Dinsilam Aitugan
Dayton,OH
Summary
Driven and dedicated hospitality professional with nearly a decade of experience in the hotel industry. Having progressed from the role of a Bellboy, I have gained comprehensive knowledge of hotel operations and guest services. My passion for delivering exceptional guest experiences, combined with my ability to lead and motivate teams, has contributed to maintaining high service standards and maximizing customer satisfaction.
Overview
8
8
years of professional experience
Work History
Task Force Acting Front Office Manager
Residence Inn Marriott at Bellefield Hyde Park
07.2024 - Current
- Coached employees through day-to-day work and complex problems.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Implemented staff training programs, improving employee performance and team cohesion.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Task Force Front Office Supervisor
Le Meridien Marriott Hotel Perimeter Centre
05.2024 - 07.2024
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Created, prepared, and delivered reports to various departments.
- Coached employees through day-to-day work and complex problems.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
Front Office Internship
AC Hotel by Marriott Dayton
01.2024 - 05.2024
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Handled sensitive guest information discreetly, maintaining confidentiality and trust at all times.
- Developed strong relationships with local businesses to provide personalized recommendations for dining or activities based on guest preferences.
- Collaborated with housekeeping staff to ensure rooms were ready for guests upon arrival.
Cost Controller
Park Inn by Radisson Astana
10.2023 - 01.2024
- Reviewed contracts financially impacting company and counseled executive leaders on impact contracts would have on company operations.
- Managed payroll data entry and processing for 150 employees to comply with predetermined company guidelines.
- Managed financial data with precision to ensure accurate reporting and informed decisionmaking.
- Enhanced communication between finance and operational teams, fostering a collaborative approach to cost control efforts.
- Monitored inventory levels, implementing controls to minimize stock discrepancies while maintaining adequate supplies for business operations.
Front Office Service Manager
Park Inn by Radisson Astana
04.2021 - 10.2023
- Facilitated successful office relocation projects, minimizing downtime while maintaining seamless operations throughout the transition period.
- Championed employee development opportunities by identifying skill gaps within the team and coordinating relevant training programs to address these needs.
- Managed daily operations, ensuring smooth functioning of all administrative tasks and responsibilities.
- Maintained accurate financial records by tracking budgets, approving invoices, and processing expense reports on time.
- Delivered exceptional customer service by addressing inquiries promptly, resolving issues efficiently, and providing a professional experience to clients visiting our offices.
- Supervise and train a team of 15 front desk staff, security guards and call center agents
- Ensure smooth and timely customer service and handle complaints and requests
- Monitor occupancy rates, room availability and office budget
- Coordinate with other departments and ensure compliance with hotel policies and security requirements
- Order and maintain office supplies and equipment.
Front Office Night Auditor
Radisson Astana
02.2019 - 04.2021
- Followed established auditing processes to meet internal and regulatory requirements.
- Streamlined audit processes, improving efficiency and reducing time spent on each audit engagement.
- Ensured the integrity of financial reporting by verifying the accuracy of accounting records and reconciliations.
- Planned and executed follow-up audits at appropriate intervals.
- Mentored junior auditors, sharing knowledge and best practices to foster their professional growth within the team.
Guest Service Agent
Radisson Astana
08.2018 - 02.2019
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Collected room deposits, fees, and payments.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
Guest Service Agent
Ramada Plaza Astana
03.2017 - 07.2018
- Greet and register guests upon arrival and departure
- Provide information and assistance to guests on various matters
- Process payments, invoices and reservations
- Maintain accurate records of guest profiles and preferences
- Promote hotel services and facilities.
Bellman
Ramada Plaza Astana
11.2016 - 03.2017
- Greeted arriving guests and assisted with luggage, sports equipment and pets.
- Engaged guests in conversation about their stay at the hotel, gathering feedback for management review and potential future improvements.
- Responded immediately to any guest requests or concerns and promptly resolved issues.
- Maintained hotel cleanliness standards, ensuring a welcoming atmosphere in all public areas and elevators.
- Enhanced guest satisfaction by promptly and professionally attending to luggage and transportation needs.
Education
Bachelor of Arts - Foreign Languages
L.N. Gumilyev Eurasian National University
Astana, KazakhstanSkills
- Customer Service
- Administrative Skills
- Hospitality services
- Teamwork and Collaboration
- Friendly, Positive Attitude
- Multitasking
Keyskillsandqualifications
Opera PMS, Fosse PMS, LightSpeed PMS, Oracle Hospitality Cloud, Reservation services websites, Micros, EMPOWER, Accounting
Languages
English
Full Professional
Russian
Native or Bilingual
Kazakh
Native or Bilingual
Mongolian
Native or Bilingual
Turkish
Elementary
Timeline
Task Force Acting Front Office Manager
Residence Inn Marriott at Bellefield Hyde Park
07.2024 - Current
Task Force Front Office Supervisor
Le Meridien Marriott Hotel Perimeter Centre
05.2024 - 07.2024
Front Office Internship
AC Hotel by Marriott Dayton
01.2024 - 05.2024
Cost Controller
Park Inn by Radisson Astana
10.2023 - 01.2024
Front Office Service Manager
Park Inn by Radisson Astana
04.2021 - 10.2023
Front Office Night Auditor
Radisson Astana
02.2019 - 04.2021
Guest Service Agent
Radisson Astana
08.2018 - 02.2019
Guest Service Agent
Ramada Plaza Astana
03.2017 - 07.2018
Bellman
Ramada Plaza Astana
11.2016 - 03.2017
Bachelor of Arts - Foreign Languages
L.N. Gumilyev Eurasian National University
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