Reading
Aleksandrina Teplova
Guest Relation
Sochi
Summary
Professional in hospitality with proven ability to enhance guest experiences and foster positive relationships. Known for effectively managing guest services and addressing concerns promptly. Strong focus on team collaboration and achieving results while adapting flexibly to changing needs. Proficient in communication and conflict resolution, ensuring seamless operations.
Overview
5
5
years of professional experience
4
4
Languages
Work History
Tour Guide
Coral Travel
04.2025 - Current
- Led engaging and informative excursions for international guests, delivering high-quality experiences across cultural, historical, and entertainment locations in Turkey.
- Managed and coordinated large tourist groups (up to 400+ guests) across multiple hotels, ensuring seamless logistics and satisfaction.
- Acted as the primary point of contact for guest inquiries, issues, and complaints; resolved concerns promptly to maintain a high level of customer satisfaction.
- Provided personalized assistance and travel recommendations, enhancing the overall vacation experience.
- Worked closely with all staff, transport providers, and local partners to ensure smooth execution of daily tour operations.
- Conducted welcome meetings, presented tour packages, and promoted additional services, contributing to increased tour sales.
Reservations Department Manager
City Park Hotel Sochi 4*
06.2024 - 04.2025
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Supervised and led the reservations team, ensuring timely and accurate processing of bookings across multiple sales channels (direct, B2B, online platforms - TravelLine, Extranet, Anex Tour, Coral Travel, Pegas Touristik).
- Developed and implemented efficient booking procedures to optimize occupancy rates and minimize overbookings.
- Managed daily operations of the reservations department, including workload distribution, team training, and performance evaluations.
- Monitored inventory, room allocation, and rate availability in collaboration with the sales and revenue departments.
- Handled high-priority client requests and resolved complex booking issues to maintain guest satisfaction and partner trust.
- Produced regular reports on booking trends, forecast accuracy, and team productivity for senior management.
- Ensured compliance with company policies, data protection standards, and quality assurance protocols.
Reservation Agent
City Park Hotel Sochi 4*
04.2022 - 04.2024
- Handled incoming calls from guests and partners, providing detailed consultations on room types, availability, rates, and hotel services.
- Assisted guests with reservations and modifications, ensuring a smooth and personalized booking experience.
- Actively promoted hotel services and upgrades, contributing to increased direct sales and revenue.
- Prepared daily and weekly reports on hotel occupancy, revenue, and booking trends for management analysis.
- Utilized property management and reservation systems such as Logus, TravelLine, and Extranet to manage bookings and inventory.
- Collaborated with the front office and sales teams to optimize room allocation and guest satisfaction.
- Recognized as Best Employee of the Hotel in 2023, and named Employee of the Month more than three times for exceptional performance and customer service.
Guest Relations Executive
Marriot Hotel
12.2020 - 04.2022
- Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
- Coordinated with housekeeping staff to ensure timely room turnovers, minimizing wait times for incoming guests.
- Managed guest feedback effectively, implementing necessary changes for continuous improvement.
- Assisted in training new team members, contributing to a consistently high-performing staff.
- Communicated with hotel guests via WhatsApp and the Marriott GXP platform, including handling messages from loyalty program members.
- Responded to incoming phone calls and guest inquiries, providing detailed information about resort services, room types, and amenities.
- Managed guest profiles, reservations, and service requests using Opera PMS and processed in-room dining orders through Micros POS.
- Resolved guest complaints and conflict situations professionally and efficiently, ensuring high levels of guest satisfaction.
- Monitored the execution of guest requests by coordinating with relevant departments and following up to ensure timely delivery.
- Assisted guests with restaurant reservations, transfer bookings, flower and balloon deliveries, and other personalized services.
- Responded to guest reviews and inquiries on Booking.com, maintaining a positive and professional tone in all correspondence.
- Acted as a key point of contact for VIP guests and loyalty members, enhancing their stay through personalized assistance and attention to detail.
Education
Bachelor’s Degree - Theory And Methodology of Teaching Foreign Languag
Moscow International University
Moscow 04.2001 -
Hotel Service Manager
University College of Economics And Technology, Sochi State
Sochi 04.2001 -
Skills
Tourism management
Proficient in Russian, English
Guest relations
Travel recommendations
Strong empathy
Data entry proficiency
Customer relations
Activity coordination
Task delegation
Documentation
Conflict management
VIP support management
Hospitality and service industry background
Teamwork and leadership
Interests
Swimming
Studying languages
Timeline
Tour Guide
Coral Travel
04.2025 - Current
Reservations Department Manager
City Park Hotel Sochi 4*
06.2024 - 04.2025
Reservation Agent
City Park Hotel Sochi 4*
04.2022 - 04.2024
Guest Relations Executive
Marriot Hotel
12.2020 - 04.2022
Bachelor’s Degree - Theory And Methodology of Teaching Foreign Languag
Moscow International University
04.2001 -
Hotel Service Manager
University College of Economics And Technology, Sochi State
04.2001 -