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»