Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Daria Vorsheva

Kenmore,Australia

Summary

Experienced Front Office professional offering superior hospitality service with friendly and decisive approach to resolving challenges. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

9
9
years of professional experience

Work History

Front Office Professional

Spicers Retreats
03.2023 - Current



  • Coordinated check-in/check-out/pre-registration procedures for arriving guests and groups
  • Created travel itineraries for the guests/ travel agents
  • Developed and managed relationships with key stakeholders, both internal and external (Helicopter companies, Travel agencies etc.)
  • Boosted office productivity by implementing effective organizational systems and maintaining accurate records.
  • Worked simultaneously with multiple PMS and CRM - Mews, Synxis, Seven Rooms, ReDiary, ChiDesk etc.
  • Organized special events and activities
  • Completed and audited the accurate input of reservations (both manual input and reservation checks of direct bookings)
  • Answered guest queries about property facilities/ services and accommodation in a timely and professional manner via phone, email and in person.
  • Increased room occupancy rates through effective upselling techniques and personalized service recommendations.
  • Collaborated with housekeeping and maintenance teams to optimize room availability and turnover times.
  • Maintained accurate records of special requests from guests, ensuring proper follow-up by relevant departments.
  • Assisted sales team in promoting hotel facilities for events such as conferences or weddings which resulted in increased bookings.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Handled billing information over phone.
  • Managed accommodation and restaurant reservations via email/phone/in person,

Front Office Generalist

The Westin
08.2022 - 02.2023
  • Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
  • Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
  • Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
  • Participated in regular training sessions to stay up-to-date with company policies and industry best practices, ensuring consistent adherence to established guidelines.
  • Handled various types of payments efficiently using Opera PMS
  • Coordinated check-in/pre-registration procedures for arriving groups (conferences, airlines etc.)
  • Enhanced team productivity by streamlining workflows and implementing time-saving processes.
  • Developed strong customer relationships through attentive listening and prompt resolution of concerns.
  • Enhanced customer satisfaction by providing timely and accurate information in response to inquiries.
  • Arranged transportation (e.g., taxi, shuttle bus) for guests/residents/visitors
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Maintained confidentiality of sensitive data to protect customer and business information.
  • Resolved customer problems and complaints.
  • Sorted, received, and distributed mail correspondence between departments and personnel.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.

Wildlife Hospital Ward Assistant

RSPCA
08.2020 - 02.2022
  • Maintained clean and safe living environments for animals by regularly cleaning enclosures and providing proper bedding materials.
  • Assisted with the capture and restraint of various animal species during medical examinations or treatment sessions as needed.
  • Documented animals' weight, size and condition in computer system for review by senior staff.
  • Provided daily nutrition to animals by preparing and distributing appropriate food portions according to species-specific needs.
  • Monitored animal behavior closely, identifying signs of stress or illness and reporting concerns to veterinary staff in a timely manner.
  • Assisted in the implementation of enrichment programs designed to encourage natural behaviors and enhance overall well-being for animals in captivity.

Zookeeper's Assistant

Currumbin Wildlife Sanctuary
03.2021 - 01.2022
  • Improved animal welfare by implementing enrichment programs and providing specialized diets for various species.
  • Maintained safe and clean exhibit areas for animals and visitors through regular upkeep and sanitation procedures..
  • Ensured compliance with all regulations governing the ethical treatment of animals under zoo care standards.
  • Provided exceptional customer service while addressing visitor concerns or answering questions related to zoo operations or specific animals on display.

Front Office Officer (Guest Relations/Concierge departments)

Ritz Carlton Hotel
01.2015 - 07.2015


  • Established a welcoming atmosphere at the front desk area through impeccable presentation and demeanor.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Collected and effectively handled guest’s preferences and personal/sensitive information to maximize customer satisfaction
  • Maintained detailed records of guest preferences, enabling tailored service offerings during future stays.
  • Developed strong rapport with guests, leading to increased loyalty and repeat business.
  • Assisted in training new team members, contributing to a consistently high-performing staff.
  • Organized special events and activities for VIP guests, creating memorable experiences.
  • Conducted thorough room inspections to maintain high-quality standards for accommodations.
  • Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.

Education

Postgraduate Diploma - Hospitality Management

Glion Institute of Higher Education, Switzerland

Master of Science - Wildlife Biology

University of Queensland

Skills

  • Organization and Time management
  • Multitasking abilities
  • Cultural awareness
  • Excellent verbal, interpersonal and written communication skills
  • Proficiency in MS Office Applications (Word, PowerPoint, Outlook, Excel)
  • Proficient is Opera, Mews PMS
  • Attention to Detail
  • Restaurant Booking Systems proficiency: ResDiary, SevenRooms etc
  • Telephone etiquette
  • Cash Handling
  • Problem-Solving Skills
  • Administrative Support
  • Basic Accounting
  • Travel Coordination

References

Available upon request

Timeline

Front Office Professional

Spicers Retreats
03.2023 - Current

Front Office Generalist

The Westin
08.2022 - 02.2023

Zookeeper's Assistant

Currumbin Wildlife Sanctuary
03.2021 - 01.2022

Wildlife Hospital Ward Assistant

RSPCA
08.2020 - 02.2022

Front Office Officer (Guest Relations/Concierge departments)

Ritz Carlton Hotel
01.2015 - 07.2015

Postgraduate Diploma - Hospitality Management

Glion Institute of Higher Education, Switzerland

Master of Science - Wildlife Biology

University of Queensland

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Daria Vorsheva