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Резюме 35780311
25 августа 2016

Guest Relation Manager

По договоренности
не имеет значения
не имеет значения
27 лет (29 марта 1989), женский, неполное высшее образование, не замужем, детей нет
Москва, Москва, готова к переезду
Готова к командировкам, гражданство: Россия
Работала
Общий рабочий стаж — 5 лет и 3 месяца

май 2015 — июнь 2016
1 год и 2 месяца

Training and development manager

(Полная занятость)

Rixos Mriya Resort, г. Ялта.

Researching and analisis of the service level in the hotel
Creation of the Training base from the ground, depending on the evaluation results
Writing new training modules, translation and adaptation company's headquarters' trainings
Creation of the Training Department, the structuring of the work and management of Training Department, including reports and projects for the development of the hotel
Communication with colleagues, coaches, analysis of training market
The formation and implementation of the customer service quality standards based on the best national and international standards and practices.
Organization of the training process for staff (800 people), adaptation, development, motivation, discipline policies, certification and so on.
Conduction of the developing trainings for staff
Implementation of assessing the effectiveness of training and making the necessary adjustments to the program
Writing and implementation of internal rules, regulations, SOPs, etc..
Support in the organization of the correct and healthy relationships within the team
Assistance in improvement of the departments' work, the introduction of new ideas, the development of systems that support the development departments
Unseparated help in the work of the Human Resources Department

февраль 2015 — август 2015
7 месяцев

Training and development manager

(Полная занятость)

Fine Hotels & Resorts, г. Красная поляна.

Researching and analisis of the service level in the hotel
Creation of the Training base from the ground, depending on the evaluation results
Writing new training modules, translation and adaptation company's headquarters' trainings
Creation of the Training Department, the structuring of the work and management of Training Department, including reports and projects for the development of the hotel
Communication with colleagues, coaches, analysis of training market
The formation and implementation of the customer service quality standards based on the best national and international standards and practices.
Organization of the training process for staff, adaptation, development, motivation, discipline policies, certification and so on.
Conduction of the developing trainings for staff
Implementation of assessing the effectiveness of training and making the necessary adjustments to the program
Support in the organization of the correct and healthy relationships within the team
Assistance in improvement of the departments' work, the introduction of new ideas, the development of systems that support the development departments

июнь 2013 — февраль 2015
1 год и 9 месяцев

Club Lounge Supervisor

(Полная занятость)

Lotte Hotel, г. Москва.

Work with VIP-guests, businessmen
Organisation of the business meetings, conferences
Check-in/Check-out procedures on VIP level
Organisation of Club Lounge team work
Organisation of Club Lounge restaurant work, control under the international standards
Conflicts resolving
Making a good result of Premium Level goods sales
Creation and conduction an internal trainings
Business correspondence

декабрь 2012 — февраль 2015
2 года и 3 месяца

Internal Trainier

(Частичная занятость)

Lotte Hotel, г. Москва.

Creation and conduction an internal trainings
Creation and conduction of trainings in English
adaptation of the newcomers
control under the training results
mistery guest experience, quality check and benchmarking
business trip to South Korea for knowledge changing

август 2012 — июнь 2013
11 месяцев

Guest Relation Agent

(Полная занятость)

Lotte Hotel, г. Москва.

Work with VIP-guests
Welcoming guests, sales stimulation by a professional demonstration of the product (a tour of the hotel)
Business correspondence
All operational processes at the reception (check-in/check-out)
Handling complains, conflict resolution

август 2011 — июнь 2012
11 месяцев

Concierge

(Полная занятость)

ОАО Гостиница Националь, г. Москва.

Selection and sale tickets for events, concerts
Preparation of individual and group tours for guests, guide selection
Building partnerships with restaurants, clubs, etc.
Guest leisure organization

март 2011 — август 2011
6 месяцев

Operator

(Полная занятость)

ОАО Гостиница Националь, г. Москва.

Receiving phone calls in accordance with the standards of luxury hotels

Ключевые навыки
MS Office MS Excel MS PowerPoint Opera Micros POS Loris MS Outlook MS Word 1С: Управление Закупками Английский язык Обучение персонала Тренинги Оценка персонала Деловая перепискаКонтроль качества
Училась

по 2018

Московский Государственный Институт Индустрии Туризма (МГИИТ) им. Ю.А.Сенкевича Уровень образования: Неполное высшее. Факультет: Факультет заочного обучения: гостиничное дело (бакалавриат). Специальность: Специалист Гостиничного Бизнеса. Форма обучения: Заочная.

по 2009

Московский Медицинский Колледж им. К. Цеткин Уровень образования: Среднее специальное. Специальность: Акушерка. Форма обучения: Дневная/Очная.
Курсы и тренинги

2013

Claviga Leadership Training. Claviga, гостиничное дело, г. Москва

2013

Claviga Up Selling Training. Claviga, гостиничное дело, маркетинг, г. Москва

2013

Харизматичный Оратор. Университет Риторики и Ораторского Мастерства, г. Москва

2010

Курсы Массажа Мирового Класса. Лига Массажистов России, г. Москва

Знает и умеет
Английский язык разговорный
О себе

Experience in leading hotels of the world
Guest-oriented and service minded
Management skills, skills of setting objectives and monitoring their implementation by staff
Highly developed communication skills
Disciplined
Positive attitude and proactive in developing new strategies and towards changes
good knowledge of the hospitality and business management fields
Fluent in Russian and English, oral and written.
User Microsoft Office, Loris, POS, Opera, Micros

