Quality operations manager, Front office department management

Venera Shakirova

No* Jialingjiang East Road,ETDZ, Qingdao,

Shandong, China, 266555

176-****-****/86-532-****-**** ******.*********@*****.***

Career Objective

Seeking contribution as a senior level management position in an international hotel chain with emerging presence in Asia

Profile

Excellent coordinator, a result-oriented professional administrator for the past six years with proven track record of improving operation effectiveness. Strong sense of numbers, a hard working team player with analytical skills resulting in positive impact on overall bottom line. Often determined in actions, believes in getting-the-job done; strives to create an open, trustful environment and seeking convergence of company goals and employee goals through delegation. Committed to corporate prosperity and, both a worker and a manager, trained to formulate clear objectives at task and strategic levels

Professional Experience

Hilton Qingdao Golden Beach

Qingdao, China

Quality Operations Manager April 2018 – present

Preview the hotel expected arrival guest list, pick up the foreign guest arrival, pre-arrivals emails

Daily review hotel VIP arrivals and liaise with relevant departments to ensure the VIPs arrival experience including the room inspection, welcome amenities set up

Checking guests rooms for the same guests arrivals day

Cover the breakfast operations time checking restaurants team members grooming, table standards

Work at Front Office (Lobby, Reception, and Executive Lounge) for ensuring team members are in room grooming condition

Collecting the guest’s feedback and feedback to the hotel management

Checking the hotel lobby and Public Areas facilities

Familiar with hotel Emergency procedure and acts as a part of Hotel Crisis Management team

Review the Quality Assurance report and assist Direct of Operations to initialize the Hotel QA improvement Plan among the Operations Departments

Drive SALT, Medallia guest’s satisfaction score

Tangla Dongguan HNA hotel

Dongguan, China

Quality Operations Manager 2015 – March 2018

Reporting to General Manager, oversees and improve quality of service, leads hotel quality team in meeting international standards

Reinforce and maintain brand identity through customer-oriented hotel activities and social networking

Implement “Mystery Shoppers” program and respond to feedbacks

Organize, coordinate, prioritize and set targets for cross-departmental quality meetings

Sofitel Royal Lagoon

Dongguan,China

Duty Manager 6/2014-5/2015

Led department to meet guests’ satisfaction rate from 73% to 92%

Trained and monitored customer satisfaction rate at front office

Hands-on working with front office staff, designing an SOP for guest check-in

Maintained constant awareness to “delight” customers across various hotel functions

Kande International Hotel

Dongguan,China

Guest Relations Officer 5/2013- 5/2014

Improved market share of foreign and VIP guests

Assisted Front Office staff with English trainings and guest-receiving procedures in an international environment

Achieved customer satisfaction rate of 88% from 65%

Holiday Inn hotel

Chelyabinsk, Russia

English and French interpreter 2/2012-01/2013

Organized tours for international guests

Handled guests’ complaints

Coordinated daily operations management within departments

George's restaurant of Galilee,

Rhode Island, the USA

Intern,crew member 5/2010-09/2010

Practiced organizing festivities and events for guests in a fast pace environment

Achieved customer satisfaction rate of 94% from 70%

Reinforced the strategy of attracting new customers in area

Career Highlights

Became the Ambassador of HNA Hospitality Group company of hotels, May 2017

English teacher in Tangla Dongguan Hotel from 2014 until now

Volunteer Run Organizer for Tangla Dongguan in May, 2017

Spearheaded new online system “Brand Wisdom” for Tangla Dongguan, September 2016

Increased 10% revenue for Tangla Dongguan

Areas of Expertise

Hotel Management Marketing

Leadership Management Innovation

International Communication Quality Control

Volunteer work

HNA Company Volunteer Run, May 2017. Marathon 8 km in Purpose of spreading Healthy Way of style

Reception of Mr. and Mrs. Henry Friedman, a renowned professor in the field of Culture Affairs, organizing Gala dinner speech with local community of volunteers, May 2017

Education & Training

Master of Arts in Linguistics and Communications

South Ural State University, Russia

English, Fluent

Russian, Fluent

French, Intermediate

Chinese, intermediate

Other Information

Traveling, swimming, fashion design and styling, Reading

Reference available upon request

Contact this candidate