Head of Department

Описание

OBJECTIVE: Obtain a perspective, challenging, long term work

The Almaty Academy of Tourism & Sports graduated in 2005
Faculty: Social Technologies
Specialty: Manager of Social Cultural Service and Tourism
EDUCATION: Courses/certificates:
- In the beginning. Savvy service (Savvy Service and Hospitality)
- «Foundation of leadership» (June 2007 Aktau)
- HRS training ( Hotel and Restaurant Systems : FIDELIO, MICROS, OPERA, NORVEQ SYSTEMS (Ving,
Elsafe )
- “Dynamic Teams” (January 2007, St.-Petersburg)
- “Workshop” (June 2008, Istanbul)
- “ Get on Board” (August 2008, Aktau)
- “Developing you, Developing others” (November 2009, Aktau)
- “Passports to Success, MOD training” (September 2009, Aktau)
- “The Business We Do” (March 2010, Aktau)
- “U.S. Foreign Corrupt Practices Act (FCPA)” (March 2010, Aktau)
- “Look Books” certification (June 2010, Aktau)
- “Impact Leadership” (June 2010, Aktau)
- “Service Excellence Rooms Workshop” (July 2010, Moscow)
High School № 17

WORK EXPERIENCE:
Position: Service Manager
1998-2000 - control and reporting/work with documents
Tourism Company “Voyage”
2000-2003 Position: Senior Manager on tourism
registration of visas, passports
Negotiating, correspondence
Drawing up and a selection of individual Tours, cruises...
The Closed joint-stock company Research institute of oil and gas.
2003-2004 “Oil Construction Company”
Position: Administrator of department of Ecology
- interpreter
- conducting negotiation
2005-2010 “Renaissance Aktau Hotel”
Position: Senior Front Office Supervisor 2005-2008
DTS Manager 2008-2009
FD Manager 2009
FO Manager 2009-2010
Lead the FO Department daily operations.
Controlled scheduling all desk clerks as business demands.
Made sure the information is passed on in the department.
Promoted all Marriott programs, including Marriott Rewards Program to make them a full success. Kept
the new enrollments tracking and made sure that the incentive benefits were in place for the
associates.
Maintained the air of discipline within the department.
Managed the department with the tools at hand so as to provide the highest degree of services in the
most efficient manner in accordance with company standards, procedures and policies.
Reviewed constantly the performance of the reports to ensure thoroughness and accuracy; pointing out
inaccuracies where appropriate.
Controlled regularly all the Departmental routine procedures.
Ensured the associates were always in proper uniform in accordance with the Standard Operational
Procedure.
Set up the regularly meetings of employees to ensure proper knowledge of new procedures, problems,
complaints and coordination of Front Desk Duties following the developed agenda. Utilized the 15
minutes trainings when the shifts overlap.
Handled all the problems and complaints that may arise in the best professional manner using their
hotel knowledge, SOPs, LSOPs and good common judgment to obtain the best possible guest
satisfaction.
Championed change, ensured brand and regional business initiatives are implemented and communicated
follow-up actions to team as necessary.
Developed systems to enable associates to understand guest satisfaction results.
Ensured that the customer recognition program were in effect throughout controlled areas.
Set goals and expectations for direct reports using the performance review process and held staff
accountable for successful performance; coached team by providing specific feedback to improve
performance. Conducted annual performance appraisal with direct reports according to Standard
Operational Procedures.
Promoted and supported VIP recognition Programs.
Was responsible for meeting the Department budget goals, took part in monthly P&L meetings.
Supported the hotel credit policy and related procedures.
Checked that all the daily reports were run and done. Made sure they were filed correctly.
Contingency reports and back up procedures were done regularly and on time.
Continually audited the associates for: hospitality skills, reg. cards, signatures, credit limit,
uniforms, tardiness, cash handling, key procedure etc.
2016 till now “Caspian Riviera Grand Palace Hotel”
Position: Housekeeping Manager

Direct the work of the hotel department to achieve high quality cleaning of guest rooms and public
areas of the hotel, laundry.
Engaged in gardening, I control all the gardening inside and outside the hotel.
Develop the standards of the work of the room service department, laundry
Work on the principle: planning - cleaning - monitoring.
Deal with the prioritization of the distribution of works on objects.
Engaged in the organization of effective work of personnel (trainings of personnel, setting tasks,
monitoring their implementation, motivation)
Make the schedule of work of the personnel, the table of the account of working hours, registration
of awards,
Spend the attestation of employees and give an assessment of the results of production activities
and the quality of customer service;
Every day I carry out inspections of the number of rooms to monitor the status of guest rooms, the
quality of cleaning of public areas.
Every day I hold briefings with the staff.
Control and analyze the main expenses of the department and budget performance indicators of the
plan.
Control the consumption of guest supplies, detergents, bed linen and uniforms, fertilizers.
Control the work of laundry, safety of room linen, uniforms, guest accessories and keys from rooms
of rooms, warehouses.
Timely accounting and reconciliation of inventory.
Process the applications and supervise the implementation process.
Monitor the conclusion and execution of contracts, compliance with internal standards. I spend
interviews, instruction in the workplace.
Competent interact with other departments.
I love work, quickly and easily learn. Leader from God.
Language skills - English – good
- Russian – native
Additional information Computer Knowledge:
Diploma. Computer courses “Media Service”
- MS office package, mailing and Internet applications, Excel, Power Point
Personal characteristics:
- Responsible, objective listener, punctual, communicative


All reference can be submitted upon request.