Hanna Yepanchyntsava
Bonnie Doon,QLD
Summary
Experienced and hospitality and tourism professional with a strong customer service background and leadership skills. Currently a stay-at-home mom seeking a part-time role in Reservations. Dedicated to providing exceptional customer experiences, handling diverse customer needs, and demonstrating outstanding communication skills.
Overview
7
7
years of professional experience
Work History
Retail Employee
Pandora - Cairns Central
05.2022 - 02.2023
- Assisted customers in selected jewellery pieces based on their unique preferences, offering expert advice on style and materials, and suggesting additional items to complement their style, resulting in increased average transaction value
- Maintained organized and visually appealing store display, implementing attractive merchandising strategies to drive sales
- Collaborated with store manager and team members to achieve sales targets and provide exceptional customer service, resulting in consistently high customer satisfaction ratings
- Responded to customer inquires, addressing concerns and resolving issues promptly, professionally and in accordance to store policies to ensure positive shopping experience
Hotel Front Office Supervisor
The Star (The Darling Hotel)
01.2021 - 12.2021
- Created, documented, and updated company policies to help front office staff achieve service excellence and follow industry best practices
- Built strong relationships with clients and staff members trough effective communication and active listening
- Maintained accurate and compliant financial records, conducting detailed analysis to identify and address discrepancies
- Prepared reports to assist business leaders in making key decisions and developing strategic operational plans
- Continuously evaluated hotel operations, implementing new techniques to enhance efficiency and improve guest satisfaction
Front Desk Agent
The Star (The Darling)
03.2019 - 01.2021
- Adhered to Forbes Five-Star standards of service, ensuring personalised and exceptional customer experiences
- Identified customer individual needs through active listening and asking thoughtful questions to gain in-depth understanding and be able to suggest appropriate solutions
- Demonstrated can-do attitude towards customer inquiries and complaints resulting in increased satisfaction and positive reviews
- Assisted external merchants with bookings, processed financial transactions, and managed relevant invoices
- Calculated billings and accurately posted charges to room accounts, reviewing charges with guests during checkout
Head Waitress
The Riverview Hotel
07.2018 - 02.2019
Human Resources Intern
Courtyard By Marriott
02.2018 - 11.2018
Bars Duty Manager
Carrington Hotel
04.2017 - 09.2017
Bartender
Carrington Hotel
10.2016 - 09.2017
Food and Beverage Attendant
QT
04.2016 - 09.2016
Education
Bachelor Of Business - Hotel And Resort Management
Blue Mountains International Hotel Management School
Leura, NSW2018
Foundation Program - Business
University Of Surrey
Surrey, England2015
Skills
- Reservation Procedures
- Customer service
- Attention to detail
- Verbal and Written Communication
- Adaptability
- Complex Problem-solving
- Administration Skills
- Phone Etiquette
- Microsoft Office
- Reservation Software (Opera)
Languages
- English - Fluent
- Russian - Native
- Belarusian - Fluent
- Spanish - Learning
References
Available upon request
Timeline
Retail Employee
Pandora - Cairns Central
05.2022 - 02.2023
Hotel Front Office Supervisor
The Star (The Darling Hotel)
01.2021 - 12.2021
Front Desk Agent
The Star (The Darling)
03.2019 - 01.2021
Head Waitress
The Riverview Hotel
07.2018 - 02.2019
Human Resources Intern
Courtyard By Marriott
02.2018 - 11.2018
Bars Duty Manager
Carrington Hotel
04.2017 - 09.2017
Bartender
Carrington Hotel
10.2016 - 09.2017
Food and Beverage Attendant
QT
04.2016 - 09.2016
Bachelor Of Business - Hotel And Resort Management
Blue Mountains International Hotel Management School
Foundation Program - Business
University Of Surrey
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