Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Sofiya Ogorodnychuk

Great Falls,MT

Summary

Flexible and hardworking Guest Services professional with strong leadership, planning and problem-solving abilities. Optimizes processes and procedures to maximize customer satisfaction and improve resolution efficiency.

Overview

6
6
years of professional experience

Work History

Guest Experience Team Lead

Vacation Home Collections (VHC)
05.2022 - 08.2023
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Monitored guest feedback, using to improve service and departmental operations.
  • Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
  • Conducted regular training sessions for staff to keep up to date with customer service practices.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

Nanny

Private
05.2021 - 06.2022
  • Assisted with light housekeeping duties as well as running errands.
  • Organized and cleaned home after activities by picking up toys and straightening up play room.
  • Built positive and nurturing environments to support child social and emotional growth.
  • Supported children in play activities, meals, and snacks, hygiene and socialization.

Hotel Night Auditor

Madison Beach Hotel
06.2021 - 12.2021
  • Performed nightly updates to room charges and rates.
  • Set up and entered financial data into spreadsheets using Microsoft Excel.
  • Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
  • Completed night audit for guest ledgers to close bank and reconciling issues quickly, and marking discrepancies.

Front Desk Specialist

Vacasa Vacation Rentals
08.2020 - 12.2020
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Acquired in-depth knowledge of surrounding area to offer guests information about dining options, entertainment, and shopping activities.
  • Collected and distributed messages to team members and managers to support open communication and high customer service.
  • Handled assignments independently with good judgement and critical thinking skills.

Front Desk Agent

Eden House
03.2020 - 08.2020
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Collected room deposits, fees, and payments.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Used internal software to process reservations, check-ins, check-outs and nightly audit
  • Maintained clean and organized front desk areas to uphold polished company image.

Hostess

Yellowfin Bar And Grill
11.2018 - 03.2020
  • Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
  • Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
  • Accommodated special seating requests for guests to enhance satisfaction.
  • Relayed guest comments or suggestions to manager on duty for further action.

Hostess

Tavern N Town
11.2017 - 11.2018
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Answered customer questions about hours, seating, and menu information.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.

Education

Bachelor of Arts - Psychology

Southern Connecticut State University
New Haven, CT

Associate of Arts - Psychology

Gateway Community College
New Haven, CT
05.2023

High School Diploma -

Key West High School
Key West, FL
03.2020

Skills

  • Solution Coordination
  • Superior Organizational Skills
  • Front Desk Operations
  • Creative Solutions
  • Data Collection
  • Staff Meetings
  • Team Supervision
  • New Hire Training
  • Guest Relations Management
  • Guest Satisfaction
  • Compute Bills
  • Computer Technology

Accomplishments

  • Achieved the "Spirit to Serve" Award from Marriott International for outstanding achievements and exemplary commitment to quality service and customer satisfaction.
  • Inducted Member of Phi Theta Kappa Honor Society for Academic Excellence

Languages

Ukrainian
Native or Bilingual
Russian
Native or Bilingual
English
Native or Bilingual

Timeline

Guest Experience Team Lead

Vacation Home Collections (VHC)
05.2022 - 08.2023

Hotel Night Auditor

Madison Beach Hotel
06.2021 - 12.2021

Nanny

Private
05.2021 - 06.2022

Front Desk Specialist

Vacasa Vacation Rentals
08.2020 - 12.2020

Front Desk Agent

Eden House
03.2020 - 08.2020

Hostess

Yellowfin Bar And Grill
11.2018 - 03.2020

Hostess

Tavern N Town
11.2017 - 11.2018

Bachelor of Arts - Psychology

Southern Connecticut State University

Associate of Arts - Psychology

Gateway Community College

High School Diploma -

Key West High School

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Sofiya Ogorodnychuk