Kateryna Sukha
Varna,Bulgaria
Summary
Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining and entertainment offerings. Looking to secure a hotel management position with a property seeking additional success. Personable hotel manager with degree in hospitality. Dedicated to excellence and well-versed in coordinating personnel from all departments. Seeking role as manager for high-end hotel.
Diligent shop team member skilled with money handling and customer questions. Works with team members to keep customers happy and lines under control. Focused on helping others with quality service for diverse needs.
Thorough customer service professional with multitasking and time management abilities to handle demands of busy contact centre environment. Confident in independently resolving customer problems. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
18
18
years of professional experience
Work History
Hotel manager
River Advice
, Switzerland
03.2022 - 01.2024
- Developed long-lasting relationships with outside vendors, including florists and restaurants, so that guests could secure valuable deals on services and meals.
- Coordinated with wait staff on maintenance and resupply of buffet stations, quick turn of dining room and delivery of fresh dishes.
- Managed team of four front desk agents and helped to resolve issues that arose during shifts.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
- Coordinated with the waiting staff to ensure that the buffet areas were kept clean and dishes were refilled efficiently.
- Hired and trained all new employees, whilst also demonstrating the best methods for servicing clients and guests.
- Assisted guests at check-in, providing information on various services within hotel.
- Met health and safety guidelines to maintain compliant working environments.
- Actioned and resolved guest feedback to boost service quality.
- Inspected rooms and reception areas to achieve pristine presentation and cleanliness.
- Provided end-of-month audits of resort to upper management as required.
- Provided exceptional service and assistance to guests upon check-in.
- Made sure that guest complaints were handled in the most effective manner possible and that complimentary services were offered to maintain high guest satisfaction rates.
Sales advisor
Chernomor Cosmetics
Odessa, Ukraine
10.2020 - 02.2022
- Highlighted product features and benefits in line with customer needs, securing high-value sales.
- Retained customers by building rapport and delivering tailored product recommendations.
- Warmly greeted customers to establish positive first impressions, enhancing in-store experiences.
- Processed payments promptly and precisely using Point Of Sale (POS) systems, minimising customer waiting times.
- Provided high levels of in-store service, promptly resolving complaints to maintain customer satisfaction.
- Used active listening and relationship-building techniques to assess customer needs and deliver viable solutions.
- Established customer purchasing needs, offering personalised guidance with product and accessory selection.
- Maximised sales opportunities by regularly replenishing stock levels of recently sold products.
- Used active listening and relationship-building skills to assess customer needs, build rapport and deliver viable solutions.
- Assisted customers with product returns, converting refund requests into exchange opportunities to maximise store revenue.
- Ordered out-of-stock items for customers to retain store profits.
- Signed customers up to brand loyalty schemes, increasing repeat store spending.
- Understood store goals and used upselling and cross-selling techniques to achieve targets.
- Remained knowledgeable in current stock to provide helpful, informative customer advice.
Maitre d'
G&P Cruise Hotel Management GmbH
Luzern, Switzerland
11.2015 - 12.2019
- Protected brand image by ensuring interior restaurant presentation was exceptionally maintained.
- Collaborated with chefs to plan and implement fresh, innovative menus, driving restaurant footfall and sales.
- Strategically reviewed and planned restaurant staffing levels based on evolving service demands.
- Recognised and formally acknowledged outstanding staff performance, boosting team morale and productivity.
- Developed, implemented and communicated business plans to promote profitable food and beverage sales.
- Analysed operations to improve restaurant efficiency and service levels.
- Delivered in-depth training to customer-facing staff, promoting strong service performance.
- Encouraged feedback from restaurant customers, using insights to implement positive process changes.
- Established safe and secure dining environment with strong sanitation standards.
- Purchased required quantities of necessary restaurant items, including food, beverages, equipment and supplies.
- Clearly and promptly communicated pertinent information to staff, maintaining knowledgeable service teams.
- Interacted positively with customers, effectively promoting restaurant facilities and services.
- Improved Front-of-House (FOH) staff productivity by elevating greeting and seating processes.
