Kristian Yakov
Robert
Stoke-on-Trent
Summary
Experienced professional with solid background in customer service, sales, and manufacturing roles. Strong understanding of industry standards and effective communication skills. Skilled in building rapport, continuous learning, and collaborating with colleagues. Demonstrated adaptability and proficiency in various tools and software platforms. Committed to guest services, customer satisfaction, and problem-solving. Attentive attitude, punctuality, strong work ethic, and attention to detail.
Overview
28
28
years of professional experience
4
4
years of post-secondary education
Work History
Night Guest Associate
Courtyard by Marriott Keele Staffordshire-Stoke-on-Trent
05.2022 - Current
- Managed night audits by performing data entry in Microsoft Excel, which ensured accurate financial reporting to management and upheld high standards of financial integrity.
- Handled guest queries, reservations, and requests efficiently using the Opera system, stepping in as Duty Manager when needed, which helped maintain smooth operations during nighttime hours.
- Conducted fire walks and proactively addressed safety concerns, enhancing guest security and hotel operations, which contributed to creating a safer environment for both guests and staff.
- Assisted any emergency services called to the hotel premises and produced detailed incident reports, ensuring all situations were documented and managed effectively.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
- Coordinated with housekeeping staff to ensure prompt room availability and optimal cleanliness standards for incoming guests.
- Resolved guest issues in a timely manner, maintaining professionalism and empathy at all times.
- Provided accurate information regarding local attractions, restaurants and activities.
- Maintained accurate and up-to-date records of guest information.
- Upheld hotel policies and procedures by providing high level of customer service.
- Facilitated and coordinated transportation services for guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Night Porter
Double Tree by Hilton
11.2016 - 05.2022
- Assisted in conducting night audits, which ensured accurate financial reporting and helped maintain the hotel's fiscal integrity.
- Delivered exceptional food and beverage services, enhancing guest satisfaction and contributing to positive reviews.
- Managed guest interactions at reception and over the phone, ensuring a welcoming environment and addressing any inquiries promptly, which fostered strong customer relationships.
- Conducted regular safety checks through fire walks and maintenance reports, helping to ensure a secure environment for both guests and staff.
- Helped create a pleasant atmosphere by maintaining cleanliness and orderliness of the lobby area, including refreshing newspapers and beverage stations.
- Supported the front office team in managing reservations and guest inquiries during overnight hours, contributing to smooth operations.
Food and Beverage Assistant
Best Western Hotel
05.2016 - 11.2016
- Managed food and beverage services, maintaining cleanliness and meeting high service standards in dining.
- Coordinated carvery and buffet setups to enhance guest satisfaction.
Assembly Operator
KPI Recruiting Ltd
05.2016 - 06.2016
- Company Overview: Temporary position with KPI-recruiting agency.
- Responsibilities - preparation, and repair of Kiosk and Gas Care facilities. Using power tools and air tools, sanding and assembly.
- Temporary position with KPI-recruiting agency.
Joiner
PC Furniture
11.2015 - 12.2015
- Company Overview: Temp. position with agency (joiner)
- Operating on a band saw, panel saw, jigsaw, glueing with a clamp carrier, sanders and basic electric and hand tools (saw, hand drill, sander or router) Cutting raw wood and MDF material on to required size, glueing and sanding by hand or sand belt machines.
- I worked in the preparation side where we were preparing modules which were later being moved into another section for spraying with varnishing.
- Temp. position with agency (joiner)
Duty-free Retail - Sales associate
Starboard cruise services /LVMH
09.2011 - 07.2015
- During my past experiences, I completed six contracts on different ships, each with its unique itinerary.
- Holland America stands out for its diverse range of itineraries, covering Europe, Asia, North and South America, Australia, the South Pacific, and Africa.
- Working on various contracts allowed me to adapt to different teams and management, enabling me to thrive in constantly changing and dynamic environments.
- The customer base varied weekly, accommodating up to 2500 passengers from different nations, cultures, and backgrounds, including specific charter cruises catering to various groups.
- While onboard Holland America cruise line with Starboard, I gained expertise in delivering topnotch customer service and recognizing buying cues.
- I honed my skills by asking relevant questions to determine customer needs, overcoming objections, creating desire, and building excitement.
- I also emphasized the value of purchases, features, and benefits.
- In my role overseeing the liquor department, I managed pricing, displays, customs assessments, and stocktaking, while regularly conducting promotions and presentations.
- Through training as a watch and jewelry sales associate, I successfully closed high-end sales in these departments.
- Handling duty-free stores involved maintaining stock levels in storage and on shop floors, loading stock on the ship, distributing palettes to relevant stores, organizing products accurately, and conducting stock checks and store cleaning.
- Additionally, I prioritized passenger and crew safety on every ship, ensuring passengers participated in mandatory safety drills and followed crew instructions.
- As part of the onboard crew, I addressed queries and concerns, engaging in conversations with customers to build relationships that positively impacted sales in my department and contributed to the overall rating of the shops, the ship, and the company.
Real estate Agent
Atanas Radoslavov Trade
12.2009 - 09.2011
- In my role, I effectively communicated with a diverse clientele, engaging with both buyers and property owners via telephone and in person.
