Group Manager
Mercure Hotel Kiev
Total years of experience :17 years, 4 Months
Group Reservation
Rooming lists
Guest contacts concerning
Responsible for all VIP reservations and requests.
Process no shows and late cancellation fees.
Promotes repeat guest business for the hotel
Recalculations and closing group with local taxes applied
Check-out PMs to Account Source
Superior customer service and books reservations for all 3 properties within the Hayfield Collection
Process all reservations via phone & email, modifications of future reservations and cancellations.
Responsible for all VIP reservations and requests.
Process no shows and late cancellation fees.
Promote repeat guest business for the hotel.
Group reservations and rooming lists
- Customer service,
- Reservation,
- Dealing with VIP guests,
- Check in/out individuals and groups to TA,
- Preparations for group arrival,
- Problem solving.
- Guest contact,
- Daily reports,
- Room inspection,
- Courtesy calls,
- Check in - Check out assisting.
Reason of leaving - unplanned vacation by family reason
Sales manager,
Client Service
Problem solving
Dealing with hard clients and solving their problems
Unique strategic advertising campaign development: cross media Internet + Radio
Development and implementation of company sales, marketing and promo
Searching and hiring a team of workers: sales and product creation team,
Client service, problem solving
Searching of foreign business partners, dealing,
Timely web sites updates and maintenance (left job due to pregnancy)
Client service, problem solving
Escorting arrival and departments
Giving brief information about resort, attended check in + check out
Client service, problem solving, check in, escorting, translate, brief reports
Daily report to GM and managers (engl lang)
Problems of guest solving
Checking rooms, guest report analysis, Guest comments, Fidelio, birthday amenities,
Orientation for travel agencies
Hotel opening
Guest service, problem solving
Daily report for GM and all departments(Eng.language);
Checking the rooms for the finding of the problems of the work in Housekeeping and Engineering Departments;
Weekly Reports and Analysis for GM and all departments (Target Group of examined guests who replied on Guests Comment Card, opinion of the work of the F&B, FO, Recreation, Engineering, Housekeeping),
translations, Weather forecasts, checking of the Guest Comments about the hotel on international sites, reservation of the Restaurants A'la card for Ultra All Inclusive Guests;
checking passport and systems by Fidelio 8 for the birthdays,
VIP guest's Arrivals, ordering, checking VIP amenities by categories of VIP, birthday amenities; meeting and escorting guests to the rooms, orientation for the agencies/probable guests in the area of resort.
- Guest Contact, problem solving
- Translations,
Complains
Reports
- Guest Contact, problem solving
- Guest comments
Reason of leaving: GM stopped to pay salary for all hotel team
Specialist of International Economy Relations in Tourism Field Interpreter of English
