Anastasiia Protsenko
.
Kyiv
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
4
4
years of professional experience
Work History
Guest Assistant
Titanic Deluxe Golf Belek Hotel
4 2023 - 10.2024
- Provided excellent customer service throughout hotel visits, resulting in outstanding TripAdvisor feedback.
- Managed and dealt with customer complaints by promptly resolving issues and offering helpful solutions.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized attention.
- Promoted additional hotel facilities and services to enhance customer experiences.
- Offered guests local knowledge and information on dining, entertainment and sightseeing experiences.
- Assisted guests with mobility impairments, making sure they were comfortable and looked after.
- Answered telephone calls with positivity and professionalism to uphold hotel reputation.
- Acted as brand ambassador and created memorable experiences for all guests by delivering highest service standards.
- Monitored guests and enforced rules, maintaining safety for visitors and staff.
Welcome Hostess
Titanic Deluxe Golf Belek Hotel
11.2021 - 04.2023
- Advised organization on implementing government regulations concerning hygiene, sanitation and purity.
- Self-motivated, with a strong sense of personal responsibility.
- Delivered an excellent first impression of hotel by greeting guests in a warm and friendly manner when entering the building.
- Welcomed guests in a warm, friendly and polite manner when entering the hotel.
- Acted as the main point of contact for guests when they required assistance.
Restaurant Hostess
Titanic Mardan Palace Hotel
06.2021 - 10.2021
- Engaged proactively with guests to confirm satisfaction with service, food and drinks.
- Maintained detailed menu knowledge to assist guests with food and beverage queries and selections.
- Managed waiting list and communicated information to guests about availability of tables, providing exceptional customer service.
- Seated guests in appropriate sections, rotating sections to avoid overwhelming servers.
- Answered customer questions about hours, seating, and menu information.
Real Estate Agent
Real Estate Agency ‘’Blagovist’’
10.2019 - 04.2021
- Compared listed property with recently sold estates of similar nature to determine competitive market price.
- Conferred with lenders, home inspectors and other service providers to meet terms and conditions of purchase agreements before closing dates.
- Wrote contract documents, purchase agreements and closing statements.
- Presented purchase offers to sellers for consideration with recommendations for next steps.
- Compared listed property with recently sold estates of similar nature to determine competitive market prices.
- Communicated with owners regarding home and loan status.
- Provided weekly feedback to sellers regarding all showings and marketing activities to build trust and transparency.
- Coordinated property closings, overseeing signing of documents and disbursement of funds.
- Created and maintained large client base by meeting needs and providing exceptional customer service.
Travel Agent
Feerie Travel Agency
04.2019 - 09.2019
- Asked open-ended questions to best understand client needs and determine the best travel offerings.
- Established a base of loyal clientele due to excellent listening and research skills and a keen understanding of travel budgets.
- Responded immediately to clients' questions, issues and complaints and found effective solutions when required.
- Handled the travel arrangements for groups, couples, executives and clients with special needs.
- Explained the benefits of purchasing travel insurance with clients and ensuring that they thoroughly understood the information.
- Took payments via credit and debit cards and handled all sensitive information with professionalism and discretion.
Education
Bachelor Degree - Tourism
Kyiv National Economic University
Kyiv, Ukraine06.2019
Skills
Communication Skills
Guest Orientation
Issue Resolution
Multilingual
TripAdvisor Handling
Guest Complaint Handling
Service Coordination
Hospitality Services
Strong multitasking
Computer Skills
Languages
Ukrainian, Russian
Native language
English
Upper intermediate
B2
Turkish
Elementary
A2
Software
Fidelio
Electra
Timeline
Welcome Hostess
Titanic Deluxe Golf Belek Hotel
11.2021 - 04.2023
Restaurant Hostess
Titanic Mardan Palace Hotel
06.2021 - 10.2021
Real Estate Agent
Real Estate Agency ‘’Blagovist’’
10.2019 - 04.2021
Travel Agent
Feerie Travel Agency
04.2019 - 09.2019
Guest Assistant
Titanic Deluxe Golf Belek Hotel
4 2023 - 10.2024
Bachelor Degree - Tourism
Kyiv National Economic University
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