Elena Mukhanova

Elena Mukhanova

Corporate Director of Reservations at pentahotels
Lives in Frankfurt, Germany
over 6 months ago

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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.

Experience

  • Corporate Director of Reservations

    pentahotels - Frankfurt, Germany

    Reservations
    October 2018 - Now · 3 months

    Managing reservations offices for 29 Pentahotels worldwide

  • Assistant Director of Reservations Operations

    Emaar Hospitality Group - Dubai, United Arab Emirates

    Other
    November 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, Russia

    Reservations
    February 2009 - March 2010 · 1 year and 2 months

  • Spa Receptionist

    Hyatt Regency Lake Tahoe Resort & Casino - Incline Village, NV, United States

    Spa & Wellness
    May 2006 - September 2006 · 5 months

  • Housekeeping Supervisor Trainee

    Xanterra - Bryce Canyon, UT, United States

    Housekeeping
    May 2005 - September 2005 · 5 months

Education

  • Certification in Financial Management

    University of Illinois at Urbana-Champaign - Urbana, IL, United States

    September 2016 - November 2017

  • Certification in Call Center Management

    ICMI - Colorado Springs, CO, United States

    March 2013 - May 2015

  • Bachelor’s Degree in Tourism & Travel Management

    State University of Service and Economics - Saint Petersburg, Russia

    September 2002 - June 2007

Languages

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

Skills

  • 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
  • Customer-service
  • 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
  • Micros
  • Multimedia channel integration
  • Mystery Shopping
  • Objective settings (KPI & MBO)
  • Online Payment solutions
  • Opera PMS
  • opera reservations system
  • Process A
  • Quality Monitoring
  • RECRUITMENT
  • Reservations Operations
  • Restaurant reservations
  • Revenue Management
  • Room confirmations
  • Spasoft
  • Speech Analytics
  • Standard Operations Procedure (SOP)
  • System interfaces (crs, pms, rms)
  • TravelClick
  • Upsell initiatives
  • Verint
  • Webchat
  • work force management
Connections
Ravi Inder Pal Singh
Reservations at Atlantis The Palm
Raja P ( CRDE MIH )
ROOMS DIVISION MANAGER at ACCORD HOTELS & RESORTS
Viktor Liu
F&B Trainee at Kempinski Hotels
View 4 connections
Following
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Dubai, United Arab Emirates
Disney Cruise Line
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Abu Dhabi, United Arab Emirates
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