Irina Smith
Norwood,NY
Summary
Customer service manager with 4+ years of experience in hospitality and retail operations. Skilled in scheduling, staff training, billing reconciliation, and payment processing. Known for resolving guest concerns, coordinating front desk workflows, and maintaining accurate reservations and cash records to support efficient service.
Overview
3
3
Languages
9
9
years of professional experience
Work History
Customer Service Manager
Best Western University Inn
Canton, New York
10.2021 - 10.2025
- Managed front desk operations for hospitality guest services and daily arrivals.
- Managed guest check-in and check-out procedures, reservations, and payments.
- Coordinated guest check-ins, check-outs, and room key procedures.
- Supervised front office staff scheduling, training, and task assignments.
- Resolved guest concerns with professional communication and service recovery.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Reviewed reservations, billing details, and payment records for accuracy.
- Communicated with housekeeping and maintenance teams on room status updates.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
Head Hostess
Cactus Grill and Cantina
Potsdam, New York
10.2021 - 08.2022
- Supervised a team of hostesses, ensuring all duties were completed in a timely manner.
- Trained new hosts on greeting standards and seating procedures.
- Welcomed guests to the restaurant with a friendly demeanor. and managed waitlists at Cactus Grill and Cantina.
- Seated parties based on table availability and dining room flow.
- Communicated wait times and seating updates to guests and servers.
- Resolved guest concerns with calm, professional front-of-house service.
- Assisted with seating arrangements for large groups and special occasions.
- Responded to phone calls to assist with reservations and inquiries. to provide dining information and take reservations.
Store Manager
Biotec SRL
Chisinau, Moldova
09.2017 - 07.2020
- Managed daily store operations for Biotec SRL retail location.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Supervised staff scheduling and shift coverage.
- Trained employees on product knowledge and service standards.
- Handled customer issues and resolved store concerns.
- Monitored inventory levels and restocked merchandise.
- Coordinated vendor orders and delivery receiving.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Performed regular price checks to ensure competitive pricing.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
Licensed Nail Technician/Owner
Nailovna Studio
Potsdam
03.2026 - Current
- Consulted clients on nail care, shape, and service selection.
- Sanitized tools, stations, and equipment following studio hygiene standards.
- Maintained inventory of polishes, powders, files, and sanitation supplies.
- Prepared workstations for back-to-back Nailovna Studio appointments.
- Provided manicures and pedicures for Nailovna Studio clients.
Education
Bachelor of Science - World Economy And International Economic Relations
Academy of Economic Studies
Chisinau, Moldova06-2016
College Degree - Hospitality And Tourism Management
National College of Commerce
Chisinau,Moldova05-2012
Skills
- Front desk operations
- Reservation systems
- Payment processing
- Financial reporting
- Revenue management
- Guest relations
- Conflict resolution
- Staff scheduling
- Staff training
- Attention to detail
Languages
English
Professional
Russian
Native/ Bilingual
Romanian
Native/ Bilingual
Timeline
Licensed Nail Technician/Owner
Nailovna Studio
03.2026 - Current
Customer Service Manager
Best Western University Inn
10.2021 - 10.2025
Head Hostess
Cactus Grill and Cantina
10.2021 - 08.2022
Store Manager
Biotec SRL
09.2017 - 07.2020
Bachelor of Science - World Economy And International Economic Relations
Academy of Economic Studies
College Degree - Hospitality And Tourism Management
National College of Commerce