Alla Spero-Jack

Alla Spero-Jack

Front Office Manager at Oberig Hotel
Lives in Kyiv, Ukraine
over 6 months ago

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Seeking an Assistant FO Manager position with utilizing exceptional supervisory skills, communication abilities, front desk and organizational experience to ensure the efficiency of the facility

Experience

  • Front Office Manager

    Oberig Hotel - Kyiv, Ukraine

    Management
    June 2018 - Now · 8 months

    • Monitoring Front Office Team to ensure high level of service is provided • Scheduling duty roster for Front Office Team • Make sure the hotel standards are up to date, creating new ways of increasing hotel's popularity • Working towards enhancement of room quality, outside presentation and inside guest area with Chief Engineering and Housekeeping Manager • Handle guest needs, inquiries, requests and complaints by assuring appropriate action is taken until guest satisfaction has been met and exceeded • Oversee revenue management and distribution strategy of the hotel and manage day to day yield operations • Challenge and influence hotel to improve service level and operational standards • Perform competitive benchmark studies and follow market trends • Provide weekly dynamic forecast of expected results • Oversee and audit the standards and operations of the reservations department • Ensure web site booking process is maintained up-to-date and functional • Evaluate performance of distribution partners and contracted rates (OTA, FIT, tour operator, corporate, groups)

  • Guest Services Supervisor

    KANDOLHU MALDIVES RESORT 5* (Maldives) - Malé, Maldives

    Guest Relations
    February 2016 - April 2018 · 2 years and 3 months

    • Monitoring Guest Service Team (GROs/Hosts) to ensure high level of service is provided • Responsible for confirming online bookings, payments and follow ups • Ensure full compliance to Front Office operating controls, SOP’s, policies, procedures and service standards • Review shift handover documents – follow up on any discrepancies/ missing information • Handle guest needs, inquiries, requests and complaints by assuring appropriate action is taken or delegated until guest satisfaction has been met and exceeded • Hold regular briefings and meetings with all head of departments, team members • Oversee the operations functions of the front office • Provide effective leadership to hotel front office team members • Maximizing room revenue through innovative sales practices • Inspect tidiness and cleanliness of the reception and front office area – report maintenance, housekeeping on any issues • Villa inspections prior to site inspection / guest arrival • Responsible for submitting MC requests for stationery and other items needed by FO

  • Guest Relations Officer

    KANDOLHU MALDIVES RESORT 5* (Maldives) - Malé, Maldives

    Guest Relations
    April 2015 - February 2016 · 11 months

    • Provide flawless, upscale, professional and high-class guest service experiences • Promote all amenities and programs offered • Assist guests with check-in and check-out, other cashiering duties • Handling guests' mails, messages and answering phone calls • Work towards maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for in-house guests • Communicate on a daily basis with guests, actively seeking verbal feedback. Implement actions to make any needed improvements to guest service • Assist with translations • Order, receive and maintain office supplies

  • Receptionist (Administrator)

    THE ENGLISH SCHOOL SPEAK-UP - Kyiv, Ukraine

    Administration & General
    November 2013 - April 2015 · 1 year and 6 months

    • Greet the customers courteously, cater for their special requests, needs and complaints • Oversee maintenance of the reception and waiting area • Coordinate customer payments and billing • Answer incoming telephone calls; operate PBX and multi-line telephone system • Monitor visitor access

  • Guest Relations Agent (Volunteering)

    EURO 2012 - Kyiv, Ukraine

    Guest Relations
    May 2012 - July 2012 · 3 months

    • Greet foreign guests at the airport • Assist with requested information and directions to guests • Escort guests to different means of transport at the airport

Education

  • Master`s degree

    Kyiv National Linguistic University - Kiev, Ukraine

    September 2009 - July 2017

    Germanic Philology, English and Foreign Literature

Languages

  • Ukrainian
    Native or fluent
    100%
  • Russian
    Native or fluent
    100%
  • English
    Native or fluent
    100%
  • French
    Limited working
    40%

Skills

  • Able to deal with stress
  • Able to prioritize
  • Excellent grooming
  • Front Office supervisory
  • Good at multitasking
  • Handling guest complaint
  • Highly professional
  • Honest, punctual,
  • Quick learner
  • Strong leadership
Following
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