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Manager Customer Service

Location:
Dubai, Emirate of Dubai, United Arab Emirates
Posted:
May 26, 2020

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Resume:

OLENA HLADKA

Currently: resident in Dubai

E-mail: addfwp@r.postjobfree.com

Phone: +971-**-***-**-**

Nationality: Ukrainian

Date of birth: 29.11.1994

CAREER OBJECTIVE

With over 5 years of work experience within the hospitality industry and 3 years in administrative roles. Extremely organized and thorough in all work.. I possess leadership skills required to manage a group of people effectively, which would add value to any organization. I seek a challenging and responsible position in a large and professional organization where I will have the opportunity to make a positive contribution to business growth and to develop my career path.

SKILLS

Experience in customer service and management for 5 years

Excellent communication skills focused on understanding customer needs and developing resolution

Experienced to communicate with clients face-to-face or in telephone very politely

Detail oriented and flexible

Excellent teamwork and leadership skills

Problem solving skills and a wise decision maker

Excellent planning, organizing and presentation skills

Ability to work independently, meet deadlines and obtain results WORK EXPERIENCE

March 2019-April 2020

Afterlife restaurant LLC, Dubai, UAE

Head hostess:

Greet incoming and departing Guests warmly with a genuine smile and eye contact;

Inform guests about restaurant concept, cousin, discounts and promotions; present menu;

Use visual cues to seat Guests in the restaurant, terrace, bar or lounge area depending on their preferences;

Friendly and excellent interpersonal relationship skills to be able to relate well with all guests and VIP especially;

Listen carefully and resolve customer wishes and complaints;

Managed all incoming calls and emails to provide appropriate service;

Scheduled restaurant reservations, arranged parties, special events, or special services for diners; received and recorded dining reservations;

Communicate with kitchen staff, management, serving staff and customers to ensure dining details were handled properly and guest concerns promptly addressed;

Leading, monitoring, motivating and inspiring the reception team; providing guidance and support;

Organizing workflow and ensuring that employees understand their duties or delegated tasks;

Making briefings and trainings for the reception team;

Analyze customer feedback from online reviews and suggest ways to improve;

Prepare weekly and monthly reports.

February 2017-2019

Byblos group, Dubai, UAE

Guest relation specialist, hostess:

Monitor daily bookings and ensure assigned tables are prepared;

Greet customers in a friendly manner with smile when they arrive;

Check guests reservation or put into waiting list;

Deal with the flow of Guests into the Dining and Bar areas, provide accurate wait times to incoming Guests if appropriate;

Provide guests with menus and answering any questions;

Promote all night club or restaurant events, conveniences and programs offered;

Communicate and deal with all Russian speaking guests and taking orders;

Monitor customer database, make mailings with special promotions or events;

Establish friendly relationships with regular and VIP guests;

Answering phone calls, emails, taking reservations and put guests names to general database. May 2016 - January 2017

44 Favorite place, Kharkiv, Ukraine

Reception manager:

Supervise the professional greeting of guests and visitors to the highest standard;;

Control all bookings to be sure that the booking team are processing all inquiries;

Manage large group reservations, parties and events inquired at the venue;

Appraisals and performance of hostess team, including daily briefings and monthly meetings;

On-going development of skills and knowledge for the reception team, trainings;

Meet the coordinators and sponsors to create new promotions, events and gift vouchers;

Monitor online delivery system, insure all delivery done as per standard;

Manage all incoming calls, emails;

Dealing with guests, solving problems to be sure guests get the best service, thereby make the business growth;

Pass on information from upper management to reception team. May 2015 - May 2016

44 Favorite place, Kharkiv, Ukraine

Hostess :

Monitor daily bookings and check guests requests;

Entail the delivery of top quality service to all guests;

Answering telephone calls and emails;

Ensure special guests, like disable people, children or VIP, receive personalized services;

Analyze customer feedback from restaurant guest book and online reviews and suggest ways to improve ratings;

Establish friendly relationships with regular clients;

Reported positive and constructive guest feedback to the manager. April 2014 – 2015

TUI agency, Kharkiv, Ukraine

Tourism manager :

Providing a high level of customer service;

Helping people to choose the best holiday destination according to their wishes;

Offer top quality activities and products;

Registration insurance, visa supporting;

Communication and meeting with people of tourism sector;

Visiting work tours inside country and abroad;

Networking with representatives of hotels, airlines and tourist attraction;

Making contracts and sending reports to head office. EDUCATION

Bachelor degree of tourism management, specialist in tourism service, Karazin Kharkiv National University

(2012-2016)

Master degree of international economic relationship and tourism management, Karazin Kharkiv National University (2016-2018)

LANGUAGE SKILLS

English (fluent)

Russian (fluent)

Ukrainian (fluent)

COMPUTER SKILLS

Certified course of Microsoft office (Word, Excel, Power-Point)

Reservation program «EAT»



Contact this candidate