Oksana Voitenko
Vancouver,BC
Summary
Dynamic guest service professional with extensive experience in delivering exceptional hospitality and fostering guest loyalty. Possesses a deep understanding of the hospitality industry, complemented by a proven track record in customer service excellence. Skilled in utilizing Lightspeed POS to enhance operational efficiency and elevate the guest experience. Committed to creating memorable interactions that drive repeat business and enhance Marriot brand reputation.
Overview
2026
2026
years of professional experience
Work History
Guest Services Agent
Sheraton Wall Centre Hotel
05.2024 - Current
- Performing the daily duties in a high volume hotel such as replying to the emails in a professional manner.
- Managed front desk operations, efficiently handling check-ins, check-outs, and reservations.
- Resolved guest inquiries and complaints promptly to enhance satisfaction and loyalty.
- Oversaw daily front office activities, ensuring compliance with hotel policies and procedures.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
Fairmont Gold Supervisor
Fairmont Hotel Vancouver
12.2023 - 03.2024
- Provide exceptional concierge information to our guests about local attractions, restaurants, theatres, special events and other available services
- Develop and maintain strong guest relationships to ensure Fairmont Gold loyalty
- Assist guests regarding hotel facilities in an informative and helpful way
- Review all Fairmont Gold reservations to ensure requests are met
- Assist guests in the Fairmont Gold lounge with food and beverage service
- Manage the tasks between the pantry, lounge and Fairmont Gold desk
- Address guest concerns promptly and effectively
- Cashier registry
- Monthly scheduling and bookkeeping, weekly staff briefing
- Proficient use of multiple systems, apps, extensions.
Front Desk Agent
Lonsdale Quay Hotel
03.2023 - 12.2023
- Operating switchboard and assisting with inquiries.
- Managed front desk operations, ensuring seamless check-in and check-out processes for guests.
- Taking reservations.
- Coordinated room assignments and maintained accurate reservation records using property management system.
Sales Associate
The Source, Bell company
11.2022 - 06.2023
- Interacting with customers, offering assistance and responding to queries about products and purchases
- Providing recommendations according to customer needs or preferences
- Locating merchandise for customers and places orders, where necessary
- Introducing promotions and new products to customers
- Operating cash register and handles cash payments and credit card processing
- Handling refunds, exchanges and returns
- Documenting sales by updating customer records
Part-time
Global Elite Language Center
03.2021 - 10.2022
- Event planning, design and production while managing all project delivery elements within time limits
- Liaise with clients to identify their needs and to ensure customer satisfaction
- Conduct market research, gather information and negotiate contracts prior to closing any deals
- Proposed ideas to improve provided services and event quality
- Organized facilities and managed all event’s details in the center such as decor, catering, entertainment, guest listed, etc.
- Ensured compliance with insurance, legal, health and safety obligations
- Specified staff requirements and coordinated their activities
- Cooperated with marketing and PR to promote and publicize event
- Proactively handle any arising issues and troubleshoot any emerging problems
- Conducted pre- and post – event and classes evaluations and report on outcomes
- Research market, identify event opportunities and generate interest
High school math teacher
Daroonpat
12.2019 - 10.2022
- Design teaching materials to sustain students’ interest in the subject.
- Prepare weekly lesson plans on time.
- Interact with students, parents and faculty.
- Design appropriate teaching plans and schedules, coherent instruction methodology
- Implement initiatives and teaching methodologies.
- Facilitate classroom procedures, set culture standards for learning
- Monitor students’ progress in the subject.
- Monitor overall academic development.
- Design student assessment systems and methodologies.
Front Desk Administrator & Guest Relations
Emaar Company & Vida Downtown Hotel
09.2018 - 10.2019
- Greet, communicate with and welcome guests
- Answer all the customers' questions and address their complaints
- Receive letters, packages and send them to appropriate destination
- Check, sort and forward emails
- Make supply orders when needed
- Monitor and update records and files, log office expenses and costs, office supplies
- Room upsells
- Confirm group reservations and arrange personalized services for VIP customers and event attendees
- Efficient communication with hotel staff to ensure services and accommodations to accommodate guests.
Administrative Assistant
Elite Language Center
2016 - 2017
- Managed scheduling and coordination of language classes for diverse student groups.
- Assisted in maintaining accurate records of student progress and attendance.
Education
Bachelor of Science - Architecture
Kharkiv National University of The Architecture
Kharkiv,Ukraine09-2017
Skills
- Guest communication
- Writing and verbal communication
- Data entry proficiency
- Administrative skills
Languages
English
Full Professional
Ukrainian
Native or Bilingual
Russian
Native or Bilingual
Timeline
Guest Services Agent
Sheraton Wall Centre Hotel
05.2024 - Current
Fairmont Gold Supervisor
Fairmont Hotel Vancouver
12.2023 - 03.2024
Front Desk Agent
Lonsdale Quay Hotel
03.2023 - 12.2023
Sales Associate
The Source, Bell company
11.2022 - 06.2023
Part-time
Global Elite Language Center
03.2021 - 10.2022
High school math teacher
Daroonpat
12.2019 - 10.2022
Front Desk Administrator & Guest Relations
Emaar Company & Vida Downtown Hotel
09.2018 - 10.2019
Administrative Assistant
Elite Language Center
2016 - 2017
Bachelor of Science - Architecture
Kharkiv National University of The Architecture