Ensure and provide flawless, upscale, professional and high class guest service experiences Analyse customer feedback and provide strategic direction to continuously improve overall rating Respond to guests needs and anticipate their unstated ones Expect and react promptly to guests’ requirements and inquires Actively listen and resolve guests’ complaints Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc), assign special gifts basing on the category of guests Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery Promote all amenities, conveniences and programs offered Appraise team’s performance and produce reports (including expenses control reports)

in charge of the housekeeping team; Management of laundry (including counting); Audit / control rooms and common areas; Management/housekeeping of the common parts; Coordination with the other departments of the hotel (breakfast area, front desk/reception, etc)

Main projects and achievements - Responsible for project “corporate department restructuring” aimed at boosting sales and clients’ loyalty increase; - Implementation of motivation system for sales force; Settling core KPI’s, calculation of motivation schemes; - Managing of budgeting process of corporate sales department both HQ and regions; - Introduction of new (‘user-friendly’) budgeting model.

Budgeting and forecasting of retail stores in Russia, Ukraine and Kazakhstan Providing P&Ls and estimated Cash-flows for requested investments for retail stores; Preparing Requests for HQ office; Finance analysis of retail operations of the Company; Developing of the management reports in various dimensions: (Sales/expenses/profit/Regions/HQ/brands/stores; Detecting of problems and developing of solutions, post control procedures; Key Performance Indicators calculation and control;

Senior Business analyst Duties: Developing of the retail distribution strategy; Developing financial business models; Reporting to the top-management; Projects management (Agencies network development, motivation system for retail sales force); Budgeting process of the Company.

- Assuring the accuracy of the Client’s major business processes; - Audit for compliance with SOX requirements (testing of internal corporate controls); - Sound analysis of P&L accounts; - Inventory analysis, forecasting of sales and inventory turnover; - Revenue, other revenue and related costs analysis; - ST and LT investments review and analysis; - Building strong and efficient relationship with Client.