Front Office Customer Service

ROMAN SMYRNOV

Kuibisheva Street **/*, Feodosiya

Republic of Crimea, Russian Federation, 298100

Home: +7(36562) 31511

Cell: +797********, +960*******

Email: ************@*****.***

Linkedin: ru.linkedin.com/pub/roman-smyrnov/26/769/132/ PROFILE SUMMARY

A highly motivated, self-directed professional, with strong initiative and desire for achievement seeking supervisor/management role. Dynamic, courteous professional with proven leadership and communication skills. Being a result-oriented person and having a passion for delivering exceptional levels of guest service at all times, I have the ability to promote company services in order to maximize sales figures and increase customer satisfaction. Proven multi-tasking and problem solving skills within a fast-paced environment. Flexible and highly adaptable individual who can interact efficiently within a team and work well independently.

KEY SKILLS AND COMPETENCIES

Excellent verbal and written communication skills.

Outstanding customer service skills and problem solving skills.

Possess a high level of personal maturity and ability to work under pressure.

Excellent time management skills and ability to think outside the box.

Strong computer skills in all aspects including Microsoft office.

Possess a hands-on approach with strong leadership skills

Strong interpersonal skills and ability to successfully train, guide and mentor associates.

At ease in a multi-cultural environment.

Telephone and email etiquette

Strong understanding of accounting procedures (cashiering, rebates, etc)

Up-selling of services/products

Pre opening experience.

PROFESSIONAL EXPERIENCE

Soneva Jani Resort & Residences (Maldives)

October 2017 – Present

Front Office Team Leader

Support and supervise the day to day activities of Front office operations.

Managing the team of butlers (Mr. & Ms. Fridays)

Meet guests on arrival and bid farewell to departing guests.

Responsible for the preparation of duty roster of the front office section.

Resolve guest complaints by conducting thorough research of the situation and the most effective resolution.

Prepare and conducts daily meeting/ briefing with front office team to discuss about issues and updates, communicate effectively with the team and provide them with any necessary information.

Complete cashier and closing reports.

Coordinate guests' requests with the relevant departments.

Identify resource requirement and manage supplies allocation to ensure complete coverage & continuous availability.

Manage incoming and outgoing mails.

Assist in hiring and training associates in Front office duties.

Evaluate the performance of associates and provide appropriate feedback.

Maximize resort's sales revenue through up selling and marketing program.

Perform Guest relations officer ( Mr. Friday) duties upon management discretion.

Assist Front Office Manager in administrative tasks. Soneva Jani Resort & Residences (Maldives)

August 2016 – October 2017

Guest Relations Officer (Mr. Friday)

Welcomed guests in a polite, friendly manner

Managed check in and check out procedures, processed cash and card payments

Filled in guest details and ensured accuracy of data, updated guest history

Assisted with guest requests during stay in the resort

Promoted resort facilities and services, up sold activities

Handled guest complaints and resolved issues in efficient manner Anantara Kihavah Villas Resort (Maldives)

October 2015 – August 2016

Villa Host

Welcomed guests in a polite, friendly manner

Managed check in and check out procedures, processed cash and card payments

Filled in guest details and ensured accuracy of data, updated guest history

Assisted with guest requests during stay in the resort

Coordinated dining and experiences reservations

Solicited guest feedback and briefed Supervisors on matters of concern

Promoted resort facilities and services, upsold activities

Handled guest complaints and resolved issues in efficient manner Soneva Fushi Resort & Residences (Maldives)

June 2013 – September 2015

Guest Relations Officer (Mr. Friday)

Welcomed guests in a polite, friendly manner

Managed check in and check out procedures, processed cash and card payments

Filled in guest details and ensured accuracy of data, updated guest history

Assisted with guest requests during stay in the resort

Promoted resort facilities and services, upsold activities

Handled guest complaints and resolved issues in efficient manner Ayada Maldives Resort (Maldives)

November 2012 – April 2013

Guest Relations Officer

Welcomed guests in courteous, friendly manner

Provided assistance to Front Desk/Leisure & Concierge operations

Resolved complaints and followed-up on service recoveries

Provided information about resort facilities & services to guests

Collected guest feedback and filed relevant reports to GRM Alye Parusa Hotel (Ukraine, Feodosiya)

June 2010-August 2012

Restaurant Waiter

Took orders and served guests in a polite and prompt manner

Explained the dishes and drinks to customers

Upsold wines and other beverages from available selection

Collected payments from customers

Ensured cleanliness of tables and counters, arranged set up of tables for special events September-December 2010; Alpina Publisher (Russian Federation, Moscow) June-September 2011 Freelance Translator

Translated 3 books: “How capitalism will save us?” (Steve Forbes) ISBN 978-5-9614-1608-4

“EntreLeadership” (Dave Ramsey) ISBN 978-5-9614-1686-2

“Groupon’s Biggest Deal Ever” (Frank Sennett) ISBN 978-1250000842 May 2008 – October 2008; Palmira Palace Hotel (Ukraine, Yalta) May 2009 – November 2009 Restaurant/Bar Waiter

Took orders and served guests in a polite and prompt manner

Explained the dishes and drinks to customers

Collected payments from hotel guests

Ensured tidiness of tables and counters

Performed other tasks assigned by supervisor

EDUCATION:

September 2006 - June 2011 Taurida National V.I. Vernadsky University (Ukraine, Simferopol) Foreign Philology Faculty

Hon. Master of Arts degree in Translation/Interpretation October 2008 – June 2009 University of Deusto (Spain, Bilbao) Faculty of Philosophy and Philology

Undergraduate academic programme of EU Erasmus Mundus initiative 1996-2006 Secondary school with advanced English language studies (Ukraine, Feodosiya) Graduated with honors

TRAINING & SEMINARS:

August 2017 Butler training (South African Butler Academy) Soneva Jani Resort & Residences

October 2016 First Aid training

Soneva Jani Resort & Residences

September 2014 Board Rescue training

Soneva Fushi Resort & Residences

September 2013 Practical Butler course (Soneva Fushi Resort & Residences) International School of Modern Butlers

September 2009; CNGS Group (Ukraine, Simferopol)

October 2010 Translation/project management internship ADDITIONAL SKILLS

Ability to handle pressure and take initiative

Professional ethics and discreetness

Punctuality and excellent work discipline

IT: MS Office, AutoCAD 2010, Trados Studio Pro 2007, Adobe Photoshop CS2-CS4,

Wine serving

Driving license Cat. B

LANGUAGES

Russian – native language

English – full working proficiency

German – limited working proficiency

Spanish – limited working proficiency

Ukrainian – full working proficiency

References available upon request

Contact this candidate