Nataliia Melnychuk
London ,United Kingdom
Summary
Dedicated hospitality professional with over three years of experience in hotel operations, progressing from Reception Team Member to Reservations Agent through strong performance and commitment. Experienced in managing individual and group reservations, coordinating with multiple departments, and delivering exceptional guest service in a fast-paced environment. Proficient in Opera Cloud and Delphi Sales & Catering, with proven experience supporting system integrations, training new team members, and adapting quickly to operational change. Recognised for strong organisational skills, attention to detail, and the ability to build positive working relationships across teams.
Overview
6
6
years of professional experience
1
1
Certification
Work history
Reservations Agent
Cockpit - Mercure and Ibis London Earl's Court
London, United Kingdom
2023.10 - Current
- Manage individual and group reservations using Opera Cloud and Delphi systems.
- Handle group enquiries from initial quotation through to confirmation, preparing contracts, pro forma invoices, booking confirmations and rooming lists.
- Communicate with travel agents, corporate clients and internal departments, including Front Office, Sales, and Events.
- Coordinate room allocations to maximise occupancy, operational efficiency and guest satisfaction.
- Process booking amendments, cancellations, payment requests and reservation updates with a high level of accuracy.
- Respond promptly to telephone and email enquiries and third-party booking platforms.
- Manage commission claims and reconciliations through hotel commission platforms.
- Maintain accurate reservation records and guest information.
- Support Front Office, Sales and Events teams to ensure smooth hotel operations.
- Quickly learned and became proficient in the Delphi system from scratch.
- Supported the hotel throughout a major property refurbishment, maintaining seamless reservations operations and excellent customer service.
- Successfully supported the operational implementation and integration of two hotel management systems, adapting quickly to new processes and procedures while ensuring business continuity.
- Played a key role in managing the hotel's reservations during the Wimbledon Championships, successfully handling exceptionally high booking volumes and operational demands.
- Consistently deliver exceptional customer service while managing multiple priorities in a fast-paced environment.
- Built strong working relationships within the Reservations team, promoting effective communication and supporting colleagues to achieve shared departmental goals.
- Assisted in training and onboarding new Front Office and Reservations team members, helping them become confident in hotel systems and operational procedures.
- Participated in the hotel's Green Key sustainability initiatives, supporting environmental goals.
Front Office Team Member
Cockpit - Ibis London Earl's Court
London, United Kingdom
2023.04 - 2023.10
- Managed check-in and check-out processes for up to 100 guests per shift, including large group arrivals and departures, ensuring efficient and accurate service.
- Handled guest enquiries and resolved issues professionally.
- Processed payments and maintained accurate guest accounts.
- Coordinated with Housekeeping and Maintenance to ensure room readiness.
- Assisted guests with reservations and local information.
- Maintained high standards of customer service in a busy hotel environment.
- Successfully supported the hotel through a full property refurbishment while maintaining uninterrupted guest service and operational efficiency.
- Managed incoming telephone calls to provide clear and concise information.
Senior Housekeeping Supervisor
WGC Ltd - Ibis London Earl's Court
London , Great Britain
2022.07 - 2023.04
- Actioned customer feedback to improve satisfaction ratings.
- Worked with front desk staff to respond promptly to guest requests, maximising customer satisfaction.
- Communicated repair needs to maintenance staff for prompt remedial action.
- Coached housekeeping staff to effectively plan and deliver on targets.
- Managed team schedule to deliver cleaning consistent with check-in and departure times.
- Audited rooms after cleaning to check cleanliness standards.
- Completed shift reports for smooth handovers and Back of House operations.
- Onboarded new personnel to maximise quality of service and performance.
- Implemented consistently high standards of cleanliness to facilitate excellent customer satisfaction.
- Supported the hotel through a property refurbishment, coordinating housekeeping operations to ensure minimal disruption to guests and daily operations.
Teacher of English
Horodenka Department of Education
Horodenka, Ukraine
2020.09 - 2022.03
- Adapted diverse teaching methods to boost student focus.
- Delivered key academic concepts using engaging teaching methods, improving student understanding.
- Reported on student progress to drive attainment.
- Created vibrant learning atmosphere through interactive exercises and discussions.
- Evaluated student progress by providing short quizzes, examinations and standardised tests.
- Taught spelling, pronunciation and sentence structure to form basic foundation of language.
- Highlighted importance of composition, grammar and sentence construction rules.
- Recommended reading materials and available resources to improve learning abilities.
- Provided additional support to struggling students, promoting improved academic confidence.
- Developed intervention strategies to improve student performance.
- Recommended effective additional learning resources, aiding continued student confidence and abilities.
Education
Bachelor of philology - Germanic languages and literatures
VASYL STEFANYK PRECARPATHIAN NATIONAL UNIVERSITY
Ivano-Frankivsk, UkraineSkills
- Hotel Reservations
- Group Reservations
- Front Office Operations
- Customer Service
- Room Allocation
- Reservation Management
- Team Collaboration
- Training & Onboarding
- Communication
- Organisation
- Time Management
- Problem Solving
- Attention to Detail
- Adaptability
- Multitasking
- Opera Cloud PMS
- Refund processing
- Delphi Sales & Catering
- Microsoft Office (Word, Excel, Outlook)
- Third-Party Booking Platforms
- Commission Management Platforms
- Cancelation policy understanding
- Hotel policies familiarity
Languages
Ukrainian
Native language
English
Advanced
Russian
Fluent
Personal Information
- Nationality: Ukrainian
- Date of birth: 26.07.1999
Certification
Reveal Talent Programme – Accor (2025/2026)
Selected for Accor's Reveal Talent development programme, designed to prepare high-potential employees for future leadership roles through mentoring, management training, and cross-functional business exposure.
Timeline
Reservations Agent
Cockpit - Mercure and Ibis London Earl's Court
2023.10 - Current
Front Office Team Member
Cockpit - Ibis London Earl's Court
2023.04 - 2023.10
Senior Housekeeping Supervisor
WGC Ltd - Ibis London Earl's Court
2022.07 - 2023.04
Teacher of English
Horodenka Department of Education
2020.09 - 2022.03
Bachelor of philology - Germanic languages and literatures
VASYL STEFANYK PRECARPATHIAN NATIONAL UNIVERSITY