Customer Service Expert

Vladimir Petrov Hristov

***-*** ******** ******, *** Westminster,

British Columbia, Postal Code: V3L3L4

Telephone: 604-***-****); Cell phone: 778-***-****

e-mail:**********@*****.***

PROFILE:

A specialist in Tourism and Customer Service with a wide range of experience in Hospitality Business; able to work on own initiative as a part of a team; self motivated, persistent and driven for success; proven professional skills; dedicated to delivering the utmost in performance.

MAJOR ACHIEVMENTS:

- Maximized the quality of the service to the customers.

- Increased the tax savings by using the most effective means of controlling the costs and revenues in the company.

- Developed and implemented the “Centralized Booking Desk” for the hotels and Reservation Systems of the company by providing exceptional service and support to internal and external clients, using the Reservation product, which led to company’s historical increase by 45 % of all reservations from Far East to North America in 2008-2009

- Identified and attracted new customers from Spain to the BLACK SEA region by successfully selling through “On-line” services, which led to a significant increase of the volume of reservations from Spain to Russia.

- Fluent in Bulgarian, Russian and German; moderate Spanish and Croatian languages; basic French knowledge.

- Excellent computer skills; Microsoft Word, Excel, Power Point, Internet Explorer, Outlook.

PROFESSSIONAL EXPERIENCE

Hotel Manager in Hotel”Boutique Splendid”, Varna, Bulgaria

The Hotel Manager is responsible for the planning, organizing, financing and organizing the whole process in the hotel and also for providing excellent Customer Service and follow-up the feed back of all future and present distinguished guests in the facility.

11.2008- 12.2009

- Organize and manage all activities related to receiving, accommodation and serving of customers

- Organize and manage the necessary bedding inventory, towels, cosmetic articles and hygiene supplies

- Monitor the quality of services provided to customers

- Organize and monitor hotel repairs, reconstruction and renovation

- Investigate customer claims related to hotel servicing and take measures to remedy poor performance and breaches

- Monitor and organize operating financial-economic results, and hotel and catering activities, and suggest measures for improvement

- Approve work schedules for the hotel staff and conduct operative meetings

- Make suggestions for appointment, dismissal and relocation of staff members

- Monitor the operation of the security and fire-warning /fire-fighting systems

- Monitor the financial accountability status at all work places

- Organize promotion and marketing to provide for better utilization of the hotel units

- Perform other specifically assigned him/her tasks related to the position held

03.2007 – 11.2008

Hotel Front-office Manager in hotel” Boutique Splendid”, Varna, Bulgaria

The Front-office Manager bear financial liability related to breaches of accounting and financial reporting in the hotel, and follow up and improve the level of the Customer Service in the hotel.

1. Manage, organize and coordinate the entire front office operation

2. Realize the trading policy of the hotel – execution of contractual obligations, on-the-spot sales

3. Organize front-office reception, accommodation and leaving of customers

4. Monitor all bookings and payment making – both in advance and subsequent

5. Organize and monitor the processes of primary operative, accounting and statistic reporting

6. Monitor the execution of all clauses under agreements with tour operator companies (prices, terms of bookings and booking confirmations, terms and ways of payment, accommodation allotments)

7. Receive and confirm bookings in accordance with the instructions approved, in immediate coordination with the accommodation organizer

8. Assign accommodation premises in accordance with approved accommodation types and monitor the maximal hotel capacity utilization

9. Change booking status where necessary, move customers to other accommodation types, make booking extensions and terminations

04.2005 – 03.2007

Hotel, Front-office receptionist in hotel “Boutique Splendid”, Varna, Bulgaria

The receptionist is responsible for the high level of customer service, perfect check-in and check-out of the guests, bear the responsibility of the primary financial process at the Front Desk.

12.2000 – 03.2005

Customer Care Specialist on board of the vessels of Celebrity Cruise Line Ltd. The customer specialist is responsible for high level of guest’ service, feed back and report directly to the Hotel Manager and the staff Captain of the ship.

1. Be responsible for the quality of customer service on board of the vessels of Celebrity Cruise Line

2. Accept and further arisen issues and customer claims and help for their solving

3. Follow up the guest comments in the entire facility and give weekly reports to the Main office

4. Solving the current problems with the customers on board

5. Coordinate the service among the different departments in order to be at the high level

6. Be involved in all activities on board and participate in them in order to maintain the level of the service and to improve it

7. Invent and implement new strategies for improving the service

EDUCATION:

Economical University, Varna, Bulgaria

Master‘s Degree in International Tourism -1997

First English Language School-High School,

1992, Varna, Bulgaria

- References will be available upon request -

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