Працювала в 4 компаніях   15 років

Краса / Фітнес / Спорт, Туризм / Подорожі / Пасажирські перевезення, Готелі / Ресторани / Розважальні комплекси

Managing Director

Air beauty studio

Краса / Фітнес / Спорт

5 років 3 місяці

09.2019 - до теперішнього часу

• General management: control and coordination of all company departments (procurement, logistics, sales, accounting, marketing, etc.)
• Systematization of business processes: development, implementation and optimization of processes to improve performance
• Interaction of studio departments: ensuring coordinated cooperation between all functional areas of the company
• Strategy development: creation and implementation of the company's development strategy in domestic market, digitalization
• Setting tasks: distributing tasks among personal,setting priorities, and monitoring implementation
• Supervising communication with clients
• Running marketing activities,
supervisng social media pages

First Class Cabin Crew

Etihad Airways

Туризм / Подорожі / Пасажирські перевезення

8 років

07.2014 - 07.2022

• Taking care of VIP‘s and First Class Guests
• Supervising high level of a service according to Soho Academy procedures
• Carrying out pre-flight duties, including checking the safety equipment, ensuring the aircraft is clean and tidy, ensuring that information in the seat pockets is up to date and that all meals and stock are on board
• Meeting and escorting First Class Guests to their seats
• Informing passengers of the aircraft safety procedures and ensuring that all hand luggage is securely stored away
• Checking all passenger seat belts and galleys are secure prior to take-off
• Making announcements on behalf of the pilot and answering passenger questions during the flight
• Serving meals and refreshments to passengers
• Selling duty-free goods and advising passengers of any allowance restrictions in force at their destination
• Reassuring passengers and ensuring that they follow safety procedures correctly in emergency situations
• Giving first aid to passengers where necessary
• Ensuring passengers disembark safely at the end of a flight and checking that there is no luggage left in the overhead lockers
• Completing paperwork, including writing a flight report about Guest experience,complains
• Following up for Guests complains/experience satisfaction

VIP Guest Service Supervisor

Rotana Hotels

Готелі / Ресторани / Розважальні комплекси

2 роки

07.2012 - 07.2014

• Replacing guest’s services manager in her absence
• Preparing daily amenities sheet for all VIP arrivals
• Covering the executive lounge reception in rotation basis
• Handling guest’s complaints and ensure that all their problems are solved Meeting with all VIP arrivals and departures
• Allocating rooms for all arrivals guests according to their preferences and requests/Inspecting all arrival rooms with special requests such honeymoon, handicaps
• Preparing weekly duty roster for concierge, lobby hostess, doorman and drivers

Guest Service Supervisor

Sea Life Hotel

Готелі / Ресторани / Розважальні комплекси

2 роки 5 місяців

03.2009 - 08.2011

• To have a thorough knowledge of all the prices, dates, time, and description of the latest events, activities, and facilities that will be provided to the incoming guests and update the staff members on the same
• To plan the daily agenda that includes the duties that need to carried out by the front end staff members and to train the guest staff members on the various facilities that are being rendered
• To anticipate and follow up promptly on the guests' requirements and to make sure that all their concerns are being resolved
• To make efforts to enhance the quality of services that are being provided and to ensure that the existing services are in compliance with the rules and regulations, and that all the safety and security procedures are being adhered to
• To hire and train new staff members as per the requirement and to schedule the staff members to various shifts
• To participate in the meetings and provide a constructive feedback regarding the performance of guest services' staff

Ключова інформація

Communication
Decision-making
Leadership
Adaptability
Resilience
Strategic thinking
Emotional intelligence
Collaboration
Problem solving
Approachability
Innovation
Active listening
Delegation
Growth mindset
Transparency
Ethics and integrity
Financial Management
Negotiation
Communication skills
Decisiveness
Building relationships
Empathy

Навчалась в 2 закладах

Etihad Aviation Academy

First Class Cabin Crew Supervisor

Інші країни, 2014

Запорожский национальный университет

Филологический

Запорожье, 2005

Володіє мовами

Англійська

вільно

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Німецька

середній

Російська

вільно

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Українська

вільно

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Курси, тренінги, сертифікати

Premium Service Training

Інші країни, 2016

5 Star client care Diplomatic interraction Managing distressed, angry or troublesome Guests VIP protocol Multicultural etiquette Anticipation techniques Personal Valet service methodology Personal presentation Attention to details In-flight Serving Techniques, including Wine and Champagne Presentation Food Handling Safety Plating / Garnishing / Napkin Folds Table Settings Compilation of client Customer records – for personalisation purposes and continuity for future staff

First Aid

Інші країни, 2014

CPR and AED Skills Sudden cardiac arrest treatment Back Blows/Abdominal Thrusts Managing Stroke and Heart Attack Assisting in new born delivery Tourniquet and Hemostatic Dressings Burns and etc.

Professional in Reservation Sales

Інші країни, 2012

Communication Skills Active Listening Skills Persuasive Skills Collaboration Skills Self-Motivating Skills Problem Solving Skills Negotiation Skills

Hotel Management Leadership

Інші країни, 2012

Communication Financial Management Leadership Cultural awareness Customer service Teamwork Attention to detail Creativity Interpersonal skills Multitasking Operational knowledge Operations management Problem-solving ability Flexibility

Germanistik

Інші країни, 2005

Speaking and writing in German language Free communication Ability to explain yourself and support a dialogue

Anastasiya

Director of operations

Київ

90 000 грн.

39 років

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