- Quickly identified problem situations, skilfully resolving incidents to maintain satisfaction of involved parties.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Conducted health, safety and sanitation process evaluations, immediately identifying and remedying violations.
- Allocated resources to properly staff shifts and maintain adequate service levels across all restaurant areas.
Customer online support agent
Motokay GmbH
, Deutschland/Ukraine
10.2017 - 02.2018
- Built relationships with key industry figures to maximise client exposure and engagement.
- Used interpersonal skills to deliver excellent internal and external customer service.
- Answered calls and resolved queries within target timeframes to achieve KPIs.
- Solved customer problems with deliveries and orderes.
Bartender
G&P Cruise Hotel Management GmbH
Luzern, Switzerland
09.2010 - 11.2015
- Maintained bar stocks, replenishing daily as necessary.
- Greeted customers by name, remembering drinks selections and special requests to provide attentive, personalised service.
- Maintained a spotlessly clean and tidy bar area in line with health and hygiene regulations.
- Prepared mixed drinks and poured wine, beer and non-alcoholic beverages within target service timeframes.
- Thoroughly cleaned bar areas, delivering positive first impressions to guests and maintaining impeccable hygiene standards.
- Collected cash payments, processing and providing correct change and receipts using Point Of Sale (POS) systems.
- Followed safe serving requirements, monitoring guest behaviour and discontinuing service to inebriated customers.
- Engaged with guests to create positive rapport, encouraging loyalty and repeat visits.
- Provided efficient food and drinks service for high levels of customer satisfaction.
- Maintained knowledge of drinks promotions, pricing and menu changes, offering customers up-to-date, reliable advice.
- Performed bar closing duties, thoroughly cleaning, sanitising and replenishing stock.
- Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
- Changed beer kegs safely and efficiently, consistently following health and hygiene guidelines.
- Retained in-depth bar and menu item knowledge, providing expert recommendations to suit guest taste.
- Attended tables regularly to check customer needs were met, promptly processing additional food and drink orders.
- Set up bar area and kept ingredients and utensils fully stocked to maintain optimal service level.
- Memorised orders in loud and busy environments to maintain speedy service at peak times.
- Prepared for closing by cleaning bar area and announcing last orders.
- Applied expertise to pour, mix and serve wide variety of drinks in line with customer's expectations.
Waitress
Classic International Cruises (UK) Limited
06.2006 - 11.2009
- Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
- Warmly greeted guests upon arrival to create welcoming atmosphere.
- Delivered checks
- Checked in with customers during meals to check orders were received correctly and met guests' expectations.
- Arranged tables and set up linens and silverware in preparation for guests.
- Attended tables regularly to check customer needs were met, promptly processing additional food and drink orders.
- Greeted and escorted guests to tables.
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
- Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
- Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.
- Provided friendly, courteous service, maximising positive customer satisfaction ratings.
- Translated customer requests clearly to kitchen staff to meet specific dietary needs and preferences.
- Informed kitchen staff regarding special order requirements.
- Provided menu and offered recommendations to complement dining experience.
Education
Bachelor of Business Administration - Manager
Interrigional Academy of Managemet
Odessa, Ukraine 09/2004 - 06/2009
Skills
- Sorting mail
- Multi-line phone systems
- External communications
- Optimising processes
- Transporting files
- Microsoft Outlook
- Excellent telephone and email etiquette
- Resolving errors
- Proper payment verification
- German, English or Russian skills
- Microsoft Office
- Office cleanliness
- Office management
- Mail distribution
- Answering incoming calls
- Travel arrangements
Languages
English
Advanced
German
Fluent
Russian
Native
Ukraine
Native
Timeline
Hotel manager
River Advice
03.2022 - 01.2024
Sales advisor
Chernomor Cosmetics
10.2020 - 02.2022
Customer online support agent
Motokay GmbH
10.2017 - 02.2018
Maitre d'
G&P Cruise Hotel Management GmbH
11.2015 - 12.2019
Bartender
G&P Cruise Hotel Management GmbH
09.2010 - 11.2015
Waitress
Classic International Cruises (UK) Limited
06.2006 - 11.2009
Bachelor of Business Administration - Manager
Interrigional Academy of Managemet
09/2004 - 06/2009
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