Anushik Sarkisyants

Anushik Sarkisyants

Guest Experience Manager at Hyatt Regency Phuket
Lives in Phuket, Thailand
over 6 months ago

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Guest Experience Manager FO department

Experience

  • Guest Experience Manager

    Hyatt Regency Phuket - Phuket, Thailand

    Front Office reception
    November 2018 - Now · 2 months

    Reporting to the Front Office Manager and Assistant Front Office Manager in absence of FOM, responsibilities and essential job functions include but are not limited to the following: Leads and supports all Guest Experience initiatives at the property. (Welcome and engage with guest in the lobby, around pool and outlets) Gem notes (ensure of updating and increase ratio of notes) Support Host team upon check in or check out Review V1, V2 and V3 2 days and 7 days in advance Monitoring daily Gem report and send out important information of guest to concern department Attending 4.30 pm briefing to update of GEM guest, log book and next day arrival Handling all request of Globalist like emails, World of Hyatt, bookings questions ect. Leads and develops a team of Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions Conducts Brand refreshers training to Hosts team member (Role play) weekly Have direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback. Also to be around at Pool, Pool house in the morning (Breakfast), Pool Bar in the evening, Regency Club Pushing and increase of upselling (conduct training for upsell), highlight to up seller each month Daily Review arrival list for all VIPs or highlighted guest(high rates, complained red flag ect) from GEM report to check room allocations, amenities and special requests. Review GEM emails daily Review daily GEM report Follow up and updating on guest complaints from log book Daily courtesy calls of non-club guests. (Minimum 10 guest, calls between 10.30 – 12.00 and 17.00 – 20.00) Handling guest transportation, trip and restaurant bookings Handling of customer service emails

  • trainee management FO

    Novotel Phuket Surin Beach Resort - Phuket, Thailand

    Front Office reception
    January 2018 - July 2018 · 7 months

    GENERAL MISSION • Russian Management Trainee is under the direct supervision Guest Experience Manager /Room Division Manager which is incase that GEM not on shift. This position handles both check in and checks out of our guests and at the same time to maintain a high standard of service of guest expectation. To assist and support Guest Experience Manager in the daily operation under guest experience section in particular to requirement support task from GEM (any requirement project support)or indirect for RDM or Assistant Front Office Manager for reception operations. • Directly responsible for the day to day operation of the guest Services section whilst on duty and indirectly for Guest Experience Sections. • On a broader scale the Russian Management Trainee is to ensure that all the hotel’s guests are greeted, attended to and assisted with a level of serviced that is professional, efficient yet friendly and second to none. Be a main liaison and handle Russian guest for any inquiry and being act as the intermediary and translator for Russian languages in Front Office Operation team. • Russian Management Trainee is also to ensure that all guests are made to feel comfortable and welcome in a genuine warm way at all times.

  • Bartender

    Grand Millennium Al Wahda - Abu Dhabi, United Arab Emirates

    F&B service
    October 2016 - December 2017 · 1 year and 3 months

    Responsibilities Taking orders from waitress; Mixing cocktails, prepare different alcohol and non-alcohol drinks; Organize work of Bar Department; Cooperate with restaurant, provide info for guests about the facility; Cashiering and payment transactions; MICROS operations.

  • Bartender

    Pullman Sochi Centre - Sochi, Russia

    F&B service
    April 2014 - August 2016 · 2 years and 5 months

    Responsibilities Taking orders from waitress; Mixing cocktails, prepare different alcohol and non-alcohol drinks; Organize work of Bar Department; Cooperate with restaurant, provide info for guests about the facility; Cashiering and payment transactions; MICROS operations.

  • Waitress

    Mercyre Sochi Centre - Sochi, Russia

    F&B service
    January 2014 - April 2014 · 4 months

    Responsibilities Greeted and escorted guests to table, provided a warm and friendly welcome; Assist guests in order selection by promoting specific menu items and specials; Respond to inquiries regarding meal preparation and service; Continually visited guest tables to promote inviting and attentive service; Ensure high guest check averages by suggesting and selling additional food and beverage items; Collect payments and balance transactions with receipts; Provided superior guest service, friendliness and restaurant cleanliness using the restaurants policies and procedures.

Education

  • Moscow State Institute of Tourism Industry - Kislovodsk, Russia

    September 2009 - June 2015

    specialist in services in hotel business and tourism

Languages

  • Russian
    Native or fluent
    100%
  • English
    Native or fluent
    100%

Skills

  • Exsell
  • Micros
  • Microsofr office
  • Opera, FBM, REX,HOT SOS.
Connections
Mihai Lițoiu
Sales Executive at Radisson Blu Hotel, Bucharest
Abigail Okech
Bar Waitress at MAJESTIC HOTEL TOWER
Chande Nuhu
Executive Pastry Chef at BlueBay Hotels & Resorts
Following
Tried and Supplied
London, United Kingdom
Novotel Amsterdam City - Accor
Amsterdam, Netherlands
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