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Подробнее
№ 35780311 обновлено 25 августа 2016, 10:18
Guest Relation Manager
По договоренности, готова к командировкам
Женщина, 27 лет (29 марта 1989)
Не замужем, детей нет, гражданство Россия
Москва, Москва, готова к переезду
Опыт работы 5 лет и 3 месяца
Training and development manager
1 год 2 месяца
май 2015  — июнь 2016
Rixos Mriya Resort, Ялта, полная занятость
Researching and analisis of the service level in the hotel
Creation of the Training base from the ground, depending on the evaluation results
Writing new training modules, translation and adaptation company's headquarters' trainings
Creation of the Training Department, the structuring of the work and management of Training Department, including reports and projects for the development of the hotel
Communication with colleagues, coaches, analysis of training market
The formation and implementation of the customer service quality standards based on the best national and international standards and practices.
Organization of the training process for staff (800 people), adaptation, development, motivation, discipline policies, certification and so on.
Conduction of the developing trainings for staff
Implementation of assessing the effectiveness of training and making the necessary adjustments to the program
Writing and implementation of internal rules, regulations, SOPs, etc..
Support in the organization of the correct and healthy relationships within the team
Assistance in improvement of the departments' work, the introduction of new ideas, the development of systems that support the development departments
Unseparated help in the work of the Human Resources Department
Training and development manager
7 месяцев
февраль   — август 2015
Fine Hotels & Resorts, Красная поляна, полная занятость
Researching and analisis of the service level in the hotel
Creation of the Training base from the ground, depending on the evaluation results
Writing new training modules, translation and adaptation company's headquarters' trainings
Creation of the Training Department, the structuring of the work and management of Training Department, including reports and projects for the development of the hotel
Communication with colleagues, coaches, analysis of training market
The formation and implementation of the customer service quality standards based on the best national and international standards and practices.
Organization of the training process for staff, adaptation, development, motivation, discipline policies, certification and so on.
Conduction of the developing trainings for staff
Implementation of assessing the effectiveness of training and making the necessary adjustments to the program
Support in the organization of the correct and healthy relationships within the team
Assistance in improvement of the departments' work, the introduction of new ideas, the development of systems that support the development departments
Club Lounge Supervisor
1 год 9 месяцев
июнь 2013  — февраль 2015
Lotte Hotel, Москва, полная занятость
Work with VIP-guests, businessmen
Organisation of the business meetings, conferences
Check-in/Check-out procedures on VIP level
Organisation of Club Lounge team work
Organisation of Club Lounge restaurant work, control under the international standards
Conflicts resolving
Making a good result of Premium Level goods sales
Creation and conduction an internal trainings
Business correspondence
Internal Trainier
2 года 3 месяца
декабрь 2012  — февраль 2015
Lotte Hotel, Москва, частичная занятость
Creation and conduction an internal trainings
Creation and conduction of trainings in English
adaptation of the newcomers
control under the training results
mistery guest experience, quality check and benchmarking
business trip to South Korea for knowledge changing
Guest Relation Agent
11 месяцев
август 2012  — июнь 2013
Lotte Hotel, Москва, полная занятость
Work with VIP-guests
Welcoming guests, sales stimulation by a professional demonstration of the product (a tour of the hotel)
Business correspondence
All operational processes at the reception (check-in/check-out)
Handling complains, conflict resolution
Concierge
11 месяцев
август 2011  — июнь 2012
ОАО Гостиница Националь, Москва, полная занятость
Selection and sale tickets for events, concerts
Preparation of individual and group tours for guests, guide selection
Building partnerships with restaurants, clubs, etc.
Guest leisure organization
Operator
6 месяцев
март   — август 2011
ОАО Гостиница Националь, Москва, полная занятость
Receiving phone calls in accordance with the standards of luxury hotels
Неполное высшее образование
2018
Московский Государственный Институт Индустрии Туризма (МГИИТ) им. Ю.А.Сенкевича
Факультет заочного обучения: гостиничное дело (бакалавриат)
Заочная форма обучения
Специалист Гостиничного Бизнеса
Среднее специальное образование
2009
Московский Медицинский Колледж им. К. Цеткин
Дневная/Очная форма обучения
Акушерка
Курсы
2013
Claviga, гостиничное дело
Claviga Leadership Training
Москва
2013
Claviga, гостиничное дело, маркетинг
Claviga Up Selling Training
Москва
2013
Университет Риторики и Ораторского Мастерства
Харизматичный Оратор
Москва
2010
Лига Массажистов России
Курсы Массажа Мирового Класса
Москва
Навыки и умения
Иностранные языки
Английский (разговорный).
Профессиональные навыки
MS Office MS Excel MS PowerPoint Opera Micros POS Loris MS Outlook MS Word 1С: Управление Закупками Английский язык Обучение персонала Тренинги Оценка персонала Деловая перепискаКонтроль качества
Дополнительные сведения
Experience in leading hotels of the world
Guest-oriented and service minded
Management skills, skills of setting objectives and monitoring their implementation by staff
Highly developed communication skills
Disciplined
Positive attitude and proactive in developing new strategies and towards changes
good knowledge of the hospitality and business management fields
Fluent in Russian and English, oral and written.
User Microsoft Office, Loris, POS, Opera, Micros