Ana Kozlova

Oversaw rota and team management to enhance service delivery.
Conducted weekly HOD meetings to resolve enquiries and streamline communication.
Led busy service operations through proficient use of OpenTable technology.
Developed and designed menus with InDesign software, ensuring high-quality print materials.
Managed customer complaints and monitored reviews to uphold service standards.
Implemented deposit processes using Salesforce and EPOS systems for efficiency.
Designed and distributed pre-order forms, coordinating food and beverage logistics.
Created detailed function sheets and bespoke place cards for events.
Coordinated events for semi-private and private groups, focusing on tailored service delivery.

Reception: managed cloakroom with tags, phone calls, menus, wine lists design with wine manager, table allocation and table plan for busy days, Open table and Seven rooms set-up ( imported all data base from OT to Seven rooms) set up users and provided training for both venues, meet and great guests, escort them to the table.

Events : place cards to design via Canvas, design the events brochure and Christmas events brochure, menus. Raise the deposit via Xero system. Implemented the minimum spends for 5 Private dining rooms across 2 venues, emails( closely worked with all the guests ) , function sheets, menu and drink suggestions, finalising the pre-orders for food and drink, closely worked with the head chefs and bar managers, dietary requirements, design special menus for exclusive hires if there was a request, deal with the groups above 12 guests, up sold the main restaurants space and private dining, maximised the covers.

Weekly rota, HOD meetings, daily report to General manager, phone handling, email handling, 1 main platform and 1 widget platform, complaint and reviews, maximising covers ( up to 800), providing the best customer service, navigating the team in the right direction( providing training) by showing with my own example.

Weekly rota, weekly HOD meetings, menus, phone handling, email handling, 1 main platform and 2 booking platform widgets, close work with promoters and events team, maximising covers, complaint dealing , in general run all restaurant reception operations.

• Reception Academy, London www.ReceptionAcademy.com Duties: Welcoming visitors and making an excellent first impression Delivering outstanding customer service and building rapport Registering clients and visitors Assisting with processing check in and check outs Health and Safety for office workers including Fire Evacuations.

• Royal Montcalm House Hotel, Aviary Restaurant, London Duties: Weekly rota, weekly management meetings Daily and weekly menu update, cooperation with events team Phone and email handling, customer service Complaint handling Dealing with large groups and group reservations.

• Franco’s restaurant, Mayfair, London Duties: Providing an excellent Customer Service Made and confirmed reservations, complaint handling Computed bills, collected the payments Verified personal and payment information on guest accounts was accurate and complete Dealing with large groups, payments, deposits, menus, Dealing with accommodation and all other enquiries.

• Jamie’s Italian Restaurant, Canary Wharf, London Duties: Welcomed and greeted guests, supported floor at busy time Worked with OT system, monitored guests wait time Priced merchandise, stocked shelves and took inventory Daily cash-up, floats count, weekly covers, weekly report Ordering stock via emails Made and confirmed reservations.

• Educational Details: General Administration duties Show rounds and lead handling Logging and reporting of health and safety issues Curriculum Vitae 2 | Page www.ReceptionAcademy.com Handling of post including use of franking machine DM60 Becoming familiar with corporate terminology.

• Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
• Collaborated with the team members to handle guest requirements from check-in through check-out.
• Complaint handling
• Excellent customer service
• Collected payments, open accounts for the regular hotel guests