Alena Chukhnova

Alena Chukhnova

Guest Relation Manager at Swandor Hotels & Resorts
Lives in Cam Ranh, Vietnam

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Experience

6 years and 10 months

  • Guest Relation Manager

    Swandor Hotels & Resorts - Cam Ranh, Vietnam

    Guest Relations
    January 2018 - Now · 6 years and 3 months

    Main responsibilities: - Hire new GR staff and educate according to Hotel standards. - Provide trainings for GR Department according to hospitality and hotel standards. - Create weekly schedule of GRO, arranging working shifts for Department. - Analyze and improve the work of GR Department. - Provide correct information about Hotels in all Social Media (including photo/video material, hotel’s concept, information about all facilities and services) as well as update it accordingly (Tripadvisor, Top Hotels, Booking, Agoda, Expedia, Google, Instagram, Holidaycheck etc.) - Approve all replies on negative reviews prepared by GRO and provide relevant actions to meet guest`s requirements. - Control that all reviews on all web sites are replied not later that during 1 day. - Follow up and control the work of Sedna 360 and Review Pro (to prepare final analysis of guest satisfaction) and provide reports monthly to Head of Departments of the hotel. - Follow up all complains and take necessary actions. - Handle all situations with conflict guests, find out best ways to resolve it. - Control VIP arrivals (MICE and FAMTRIP groups) to assure their satisfaction with the hotel services and future cooperation. - Follow up and take actions in extraordinary situations, that may require cooperation with police, embassies or hospitals. - Control all the reports provided by GR Department – Staff bonus report, GR report (that includes monthly hotel social media results on base of guest's reviews, comments, collected surveys). Provide training for new staff to ensure every part is done correctly. - Provide information support to the agents. - Control that correct information was provided (ENG, RUS, VIET, CH, KOR) for all printed matter, as Fact Sheet, In-Room Directory, Compliment Cards, Sign boards, Food Name Tags etc. As well as update all changes. - Arrange webinars and participate, entering various meeting as hotel representative.

  • Guest Relation Officer

    KRESTOVAYA PAD HOTEL - Irkutsk, Russia

    Guest Relations
    April 2017 - October 2017 · 7 months

    • Greet, register, and assign rooms to guests of hotels. • Contact housekeeping or maintenance staff when guests report problems. • Make and confirm reservations. • Issue room keys and escort instructions to bellhops. • Perform book keeping activities, such as balancing accounts and conducting nightly audits. • Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers. • Compute bills, collect payments, and make change for guests. • Record guest comments or complaints, referring customers to managers as necessary. • Review accounts and charges with guests during the check out process. • Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment. • Prepare for basic food service, such as setting up continental breakfast or coffee and tea supplies.

Education

  • Internship

    UNIVERSITY OF FOREIGN LANGUAGES - Dalian, China

    March 2016 - July 2016

  • Internship

    NORTH-EASTERN PEDAGOGICAL UNIVERSITY - Changchun, China

    March 2015 - July 2015

  • Bachelor’s Degree in Foreign regional studies: Regions of Eurasia

    IRKUTSK STATE UNIVERSITY - Irkutsk, Russia

    September 2013 - July 2017

  • Internship

    THOMAS MANN GYMNASIUM - Oschatz, Germany

    March 2012 - July 2012

Languages

4 languages

  • Russian

    Native or fluent

  • English

    Full professional

  • Chinese

    Full professional

  • German

    Full professional

Personal information

Nationalities

  • Russian

Date of birth

July 10th 1995

Driving License

Yes

Skills

3 skills

  • • Ability to conduct business in 3 languages
  • Excellent written and verbal communication skills
  • Programs(Sedna,Sedna POS,Sedna 360,1C,Word,Excel)
Connections
Ahmed Sharf
Bell Captain presso Waldorf Astoria Dubai
Following
Hyatt Hotels Dubai
Hyatt Hotels Dubai
Dubai, United Arab Emirates
Marriott Marquis City Center Doha Constance Ephelia Resort
Other members
Carly Nguyen
Da Nang, Vietnam
David Plaschy
Nha Trang, Vietnam
Kadek Wina Jelita wati
Nha Trang, Vietnam
Benny Chin Li Kang
Nha Trang, Vietnam
Tuan Nguyen
Nha Trang, Vietnam
View more
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