Anastasia Ignatova

\[ March 2011 - till present \] Aquamarine Development & Constructions
Sharm El Sheikh, Egypt
Office coordinator

ESSENTIAL FUNCTIONS:
• Organize and supervise all of the administrative activities that facilitate the smooth running of an office
• Creation and filling in company contracts
• Updating company's web site
• Responding to customer enquiries and complaints
• Liaise with Real Estate agencies and other brokers
• Discuss conditions of sale, and draw up real estate contracts
• Coordinate property closings, overseeing signing of documents and disbursement of funds
• Promote sales of properties through advertisements and participation in multiple listing services
• Coordinate appointments to show homes to prospective buyers
• Generate lists of properties that are compatible with buyers' needs and financial resources
• Answer clients' questions regarding construction work, financing, maintenance, repairs
• Advise clients on market conditions, prices, legal requirements and related matters

\[ August 2010 - till February 2011 \] Hilton Sharks Bay Resort Sharm El Sheikh, Egypt
629 rooms

Guest Relation Manager
ESSENTIAL FUNCTIONS:
• Ensure all guests are being treated in an efficient and courteous manner and that all Hilton Worldwide standards are being applied
• Supervise the Guest Relation desk operation and coordinate its activities with the other departments of the hotel. Take part in the front office operation & perform any other duties which may be assigned by the front desk manager.
• Responsible for all day to day operation of the Guest Relation Desk during the daily working hours.
• Responsible for the Hilton HHonors membership program and ensure that all guests who are members are appropriately recognized, meeting all Hilton Worldwide brand standards.

\[ June 2009 - August 2010 \] Sheraton Sharm Hotel, Resort, Villas & Spa 835 rooms
Guest Relation Supervisor in charge
ESSENTIAL FUNCTIONS
• Ensure all guests are being treated in an efficient and courteous manner and that all Starwood standards are being applied.
• Ensure all Front Office quality standards are complied with and that policies and procedures are applied.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Handling Guest complaints: Address guest complaints, problems and/or requests in a very friendly and professional manner. Ensure that all matters are resolved or addressed with the proper department head so that they can be resolved
• Investigate all service issues reported during the shift to find their cause, and give recommendations to avoid repeated issues.
• Participating with the Front Office Management in achieving the departmental goals.
• Full awareness of current daily status of hotel
• Controlling the VIP room's allocation.
• Rotation in Duty Manager Roster:
POSITION PURPOSE
Is responsible for assisting & coordinating activities pertaining to the guest services & safety as well as all-round hotel activities and safety of employees.
- Assists & supports all hotel departments in dealing with difficult guest situations, particularly those when the guest demands to "speak to the manager" or makes a complaint.
-Coordinates the emergency evacuation of guests in the event of fire, bomb threats and other emergency situations.
-Ensures standards & house rules are maintained during shift in all areas.
-Assists as needed in hotel departments e.g. food & beverage, housekeeping, switchboard, G.S.A
- Ensure arriving guests receive prompt attention & personal recognition.
-Write and supervise the creation of incident reports

\[ November 2008- June 2009 \] Sheraton Sharm Hotel, Resort, Villas & Spa (835 rooms)
Guest Relation Officer
BASIC FUNCTION: ❖ Responsible for all day to day operation of the Guest Relation Desk during the daily working hours.
❖ Communicating with the other F.O sections and other departments concerning any arrangements needed for the in house guests or arrivals.
❖ Supervising & organizing Guest transportation (airport pick up and drop off) if requested
❖ Provide information & assistance to guests; book Hotel rooms & Restaurants & other local events & places if requested.
❖ Daily Room Inspection (mainly VIP rooms)
❖ Be aware of daily functions, events, VIP and group arrivals.
❖ Seek opportunities to upgrade or sell additional services to guests


Familiar with Excellent working knowledge of OPERA, Microsoft Office, Outlook and Internet.