Mladen Kurtov
London,UK
Summary
Experienced, personable professional with focus on creating welcoming and enjoyable experiences for guests. Demonstrates strong proficiency in Microsoft Office Suite and financial reporting, facilitating smooth operations and effective, and strong communication with organisational skills. Skilled in managing reservations, addressing guest queries. Committed to enhancing customer satisfaction through attentive service, creating welcoming atmospheres and fostering positive guest interactions, ensuring smooth and enjoyable guest experiences and contributing to memorable service environment. Knowledgeable in health and safety compliance, allergen awareness, and food hygiene, focused on improving guest satisfaction through strategic complaint resolution and high-quality service.
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion. Works well under tight deadlines.
Overview
10
10
years of professional experience
13
13
years of post-secondary education
Work history
Host, Guest relation
Kimpton Fitzroy London, IHG Hotels and Resorts
London, UK
2022.03 - 2025.07
- Developed strong relationships with regular customers, encouraging repeat visits.
- Created welcoming environment with friendly interactions and prompt service, Greeted and directed visitors, creating positive and welcoming first impression, Collaborated on promotional activities that increased restaurant visibility.
- Provided comprehensive menu knowledge for informed meal choices, recommended specials
- Resolved guest and employee complaints, maintaining customer satisfaction and workforce effectiveness, Managed conflict resolution to maintain positive atmosphere, Adapted quickly to changing work schedules, maintaining productivity during peak hours.
- Coordinated private event set-up, delivering successful hosting experiences.
- Worked closely with management team, contributing to business improvements, Communicated effectively and Collaborated with kitchen staff, resulting in timely order deliveries from serving staff for smooth service operations.
- Followed hygiene and safety regulations to uphold high standards of health protection.
- Demonstrated polite and enthusiastic phone manner to take orders and handle guest queries, Answered phone calls and scheduled reservations for guests, Answered phone calls and inquiries, providing information and assistance to callers, Corresponded promptly to online queries, improving guest relations
- Handled table reservations for smoother dining experiences.
- Created memorable customer experiences through attentive, responsive service, Ensured guest satisfaction by providing excellent customer service
- Demonstrated polite and enthusiastic phone manner.
- Solved administrative and customer service issues with knowledgeable assistance and friendly support.
- Wrote professional letters, memos and emails for internal and external business communication.
Hotel Duty and Night Manager
Courthouse Shoreditch
London, UK
2021.06 - 2022.02
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Applied positive customer service approach to increase satisfaction levels.
- Coordinated room assignments to accommodate guest needs, resulting in improved customer service ratings.
- Organised briefing for night shift staff to follow instructions.
- Led employees during night shifts to deliver outstanding customer service and comply with quality standards.
- Assisted with check-ins, check-outs and reservations to support front office operations.
- Oversaw front desk operations and trained team to handle high volume work with professionalism and accuracy.
Housekeeping coordinator, housekeeping supervisor
Park Plaza Hotels( Park Plaza Riverbank )
London, UK
2018.09 - 2021.06
- Streamlined operations with effective scheduling of housekeeping tasks.
- Managed inventory of cleaning supplies, reducing waste and enhancing efficiency.
- Optimised workflow through efficient delegation of chores amongst the team.
- Upheld strict hygiene standards, providing safe accommodation for guests.
- Collaborated closely with front desk team for seamless check-in and check-out process for guests. Streamlined communication between front office and housekeeping department leading to improved operational efficiency
- Trained new staff members to promote compliance with housekeeping procedures.
- Coordinated housekeeping staff for efficient daily operations.
- Completed shift reports for smooth handovers and Back of House operations.
- Laundered items within set timeframes to meet hotel demands.
- Responded quickly to customer requests for linen, towel and toiletry replacements.
- Managed cleaning product stock in line with COSHH regulations.
- Demonstrated excellent attention to detail in all tasks, ensuring the highest standards were met at all times.
- Updated room status on the hotel software after every cleaning session accurately reducing room turnaround time..
Hotel Duty Manager
54 Queensgate Hotel
London, UK
2018.05 - 2018.10
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Applied positive customer service approach to increase satisfaction levels.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Production supervisor
BATES London Ltd
London, UK
2015.12 - 2018.05
- Managed daily laundry operations ensuring smooth and efficient workflow, Effectively managed various day-to-day laundry operations, Assessed quality of laundered items, ensuring customer satisfaction, Kept up-to-date records of all laundered items facilitating easy tracking when necessary.
- Provided constructive feedback to teams helping them improve their skills over time, Coached, trained and mentored new staff members, improving overall team performance and whole team members to perform with meticulous attention to quality and efficiency for high-performing operational output.
- Handled customer complaints effectively, maintaining positive relationships with clients, Implemented effective inventory control methods and etc.
Education
Master of Science - International Hospitality And Tourism Managemnt
Anglia Ruskin London University
London10.2026
Bachelor of Arts - International Business
University of The West of Scotland
London, United Kingdom 2019.07 - 2024.11
Master of Arts - Finance and Audit, Business management
University of National And World Economy
Sofia, Bulgaria 2003.09 - 2005.06
Bachelor of Arts - Hydraulic and pneumatic machines
Technical University - Sofia
Sofia, Bulgaria 1999.10 - 2003.03
Higher National Diploma - Biology and Chemistry
High School of Mathematic, Biology and Chemistry
Gotse Delchev, Bulgaria 1995.09 - 1998.05
Skills
- Microsoft Office Suited
- Team leadership
- Complaint resolution techniques and Guest relations management
- Reservation coordination
- Effective listening skills
- Flexible working hours
- Professional etiquette
- Calm under pressure
- Positive attitude
Languages
Russian
Advanced
English
Fluent
Affiliations
Traveling, Shopping, Cooking, Watching TV
Timeline
Host, Guest relation
Kimpton Fitzroy London, IHG Hotels and Resorts
2022.03 - 2025.07
Hotel Duty and Night Manager
Courthouse Shoreditch
2021.06 - 2022.02
Bachelor of Arts - International Business
University of The West of Scotland
2019.07 - 2024.11
Housekeeping coordinator, housekeeping supervisor
Park Plaza Hotels( Park Plaza Riverbank )
2018.09 - 2021.06
Hotel Duty Manager
54 Queensgate Hotel
2018.05 - 2018.10
Production supervisor
BATES London Ltd
2015.12 - 2018.05
Master of Arts - Finance and Audit, Business management
University of National And World Economy
2003.09 - 2005.06
Bachelor of Arts - Hydraulic and pneumatic machines
Technical University - Sofia
1999.10 - 2003.03
Higher National Diploma - Biology and Chemistry
High School of Mathematic, Biology and Chemistry
1995.09 - 1998.05
Master of Science - International Hospitality And Tourism Managemnt
Anglia Ruskin London University
References
References available upon request.