Elena Kozitsina

• Assist guests via phone and email by providing information on availability, pricing, packages and promotions.
• Book and confirm room reservations, dining reservations and spa appointments.
• Apply up-selling techniques to meet and exceed company's revenue goals.
• Communicate and work successfully with diverse group of coworkers to provide company's standard of an exceptional service and address any issues related to our product or service.

• Manage entertainment, catering and cleaning services.
• Provide personal assistance by coordinating any projects, organizing, pet care, shopping, etc.
• Take care of general errands as requested by guests.

• Supervised front desk operations to ensure that all guests received superior customer service from hotel staff.
• Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
• Worked with room service, housekeeping, maintenance and security to meet all guest needs.
• Generated reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
• Mentored new staff on correct procedures, compliance requirements and performance strategies.

• Warmly greeted guests, issued room keys and provide information regarding policies and amenities.
• Maintained smooth operations by coordinating efficient guest check-ins and check-outs.
• Posted charges, updated accounts and issued bills to departing guests.
• Managed customer complaints and rectified issues to complete satisfaction.
• Coordinated with internal departments to handle wide range of guest needs.

* Top mentions in Unifocus - Workforce Performance Optimization in Hospitality.

* Was awarded "Employee of the month" for largest sales