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.