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Manager Customer Service

Dubai, Emirate of Dubai, United Arab Emirates
May 26, 2020

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Currently: resident in Dubai


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

Nationality: Ukrainian

Date of birth: 29.11.1994


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.


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


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


English (fluent)

Russian (fluent)

Ukrainian (fluent)


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

Reservation program «EAT»

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