GVANTSA TSERETELI
Bristol
Summary
Guest-facing hospitality professional focused on delivering smooth arrivals, efficient departures, and responsive complaint handling. Uses guest feedback, detailed reporting, and cross-department coordination to improve satisfaction, support repeat visits, and keep front desk operations running efficiently.
Overview
15
15
years of professional experience
Work History
guest experience expert
Delta hotels by Marriott
BRISTOL
09.2024 - Current
- Established strong relationships with guests, offering personalised attention and recognising repeat visitors to foster loyalty.
- Handled and addressed customer complaints, transmitting to hotel manager with recommended resolutions.
- Built and maintained strong working relationships with colleagues across departments, demonstrating excellent communication skills.
- Listened to and actioned guest feedback.
- Achieved excellent client satisfaction by delivering exceptional and attentive service.
- Addressed and proactively resolved guest complaints without difficulty or stress.
- Facilitated smooth and concise check ins, assigning rooms, issuing keys and providing information.
- Prepared detailed reports on guest experience .
- Oversaw the handling of lost and found items, ensuring prompt return to rightful owners and recording all actions.
- Orchestrated memorable experiences for VIP guests, including amenities .
- Collaborated with housekeeping and maintenance teams to meet and exceed guest expectations for room quality.
- Coordinated seamless check-in and check-out processes, tailoring experiences to meet individual guest needs.
- Maintained room inventory for occupancy, reservations and room assignments.
- Analysed guest feedback through surveys and online reviews, identifying areas for improvement and actioning necessary changes.
FRONT DESK NIGHT SUPERVISOR
DELTA HOTELS BY MARRIOTT BRISTOL CITY CENTRE
BRISTOL
03.2023 - 09.2024
- Welcomed guests in friendly, positive manner.
- Managed telephone enquiries, efficiently handling reservations, cancellations, and modifications to bookings.
- Greeted guests upon arrival, provided check-in assistance, and directed to rooms, enhancing guest experience.
- Handled reception phone calls to answer questions, resolve complaints and redirect calls.
- Conducted check-out procedures, issued invoices, and collected feedback to improve future guest experiences.
- Addressed and resolved guest complaints with professionalism, restoring satisfaction and maintaining hotel reputation.
- Provided guests with information about local attractions, dining options, and transport, enhancing their stay.
- Processed guest payments for accommodation and services, maintaining accurate financial records.
- Handled emergency situations with composure, following protocols to ensure guest and staff safety.
- Prepared daily reports on occupancy, revenue, and any incidents, contributing to effective management meetings.
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
- Greeted visitors warmly, providing a professional first impression of the organisation.
- Delivered polite, professional customer service to enhance business reputation through positive first impressions.
Sales Operations Assistant
Canim F&V Spitalfields
london
04.2019 - 08.2020
- Supported in improving operations and resolving issues to deliver top-notch customer service
- Adeptly handled of inbound calls per day, generating in sales revenue annually
- Did daily basis
Sales Manager
Free Spirit Tours Group
Tbilisi
06.2015 - 01.2018
- Promoted branding initiatives by marketing and mapping out products in market to maximize customer outreach
- Improved attainment of key performance indicators through development and implementation of initiatives
- Boosted profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns
- Managed regional sales staff of members.
Front Desk Administrator
Golden Palace
Tbilisi
02.2012 - 05.2015
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Kept reception area clean and neat to give visitors a positive impression of the company.
- Supported sales and marketing teams, including lead and campaign list building.
- Collected and distributed incoming mail, employing strict confidentiality throughout.
- Delivered front of house duties with warm and professional manner.
- Scheduled meetings and client appointments for team
- Supported fire evacuations with clear communication and rigorous attendance checks.
- Handled office petty cash and maintained flawless records.
- Managed office calendar, set new appointments and assisted with arrangements.
Education
Bachelor of Business Administration -
ILIA STATE UNIVERSITY
Tbilisi01-2014
Skills
- Problem solving
- Critical thinking
- Communication
- Teamwork
- Self-motivated
- Communication
- Organisation skills
- Attention to detail
- Microsoft office
- Languages: English ,Russian ,Georgian
- Front office operations
- Reservation systems
- Complaint resolution
- Incident reporting
- Guest feedback analysis
- Report preparation
- Customer Service
- Multitasking
- Empathy and compassion
Timeline
guest experience expert
Delta hotels by Marriott
09.2024 - Current
FRONT DESK NIGHT SUPERVISOR
DELTA HOTELS BY MARRIOTT BRISTOL CITY CENTRE
03.2023 - 09.2024
Sales Operations Assistant
Canim F&V Spitalfields
04.2019 - 08.2020
Sales Manager
Free Spirit Tours Group
06.2015 - 01.2018
Front Desk Administrator
Golden Palace
02.2012 - 05.2015
Bachelor of Business Administration -
ILIA STATE UNIVERSITY