried out honestly, ethically, and within the parameters of local law.


Feb 2012- Dec 2012
Al Jawhara Hotel, Front Office, Customer Service Agent Dubai, UAE

Review all materials concerning arrival schedules for return guests, VIPs and dignitaries, daily events and function sheets.
Successful coordination of daily reception operations.
Check in / out procedures.
Provision of various guest services and information.
Effective support function to the Reservation department.
Active promotion of the hotel facilities and service.
Answer phone calls promptly and accurately record the requested items.
Establish and maintain a working relationship with other departments to ensure a smooth operation.
Record all guest charges, gratuities and cash transactions accurately in accordance with department policies and procedures.
Recognize and address any problems resulting from guest complaints, obtaining assistance from manager if necessary.
Follow all procedures when responding to any hotel emergency or safety situation.

Aug 2005- Sep 2011 Sales Manager
Italian shoes "Step" Shop

Assist customers in selecting products.
Increase sales and the profitability of the store.
Keep track of sales made.
Provide necessary information to customers about the products.
Meet the target set by the company; Accomplish and maintain good customer care.
Provide quality customer service.
Communicate clearly and effectively with customers.
Recognize customer needs.
































Give appropriate and relevant information to the customers about the products.
Find appropriate solutions to customers' problems.

Additional Skills Training and Achievement


2016
Cross Training Supervisor
2015
2014
Health and Safety
Fire Safety and Prevention

Education and Qualification


Sep 1998-Aug 2003Bachelor s Degree in Telecommunication major (LL. B), Ukraine, Lugansk