Резюме добавлено в папку «Входящие»
№ 35780311Обновлено 25 августа 2016
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Guest Relation Manager

По договоренности
Жен., 28 лет (29 марта 1989), неполное высшее образование, не замужем, детей нет
Москва, Москва , готова к переезду
Готова к командировкам, гражданство: Россия
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Опыт работы 5 лет и 3 месяца
1 год и 2 месяца
май 2015 — июнь 2016
Training and development manager
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
7 месяцев
февраль  — август 2015
Training and development manager
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
1 год и 9 месяцев
июнь 2013 — февраль 2015
Club Lounge Supervisor
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
2 года и 3 месяца
декабрь 2012 — февраль 2015
Internal Trainier
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
11 месяцев
август 2012 — июнь 2013
Guest Relation Agent
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
11 месяцев
август 2011 — июнь 2012
Concierge
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
6 месяцев
март  — август 2011
Operator
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
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Резюме № 35780311 в открытом доступе Последнее обновление 25 августа 2016, 10:18

Резюме

Guest Relation Manager По договоренности
Готова к командировкам.
Дата рождения: 29 марта 1989, 28 лет. Не замужем, детей нет, гражданство Россия.
Москва, Москва, готова к переезду
05.2015—06.2016   1 год 2 месяца
Training and development manager
Rixos Mriya Resort, г. 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
02.2015—08.2015   7 месяцев
Training and development manager
Fine Hotels & Resorts, г. 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
06.2013—02.2015   1 год 9 месяцев
Club Lounge Supervisor
Lotte Hotel, г. 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
12.2012—02.2015   2 года 3 месяца
Internal Trainier
Lotte Hotel, г. 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
08.2012—06.2013   11 месяцев
Guest Relation Agent
Lotte Hotel, г. 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
08.2011—06.2012   11 месяцев
Concierge
ОАО Гостиница Националь, г. 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
03.2011—08.2011   6 месяцев
Operator
ОАО Гостиница Националь, г. Москва, полная занятость.
Receiving phone calls in accordance with the standards of luxury hotels
Неполное высшее
2018
Московский Государственный Институт Индустрии Туризма (МГИИТ) им. Ю.А.Сенкевича
Факультет: Факультет заочного обучения: гостиничное дело (бакалавриат)
Заочная форма обучения
Специальность: Специалист Гостиничного Бизнеса
Среднее специальное
2009
Московский Медицинский Колледж им. К. Цеткин
Дневная/Очная форма обучения
Специальность: Акушерка
Курсы и тренинги
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