ANA BORMOTOVA
Nice,United Kingdom
Summary
Skilled in managing all aspects of candidate processes, from assessment to onboarding. Multilingual communicator in English, Russian, and Lithuanian, with proficiency in Microsoft Office and systems like Opera Cloud and Opentable Reservations. Certified in Mental Health First Aid, demonstrating ability to thrive in high-pressure environments. Strong initiative and problem-solving skills enhance team dynamics.
Overview
12
12
years of professional experience
6060
6060
years of post-secondary education
Work history
Reservations Team Leader
Maybourne Hotel Group
The Maybourne Riviera, Claridge`s, The Connaught , Knightsbridge, London
2022.11 - 2026.01
- Achievements:
- Successfully completed Maybourne’s Aspiring and Developing Leaders Programme with Distinction
- Won "Star Learner of the Year" award
- Responsibilities:
- Worked closely with Human Resources to recruit and retain top talent for Maybourne by actively participating in succession planning and recruitment
- Led talent acquisition initiatives to support company objectives, identifying and recruiting candidates whose skills addressed critical gaps and aligned with organisational growth goals
- Led a team of 8 direct reports and 30 indirect reports as part of the Reservations Management Team
- Managed agents' performance through monthly one-to-one sessions, shadowing, regular check-ins, probation reviews, and end-of-year appraisals, handling HR investigations and disciplinary matters when necessary
- Monitored agents' calls to ensure alignment with Maybourne Standards and Sales Tactics, conducting spot checks on reservations to ensure compliance with reservations SOPs
- Trained new starters and conducted skills gap analyses to develop appropriate training programmes based on business needs
- Generated reports for Senior Leaders to evaluate team performance, including call and email conversion rates, response time, and demand trends
- Negotiated rates and upsold packages to increase occupancy and maximise revenue
- Collaborated with Property Leaders to ensure the success of new openings
- Served as an escalation point of contact for all complaints, both internally and externally, ensuring full resolution through root cause analysis, attention to detail, and exceptional customer care
- Managed all aspects of the reservations department in the absence of the Reservations Manager
Room Reservations Sales Consultant
Maybourne Hotel Group
Knightsbridge
2019.02 - 2022.10
- Achievements:
- Recognised as a "Star Employee" by LQA Auditor during an inspection visit in 2021 for The Berkeley Hotel
- Won Employee of the Month on multiple occasions
- Responsibilities:
- Handling all room reservations enquiries via Phone and Email in accordance with Forbes, LQA and Signature Standards for Claridge’s, The Connaught, The Berkeley and The Maybourne Riviera
- Providing team leadership and support during weekends as the “Weekend Supervisor”, prioritising emails, managing queues, and ensuring efficient weekend operations.
- Training and Supporting New Reservations Consultants as directed by Reservations Supervisors and Managers
- Maximising revenue by upselling and cross-selling to drive revenue across the wider hotel portfolio in line with Revenue Strategy
- Deepening knowledge of systems, properties, and departmental processes
- Facilitating effective communication between departments at each hotel to ensure a seamless guest experience.
- Providing on-going support to colleagues in Restaurant Reservations when required.
Restaurant Reservations Sales Consultant
Maybourne Hotel Group
Knightsbridge
2017.06 - 2019.02
- Achievements:
- Continuously achieving departmental monthly targets with high MTD scores
- Won Employee of the Month on multiple occasions
- Responsibilities:
- Handling all F&B inquiries coming through phone and e-mails for 3 hotels and 4 outlets
- Ensuring that all customer inquiries are handled timely, efficiently with personalisation and care
- Frequently communicating with Operations Teams to communicate any special requests, private dining requests or complex requirements
- Managing restaurant yield and availability by controlling external reservation systems to prevent overbooking.
F&B Head Reservationist
Hotel Café Royal
Piccadilly
2016.04 - 2017.06
F&B Head Receptionist at Ten Room Restaurant
Hotel Café Royal
Piccadilly
2015.02 - 2016.04
Front Desk Receptionist and Events Coordinator
Aubaine Restaurant
Marylebone
2014.07 - 2015.01
Education
Foundation Degree - Business and Hospitality Management
London South Bank University
AAT Level 2 - Accountancy and Bookkeeping
Westminster Kingsway College
BA (Hons) - Business Strategy & Enterprise Management
Middlesex University
LondonSkills
- Excellent communication skills, both written and verbal
- Full-Cycle Candidate Management: Assessment, competency-based interviewing, and seamless onboarding integration
- Ability to take initiative and work well under pressure
- Proficiency in all areas of Microsoft Office, including Excel, Word and PowerPoint
- Languages:
English - Fluent
Russian - Fluent
Lithuanian - Fluent
- Certified Mental Health First Aider & First Aid at Work
Timeline
Reservations Team Leader
Maybourne Hotel Group
2022.11 - 2026.01
Room Reservations Sales Consultant
Maybourne Hotel Group
2019.02 - 2022.10
Restaurant Reservations Sales Consultant
Maybourne Hotel Group
2017.06 - 2019.02
F&B Head Reservationist
Hotel Café Royal
2016.04 - 2017.06
F&B Head Receptionist at Ten Room Restaurant
Hotel Café Royal
2015.02 - 2016.04
Front Desk Receptionist and Events Coordinator
Aubaine Restaurant
2014.07 - 2015.01
Foundation Degree - Business and Hospitality Management
London South Bank University
AAT Level 2 - Accountancy and Bookkeeping
Westminster Kingsway College
BA (Hons) - Business Strategy & Enterprise Management
Middlesex University