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Summary

Customer-centric, team-oriented hospitality professional. Educational background includes business operations and marketing. Focused on increasing team skills and effectiveness, maintaining customer loyalty and deepening relationships with guests to earn repeat business.

Skills
  • Luxury & up-scale customer service
  • Management of people in customer facing roles
  • Strong attention to detail 
  • English, Russian and  Spanish fluency
  • Technologies including: Microsoft Office, POS, Opera, HotSos, TripleSeat
Experience
The Connaught Hotel London, England IRD Coordinator 06/2018 to Current
  • Supported In Room Dining and Butler department to ensure an efficient and smooth daily operation.
  • Handled special takeaway requests; such as picnics, customized cake orders and personalized dinners for private jet travel.
  • Managed telephone calls, dispatched orders and communicated with the guests to ensure excellent guest satisfaction.
  • Communicated with outside guests to organize last minute food and beverage requests as well as gifts for the guests in house.
  • Maintained great knowledge of hotel information and food and beverage menus.
  • Ensured the timeliness and accuracy of the amenity set-up and delivery.
  • Regularly reviewed house counts, forecast and VIP list, prepared food and beverage highlights and maintained the confidentiality of the hotel and its guests.
  • Monitored and placed charges for the mini-bar department.
Butcher and Banker New York, NY New Restaurant Consultant & Bar Manager 10/2017 to 02/2018
  • Built and managed guest experience in the cocktail lounge and the bar.
  • Designed the bar menu, created the cocktail list and curated beer and wine selection.
  • Hired and trained new staff prior to and after the opening. 
  • Directed beverage cost and led events, including the restaurant opening, press events, large corporate events through the holiday season. 
  • Implemented health and safety procedures compliant with the NY Department of Health and Safety.
Harry's NYC New York, NY Manager 09/2016 to 10/2017
  • Primary Responsibilities: Guest satisfaction, operating policies and procedures, scheduling, events, inventory, hiring and training.
  • Worked closely with the chef and cooks to determine menu plans for the special events or occasions.
  • Monitored reservations to track incoming parties and special events.
  • Personally addressed and welcomed the guests to improve overall customer service and engagement.
  • Organized corporate events, including luncheons and dinners, conferences and special events.
  • Investigated and resolved customer complaints in an efficient and skilled manner to maintain loyalty.
  • Established good customer relations and excellent service to build and retain loyal customers.



Harry's NYC New York, NY Head Bartender 12/2015 to 09/2016
  • Created the list of signature brunch cocktails that increased bar revenue by 12%.
  • Worked with upper management to plan and implement special events to boost customer numbers and profits.
  • Delivered exceptional bar service for special events such as weddings, business conferences and others.
  • Handled complaints and disputes from customers to ensure customer satisfaction.
  • Interviewed, hired and trained new bartenders to educate on all aspects of job, including garnish preparation, sanitation, drink preparation and customer service.
Harry's NYC New York, NY Bartender 11/2012 to 12/2015
  • Supported servers by preparing specialty drinks for patrons in all areas of the restaurant.
  • Managed up to 200 customers per shift while simultaneously assisting number of restaurant servers.
  • Kept detailed inventories of bar supplies and kept work areas stocked to maintain workflow efficiently.
  • Balanced daily registers and generated sales reports to support financial and administrative objectives.
Education and Training
Bachelor of Business Administration: Marketing 2014 City University of New York (CUNY), New York, NY, United States
  • Completed coursework in Business Writing and Emotional Intelligence
  • Completed Advanced MS Excel course


Activities and Honors
Member of Women's Tennis Club at CUNY