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My career goal is to become a Hotel General Manager, empowering the team, creating synergies between the departments, driving innovation, exemplary customer experience, profitability.
I want to inspire women in hospitality for greater heights and demonstrate the benefits of having a woman in the leadership role.
My career path is different from the conventional professional development in Hotels, and it is what makes me a stronger candidate.
Having worked in a single Hotel and in the Corporate environment, I have acquired an excellent understanding of the entire Hotel’s Operations. I have extensive experience working with Front office, Sales, Finance, Revenue and Food & Beverage teams on implementing initiatives to increase guest’s loyalty, drive revenue, improve quality and automate processes.
In my current role as a Corporate Director of Reservations, I manage 5 teams distributed worldwide (Germany, Belgium, Russia, Czech Republic, Hong Kong) and focus on the critical components of operations to drive guest satisfaction and the desired financial results.
My unique skillset, knowledge and experience makes me a perfect candidate for a Hotel aiming to achieve smooth operation among the departments; drive innovation in all guests touch points; quick activation of all initiatives; process alignment; change management; maintain profit margins without compromising guest or employee satisfaction.
Corporate Director of Reservations
pentahotels - Frankfurt, GermanyReservationsOctober 2018 - Now · 3 months
Managing reservations offices for 29 Pentahotels worldwide
Assistant Director of Reservations Operations
Emaar Hospitality Group - Dubai, United Arab EmiratesOtherNovember 2013 - September 2018 · 4 years and 11 months
Managing Cluster Rooms & Restaurant Reservations offices for Emaar Hospitality Group (The Address Hotels + Resorts / Vida hotels / Rove Hotels, Armani Hotel Dubai)
Reservations & Revenue Manager
Kempinski Hotel Moika 22 - Saint Petersburg, RussiaReservationsFebruary 2009 - March 2010 · 1 year and 2 months
Hyatt Regency Lake Tahoe Resort & Casino - Incline Village, NV, United StatesSpa & WellnessMay 2006 - September 2006 · 5 months
Housekeeping Supervisor Trainee
Xanterra - Bryce Canyon, UT, United StatesHousekeepingMay 2005 - September 2005 · 5 months
Certification in Financial Management
University of Illinois at Urbana-Champaign - Urbana, IL, United StatesSeptember 2016 - November 2017
Certification in Call Center Management
ICMI - Colorado Springs, CO, United StatesMarch 2013 - May 2015
Bachelor’s Degree in Tourism & Travel Management
State University of Service and Economics - Saint Petersburg, RussiaSeptember 2002 - June 2007
RussianNative or fluent100%
EnglishNative or fluent100%
- After call survey
- Avaya CMS
- Call Center Management
- Channel management
- Cluster reservations office
- Complaint Handling
- Computer – Telephony Integration (CTI)
- Customer Relationship Management (CRM)
- Customer satisfaction
- Disaster Recovery
- Email management system
- First call resolution
- • Forecasting/Budgeting
- Hotel Pre-opening
- Interactive Voice Response (IVR)
- Learning Management System
- Loyalty system
- Management of multi-property PMS
- Managing Cluster reservations office
- Multimedia channel integration
- Mystery Shopping
- Objective settings (KPI & MBO)
- Online Payment solutions
- Opera PMS
- opera reservations system
- Process A
- Quality Monitoring
- Reservations Operations
- Restaurant reservations
- Revenue Management
- Room confirmations
- Speech Analytics
- Standard Operations Procedure (SOP)
- System interfaces (crs, pms, rms)
- Upsell initiatives
- work force management