Front Office & Reservations Manager
at Kaliakria Resort 4*, Bulgaria
March 2013 - at Present
In charge of a department with 8 employees. Creating a dedicated, efficient and eager to learn team of mostly new to the hospitality industry employees. Familiarizing the whole staff with international standards for front office operations. Maintaining a high level of product knowledge among all the employees of the FO. Achievements: Implemented SOPs and checklists for every position. Improved the communication with all other departments. Created a better image of the hotel online. Improved the contracts with the TO and event organizers. Managed to generate new business through MICE and leisure sales. Guided the new event manager through her new responsibilities, the key points while negotiating an event, closing the deal and organising the function.
Sales Executive MICE
at Melia Grand Hermitage 5*, 727 units Golden sands, Bulgaria
January 2012 - July 2012
Creating new contacts and using different sales techniques to gain more business. Organizing large events, contracting mostly with Russian speaking tour operators due to the fluent Russian. Establishing partnership with new accounts Bulgarian and foreign tour operators, event organizers, DMCs and direct clients, creating a large database of accounts for MICE, Leisure and Corporate business. Participating in travel markets and international fairs, making presentation of all the Bulgarian hotels of Melia Hotels International in order to gain more business on Ukrainian market. Giving fam-trips and representing the hotel on cocktails, key account parties and dinners with partners.
Front Desk agent / supervisor - 9/3 months
at Auberge Du Soleil, Relais & Chateaux, 52 units - Napa Valley, California, USA
July 2010 - July 2011
Welcoming, registering and checking-out guests. Authorizing CC, posting MISC charges, issuing keys, ensuring that folios are correct. Registering guest history and preferences in the system (SMS/Host). Giving tours of the house. Providing directions and assistance with itinerary (booking dining and wine tasting, giving suggestions based on guest's preferences) when concierge not present, answering all the phones when PBX agent absent. Assigning rooms for a few days ahead. Making reservations. Responsible for the front desk while senior management not present, supervising PBX agents, and front desk employees. Handling guest's complaints. Making accommodation in rates, upgrading guests and/or providing comp amenities when necessary in order to prevent further challenges. Taking care of VIP guest discretely. Ensuring that all the guest will enjoy a calm vacation and all their needs will be met with a smile.
Sales Manager (Events and Reservations)
at Yastrebets Wellness and SPA, 4*, 54 units, SLH, Borovets, Bulgaria
December 2008 - February 2010
Organizing seminars, team buildings and other events Taking care of every detail, predicting the possible issues and preventing mistakes. Supervising the Front Office when FO manager is off and giving MOD shifts. Making sure that the prepayment is made on time. Keeping accounts and paying the outsourcing service suppliers (Team building and transportation companies, other hotels when renting equipment etc). Issuing the invoices for the group PM and assisting FO with billing on a larger check-out of a group. Coordinating the tasks of every department and making a follow-up. Communicating with key accounts and regular guests. Participating in the creation of new packages and promotional offers (SPOs), menus and itinerary for special groups etc. Working with the Front Office Manager to manage the online reservation channels (SLH website-TRUST, booking.com, myfidelio- the hotels website). Ensuring that the guests stay will pass perfectly, handling complaints.
Internship trainee in each and every department
at Radisson BLU, 5*, 136 units - Sofia, Bulgaria
May 2006 - May 2008
Experience in the following departments: F&B; Technical Department(R&M); Housekeeping; Reservation and Revenue; Front Office; Sales, Marketing and Public Relations; Executive Office; Human Resources; Finance(including night audit).
at University of Economics, Varna
2008 - 2014 (6 years) Madrid