Zlatitsa Kaneva
London,leytonstone
Summary
Detail-oriented professional with extensive expertise in customer service, complaint resolution, and multi-lingual communication within the hospitality industry. Proficient in reservation software, room booking processes, and invoicing and payment handling, ensuring seamless guest experiences. Skilled in professional correspondence writing, documentation management, and telephone etiquette, with a strong commitment to punctuality and reliability. Dedicated to delivering exceptional service while fostering operational efficiency and aiming to contribute to the continued success of a dynamic hospitality organisation.
Knowledgeable and professional Receptionist skilled in administrative support and customer service objectives. Brings 15 years of experience managing fast-paced, front desk operations. Strong planning, problem solving and communication skills.
Overview
10
10
years of professional experience
10
10
years of post-secondary education
Work History
Front-desk
Danubius Regent's park
London
11.2019 - 07.2024
- Optimised front-desk operations to ensure efficient and seamless check-out services
- Organised files to ensure easy document retrieval.
- Handled incoming calls, resulting in effective message delivery.
- Arranged transport services for guests' comfort and satisfaction.
- Processed payments accurately, maintaining financial integrity at all times.
- Streamlined communication for improved team coordination.
- Compiled daily reports, aiding effective decision making processes.
Assistant-Reservation Manager
Barcelo hotels
Sunny beach, Bulgaria
02.2018 - 09.2019
- Led construction projects for improved infrastructure within military bases.
- Regularly liaised with other military departments for coordinated execution of joint missions.
- Carried out bridge building tasks, resulting in improved access routes during field operations.
- Executed demolition operations to clear hazardous areas of operation.
- Monitored room availability trends, aiding forecasting efforts.
- Coordinated group bookings effectively, ensuring customer satisfaction.
- Liaised with marketing department to promote special offers and packages effectively.
- Enhanced customer satisfaction by promptly addressing and resolving booking issues.
- Managed reservation databases to ensure accurate record keeping.
- Assisted in training new team members on reservation procedures and systems.
- Maintained confidentiality of sensitive guest information at all times.
- Updated room rates frequently on various platforms for market competitiveness.
- Collaborated closely with front office team, resulting in a cohesive guest experience.
- Optimised room allocation for optimal utilisation of resources.
- Handled customer queries professionally, resulting in repeated business.
- Maintained high level of accuracy whilst managing multiple booking platforms simultaneously.
- Provided round-the-clock assistance to guests requiring help with their reservations.
- Generated daily reports for management review, aiding strategic decision-making processes.
Front desk manager
Cascadas Apartment Complex
Sunny beach
03.2016 - 10.2017
- Liaised effectively with other departments for seamless communication flow.
- Assisted in budget planning and control to manage departmental expenses effectively.
- Enhanced guest experience by providing prompt assistance whenever required.
- Managed front desk operations, ensuring smooth running of daily activities.
- Oversaw team of receptionists, fostering a positive work environment.
- Managed room bookings efficiently, avoiding double bookings or overbooking scenarios.
- Resolved conflicts amongst staff swiftly and amicably maintaining harmony within the team.
- Handled guest complaints professionally, leading to quick resolution and satisfied clients.
- Performed administrative duties such as correspondence handling and document filing diligently.
- Coordinated with housekeeping staff for timely room availability.
- Provided excellent customer service to all guests, resulting in high levels of satisfaction.
- Ensured accurate record-keeping by diligently updating hotel database.
- Streamlined check-in and check-out procedures, reducing waiting times for guests.
- Contributed to revenue growth by promoting additional services offered by the hotel.
- Developed strong relationships with repeat customers through friendly and professional interactions.
- Ensured security protocols were followed at the front desk for guest safety.
- Conducted regular staff training sessions to improve service standards.
- Maintained orderliness at the front desk area, presenting an organised image to guests.
- Cooperated with management on implementing new policies aimed at enhancing service delivery.
- Implemented new strategies for improving front desk operations efficiency.
Front desk receptionist and reservation agent
Fraser Place Canary Wharf
London
06.2014 - 07.2015
- Organised travel arrangements for senior executives, facilitating seamless business trips.
- Assisted in keeping track of office supplies, avoiding sudden shortage.
- Created welcoming atmosphere for visitors by maintaining clean and organised reception area.
