Oleksandr
Резюме Manager
13 июня 2019 г.Киевская область
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Oleksandr ************
9 Ingulska str. Kalynivka, Vitovskyi,
Mykolayiv Reg. Ukraine
Cell: +3 Показать контакты or +44 ***************5
********************* (mailto:*********************) //****************** (mailto://******************)
Professional Summary
Industrious Guest Service Manager who routinely ensures that solid customer service procedures are in place. Adept at identifying potential service issues and resolving guest issues in a professional courteous and prompt manner. Focused on applying and instituting basic management and service standards. Enjoys discovering methods to improve workflow, guests’ contentment and generate additional revenue.
Core Qualifications
Profound experience ensuring optimal level of customer service standards on board Cruise Vessels.
Extensive experience working within various hospitality settings.
Strong knowledge of hotel management & customer services.
Ability to effectively allocating staffing resources.
Strong ability to multitask and prioritize.
Excellent communications skills.
Create and manage employee schedules, accommodating individual requests and requirement.
Routinely inspect company property and equipment, creating repair tickets as needed to ensure a comfortable and safe space for employees and guests.
Managed Guest Services employees, as well as other departments within the company.
Resolved issues for customers and employees.
Conducted morning meetings to ensure all employees were prepared for day.
Answered phones and all customers' questions.
Acted as the General Manager in the absence of the acting Hotel Manager.
Experience – 13 years at Sea in Customer Services Department: (Receptionist, Senior Receptionist/Host), 3 Contracts as Front Desk Manager and 3 last contracts as Guest Services Manager.
Guest Services Manager
********** – **********
m/v Astor
Managed front desk operations and resolved guest complaints.
Oversaw operation of all departments.
Embarkation/Disembarkation of passengers.
Monitored implementation of quality standards.
Provided staff training on customer service procedures.
Implemented quality standards related to hotel maintenance and service employees.
Ensured compliance with brand standards.
Dealt with payment and billing issues.
Ensured that Future Cruises Reports & General Comments Log are up to date.
Address and resolve guest concerns, maintaining brand loyalty and increasing customer satisfaction ratings to high %.
Increased Future Cruises revenue $1000 000 (AUD) from October ****************** by instituting additional cabin drops (flyers) and Future Cruise Presentation performed by Guest Services Manager on board.
Reducing accident claims.
Daily brief meeting with the Hotel Director to exchange information.
Passenger announcements relating to non-entertainment related matters (Arrival, Departure, missing passengers, Face to Passport Immigration Control.
Passenger communications and letters relating to itinerary adjustments.
Overseeing the efficient running of all Tender operations.
Direct liaison with Head Office when necessary relating to all passenger matters.
Overseeing the duty allocation of the Social Activities Host.
Daily meeting with the sub-heads of department regarding all passenger related matter of the previous 24 hours and the planning for the following day.
Inspection walkabout with the Hotel Director to control maintenance of all public areas, open decks and passenger cabins.
Meet with passengers regarding any cruise related issues.
Overseeing the efficient customer service operation in the reception, shore excursions and future cruise departments.
Guest Services Manager
********** – Present
m/v Astoria
Greeted guests and resolved any issues.
Established guest service standards.
Ensured that the lobby area with kept neat and clean.
Responded to guest inquiries including phone and email inquiries.
Monitored hotel website and responded to posted complaints in a professional manner.
Assisted in hotel promotions and marketing efforts.
Hired and trained front desk staff (Receptionists, Guest Services Hosts, Shorex).
Established guest relations procedures.
Daily brief meeting with the Hotel Director to exchange information.
Passenger announcements relating to non-entertainment related matters (Arrival, Departure, missing passengers, Face to Passport Immigration Control.
Passenger communications and letters relating to itinerary adjustments.
Overseeing the efficient running of all Tender operations.
Direct liaison with Head Office when necessary relating to all passenger matters.
Overseeing the duty allocation of the Social Activities Host.
Daily meeting with the sub-heads of department regarding all passenger related matter of the previous 24 hours and the planning for the following day.
Inspection walkabout with the Hotel Director to control maintenance of all public areas, open decks and passenger cabins.
Meet with passengers regarding any cruise related issues.
Overseeing the efficient customer service operation in the reception, shore excursions and future cruise departments.
Education
Bachelor’s Degree – Hospitality & Management of International Tourism
2010
Kiev National University of Culture, UA
Language Skills
Russian – Mothers tongue;
English – Fluent;
Serbian – Fluent;
French – Advanced;
Portuguese – Advanced.