- My responsibilities encompassed discussing rental options, coordinating and managing property viewing appointments, resulting in successful outcomes.
- Furthermore, I demonstrated adeptness in uploading compelling offers onto the company's website and fostering synergistic relationships with partner agencies, contributing to seamless sales and rental processes.
- Collaborating closely with council bodies, I conducted thorough property background checks.
- Throughout this experience, I cultivated and showcased remarkable administrative and organizational proficiencies.
- I witnessed a marked enhancement in my customer interaction abilities, spanning both telephonic and in-person interactions.
- As a result I refined my information and communication technology (ICT) competencies, underscoring my commitment to professional growth.
Chef de Rang
Viking River Cruises
06.2009 - 11.2009
- Serving food and beverages, setting up events in five-star river ship, required me to work under pressure in different ways of serving than usual restaurants, where silver service and mirror service were a must.
- I learnt more about and served International Cuisines and wines while delivering a high level of customer service travelling between Antwerp and the delta of the river Danube.
- Duties as on most river cruises involved helping during embarkation and disembarkation, loading provisions and bar service.
Dining room Waiter
Grand Circle Cruise Ltd
03.2008 - 01.2009
- I was responsible for delivering top-notch service while serving food and drinks.
- It was crucial to work well under pressure and as part of a team.
- I assisted in loading provisions, helped with guest embarkation and disembarkation, and set up conference and banquet events.
- I also provided support in the bar when needed.
Dining Room Waiting Staff
Carnival Cruise Line
06.2003 - 11.2007
- During my time there, I had the opportunity to develop my confidence and people skills, working alongside individuals from diverse cultures and nationalities.
- I progressed from room service to the fine dining room, where I learned to be attentive and cater to clients' needs, ensuring a high level of service that exceeded guest expectations.
- At Carnival, I honed my ability to perform under pressure, taking on additional safety duties to ensure guests attended safety drills and assisting them with their day-to-day needs and concerns.
- I always went the extra mile to ensure guest satisfaction, and our performance was rated accordingly.
- Carnival primarily operates in the Caribbean, Mexico, North America, and the Mediterranean Sea, offering popular brief cruises of 3, 5, and 7 days.
- The high passenger turnaround rate posed challenges, but it also provided valuable experiences in working with various people and adapting to ever-changing environments.
- Throughout my time at Carnival, I witnessed constant alterations to the workforce and management teams, fostering a dynamic and ever-changing working environment.
- These experiences greatly enhanced my capabilities in customer service and communication, allowing me to excel in diverse and demanding situations.
Bar Staff
Hotel Danube
03.2002 - 06.2003
Furniture fitter/joiner
Alfa Mebel Furnishing Company
03.1999 - 01.2002
Site Security
Bulgarian National Military
08.1997 - 01.1999
- During my time in National Service, I learned essential values like respect, independence, self-confidence, discipline, punctuality, and determination.
- I had the opportunity to handle physically demanding tasks in various challenging weather conditions, such as guarding, maintaining, and servicing military equipment, and taking part in training scenarios.
- This experience helped me develop a composed and adaptable demeanor under pressure while fostering teamwork skills within a structured environment.
- It also reinforced my dedication to embracing challenges with a positive attitude and unwavering commitment to excellence.
- I am grateful for the valuable lessons and skills gained during my National Service, which have shaped me into a responsible, disciplined, and well-rounded individual.
- I believe these qualities will greatly contribute to my effectiveness in any professional role.
Education
A-Level or equivalent - Manufacture in Furniture
Professional school of Maritime Heavy Industry
09.1995 - 06.1997
A-Level or equivalent - Interior Design and Furniture Manufacturering
Professional school Josiph Vondrac
09.1993 - 06.1995
Skills
Customer Service
Timeline
Night Guest Associate
Courtyard by Marriott Keele Staffordshire-Stoke-on-Trent
05.2022 - Current
Night Porter
Double Tree by Hilton
11.2016 - 05.2022
Food and Beverage Assistant
Best Western Hotel
05.2016 - 11.2016
Assembly Operator
KPI Recruiting Ltd
05.2016 - 06.2016
Joiner
PC Furniture
11.2015 - 12.2015
Duty-free Retail - Sales associate
Starboard cruise services /LVMH
09.2011 - 07.2015
Real estate Agent
Atanas Radoslavov Trade
12.2009 - 09.2011
Chef de Rang
Viking River Cruises
06.2009 - 11.2009
Dining room Waiter
Grand Circle Cruise Ltd
03.2008 - 01.2009
Dining Room Waiting Staff
Carnival Cruise Line
06.2003 - 11.2007
Bar Staff
Hotel Danube
03.2002 - 06.2003
Furniture fitter/joiner
Alfa Mebel Furnishing Company
03.1999 - 01.2002
Site Security
Bulgarian National Military
08.1997 - 01.1999
A-Level or equivalent - Manufacture in Furniture
Professional school of Maritime Heavy Industry
09.1995 - 06.1997
A-Level or equivalent - Interior Design and Furniture Manufacturering
Professional school Josiph Vondrac
09.1993 - 06.1995
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