Elina Grant
Tomball,TX
Summary
Dynamic and highly skilled hospitality professional with a master’s degree in hospitality management, blending extensive experience in food and beverage management, front desk operations, and non-profit management. Proven track record of driving operational excellence, delivering exceptional guest experiences, and achieving organizational goals. Strategic thinker with strong leadership, communication, and problem-solving abilities. Thrives in diverse and challenging environments, adept at collaborating cross-functionally to achieve success. Passionate about making a positive impact and dedicated to exceeding expectations in every role.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Food and Beverage Manager
Hyatt Regency Conroe
05.2023 - Current
- Oversaw daily operations of Food and Beverage department, ensuring efficient service delivery and adherence to quality standards
- Mentored and coached over 20+ employees, providing guidance in day-to-day operations and complex problem-solving scenarios while fostering motivation and team cohesion.
- Collaborated with Food and Beverage Manager to develop and implement strategies to increase revenue and profitability
- Managed inventory levels, ordering, and stocking supplies to maintain optimal levels while minimizing waste and cost
- Hired, trained, supervised, and motivated staff, fostering positive work environment and ensuring high levels of employee engagement
- Coordinated special events and private dining experiences
- Led daily meetings, conducted interviews, and completed performance evaluations, fostering high-performance culture and ensuring team alignment with organizational goals
- Enforced health and safety regulations and procedures to maintain clean, safe, and hygienic environment for guests and staff
- Collaborated with culinary team to develop and update menus, ensuring diverse selection of high-quality offerings that meet guest preferences and dietary needs
- Professionally and timely handled guest inquiries, complaints, and feedback, striving to resolve issues to guest's satisfaction and maintain positive relationships
Front Office Supervisor
The Westin
12.2019 - 09.2021
- Collaborated with revenue manager to optimize room inventory, achieving weekly and monthly revenue targets through strategic balancing and control measures
- Successfully launched incentive training programs, which improved monthly goals by 85% by promoting room upgrades and upselling additional services
- Implemented effective scheduling practices for front desk employees based on weekly forecasts and staff availability, ensuring efficient operations and optimal guest service levels
- Elevated customer satisfaction rates by over 90% through effective grievance resolution strategies that reflected hotel's service standards and procedures
- Promoted Marriott's loyalty program, leading to 80% increase in team enrollment rates and fostering guest loyalty and retention
- Assisted Sales Department in managing room inventory availability for large groups and room blocks, facilitating seamless coordination and maximizing revenue opportunities
- Developed, documented, and updated company policies to guide front office personnel in delivering service excellence and adhering to industry best practices
Front Office Agent
Hyatt Centric
07.2018 - 12.2019
- Processed check-ins/check-outs for over 100 guests daily, managing 2 phones with 5 lines simultaneously to ensure efficient communication and guest assistance
- Operated multiple reservation systems and databases concurrently while maintaining accuracy of logged information, demonstrating strong multitasking and organizational skills
- Reviewed, input, and analyzed reports daily for special requests, events, and meetings, ensuring seamless coordination and execution of guest services
- Achieved customer satisfaction rating of over 90% based on check-in/check-out, communication, and guest interactions, contributing to positive guest experiences and loyalty
- Recognized as Best Employee of 2019 for achieving 85% upsell growth, surpassing yearly goals, and driving revenue
- Processed various credit card and cash payments, issued refunds, handled money disputes, released pending authorizations, and balanced open folios accurately and efficiently
- Liaised with housekeeping and maintenance staff to promptly address requests and complaints, ensuring guest satisfaction and effectively resolving issues.
Front Desk Lead
Quality Inn
07.2017 - 01.2018
- Performed wide-ranging administrative, financial, and service-related functions, ensuring efficient operations and exceptional guest experiences
- Answered and managed incoming and outgoing calls, accurately recording messages for distribution to hotel staff, maintaining clear communication channels, and facilitating timely responses
- Overlooked quality control and cleanliness in lobby, reception area, and 50+ guest rooms, maintaining high standards of cleanliness and presentation to enhance guest satisfaction
- Oversaw preparing and distributing breakfast food and drink items, supporting other areas of hotel operations departments to ensure smooth and efficient service delivery
- Controlled and updated inventory for weekly produce and stationary deliveries from contractor companies for outlet operations, optimizing inventory levels and minimizing waste
- Assigned and supervised team of 10+ maintenance workers and housekeepers, delegating tasks based on reported inquiries and workload, ensuring timely task completion, and maintaining property standards.
