Yana Kolmogorova

-Personalised service experience delivering;
-All guests' requests and preferences satisfaction;
-Personalised check-ins/check-outs, processing all payment types;
-Dealing and resolving guests' concerns, recovering;
-Going above and beyond guests' needs making their stay ultra luxury and exceptional, creating WOW-moments;
-Dealing with Guest Services, Reception, Guest Relations, Reservations, Sales and Marketing;
Assisting F&B part of executive lounge;
-Assisting Reception when needed.

-Provide information, advice and booking services for a wide variety of guest inquiries, including city tours, theater tickets, restaurants, doctors, flight bookings, among others.
-Mentor and train up new staff, serve as a key point of contact for guests and efficiently respond to guest inquiries.
-Have a full working knowledge and capability to supervise, train, correct and demonstrate all duties and tasks in assigned place of work according to standard operating procedures.
-Assign responsibilities to staff members, implementing multi-tasking and periodic performance checks.
-Dealing with VIP customers to understand needs and provide excellent service.
-Resolving Guest problems, improving operations and providing exceptional service.

Follow department policies, procedures, and brand standards.
-Taking restaurant reservations.
-Providing guests with relevant restaurant information.
-Greeting guests, making sure guests are satisfied with the service, dealing with complaints.
-Administrative tasks (shift attendance tracking, tips distributing, etc).
-Other management's tasks.