Virtual Assistant

Clare Klipa Gavanski Curriculum vitae

Full name: Clare Klipa Gavanski Nationality: English

Date of Birth: 29th May 1982 Email: **********@*******.***

Tel: 075******** Full clean driving license

I am an energetic positive person who has developed a mature and responsible approach to any task I am given. I have a varied career which has seen me working in the UK and abroad at different levels of seniority and with a wide range of people from all nationalities and industries. I believe that I can adapt to most situations and take full responsibility for any role I am given. I have a strong work ethic, good people skills and a sense of humor. I believe in working hard but also that the work place should be a positive and enjoyable place to be.

Employment

Reception Manager Solent Hotel – April 2012 to present

In this role I had full responsibility of ensuring that visitors and clients were received in an excellent and professional manner and that high operating quality demanded by the hotel was met at all times. This included managing room reservations that were taken from the reception team that were under my guidance and lead as well as carrying out full administration duties. I designed and maintained an effective administration system which enabled my team to respond and resolve any administrative problems and guest queries. On a daily basis I assisted in processing staff payrolls, keeping account of finances and updating staff files as well as managed a busy switch board. I would often take responsibility for booking travel and accommodation for senior managers on top of typing up correspondence including letters and, faxes and minutes.

To ensure that we were presenting the highest of standards I ensured that all reception staff were properly inducted and trained. This was something that I took upon myself and created a new process for existing staff and new members to the team. I also did a review of all existing standards and procedures and implemented new best practices to ensure a seamless delivery of Front of House Services. I received high recognition from senior management for this initiative. I ensured the disciplinary procedures were documented and completed to standard as well as putting in place a successful incentive program for the front of house team to encourage upselling of hotel rooms.

I led by example and always tried to be motivating and inspiring the team whilst offering guidance and support as well as reviewed my staffing levels to ensure the guest service, operational and financial needs were met. I conducted regular staff meetings to communicate a consistent message regarding the Front of house goals.

There were times I would also have to deal with difficult customer complaints in such a way that the outcome was satisfactory to both the customer and the hotel.

Administrator Vintage School - September 2009 – January 2012

I was the administrator for a business English school in Serbia, Eastern Europe. My duties included full reception responsibilities such as photocopying, answering telephone calls and taking messages, filing, reception of visitors (Supervising the signing in and out), to respond to requests for external telephone lines and numbers from members of staff, to receive and send e-mails, text messages and faxes, and forward appropriately and to receive and disseminate post and parcels.

Website administrator: Holiday Calling Internet Destination Guide - May 2009 – November 2009

I was working from home, creating, building and maintaining the content of an internet destination guide. I wrote daily news articles for various countries, advertised villa’s and held chat rooms to encourage advertisement and drive customers to the web pages. I had to liaise with clients regarding new product launches in addition to advertising opportunities. I also called potential clients promoting and persuading them to advertise their holiday homes with this company. As well as this I created advertising pages for business owners such as restaurants and bars.

Reception Manager and Administrator: Royal Caribbean cruises - September 2008 to April 2009

My position on these vessels had me working at high standards with large retail targets. I was running a reception team, covering a switchboard and supervising the greeting of clients. Advertising to cliental played an immense role in my daily assignments; I designed many leaflets and banners to encourage traffic into the business.

I trained the near 30 spa staff members to use diverse strategies and techniques in face to face advertising as well as implementing new ideas and procedures to ensure 5* customer service was provided.

I was employed on the two largest cruise liners in the world visiting many different destinations. I had full responsibility for all administrative work. My role also consisted of keeping the manager and directors schedules updated. I learnt to prioritize and coordinate multiple tasks, balancing the books and dealing with all discrepancies and complaints. As well as this I kept appointments running smoothly and upgrading all bookings. I gave weekly lectures to the staff in motivation and sales techniques. This position demanded me to think quickly on my feet and hold a high attention to all detail.

Receptionist, Manager and Assistant Spa Manager: Princess cruises – Star Princess and Emerald Princess

January 2007 to May 2008

I was employed on the cruise ships working in the hotel and spa area building my customer service and team building skills. These positions were highly demanding and required me to work to a five star standard and have excellent time management. The team consisted of 24 therapists and 5 receptionists. It was my duty to ensure all members of staff were fully booked everyday and retail targets were met by all. I managed the spa and salon for Steiner on the Emerald Princess cruise ship successfully and met the cruise targets set to us.

To fulfill the demanding weekly requirements I had to make phone calls to advertise the business for several hours a day, as well as continuously provide training to all staff. I also had to deal with customer complaints and queries and then investigate why these were occurring and how we could prevent them from happening again.

Teacher, Receptionist: Arniss Stables – New Forest, England - June 2005 to November2006.

Arniss riding center was primarily an exam center which gave me the opportunity to provide exam training courses to all staff members and clients. A large portion of my job had me organizing the structure of classes in which I taught in classroom theory every day. I held various seminars at the center on a wide variety of subjects; this involved an abundance of preparation to successfully deliver these tutorials. At this equine riding school we had over 40 horses in our care. For this position I was also responsible for keeping all records up to date and categorized. I had full administration duties including proof reading, data entry and scheduling clients, I also assisted in advertising the company via telesales and banners.

Assistant Manager and Teacher: Stag Lodge Stables – London, England - July 2004 to June 2005

Stag lodge Stables was an extremely busy riding school with 34 horses and 10 staff members. We provided lessons to members of the public and celebrities. This required me to have a high level of trust and discretion.

As the assistant manager and instructor my duties consisted of full reception duties. Being involved in promotions and advertisement of events held at the center. I also provided riding lessons in groups and on a one to one basis. This meant I had to organize the structure of both the practical and theoretical lessons.

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Team Leader – Cannon UK – London, England -February 2004 to July 2004

In this position I ran a team of eight Cannon Printer technicians. This job demanded being proficient in using a computer and the internet. It was my job to delegate to them their daily tasks of repairing printers around the London area. Each repair error that came into the system had different time allowances for the technicians to arrive and complete the task.

Yard Manager and Teacher Administrator: Samari Park –Sydney, Australia - May 2003 to February 2004

Instructor/receptionist: Dryad Naval Riding Center – Portsmouth, England - September 2002 to May 2003

Director and Teacher: Windham Tolland Camp – Connecticut, America - May 2002 to September 2002.

Education:

1994 – 1996. Croft House Boarding School

1996 – 1999. Neville Lovett School

1999 – 2002. Sparsholt College.

Qualifications:

Nine G,C,S,E’S passed. Five Grade C and above

First Diploma in Equine Business Management

National Diploma in Equine Business Management

B.H.S.A.I Teaching Certificate

1st Aid

Princess Cruises certificate for Managing Change

Princess Cruises certificate for Delegating Effectively

Princess Cruises certificate for Setting Performance Goals

Interests:

Horseriding, walking, swimming and cooking.

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