Tsonko Ivanov

• Manage front desk operations for a hotel accommodating both regular guests and over 50 asylum seekers, ensuring a safe, welcoming, and inclusive environment.
• Provide daily support to asylum seekers, including guidance on applying for housing, accessing benefits, registering with local services, and preparing for job applications.
• Offer encouragement, emotional support, and practical advice to help residents work towards independence and stability.
• Act as a key liaison between residents, local authorities, and support agencies to resolve issues promptly and effectively.
• Handle complaints and challenging situations with empathy, diplomacy, and cultural sensitivity, ensuring positive outcomes for all parties.
• Coordinate room allocations and maintain accurate records in line with safeguarding and confidentiality protocols.
• Deliver exceptional service to all guests, balancing the needs of vulnerable residents with commercial hotel operations.

Key Achievements:

• Successfully built rapport and trust with residents from diverse cultural and linguistic backgrounds.
• Contributed to improved resident engagement in training and employment programs through proactive support and encouragement.
• Maintained high operational standards while supporting a complex and socially diverse resident base.

• Managed a team of 5 employees, ensuring smooth shift execution and delivering exceptional customer service.
• Coordinated and scheduled staff shifts to ensure optimal coverage during peak hours.
• Implemented new customer service strategies to improve the shopping experience.
• Regularly trained team members on new procedures and customer service techniques.

Results:

• Achieved a 15% increase in customer satisfaction scores over six months.
• Improved team efficiency by reducing task completion times by 20%.
• Successfully managed the team through several high-demand periods, maintaining operational smoothness.
• Gained valuable skills in leadership, team coordination, and customer service.
• Recognized the importance of clear communication and proactive problem-solving in managing a team.