- Attended to emergency situations calmly whilst contacting appropriate personnel swiftly.
- Streamlined communication between different departments through efficient message handling.
- Facilitated smooth operations for front desk area by handling all administrative tasks.
- Assisted colleagues with ad-hoc tasks when required contributing to cohesive team environment.
- Ensured timely scheduling of appointments with detailed coordination.
- Updated all company contact lists regularly, providing ease of access to information..
- Improved office efficiency by managing incoming calls and direct them to appropriate departments.
- Assisted HR department in conducting interviews by setting up interview schedules and rooms.
- Monitored visitor access meticulously, enhancing security within premises.
- Responded promptly to customer queries, ensuring satisfied clientele.
- Coordinated with other departments for seamless client servicing.
- Handled special requests, contributing to enhanced customer service.
- Maintained high degree of accuracy whilst entering reservation details.
- Worked closely with sales team to maximise room occupancy.
- Communicated rate information to potential clients for increased bookings.
- Streamlined the process of check-in and check-out for guests' convenience.
- Managed high volume calls for booking and reservation purposes.
- Resolved complaints swiftly, maintaining high level of customer satisfaction.
- Built strong relationships with customers through excellent communication skills.
Front desk receptionist
Grange Strathmore Hotels
London
05.2014 - 07.2014
- Assisted in keeping track of office supplies, avoiding sudden shortage.
- Attended to emergency situations calmly whilst contacting appropriate personnel swiftly.
- Ensured timely scheduling of appointments with detailed coordination.
- Monitored visitor access meticulously, enhancing security within premises.
- Maintained updated records of visitors' logs daily, ensuring accuracy in data entry..
- Provided accurate information about company services to clients, enhancing brand image.
- Streamlined communication between different departments through efficient message handling.
Education
Diploma of Higher Education - Business studies
Canterbury Christ Church University
London 10.2020 - 07.2024
Diploma - Hospitality Management
International Career Institute
London 01.2017 - 06.2018
Diploma of Higher Education - English philology and Linguistics
The University of Shumen
Bulgaria 09.2007 - 12.2011
certificate - Hotel services
Intermenu hotel service
Bulgaria 05.2007 - 08.2007
Skills
- Customer service
- Telephone etiquette
- Reservation software mastery
- Multi-Lingual communication
- Complaint resolution
- Room booking expertise
- Professional correspondence writing
- Invoicing and payment processing
- Hospitality industry knowledge
- Documentation handling
- Punctuality and reliability
Languages
English
Advanced
German
Elementary
Italian
Intermediate
Timeline
Diploma of Higher Education - Business studies
Canterbury Christ Church University
10.2020 - 07.2024
Front-desk
Danubius Regent's park
11.2019 - 07.2024
Assistant-Reservation Manager
Barcelo hotels
02.2018 - 09.2019
Diploma - Hospitality Management
International Career Institute
01.2017 - 06.2018
Front desk manager
Cascadas Apartment Complex
03.2016 - 10.2017
Front desk receptionist and reservation agent
Fraser Place Canary Wharf
06.2014 - 07.2015
Front desk receptionist
Grange Strathmore Hotels
05.2014 - 07.2014
Diploma of Higher Education - English philology and Linguistics
The University of Shumen
09.2007 - 12.2011
certificate - Hotel services
Intermenu hotel service
05.2007 - 08.2007
Similar Profiles
EMMA BRADYEMMA BRADY
Youth Conservation Corps (YCC) crewmember at York River State Park, Sky Meadows State Park, and Grayson Highlands State ParkYouth Conservation Corps (YCC) crewmember at York River State Park, Sky Meadows State Park, and Grayson Highlands State Park
Rowena BarnettRowena Barnett
Director of Counseling, Counselor at Highland Park Counseling, Highland Park ChurchDirector of Counseling, Counselor at Highland Park Counseling, Highland Park Church
Josue CardonaJosue Cardona
Garden Caretaker Lead at L.A. Park & Recreation (Griffith Park District)Garden Caretaker Lead at L.A. Park & Recreation (Griffith Park District)
MD RAJIB KHANMD RAJIB KHAN
Assistant Manager at National Furniture and MartAssistant Manager at National Furniture and Mart
Alexandra NedelcutAlexandra Nedelcut
Assistant general manager at The Gladwin BrothersAssistant general manager at The Gladwin Brothers