Guest Relations Manager/Менеджер по работе с гостями

Описание

Valeriia Macias Sotolongo
+7 966 851 74 81
Summary
High-energy, effective at improving customer satisfaction ratings through exemplary service. Reliable, motivated ,dedicated , offering more than 10 years in the hospitality industry, as well as in-depth knowledge of customer service and sales.
Skills
Event planning
Wedding planning
Sales experience
Communicates effectively
Exceptional multi-tasker
Customer-oriented
Team-oriented
Fluent in Russian, English, Spanish
MS Office expert


Experience

March 2016 - November 2021
Caesars Palace, Montecristo cigar lounge/retail, Las Vegas
Cigar sommelier,host,sales
Greeting customers, responding to questions.
Operating cash register, managing financial transactions.
Directing customers to merchandise within the store.
Increasing sales.
Making customers come back.
Helping customers with all their needs during the stay at the hotel;
Organizing private events for them in the lounge


September 2011 - December 2014
"Ilichevo hotel", Saint Petersburg, Russia
Assistant manager, personal assistant
Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
Designed electronic file systems and maintained electronic and paper files.
Planned meetings and prepared conference rooms.
Made copies, sent faxes and handled all incoming and outgoing correspondence.
Created PowerPoint presentations used for business development.
Served as the company's only bilingual Russian/English customer service representative.
Guaranteed positive customer experiences and resolved all customer complaints.
Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.
Assisted guests with any special requests during their visits.
Answered department telephone calls, using correct salutations and telephone etiquette.
Monitored room availability.
Served as public relations representative for the hotel.
Managed online and advertising budgets .
Organized public appearances, lectures and exhibits to increase product awareness.
Planned and organized corporate media and other special events.
October 2013 - April 2014
"Travel Service", Punta Cana, Dominican Republic
Tour guide
Organized the day of the tourists, solved their problems at the hotels, and took them to the excursions, telling the history of the country.


September 2010 - august 2011
Freelance
February 2009 - august 2010
Pier club and restaurant, Saint Petersburg, Russia
Art manager
Created new processes and systems for increasing customer service satisfaction.
Guaranteed positive customer experiences and resolved all customer complaints.
Managed online and advertising budgets.
Planned and organized events and banquets.
September 2007- January 2009
Chicago restaurant, Saint Petersburg, Russia
Art director
Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
Guaranteed positive customer experiences and resolved all customer complaints.
Assisted guests with any special requests during their visits.
Managed online and advertising budgets.
June 2004- august 2007
Plaza club/ Greenwich restaurant, Saint Petersburg, Russia
Art manager
Planned and organized events and banquets.




Education
School Bonch Bruevich Saint Petersburg State University of telecommunications
Grad Year 2008
City Saint Petersburg
Field of Study Public Relations
Degree high school diploma (master's)