Maryna Biliar

Helping to develop and implementa customer service policyfor an
entire organisation
• Finding ways to measure customer satisfaction and improve
services
• Managing a team of customer service staff
• Handling face-to-face enquiries from customers
• Writing reports analysing the customer service thatorganisation provides
• Communicating courteouslywith customers bytelephone, email, letter
and face-to-face
• Training staff to deliver a high standard ofcustomer service
• Maintaining & handling ofthe cash float
• Ensuring smooth check-in & check-outin accordance with
Jumeirah standards
• Preparation of registration cards for next days arrivals
• Organize "Meet & Greet" service with the hotel drivers
• Check arrivals for the day, checking if rooms are ready and ensuring
VIP amenities are placed in the room prior to arrival
• Coordinate rooms changes and advise relevantdepartments
accordingly
• Promptly & accurately update registration card & guest
preferences
• Acting as a firstpoint of contact: dealing with correspondence and phone
calls
• Managing diaries and organising meetings and appointments
• Controlling access to the executive
• Booking and arranging travel, transportand accommodation
• Organising events and conferences
• Reminding the executive of importanttasks and deadlines
• Typing, compiling and preparing reports, presentations and
correspondence

Liaising with staff, suppliers and clients
• Collating and filing expenses
• Pro-active agency (both commercial and conference) sales to deliver
new business
• To deliver the existing business developmentstrategyto target new
clients to the Hotel
• To identify and establish potential new sales opportunities for all Hotel
products and respond positivelyto such opportunities
• Conductresearch, telesales and prospecting projects for commercial,
conference, incentive, leisure and banqueting business
• Maximise all sales opportunities through research of
accounts and upselling techniques
• To carry out any reasonable task as requested byManagement
• 2 years experience working in a reception and front desk
• Received guests on arrival with a friendly manner
• Entered complete details into the computer(Opera PMS)
• Efficiently deal with check-out of guests
• Posted all transactions to make sure thatall bills are keptup-to-date
• Prepared the cash for bank delivery and ensured thatall floats are
accurate at the end of shift
• Deal with advanced reservations, took bookings and fulfilled
particular requirements