Ulyana Valkov
Peachtree Corners,GA
Summary
Results-driven hotel management professional with over 20 years of experience across all hotel departments. Expertise in operations, sales, and guest satisfaction, with a proven ability to lead teams, optimize operations, and enhance efficiency using PMS applications. Holding a Bachelor's in Agricultural Economics and various certifications, I combine financial analysis, strategic decision-making, and a passion for continuous learning to drive profitability through budgeting and revenue strategies. Fluent in four languages, I excel in multicultural environments and communicate effectively with both guests and staff. Focused on service excellence, team development, and adherence to safety and compliance standards, I am dedicated to driving hotel growth and success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sales Manager
SpringHill Suites Atlanta NW
12.2024 - Current
- Solicit, negotiate, and generate contracted revenue from volume prospects, aligning with hotel business objectives.
- Recommend corporate rate proposals using revenue management techniques.
- Prepare and present Requests for Proposals, ensuring value for both client and hotel.
- Prospect for new business through calls, sales visits, community events, and partnerships.
- Develop and modify sales action plans to drive revenue growth.
- Maintain an accurate and up-to-date contact management system.
- Negotiate and close contracts to meet hotel objectives, ensuring desired arrival and volume patterns.
- Communicate client requirements to hotel staff, ensuring smooth coordination.
- Participate in trade shows and sales blitzes to target key markets.
- Conduct competitive analysis to maintain a competitive edge.
- Build and maintain strong relationships with local organizations and businesses.
Freelancer
Valkov LLC
12.2016 - Current
- Identified client needs and provided tailored digital business solutions for small businesses.
- Developed marketing content and photography to enhance real estate listings.
- Obtained Real Estate Certification in 2023 and started directly assisting clients in finding their dream homes.
- Supported clients with financial guidance and inspection processes.
Sales Coordinator/ Admin
SpringHill Suites Atlanta NW
02.2024 - 12.2024
- Assisted in securing contracted revenue from corporate clients.
- Supported management efforts by preparing rate proposals and agreements.
- Prepared and presented RFPs to ensure value for both clients and the hotel.
- Conducted prospecting through calls, events, and partnerships.
- Assisted in sales action plans.
- Maintained accurate client records and systems.
- Supported contract negotiations aligned with business goals.
- Facilitated clear communication between clients and hotel staff.
- Conducted competitor analysis to support strategic planning.
- Built positive relationships with local organizations.
Guest Services Manager
Hotel Clermont
11.2019 - 02.2022
- Managed front desk operations, ensuring high standards and exceptional guest experiences.
- Trained, mentored, and coached staff, improving service quality and team performance.
- Developed training programs on customer service, conflict resolution, and standards of operations.
- Partnered with housekeeping, maintenance, and F&B teams for seamless property operations.
- Monitored guest feedback and implemented strategies to improve satisfaction scores.
- Resolved escalated guest concerns to maintain loyalty and positive reviews.
- Managed schedules, inventory, and records to support efficient operations.
- Assisted with financial reporting, expense tracking, and cost control initiatives.
- Maintaining a safe environment for guests and staff.
- Contributed to the hotel maintaining its #1 position on TripAdvisor, consistently achieving over 95% occupancy.
- Played a key role in the hotel's rapid recovery during COVID, maintaining guest satisfaction, loyalty, and service quality throughout the challenging period.
Guest Service Representative
Crowne Plaza Perimeter at Ravinia Hotel
08.2019 - 11.2019
- Greeted and assisted guests during check-in/check-out, ensuring a smooth and welcoming experience.
- Responded to guest inquiries and resolved concerns promptly, maintaining high satisfaction levels.
- Managed guest profiles, ensuring personalized service and attention to special requests.
- Collaborated with hotel departments to ensure seamless service delivery.
- Supported daily front desk operations, ensuring smooth guest services and operational efficiency.
Front Office Agent - Internship
Crowne Plaza Hotel Perimeter at Ravinia
11.2015 - 11.2016
- Assisted with guest check-ins/check-outs, providing a professional and welcoming service.
- Managed phone calls, reservations, and guest inquiries with attention to detail.
- Supported front desk operations, ensuring efficient and smooth guest experiences.
- Worked alongside team members to maintain guest satisfaction and resolve any concerns.
- Gained hands-on experience in hotel operations and customer service.
Assistant Front Office Manager
Hotel Downtown
06.2014 - 11.2015
- Supervised and coordinated front office operations, ensuring smooth check-in/check-out procedures and high-quality guest service.
- Managed and trained front desk staff, fostering a team environment and improving service delivery.
- Monitored guest feedback, resolving concerns and ensuring satisfaction to drive loyalty.
- Implemented operational procedures and ensured adherence to hotel policies and standards.
