ANNA DYOMINOVA
Toronto,, Canada (Relocating To Amsterdam)
Summary
Experienced hospitality professional with a passion for delivering outstanding guest experiences. Skilled in communication, customer service, and leadership, I excel in motivating teams to achieve excellence. Known for building cohesive teams and adapting seamlessly to diverse tasks and shifts. Adept at problem-solving and maintaining positive online reputations. Ready to bring my expertise to the role of Guest Relations Supervisor, ensuring exceptional guest satisfaction.
Overview
5
5
years of professional experience
Work History
Guest Service Agent
The Yorkville Royal Sonesta Hotel
Toronto, ON
08.2023 - Current
- Delivered exceptional hospitality skills, ensuring seamless check-in and check-out processes.
- Proactively addressed guest requests and operational needs, providing personalized information to enhance their stay.
- Managed reservations and promoted hotel products to enhance guest experience and maximize revenue opportunities.
- Prepared reports and shared highlights of the local area to ensure guests had a memorable and distinctive experience.
Lead Passenger Service Agent
Airway Interline Services
Toronto, ON
11.2022 - 07.2023
- Assisted international airline passengers with accommodations and transportation, ensuring seamless travel experiences.
- Addressed passenger inquiries and issues, providing high-quality customer service.
- Demonstrated effective communication and teamwork skills to enhance passenger satisfaction and loyalty.
Guest Relations Supervisor
Domina Coral Bay Resort
Sharm El Sheikh, Egypt
05.2021 - 10.2022
- Led a team of 5 employees, ensuring prompt and efficient service for VIP guests throughout their stay.
- Delivered a wide range of services, including check-in, meet-and-greet processes, and addressing guest requests.
- Assisted the sales team with resort site tours, enhancing understanding of resort offerings for tour operators and travel agents.
- Implemented innovative strategies in collaboration with cross-functional teams, resulting in exceptional guest experiences.
- Provided coaching and motivation to colleagues, contributing to a Guest Satisfaction Score (GSS) over 92%.
- Managed and responded to guest reviews on platforms such as TripAdvisor, Google, and other review sites, ensuring timely and professional communication to address guest feedback and enhance online reputation.
Guest Relations Agent
Iberotel Palace
Sharm El Sheikh, Egypt
07.2020 - 04.2021
- Communicated effectively with diverse guests, addressing inquiries, providing information, and resolving issues promptly.
- Demonstrated strong problem-solving abilities, ensuring guest satisfaction by resolving concerns and conflicts diplomatically.
- Managed multiple inquiries simultaneously, employing efficient time management skills.
- Maintained positive guest relations, converting negative experiences into positive ones through empathy and professionalism.
Pricing Coordinator
Joyce Tours
Sharm El Sheikh, Egypt
09.2019 - 03.2020
- Maintained accurate and up-to-date pricing information for hotels in Sharm El Sheikh.
- Facilitated smooth booking processes by uploading new and revised hotel pricing data into the B2B system.
- Entered and validated new contract details and amendments, ensuring the integrity of pricing data.
- Worked closely with the contracting team to understand new agreements and update pricing accordingly.
- Provided timely assistance to travel agencies by addressing pricing inquiries and resolving discrepancies.
Education
Master's - Chemical Technologies And Engineering
Lviv Polytechnic National University
Lviv, Ukraine12.2018
Bachelor's - Chemical Technologies
Lviv Polytechnic National University
Lviv, Ukraine06.2017
Skills
- Effective Verbal and Written Communication Skills
- Proficient in Microsoft Office, Google suite and hotel management software (Opera PMS, DayForce, Hotel Expert)
- Customer Service
- Leadership & Team Building
- Hospitality Expertise
- Flexibility
- Problem-Solving
- Online Reputation Management
Languages
English
Full Professional
Ukrainian
Native or Bilingual
Russian
Native or Bilingual
Hobbies
I enjoy traveling to embrace diverse cultures, exploring the ocean depths through free diving, finding comfort in running.
Work Authorization
Eligible for Temporary Protection Directive (TPD) in the Netherlands as a Ukrainian national, granting the legal right to work in the Netherlands.
Timeline
Guest Service Agent
The Yorkville Royal Sonesta Hotel
08.2023 - Current
Lead Passenger Service Agent
Airway Interline Services
11.2022 - 07.2023
Guest Relations Supervisor
Domina Coral Bay Resort
05.2021 - 10.2022
Guest Relations Agent
Iberotel Palace
07.2020 - 04.2021
Pricing Coordinator
Joyce Tours
09.2019 - 03.2020
Master's - Chemical Technologies And Engineering
Lviv Polytechnic National University
Bachelor's - Chemical Technologies
Lviv Polytechnic National University