Anna Novoselova
Wheaton,IL
Summary
Professional with robust experience in hospitality management, prepared for this role. Proven track record in optimizing front office operations, enhancing guest satisfaction, and streamlining processes. Strong focus on team collaboration and achieving results. Skilled in staff training, conflict resolution, and multitasking with flexible approach to changing needs. Reliable and efficient, ensuring smooth daily operations.
Overview
9
9
years of professional experience
Work History
Senior Front Office Manager
IHG, InterContinental New York Barclay
02.2019 - 08.2019
- Managed all aspects of Front Office operations (Guest services, bellmen services, Concierge, Guest Relations, Assistant Managers)
- Overnight operations management
- Ensured all guests satisfaction and maximized hotel profitability
- Training, coaching and leading Front Office team
- Monitoring and completing upsell program reports
- Assisted the Director of Front Office in any additional tasks
Guest Relations Manager/Club InterContinental Manager
IHG, InterContinental Buckhead, Atlanta
02.2018 - 02.2019
- Successfully re-opened Club InterContinental Lounge and ran it as a separate outlet
- Trained, managed and supported Guest Relations Coordinators and Club Attendants
- Implemented SOPs
- Worked closely with other departments in ensuring smooth Sales VIP guests stay experience
- Resolved guest stay issues and provided appropriate follow up and compensation
- Ensured proper supply inventory and ordering
- Served as Rooms Controller, set up VIP and other special guests reservations and requests
Assistant Director Housekeeping/Laundry Manager
IHG, InterContinental Mark Hopkins San Francisco
09.2017 - 02.2018
- Oversaw and supervised all employees in the Housekeeping Department (60+)
- Planned and assigned special cleaning projects of hotel grounds
- Addressed and resolved guest complaints and issues
- Appraised colleagues performance and conducted disciplinary actions
- Monitored linen inventory and placing linen orders
- Completed payroll and overtime reports
- Managed hotel’s holiday décor set up
- Assisted in hiring and interview processes
- Placed orders for guest supplies and up kept proper inventory
- Conducted VIP room inspections and inspections of hotel’s inside and outside grounds
Front Desk Manager
IHG, InterContinental Mark Hopkins San Francisco
10.2016 - 08.2017
- Trained, supervised and supported Front Office colleagues, including Front Desk Agents, Concierge, Bellman, Club Lounge and Instant Service Operators
- Replied to social media guest reviews
- Served as Hotel Manager on Duty
- Monitored stock and ordered office and guest supplies
- Monitored Front Office budget
- Served as TSA Upsell program champion
Kitchen Associate
Kalani Honua Inc.
05.2017 - 07.2017
- Demonstrated adaptability by effectively managing multiple priorities in a fast-paced work environment without compromising quality or safety standards.
- Enhanced customer satisfaction by consistently preparing high-quality dishes according to established recipes and presentation standards.
Night Manager
IHG, InterContinental Mark Hopkins San Francisco
01.2016 - 10.2016
- Responsible for all hotel operations during overnight shift hours, focusing on Front Office operations, night audit, hotel safety/security and IT operations
- Assisted Director of Front Office in all aspects of the department including but not limited to operations, planning, training, staffing and payroll and purchasing
- Corrected guest's service problems, replying and resolving guest comments and issues through online tools
Housekeeping Manager
InterContinental Mark Hopkins, San Francisco CA
10.2015 - 12.2015
Assistant Manager, Housekeeping
InterContinental Mark Hopkins, San Francisco CA
04.2014 - 10.2015
Manager on Duty (Task Force)
InterContinental Mark Hopkins, San Francisco CA
07.2014 - 10.2014
Training Manager
Holiday Inn Moscow Simonvsky, Moscow, Russia
08.2013 - 04.2014
Assistant Manager, Front Office
Holiday Inn Moscow Simonvsky, Moscow, Russia
01.2013 - 08.2013
Front Desk Supervisor
Holiday Inn Moscow Simonvsky, Moscow, Russia
06.2011 - 12.2012
Deputy Front Desk Lead
IHG Secondment (LOCOG London 2012 Olympics - Athletes Village)
06.2012 - 09.2012
Guest Service Agent
Holiday Inn Moscow Simonvsky, Moscow, Russia
07.2010 - 06.2011
Education
Bachelor of Science - Economics And International Relations
Kazan Federal University
Naberezhnye Chelny, Russia 12-2011
No Degree - Journalism
San Francisco State University
San Francisco, CA01-2006
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Operations management
- Conflict management
- Event coordination
- Training and coaching
- Microsoft Office
- Opera PMS
- Inventory control
- Guest relations
- Property management systems
- Emergency preparedness
- Hiring and training
- Problem resolution
- Budget management
- Business analysis and reporting
- Reservation management
- Exceptional communication
Languages
Russian
Native or Bilingual
English
Full Professional
Timeline
Senior Front Office Manager
IHG, InterContinental New York Barclay
02.2019 - 08.2019
Guest Relations Manager/Club InterContinental Manager
IHG, InterContinental Buckhead, Atlanta
02.2018 - 02.2019
Assistant Director Housekeeping/Laundry Manager
IHG, InterContinental Mark Hopkins San Francisco
09.2017 - 02.2018
Kitchen Associate
Kalani Honua Inc.
05.2017 - 07.2017
Front Desk Manager
IHG, InterContinental Mark Hopkins San Francisco
10.2016 - 08.2017
Night Manager
IHG, InterContinental Mark Hopkins San Francisco
01.2016 - 10.2016
Housekeeping Manager
InterContinental Mark Hopkins, San Francisco CA
10.2015 - 12.2015
Manager on Duty (Task Force)
InterContinental Mark Hopkins, San Francisco CA
07.2014 - 10.2014
Assistant Manager, Housekeeping
InterContinental Mark Hopkins, San Francisco CA
04.2014 - 10.2015
Training Manager
Holiday Inn Moscow Simonvsky, Moscow, Russia
08.2013 - 04.2014
Assistant Manager, Front Office
Holiday Inn Moscow Simonvsky, Moscow, Russia
01.2013 - 08.2013
Deputy Front Desk Lead
IHG Secondment (LOCOG London 2012 Olympics - Athletes Village)
06.2012 - 09.2012
Front Desk Supervisor
Holiday Inn Moscow Simonvsky, Moscow, Russia
06.2011 - 12.2012
Guest Service Agent
Holiday Inn Moscow Simonvsky, Moscow, Russia
07.2010 - 06.2011
Bachelor of Science - Economics And International Relations
Kazan Federal University
No Degree - Journalism
San Francisco State University
Similar Profiles
HERMAN HERRERAHERMAN HERRERA
Bartender at InterContinental New York BarclayBartender at InterContinental New York Barclay
Malahat AliyevaMalahat Aliyeva
Human Resources Specialist at Intercontinental New York BarclayHuman Resources Specialist at Intercontinental New York Barclay
Jaya K CJaya K C
Guest Experience Executive Team Leader at Intercontinental Sydney (IHG Hotels and Intercontinental Group)Guest Experience Executive Team Leader at Intercontinental Sydney (IHG Hotels and Intercontinental Group)