- Assisted with scheduling and payroll management, aligning staffing levels with occupancy forecasts to optimize efficiency.
- Collaborated with housekeeping and maintenance departments to ensure room readiness and guest satisfaction.
- Supported the management team with daily financial reporting and tracking of hotel expenses.
- Addressed guest complaints or issues in a timely and professional manner, escalating when necessary.
Sales Executive Corporate Clients
Asset Management Bulgaria
09.2013 - 05.2014
- Developed and maintained relationships with corporate clients, identifying their needs and offering tailored solutions.
- Prospected new business opportunities through calls, meetings, and networking events to expand the client base.
- Negotiated contracts and pricing, ensuring mutually beneficial agreements and long-term partnerships.
- Worked closely with the sales team to achieve and exceed revenue targets and business goals.
- Provided ongoing support to clients, addressing inquiries, resolving issues, and ensuring satisfaction with services.
- Analyzed market trends and competitor offerings to create effective strategies for client acquisition and retention.
- Managed client portfolios, ensuring high levels of service and satisfaction throughout the partnership.
Front Desk Representative
Hotel Downtown
11.2011 - 09.2013
- Provided exceptional customer service in a boutique hotel setting, ensuring smooth check-in and check-out processes.
- Managed reservations, handled guest inquiries, and addressed concerns promptly to maintain high satisfaction levels.
- Coordinated with hotel departments to meet guest needs and ensured seamless service delivery.
- Maintained accurate guest records and ensured a welcoming and efficient front desk environment.
Education
BS - Economics
Agricultural University
Plovdiv, Bulgaria01.2010
Skills
- Operations & Leadership: Proven ability to oversee hotel operations, coordinate departments, and lead teams to improve service quality and drive success
- Guest Satisfaction & Service Excellence: Committed to delivering exceptional guest experiences and maintaining satisfaction to ensure loyalty
- Sales & Revenue Management: Skilled in driving revenue growth, optimizing occupancy, and developing pricing strategies to boost profitability
- Operational Efficiency: Experienced in optimizing workflows and managing PMS systems to ensure smooth operations and guest data management
- Problem Solving & Conflict Resolution: Adept at addressing and resolving conflicts promptly, ensuring positive outcomes
- Team Development & Communication: Strong communicator with a focus on empowering staff, fostering collaboration, and improving team performance
- Compliance & Adaptability: Ensures adherence to industry standards while adjusting to changes and feedback with confidence
- Technical Proficiency: Proficient in PMS applications and hotel management software for efficient operations
Accomplishments
Building Strong Client Relationships:
I have successfully cultivated and maintained strong relationships with key clients, ensuring repeat business and fostering long-term partnerships. By focusing on personalized service, clear communication, and proactive follow-up, I’ve consistently achieved high levels of client satisfaction and loyalty.
Successful in Revenue Growth:
I have consistently driven revenue growth by identifying new sales opportunities and increasing occupancy rates. My ability to understand client needs and tailor hotel offerings accordingly has been instrumental in expanding the hotel’s revenue streams and improving overall profitability.
Empowering the Front Desk Team:
In my role, I have worked indirectly to empower the Front Desk team by encouraging them to gather knowledge about groups, services, and sales agreements. By providing the FD team with the right information and fostering a culture of knowledge-sharing, I helped them deliver high-quality, consistent service. This not only enhanced guest satisfaction but also equipped the FD team to more effectively navigate the group segment and contribute to sales.
Ready, Set, Sell Certification:
I hold the "Ready, Set, Sell" certification, which has honed my ability to train and develop teams in revenue-generating strategies. This certification has equipped me with advanced sales techniques, allowing me to improve individual and team performance, ultimately driving revenue growth for the hotel.
Certification
Ready, Set, Sell Certification
Real Estate Certification
Digital Marketing
E-Commerce
Languages
Bulgarian
Native or Bilingual
English
Full Professional
Russian
Full Professional
Greek
Limited Working
Timeline
Sales Manager
SpringHill Suites Atlanta NW
12.2024 - Current
Sales Coordinator/ Admin
SpringHill Suites Atlanta NW
02.2024 - 12.2024
Guest Services Manager
Hotel Clermont
11.2019 - 02.2022
Guest Service Representative
Crowne Plaza Perimeter at Ravinia Hotel
08.2019 - 11.2019
Freelancer
Valkov LLC
12.2016 - Current
Front Office Agent - Internship
Crowne Plaza Hotel Perimeter at Ravinia
11.2015 - 11.2016
Assistant Front Office Manager
Hotel Downtown
06.2014 - 11.2015
Sales Executive Corporate Clients
Asset Management Bulgaria
09.2013 - 05.2014
Front Desk Representative
Hotel Downtown
11.2011 - 09.2013
BS - Economics
Agricultural University
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