Volha Nikulina
San Diego,CA
Summary
Customer-focused professional with leadership experience managing high-value client relationships in fast-paced service environments. Proven ability to drive revenue growth through upselling, relationship building, and strategic problem solving. Experienced in onboarding, training, and supporting teams and customers to maximize engagement and long-term satisfaction. Known for strong communication skills, data-driven decision making, and the ability to identify opportunities that increase customer value and retention.
Overview
10
10
years of professional experience
Work History
Current Status
Maternity Leave
San Diego
09.2025 - Current
Guest Experience Manager
The Seabird Ocean Resort and Spa, Hyatt Collection
12.2023 - 09.2025
- Oversaw front office operations for a 226-room oceanfront resort with a team of 15, implementing strategic training and process enhancements that boosted guest satisfaction scores by 11% year over year.
- Streamlined operational processes by optimizing the arrival experience, resulting in operational efficiencies and monthly cost savings exceeding $5K.
- Delivered top departmental results in the employee quarterly engagement survey in 3 years of hotel history, setting a new benchmark for the property leading to the retention of staff.
- Oversaw labor planning, productivity targets, payroll, and staffing, was responsible for hiring, interviewing, and on-boarding team members.
- Trained and coached front office team members through personalized development plans and performance feedback, ensuring consistent delivery of luxury service standards.
- Collaborated cross-departmentally to streamline operations and enhance the overall guest experience.
Assistant Operations Manager
Manchester Grand Hyatt San Diego
San Diego
07.2021 - 12.2023
- Oversaw daily front of house operation for one of the largest Hyatt properties in the U.S., ensuring seamless guest experience across 1600+ rooms.
- Managed the Front Office department of 30 team members, overseeing daily operations, guest satisfaction, and performance metrics.
- Was part of the management team that launched an upsell incentive program, generating $1M+ in annual revenue and ranking #2 company-wide.
- Managed sold out nights by strategically balancing room inventory and forecasting availability, optimizing occupancy and maximizing revenue opportunities.
Assistant Manager - Grand Club Lounge
Grand Hyatt Doha, Qatar
Doha, Qatar
11.2015 - 07.2021
- Oversaw operation and administrative functions of the Executive Grand Club Lounge, ensuring exceptional guest service and brand consistency.
- Managed departmental budget and implemented cost control measures, successfully reducing operational expenses by 10% year-over-year without compromising service quality.
- Operated high quality Food and Beverage service, and maintained inventory stock levels.
- Co-ordinated the complete refurbishment of the lounge facilities and menus, enhancing the guest experience and overall presentation standards.
Education
Bachelor of Science -
UC San Diego Division of Extended Studies
San DiegoHuman Resource Management Certificate -
UC San Diego Division of Extended Studies
San DiegoSkills
- Strong Problem Solving
- Career Development
- Multilingual Communication
- Legal Guidelines & HR Procedures
- Strategic Budget & Labor Management
- Active Listening
- Performance Management and Compliance
- UKG Payroll Services & Taleo
- Flexible
- Client Relationship Management
- Crisis & Emergency Response Leadership
- Innovative
- Opera PMS, Microsoft Office, Teams, Zoom
Languages
English
Native or Bilingual
Russian
Native or Bilingual
German
Limited Working
Timeline
Current Status
Maternity Leave
09.2025 - Current
Guest Experience Manager
The Seabird Ocean Resort and Spa, Hyatt Collection
12.2023 - 09.2025
Assistant Operations Manager
Manchester Grand Hyatt San Diego
07.2021 - 12.2023
Assistant Manager - Grand Club Lounge
Grand Hyatt Doha, Qatar
11.2015 - 07.2021
Bachelor of Science -
UC San Diego Division of Extended Studies
Human Resource Management Certificate -
UC San Diego Division of Extended Studies