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Oleksandr

Резюме Manager

13 червня 2019р.

Київська область

Зайдіть або зареєструйтесь як роботодавець, щоб побачити контактну інформацію.

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Професійні навички

  • Serbian
  • English
  • English Fluent
  • Excel
  • French
  • Management
  • Russian
  • SOLID
  • Promo
  • Manager
  • Planning
  • Marketing
  • RDS
  • DJ
  • SSIS
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  • BSI
  • SPI
  • ORM

Початковий текст

Oleksandr ************

9 Ingulska str. Kalynivka, Vitovskyi,

Mykolayiv Reg. Ukraine

Cell: +3 Показати контакти 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.

‹›×
    Рубрика:
    • Керівники, топ-менеджмент
    Резюме опубліковано:
    13 червня 2019 (22:52)
    Код резюме:
    507491
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