Anna Shirshova
Phoenix,AZ
Summary
Strong leader and analytical problem-solver with talents for team building, leading and motivating dedicated to streamlining operations to decrease costs and promote organizational efficiency. Ambitious and highly motivated leader surpasses demanding objectives and achieves or exceeds set goals.
Overview
9
9
years of professional experience
Work History
Assistant Director of Rooms
Royal Palms Resort & Spa
2022.03 - Current
- Forecasting and budgeting of revenues and expenses for all departments in Rooms Division.
- Assisting in developing and implementing plans and goals for department and resort.
- Lead Department Heads within Rooms Division.
- Ensure thorough communications and follow-up on any concerns, guest or employee request or special requirements, and hotel initiatives.
- Training and mentoring new employees on industry practices and business operations.
- Review and monitor schedules of staff in all departments in Rooms Division
- Respond to wide variety of guest requests by accurately assessing guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Hyatt Hotels policies and goals.
- Prioritize tasks and allocate resources appropriately to keep teams focused and productive.
- Resolve customer complaints from all areas of hotel, handling all guest interactions with highest level of hospitality and professionalism, accommodating special requests whenever possible.
- Assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, and directions.
- Take action in all matters related to safety, security, satisfaction and well-being of hotel guests and employees.
- Support capital project planning and contributed to feasibility studies.
Executive Housekeeper
Grand Hyatt Baha
2020.03 - 2022.03
- Lead Housekeeping Department by developing, implementing, and keeping up-to-date policies, procedures and standards, setting departmental objectives in line with hotel business objectives.
- Set and maintained high standards of cleanliness.
- Managed 400 employees and handled any related issues. Developed employee engagement with on-the-spot recognition programs.
- Established detailed cleaning and preventive maintenance programs to ensure appearance and life of FFE.
- Resolved customer complaints, handling all guest interactions with highest level of hospitality and professionalism, accommodating special requests.
- Worked directly with outside contracted labor companies to assure quality and timeliness of work.
- Assured financial goals of department are being met.
- Monitored and controlled labor expense and other divisional expenses such as Linen, Guest Supplies, Cleaning Supplies and Contract Services
- Established and maintained accurate inventory records.
- Participated in Linen, Uniform and Supplies Inventories.
- Assured effective operation of outside contracted Laundry Company.
World of Hyatt Manager (Brand Loyalty Manager)
Grand Hyatt Baha Mar
2019.03 - 2020.03
- Researched Elite Tier Members upcoming reservations, collect notes and preferences and ensure rooms are blocked accordingly..
- Conducted guestroom inspections prior to Elite Tier Members’ arrival and liaise with housekeeping team.
- Created memorable experiences for Elite Tier Members during their stay.
- Resolved any concerns with Elite Tier Members, communicating special requests to fellow hotel departments..
- Conducted World of Hyatt Loyalty Program training with other Front Office and hotel associates.
- Promote World of Hyatt program to guests and meet Hyatt Corporate goal of enrolment of non-member guests.
Assistant Front Office Manager
Park Hyatt Aviara
2017.12 - 2018.10
- Ensures all Front Office associates are trained to follow 5-star 5-diamond standards with every interaction.
- Personally, and frequently verify that guests are receiving best possible service during check-in and check-out.
- Handle customer service concerns in courteous and efficient manner, following through to ensure guest satisfaction.
- Restore and improve upsell program with new pricing strategies and new associate rewards.
- Increase guest preference notes to improve guest experience while travelling within Hyatt Hotels & Resorts.
- Selected as Creating Connections trainer for delivering Forbes standards at resort.
- Detailing new Group Resumes and keeping track of billing and special arrival requirements.
Rooms Supervisor
Park Hyatt Aviara
2017.10 - 2017.12
- Mainly oversaw entire Spa operation with all attributes involved that led to opening and closing Spa facility as well as inventory, ordering and payroll processing.
- Assisted with onboarding of new spa associate and training.
- Ensure all employees are properly trained, knowledgeable to provide luxury customer service.
- Respond efficiently and accurately to guests' issues.
- Ensure establishment and execution of all departmental goals with focus to increase sales.
- Contact, promote and meet with group meeting planners to promote spa facility and programs for conference.
Head Butler/ Housekeeping Supervisor
Anantara Dhigu Maldives Resort and Spa
2015.03 - 2016.03
- Maintained daily average 10-15 personalized check ins and check outs for VIPs, executives and high- profile guests and assisted them 24/7 service.
- Organized and coordinated itinerary for every guest for their entire stay, including: personalized events, trips and private dinners.
- Operated Opera & Micros systems to ensure effective check in/out, billing, and restaurant management services.
- Trained other villa hosts and butlers for Opera system, SOPs, reporting hierarchy and hotels facilities.
- Coordinated shift, assigning team members to shift tasks, ensuring efficiency, team development and assigned rooms for new arrivals.
- Performed as supervisor of housekeeping to make sure all arrangements and facilities placed in room according to their needs.
- Cover guest service center and guest relation officer shifts, being knowledgeable about hotel’s products and services, including prices.
Guest Relations Officer Trainee / Butler
Naladhu Resort
2014.08 - 2015.02
- Explored butler system in luxury resort with 20 private houses.
- Completed cross training in housekeeping, F&B, room dinning, water sport center and central reservation.
- Trained butlers for Opera system.
- Gathered information about all butlers’ upsells to investigate revenue.
- Implemented monthly targets for butlers.
- Provided a la carte service in restaurant (60 seats).
- Assisted butlers with Russian speaking guests.
Education
Hospitality Management BA -
Kendall College
Chicago, IL09.2018
Certificate in International Hotel Administration -
Les Roches Jin Jiang Hotel Management College
Shanghai, China06.2013
Skills
- TECHNICAL SKILLS
- Opera / Colleague Advantage
- Micros / POS
- Reserve PMS
- HotSOS
- Kronos / Infor
- Evention
- Birchstreet
- Oracle Financials
- Open Table
Languages
English
Native or Bilingual
Russian
Native or Bilingual
Timeline
Assistant Director of Rooms
Royal Palms Resort & Spa
2022.03 - Current
Executive Housekeeper
Grand Hyatt Baha
2020.03 - 2022.03
World of Hyatt Manager (Brand Loyalty Manager)
Grand Hyatt Baha Mar
2019.03 - 2020.03
Assistant Front Office Manager
Park Hyatt Aviara
2017.12 - 2018.10
Rooms Supervisor
Park Hyatt Aviara
2017.10 - 2017.12
Head Butler/ Housekeeping Supervisor
Anantara Dhigu Maldives Resort and Spa
2015.03 - 2016.03
Guest Relations Officer Trainee / Butler
Naladhu Resort
2014.08 - 2015.02
Hospitality Management BA -
Kendall College
Certificate in International Hotel Administration -
Les Roches Jin Jiang Hotel Management College
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