Anastasia Chuzhykova

• Served as main point of contact for clients, addressing any inquiries or concerns they may have.
• Collaborated with marketing team to ensure client needs are met
• Provided regular updates and reports to clients on account performance and progress towards goals
• Identified opportunities for upselling or cross-selling additional products or services to clients
• Resolved any issues that arise with clients in a timely and effective manner
• Maintained accurate records of client interactions and transactions in CRM system.

Daily followed-up with courtesy calls to all guests of busy 474-room hotel

• Checked for any shortages to ensure customer satisfaction and took corrective actions when required
• Handled guest complaints and offered complimentary services if needed to maintain high guest satisfaction rates
• Orchestrated storage and delivery of luggage items for guests upon request
• Assisted VIP guests, individuals, and groups with check-ins & check-outs
• Handled reservations in OPERA PMS and via third-party agencies
• Coordinated group arrangements with group leaders and relevant departments
• Prepared customer invoices, accepted payments, and processed refunds and cancellation requests
• Maintained concierge services to provide guests with assistance and convenient information about local attractions
• Ensured loyalty program benefits are provided to members
• Reviewed future arrivals to look for VIPs, and special requests ensuring guests receive best service
• Trained new employees, demonstrating best methods for serving guests
• Effectively coped with high-volume workload during 2018 FIFA World Cup in Russia

• Provided quality service to guests by responding to their requests promptly, efficiently, and courteously during check-in, check-out & throughout their stay
• Maintained control of guest and hotel accounts ensuring that all charges were accurate and posted on timely basis
• Maintained strict security procedures with credit and cash transactions, accounting procedures, issue of room keys & guest confidentiality/privacy
• Handled approximately 20 reservations over phone and through email per day, recording guest information in computer system and verifying details
• Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills
• Logged guest interactions via email, phone, and in person on computer system
• Collaborated with team members, sales and housekeeping departments to facilitate smooth hotel operations
• Followed End of Day procedures & systematization of daily reports

• Assisted with development of event strategies and tactical plans to promote accomplishment of marketing goals.
• Prepared marketing presentation materials to engage clients
• Identified appropriate marketing channels and target customers for campaigns
• Contributed to mock-ups, email campaigns, and social media content
• Wrote copy for social media posts, promotional emails, and other marketing collateral
• Created and distributed surveys for data collection and analysis Conducted primary and secondary research to better understand customer needs and behaviors
• Performed office administrative duties to enhance team cohesiveness