Join Hosco and view Alena's full profile, it's free !
As a Hosco member, you will:
- Make yourself visible to thousands of companies in the hospitality industry'
- Join a community of 180'000+ students and professionals
- Learn more with new articles & videos every week on hosco.plus
Experience
6 years and 10 months
-
Guest Relation Manager
Swandor Hotels & Resorts - Cam Ranh, Vietnam
Guest RelationsJanuary 2018 - Now · 6 years and 3 monthsMain 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 RelationsApril 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)
We didn’t find any new information on your CV to add to your profile. We advise you to manually add new information or try a different CV.
We’ve added the following information to your profile:
- Current location
- Profile summary
- {{ $ctrl.getToastParams($ctrl.toasts.PARSE_CV_SUCCESS, 'languages') }} Language
- {{ $ctrl.getToastParams($ctrl.toasts.PARSE_CV_SUCCESS, 'languages') }} Languages
- {{ $ctrl.getToastParams($ctrl.toasts.PARSE_CV_SUCCESS, 'educations') }} Education
- {{ $ctrl.getToastParams($ctrl.toasts.PARSE_CV_SUCCESS, 'educations') }} Educations
- {{ $ctrl.getToastParams($ctrl.toasts.PARSE_CV_SUCCESS, 'experiences') }} Experience
- {{ $ctrl.getToastParams($ctrl.toasts.PARSE_CV_SUCCESS, 'experiences') }} Experiences
- {{ $ctrl.getToastParams($ctrl.toasts.PARSE_CV_SUCCESS, 'nationalities') }} Nationality
- {{ $ctrl.getToastParams($ctrl.toasts.PARSE_CV_SUCCESS, 'nationalities') }} Nationalities
- Date of birth
- Driving License
- Phone Number
Take a moment to look at your supercharged profile!
We couldn’t update your profile using your CV.
We couldn’t update your profile. However, your CV has been saved.
There was an error uploading your CV.
Still want to supercharge your profile? We advise you to upload a .doc file or a different CV.