Manager of Sport, Youth and Cultural Affairs
Resource Center Charitable NGO
11.2010 - 11.2016
- Managed Director's calendar and personal travel and performed various administrative duties, ensuring smooth operations and effective support
- Attended professional educational and developmental meetings to support accreditation, grant writing, and budget planning, contributing to organizational success and sustainability
- Planned and coordinated over 50 events, meetings, banquets, and seminars, handling venue rentals, contractor hiring, catering, and transportation services to ensure successful execution
- Managed project budget of over $15,000, developing budgets, arranging purchases of new office and project equipment, creating monthly expense reports, processing payroll, and managing miscellaneous compensations
- Monitored expenditures to remain within budgets and improve forecasting accuracy, optimizing resource allocation and financial planning
- Supervised and cross-managed over 30+ employees from different departments, providing leadership, guidance, and support to achieve organizational goals
- Managed office expenses, including leases, utility bills, and office supply allowances, ensuring efficient resource use and cost-effectiveness
- Took initiative to build partnerships with Employment Agency of Armenia and Ministry of Labor and Social Affairs to develop multiple sustainable projects, promoting community development and social impact
- Appointed to work with U.S Peace Corps agency in Armenia, writing projects and grants to help develop community and facilitate collaboration and mutual support
Night Shift Lead
National Hotel
02.2016 - 06.2016
- Assisted over 200 guests with complaints, questions, and concerns, demonstrating strong communication and interpersonal skills in addressing guest needs
- Utilized problem-solving and issue-resolution skills to promptly and successfully address guests' concerns, ensuring high guest satisfaction and retention
- Handled VIP guests and celebrities with professionalism and confidentiality, providing authentic and individualized service to meet their unique needs and preferences
- Set priorities and problem-solved workflow issues to maintain rapport with guests and managers, ensuring smooth operations and efficient guest service delivery
- Prepared rental lounge spaces, logged and updated new rentals, referring information to Sales Department to maximize revenue opportunities
- Established first point of contact with over 40 regular and foreign guests based on trilingual skills and multicultural knowledge, fostering positive guest relationships and loyalty.
Education
Bachelor of Arts - Hospitality, Service & Tourism
Russian - Armenian (Slavonic) State University
Yerevan, Armenia06.2015
Master of Arts - Hospitality, Service & Tourism
Russian - Armenian (Slavonic) State University
Yerevan, Armenia06.2015
Skills
- Leadership and team building
- Operations management
- Guest experience enhancement
- Marketing and Branding
- Microsoft Office and Various Hotel Software
- Cultural competence
- Customer Service
- Organizational
- Multi-tasking
- Verbal and Written Communication
- Critical thinking
- Attention to details
Certification
TABC and Food Manager's Certification
Languages
English
Full Professional
Russian
Native or Bilingual
Armenian
Native or Bilingual
Timeline
Assistant Food and Beverage Manager
Hyatt Regency Conroe
05.2023 - Current
Front Office Supervisor
The Westin
12.2019 - 09.2021
Front Office Agent
Hyatt Centric
07.2018 - 12.2019
Front Desk Lead
Quality Inn
07.2017 - 01.2018
Night Shift Lead
National Hotel
02.2016 - 06.2016
Manager of Sport, Youth and Cultural Affairs
Resource Center Charitable NGO
11.2010 - 11.2016
Bachelor of Arts - Hospitality, Service & Tourism
Russian - Armenian (Slavonic) State University
Master of Arts - Hospitality, Service & Tourism
Russian - Armenian (Slavonic) State University
TABC and Food Manager's Certification
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