Nina Atanasova

Sofia, Bulgaria

Egypt, Sharm El Sheikh (present stay)

Cell: +2-010********

+2-011********

E-mail: addrjt@r.postjobfree.com

A Challenging position at a growth-oriented hotel/company which will allow me to both further utilize my skills and acquire new abilities.

I'm a reliable, conscientious and highly motivated person. I enjoy working as part of a team but I am also very capable of working individually and meeting targets. I am very hard working and aim to perform to the best of my abilities at all times. I enjoy a challenge and thrive on opportunities to further my skill development and ability. I enjoy helping others and I benefit from being very approachable and friendly, with excellent customer service skills. Education:

1995-2000 – University of National & World Economy Sofia, Bulgaria Administrative Studies (BAS) ‘’Public Administration”

2000 – 2003 Arabic – Association for development of Arab-Bulgarian Initiatives and Collaboration / Arabic language education Professional Relevant Experiences

Jul 2016 to present – Island View Resort Sharm El Sheikh, Tirana Co, Quality Control and Guest Relations Manager:

Guest Relations Manager Duties:

• Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to

• Ensuring and providing flawless, upscale, professional and high-class guest service experiences

• Analysing customer feedback and providing strategic direction to continuously improve overall rating

• Responding to guests needs and anticipating their unstated ones

• Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery

• Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest

• Ensure guests are properly greeted upon their arrival

• Preparing all reports to the Hotel Manager as reported to him

• Preparing and meeting FAM Trips groups

• Follow, responding and analysing t the specific hotel websites, guest comments, inquiries and requests.

• Plan and coordinates the promotion activities targeting client, trance relevant statistics. Quality Control Duties:

• Ensure a high level of internal and external customer service.

• Investigate (and correct) customer issues and complaints relating to quality.

• Handling legal complaints

• Draft quality assurance policies and procedures

• Supervise workers engaged in inspection and testing activities to ensure high productivity and high technical integrity.

• Develop and analyse statistical data

• Create, document and implement inspection criteria and procedures.

• Document internal audits and other quality assurance activities

• Investigate customer complaints and non-conformance issues Oct 2015 till Jul 2016 - Assistant Manager at The Sanctuary Skin Clinic Egypt - Cairo

• Greet clients and ensure that they are serviced by the right attendant

• Oversee scheduling duties to make sure that both attendant and client’s time is optimized

• Interview, recruit and train staff members

• Create schedules for staff members and assign duties

• Train staff members to market salon products and indulge in suggestive selling activities

• Assist in calculating salaries, commissions and bonuses for staff members and handling payroll activities

• Keep track of salon expenses such as utility bills and suppliers’ payments and ensure that they are paid on time

• Maintain liaison with vendors and suppliers to ensure on-time delivery of salon supplies and equipment

July 2014 - Nov 2015 - Reception Supervisor at Reef Oasis Blue Bay Resort & Spa Egypt – Sharm El Sheikh.

• Responsible for all reception activities included and not limited to: reservation, guest orientation, daily reporting, tour operator analysis, arrangements, checking in, cashiering, up-sales, etc.

March 2013 till July 2014 - Administration Manager at VENERA Beauty Center and Spa Egypt – Sharm El Sheikh

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Responsible for all administration works include and not limited to: guest reception, booking, system analysis, stuff schedule, dealing with the providers, customers follow ups and feedback, stuff evaluation and management.

Jan 2012 to Aug 2012 - Administrative assistant, translator AKTOR member of ELAKTOR Group Bulgaria, Sudan, Khartoum 2002 to 2011 - Executive Secretary and Technical Assistant /Consular Affairs/ Embassy of the Republic of Bulgaria in Khartoum – Sudan

Reporting to Bulgarian Embassy in Cairo.

May 1999 to Aug 2000 - Administration & Staff Support Mirealla - Real Estate Agency, Sofia Bulgaria

General Skills:

Excellent communication and interpersonal skills

Team leading, time management

Strong analytical and organizational skills.

Meticulous and efficient work ethic

Willing to work hard and very reliable

Great organisation skills and experience

Excellent interpersonal skills, phone manner, and office etiquette

Software: Opera and Fidelio Suite 8, Microsoft Outlook, Word, Excel, PowerPoint & Internet surfing

Languages

Bulgarian (Native)

Russian (fluent)

English (fluent)

Arabic (fluent)

Professional Courses:

• 2006 - Spoken English for Industry and Commerce, Certificate (Level 2)

• 2011 – Management strategy

• 2014 – Front Office Skills

• 2014 – Cross training in Reservation department and Reception

• 2014 - Fire Fighting training

• 2014 - My Priority is You - Costumer Care.

• 2014 – Cross training in Food & Beverage dep., Housekeeping dep., Laundry dep., Kitchen, Recreation dep., SPA centre

• 2017- Green Hotels Dr Osama Abbas cooperation of EU and Ministry of Tourism Egypt

• 2017- HCCP training (Hazard Analysis Critical Control Points) by Dir. Osama Abbas EU & Ministry of Tourism Egypt with TVET (Technical and Vocational Education and Training) for Tirana Egypt Hotels and Resorts Sharm El Sheikh

• 2017- Customer care training phase 1& 2 by TVET (technical and vocational education and training) with Dr Osama Wagdi for Tirana Egypt Resorts for sections heads and departments heads from 15th to 17th of May 2017

All references available upon request.

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