Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Zdravka Filipova

Zdravka Filipova

London

Summary

A professional with excellent communication, research, and planning skills. A self-motivated, helpful, and approachable, detail-oriented with strong organizational skills and administrative skills. I am a seasoned guest-oriented, passionate about providing exceptional and the highest standards of hospitality and customer service externally and internally with experience in fast-paced and team-based environments. Furthermore, hardworking, reliable and efficient with strong abilities to complete duties given, and deadline orientated. Adaptable, proactive, and punctual with a team-oriented mentality with an excellent reputation for resolving problems and a quick learner.

Overview

4
4
years of professional experience

Work History

Receptionist

The Arts Club
09.2023 - Current
  • Operating with Seven rooms and Dynamic systems in a busy environment
  • Working in two restaurants, club and Members lounge
  • Checking for reservations and assigning members
  • Responding for emails and calls, and handling members complaints and preferences
  • Compliance of club policies and dress code, and providing high quality service
  • Assuring all members are good and all the operations running smoothly.
  • Maintained confidentiality of information regarding memberss and company.

Head Receptionist

The Trafalgar St. James Hilton Hotel
03.2022 - 07.2023
  • Greetings to the VIP guests of the hotel
  • Checks cleanliness of lobby and public areas, as well as front office staff in proper and orderly appearance and behavior
  • Coordinates with all departments concerned in order to maintain Front Office functions properly
  • Answers guests' inquiries, handles complaints, attends to the needs of the guests, and sends replies to guest reviews on booking channels
  • Authorizes charges to be made for late departures and/or compliments on them
  • Maintains and is guided by hotel policy on credit/lost and found hotel guests' properties
  • Checking the departure list for any remaining balances or corrections to be made with the ONQ system.

Senior Receptionist

Millennium Hotel
12.2020 - 02.2022
  • Greeted guests and groups to the hotel and provided them with their itineraries and coupons
  • Check-in, check-out, and making reservations at a high-volume hotel
  • Maintained an organized workspace and strict confidentiality of classified information
  • Dealing with and resolving customer complaints, late arrivals, and assisting with early check-outs
  • Verify customers' credit, compute bills, collect payments, and make necessary changes for guests
  • Operating switchboards and emails and directing calls appropriately
  • Handled VIP bookings and special requests to leverage upselling opportunities
  • Trained new staff in Opera system navigation and customer service standards.

Head Receptionist

Social Eating House
08.2019 - 11.2020
  • Greeted customers, checking reservations and table accommodation
  • Responsible for all incoming phone calls and emails, handling and confirming high-volume bookings
  • Handling scheduling issues with regard to reservation dates and times
  • Interacts with guests on a regular basis to ensure a positive experience
  • Maintained an efficient and optimal standard of customer service to all guests and cooperated with staff members for the same
  • Working with VIP guests to efficiently accommodate needs
  • Working with OpenTable and Seven Rooms systems.

Education

Bachelor of Science - Business & Management

UNIVERSITY OF BEDFORDSHIRE
London
05.2022

HISTORY AND GEOGRAPHY -

HIGH SCHOOL-SV. PATRIARCH EVETIMEI
05.2015

Skills

  • Multitasking and organization skills
  • Strong computer hardware and software skills
  • Resourcefulness and decisiveness
  • Team player and adaptability
  • Analytical and strategic planning
  • Creative and attention to details
  • Emotional intelligence and conflict resolution

Languages

English
Russian

Timeline

Receptionist

The Arts Club
09.2023 - Current

Head Receptionist

The Trafalgar St. James Hilton Hotel
03.2022 - 07.2023

Senior Receptionist

Millennium Hotel
12.2020 - 02.2022

Head Receptionist

Social Eating House
08.2019 - 11.2020

Bachelor of Science - Business & Management

UNIVERSITY OF BEDFORDSHIRE

HISTORY AND GEOGRAPHY -

HIGH SCHOOL-SV. PATRIARCH EVETIMEI
Zdravka Filipova