Beketova Elena

Beketova Elena

Reservation Agent at Hyatt Regency Sochi
Lives in Sochi, Russia
over 6 months ago

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Experience

  • Reservation Agent

    Hyatt Regency Sochi - Sochi, Russia

    Sales & Marketing
    April 2017 - Now · 1 year and 8 months

    • Providing all required information about the Hotel, available services and facilities; • Answering all incoming phone calls and assisting the guests; • Processing all reservation requests, changes, and cancellations received by phone, fax or mail; • Replying to guest emails; • Maximizing revenue opportunities through up selling; • Personalizing guests profiles with accurate guests preferences; • Ensuring guests bookings are set up correctly including personalized information; • All the necessary skills of all operating systems for both reservations and switchboard, such as Reserve, Opera, Hotsos, 1C; • Assisting management in training and motivating employees; • Indicating special room reservation types (complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system; • Overseeing accuracy of room blocks and reservations; • Inputting group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms, and keep organizes files of all groups; • Setting-up proper billing accounts according to Accounting policies; • Open and close the free sale in all the Internet channels (Extranet) in accordance with the availability; • Processing advance deposits on reservations; • Communicating reservation information to the front desk; • Preparing visa support letters to the guest; • I took part in cross training at Sales and Marketing Department (80 hours).

  • Front Office Team Leader

    Hyatt Regency Sochi - Sochi, Russia

    Rooms division
    January 2015 - April 2017 · 2 years and 4 months

    • Welcoming and greeting guests at the reception desk upon their arrival; • Arranging requirements as per the guest requests and providing them with essential information; • Ensuring all areas of the reception desk are tidy and presentable at all times; • Dealing with emerging issues and complaints of guests; • Operating in systems for both reservations and switchboard, such as Reserve, Opera, Hotsos during the shift; • Assisting management in training and motivating employees; • Collaborating with other department such as operations and housekeeping team members to ensure the resolution of issues and coordinating the pre and post booking procedure.

  • Guest Services Officer Front Office

    Hyatt Regency Sochi - Sochi, Russia

    Rooms division
    December 2013 - January 2015 · 1 year and 2 months

    • Welcoming and greeting guests at the reception desk upon their arrival; • Arranging requirements as per the guest requests and providing them with essential information; • Ensuring all areas of the reception desk are tidy and presentable at all times; • Dealing with emerging issues and complaints of guests; • Operating in systems for both reservations and switchboard, such as Reserve, Opera, Hotsos during the shift; • Assisting management in training and motivating employees; • Collaborating with other department such as operations and housekeeping team members to ensure the resolution of issues and coordinating the pre and post booking procedure.

  • Reservation Manager

    Tulip Inn Rosa Khutor - Krasnaya Polyana, Russia

    Sales & Marketing
    August 2011 - November 2013 · 2 years and 4 months

    • Providing all required information about the Hotel, available services and facilities; • Answering all incoming phone calls and assists guests; • Processing all reservation requests, changes, and cancellations received by phone, fax or mail; • Replying to guest emails; • Inputting group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms, and keep organizes files of all groups; • Welcoming and greetings guests at the reception desk upon their arrival; • Arranging requirements as per the guest requests and providing them with essential information; • Ensuring all areas of the reception desk are tidy and presentable at all times; • Dealing with emerging issues and complaints of guests.

  • Marketing Internship

    Thavorn Palm Beach Resort - Phuket, Thailand

    Sales & Marketing
    August 2010 - January 2011 · 6 months

    • Cross-training at Front Office department, Reservation Center department, House Keeping department, Food & Beverage department; • Preparation of check-ins; • Control of check-outs; • Guest relations; • Responding to emails, to telephone requests.

Languages

  • Russian
    Native or fluent
    100%
  • English
    Full professional
    80%
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