Aminat Shavaeva
BURNABY,BC
Summary
Energetic and friendly Front desk Agent with more than 5 years of experience and expertise in hotel reservations, client relations and administrative support. Detail oriented with strong knowledge of Microsoft Office and PMS (opera) system. Looking to broaden the current established knowledge gained thus far and progress that through further experience to better serve the needs of the company as a whole.
Overview
5
5
years of professional experience
Work History
Guest Services Agent
Delta Burnaby Hotel and Conference Center
Burnaby, BC
03.2019 - 07.2022
- Monitored emergency line and actioned any 911 calls or fire panel alerts
- Sent 25-30 emails daily demonstrating mastery of written communication and attention to detail.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Handled sensitive information on a daily basis
- Assisted in coordination and blocking of rooms for incoming group & tour
- Facilitated guest departure including transportation assistance, settling of any guest folios and ascertaining guest satisfaction upon check-out
- Handled all guest issues and feedback tactfully and efficiently, ensuring prompt resolution
- Verified bills and invoices and prepared necessary reports for executive team during night audit shifts
- Created more efficient workspace by proactively anticipating department needs.
Barista
Starbucks
Coquitlam, BC
12.2017 - 11.2018
- Pleasantly interacted with over 100 customers per day to promote fun, positive environment.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Provided in-depth information to customers on beverage preparation and offered samples of latest brews.
- Completed over successful daily cash audits to correctly balance drawers at end of each shift.
- Upsold specialty items with beverages, increasing store sales.
- Trained new employees in one-on-one scenarios.
Assistant Catering Manager
Meduoza Restaurant
Nalchik, KBR
03.2017 - 08.2017
- Handled catering scheduling, ordered food and planned events.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Developed unique events and special promotions to drive sales.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Protected business, team members and customers by monitoring alcohol consumption and keeping operation in line with legal service requirements.
- Handled payment collection and payroll of 10 employees.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Coordinated with event planners for floor and table layouts, guest numbers and overall catering needs.
Education
Hospitality Management Diploma - Hospitality Administration And Management
Douglas College
Coquitlam, BC04.2019
Skills
- Dynamic Communication Skills
- Property Management System Knowledge
- Customer Complaint Management
- Billing and Payment Processing
- Problem assessment
- Creative problem solving
- Interpersonal skills
- Stress Management
Timeline
Guest Services Agent
Delta Burnaby Hotel and Conference Center
03.2019 - 07.2022
Barista
Starbucks
12.2017 - 11.2018
Assistant Catering Manager
Meduoza Restaurant
03.2017 - 08.2017
Hospitality Management Diploma - Hospitality Administration And Management
Douglas College
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