Directly responsible for day to day operations and outstanding guest experience at Bridge Resort 4* (735 rooms) and Bridge Family 3* (135 rooms); Managing a team of 80-120 hotel employees, including shift managers and supervisors (FO, F&B, HSK), security officers, maintenance and IT, front desk\bell staff, SPA and pool attendants; Oversee, control and report all daily operations within Front Office, Housekeeping (rooms and public areas), F&B outlets (4 main restaurants, 2 lobby bars, 2 seasonal bars, room service), maintenance service, security service; Coordinating closely with Executive Housekeeper, Front Office Manager, Sales and reservation Director, F&B Director, Chief Engineer, reporting to General manager; Conduct daily walk-throughs on all departments to monitor its compliance to established procedures; Inspect all public areas, ensuring its compliance to the standards on housekeeping, maintenance, and safety; Inspect arrangements been completed, welcome personally, provide special, detailed care to all VIP guests on arrival; Work closely with front office staff in handling guest concerns and addressing complaints; Conduct daily morning/evening brief meeting with all department heads, managers on duty; Check on the work of the maintenance team, regarding the progress of the tasks assigned; Conduct random room inspection to check housekeeping standards been followed; Perform general administrative function and prepare related reports; Represent resort administration and intervene on behalf of hotel management in any cases of guest unsatisfaction, cases of emergency

Demonstrate “Can do” attitude at all time. Directly responsible for proper functioning, smooth front office operations and outstanding guest experience at Gorki Gorod Apartments 3* (1450 rooms) both lower and upper level of the resort, and Gorky Art Hotel 4* (140 rooms) Managing a team of 53 employees, including: shift managers, front desk agents and supervisors, bell staff, passport officers, switchboard operators. Recruit and train new hires. Instruct, train and coach all FO personal on company standards (SOP). Report to Director of rooms. Create shift schedules, vocation schedules, oversee and report all staff needs and requests attended quickly. Initiate, update and accomplish department annual budget, coordinate and correspond closely with accounting and CFO. Represent resort administration and intervene on behalf of hotel management in any cases of guest unsatisfaction, force major, emergencies. Prepare department reports (financial and general) for the resort management Coordinate rooming and accommodation process closely with sales and reservations, ensuring all guest inquiries being attended properly.

Directly responsible for proper functioning, smooth front office operations and outstanding guest experience at Gorki Gorod Apartments 3* (1450 rooms) both lower and upper level of the resort, and Gorky Art Hotel 4* (140 rooms) Acting as Front office manager at night time Managing a team of 6-10 front desk agents Monitoring smooth and successful night audit procedures being accomplished properly Resolving any guest complains arising, in a timely and delicate manner Representing resort administration and intervene on behalf of hotel management in any cases of guest unsatisfaction, force major situations happened at night time Preparing shift reports (financial and general) for the resort management Coordinating hotel night shift closely with front office, housekeeping, maintenance and security department, ensuring most comfortable stay for the guests of the resort

* Managing a team of Administrators, and guiding juniors towards better performance ; * Monitoring check in and check out procedures in an efficient matter so the Front Office Service Standards could be maintained ; * Helping guests, visitors and customers in fulfilling the routine formalities ; * Coordinating the work of different departments; * Handling phone calls, answering guest inquiries and trying to resolve guest complaints ; * Taking responsibility for the front office department in the absence of FOM ; * Overseeing all payments made by cash or credit card, as well as returns, been made according to established policies and procedures. ; * Establishing and maintaining positive relationship with guests ; * Preparing shift reports for different departments, letters and ammenities for guests; * Negotiating with unsatisfied guests, showing commitment to utmost guest satisfaction ; * Maintaining secrecy in the hotel documentation and transactions ;

• Monitoring check ins and check outs in an efficient matter so the Radisson Guest Service Standards could be maintained. • Helping guests, visitors and customers in fulfilling routine formalities • Coordinating the work of different departments (housekeeping, maintenance, reservation, security, room service) • Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests • Ensure the accurate completion of the full daily night audit procedure (Opera, Micros) in a timely fashion • Handling phone calls, answering the customer queries and trying to resolve customer complaints • Prepare a number of daily reports for the management (DRR, VIP on arrival, Credit limit and many others) • Prepare all the necessary info letters and amenities for the guests (birthday, apology, get well soon, credit limit, check out and some others) • Processing customer payments made by cash or credit card according to established policies and procedures. • Showing commitment to utmost guest satisfaction

Manage and monitor activities of all hotel employees, making sure corporate standards, hotel policies and procedures, are strictly maintained. Maintain a professional and high quality service oriented environment at all times. Undertake overnight responsibility for reception, checking guests in and out, taking reservations and dealing with all telephone enquiries. Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise. Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments. Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests. Actively participate in the decision making process on guest relocation for nights when over capacity, execute accordingly and ensure a smooth relocation process. Ensure the accurate completion of the full daily night audit procedure (Opera, Micros) in a timely fashion. Assist the Front Office Manager in implementing and enforcing financial controls throughout the department. Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication. Responsible for evacuation, in cases of emergency, acting as first point of contact for guests and the emergency services; be accountable for guests’ safety and comfort Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager/Hotel Manager

* Monitoring check in and check out procedures in an efficient matter so the Front Office Service Standards could be maintained ; * Helping guests, visitors and customers in fulfilling the routine formalities ; * Coordinating the work of different departments; * Managing a team of Administrators, and guiding juniors towards better performance ; * Handling phone calls, answering customer queries and trying to resolve customer complaints ; * Processing customer payments made by cash or credit card according to established policies and procedures. ; * Establishing and maintaining positive relationship with customers ; * Showing commitment to utmost customer satisfaction ; * Maintaining secrecy in the hotel documentation and transactions ;

* Full representation and business development of company's interests in South Russia ; * Directly responsible for Retail, mostly major national chains. ; * Launch new company products in the South Russia and building brand loyalty ; * Develop and maintain strong business partnerships ; * Coordinate work of regional and territorial supervisors and merchandisers ; * Researching and supporting actual regional market's map ; * Monitor fulfillment of contract terms and conditions by partners ; * Ensure all retail space agreements are met by retailers ; * Analyze competitor activities and prepare reports ; * Plan, negotiate and launch marketing activities packages ; * Coordinate with retailers and order special retail equipment ; * Monitor, analyze and forecast the regional market for video and PC games, gaming consoles and accessories

* Manage an Entertainment Department. (movies, music, gaming consoles, console games&accessories, PC games, PC software) ; * Manage a team of 8-10 employees ; * Order goods, work with suppliers, organize different kinds of marketing activities, promote agreements with suppliers ; * Create weekly and monthly sales plans and forecasts, make price monitoring reports, old stock monitoring reports, stock protection plans ; * Organize working schedules, vacation schedules and team building activities ;

As a part of internship program I worked in most of hotel departments: • Front Desk/Reservation – Front Desk Clerk, Guest Relations officer • Laundry – Laundry worker • Restaurant – waiter, kitchen helper, night runner • Housekeeping – Room Attendant, Lobby Attendant, Pool Attendant