Assistant, supervisor

Viktoria Ivanovska

Telephone : +971*********

e-mail : ********@****.***

Nationality: Macedonian

Date of birth : 16.09.1992

Current country : UAE, Dubai

PERSONAL SUMMARY

Enthusiastic self-starter with strong background in performing clerical and secretarial tasks using exceptional communication and customer service acumen. Proficient in providing support to executives, taking minutes, handling appointments and messages, and writing correspondence. Strong background in MS Word, Excel, PowerPoint and Outlook. An expert communicator who is known for multitasking and completion of assigned tasks within deadline. Skills: Communication, Teamwork, Negotiation and persuasion, Problem solving,Leadership Organisation, Perseverance and motivation, Ability to work under pressure, Confidence. Boa Club and Lounge, Dubai

Assistant to Reservation Manager from 12.09.2017 - present DUTIES AND RESPONSIBILITIES:

Assist with the day to day management of the Front Office operations

Demonstrate the ability to effectively interact, coordinate and communicate through daily pre-shift meetings with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests

Be an expert and demonstrate knowledge of all services/features, hours of operations, special packages and promotions, daily house count and expected arrivals/departures.

Champion, promote and successfully track departmental and organizational initiatives e.g. upsell programs.

Ensure front desk agents properly complete required checklist items at the end of each shift

Instills a calm, organized approach when interacting in stressful situations

Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction

Ensure that sufficient staffing is present to meet the daily business demands

Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data

Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction

Assist management to recruit, hire, train and successfully support and manage the talent of all new and existing team members

Beach Club: Blue Marlin Ibiza Uae, Dubai

Assistant to Reservation Manager from 13.12.2016 – 05.09.2017 DUTIES AND RESPONSIBILITIES:

Customer Satisfaction (Guest Feedback, Social Media Review).

Financial Performance (Up selling, Table Revenue, Operation Auditing).

Showing Initiative, Problem Solving, Staff Training, Team Leading.

Manages and motivates the Front Office team in order to provide a high standard of service for customers.

Welcomes guests and fosters customer loyalty through his/her friendly manner.

Develops high quality relationships with guests throughout their stay.

Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.

Oversee and supervises guest arrivals and departures with the front office

executive and managers

Provide high level of customer service and maintain a high profile in the day to day front office operations.

Ensure that personalized service is offered to each and every guest.

Ensures that the pricing policy and internal audit procedures are duly applied.

Supervises the management of debtors, group and individual guest invoicing and cash operations

Monitor all executive floor executives to ensure maximum guest satisfaction through

personal recognition and prompt cordial attention from arrival through departure.

Review arrival list for all arrivals and VIPs to check table allocations, amenities and special requests.

Prepare monthly and daily revenue report .

Involved in recruitment of new team members for front office.

Integrates and trains employees, providing support for skills development.

Ensures that all front desk employees are well presented (uniforms, personal

hygiene etc), and also punctual.

Ensures that the workplace remains clean and tidy

Ensure team members have current knowledge of the venue products, services, facilities, events, pricing and policies and knowledge of the local area and events.

Have a good knowledge of all systems and standard operating procedures of front

office.

Ensures that guest documentation and information is available and up-to-date Nova Ivi Fertility Clinic -UAE, Abu Dhabi : Front office Supervisor

( Opening Team) - 26.03.2015 till 28.10.2016

DUTIES AND RESPONSIBILITIES:

Coordinate communication between patients, family members, medical staff, administrative staff, or regulatory agencies.

Interview patients or their representatives to identify problems relating to care.

Maintain knowledge of community services and resources available to patients

Refer patients to appropriate health care services or resources

Investigate and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution

Explain policies, procedures, or services to patients using medical or administrative kno wledge

Read current literature, talk with colleagues, continue education, or participate in profess ional organizations or conferences to keep abreast of developments in the field

Collect and report data on topics such as patient encounters and inter-institutional problems, making recommendations for change when appropriate. Develop and distribute newsletters, brochures, or other printed materials to share information with patients or medical staff.

Provide consultation or training to volunteers or staff on topics such as guest relations, patients' rights, and medical issues.

Identify and share research, recommendations, or other information regarding legal liabilities, risk management, or quality of care. Analyze patients' abilities to pay to determine charges on a sliding scale.Teach patients to use home health care equipment.

Le Royal Meridien Hotel - UAE, Abu Dhabi

Assistant to Guest Relation Manager 29.06.2014 - 15.03.2015 DUTIES AND RESPONSIBILITIES:

Ensure and provide flawless, upscale, professional and high class guest service experience

Analyse customer feedback and provide strategic direction to continuously improve over all rating

Respond to guests needs and anticipate their unstated ones

Expect Actively and listen react and resolve promptly guests’ to guests complaints requirements and inquires

Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)

Coordinate and manage communication between guests and staff and follow up to ensu re complete service recovery

Promote all amenities, conveniences and programs offered

Direct, coach and manage guest relations team to ensure all standards and operating pr ocedures are adhered to.

Appraise team’s performance and produce reports

Examine activities logbook, assign tasks appropriately and implement control schedule daily

TDIC -Caramel restourant and lounge Abu Dhabi : Front Desk Supervisor ( Opening Team) 17.09.2013 - 28.07.2014 DUTIES AND RESPONSIBILITIES:

Ensure Outstanding customer care at all

times.

Courteously and accurately answers inquiries from potential guests and accepts restaurant

reservations.

Responds to telephone and in-person inquiries regarding reservations and

guest concerns.

Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.

Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

Supervise the operations of the front desk to ensure an optimal level of service and hos pitality is provided to the guests.

Educaton

High school “Goce Delcev” –Kumanovo

Languages:

Macedonian- native language

English – fluent spoken and written

Serbian – fluent spoken and written

Computer skills:

MS Office, Excel, Word, Power Point, Open Table, Opera, ResPak etc

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