KATE DROBIAKOVA
Sydney,Australia
Summary
Results-driven General Manager known for high productivity and efficient task completion. Skilled in strategic planning, team leadership, and operational management. Excel in communication, problem-solving, and adaptability, ensuring effective team collaboration and customer satisfaction. Committed to driving business growth through innovative strategies and exemplary leadership qualities.
Overview
9
9
years of professional experience
Work History
General Manager
Quest
Macquarie Park, NSW
08.2024 - Current
- Oversee full operations of a 110-room apartment-style property, including Front Office, Housekeeping, Maintenance, and Guest Services
- Manage accounts receivable, payroll, financial reconciliations, and reimbursement invoicing
- Lead recruitment, onboarding, training, rostering, and performance management across departments
- Personally handle guest complaints, escalations, and all online review responses, ensuring high service recovery outcomes
- Drive local corporate sales and business development, including proposal writing, pipeline follow-up, and account management
- Coordinate refurbishment projects (paint, carpet, shower screens), managing timelines, contractors, and inspections
- Manage procurement, supplier relationships, and inventory control
- Liaise with head office, landlord, and national accounts to ensure operational alignment and performance delivery
- Monitor KPIs, OTA performance, Salesforce activity, and compliance reporting
- Deliver cross-functional leadership across Finance, HR, Operations, and Sales
Operations Manager Front Office
The Sydney Boulevard Hotel
Sydney, Australia
09.2023 - 08.2024
- Lead the front desk team through effective hiring, training, scheduling, and performance management.
- Manage front office budgets, expenses, and revenue generation, implementing upselling strategies and cost control measures.
- Analyze profit and loss reports to ensure financial targets are met.
- KPI Reporting: Monitor, and report on key performance indicators to drive continuous improvement.
- Collaboration: Work closely with other departments.
- Maintain adherence to safety and security protocols to guarantee a secure environment for guests and staff.
- Monitor and respond to guest feedback and reviews across all online platforms to continuously improve service delivery.
- Develop and implement SOPs for front office operations.
- Oversee the day to day operations of the hotel, ensuring seamless and efficient functioning.
- Coordinate with various departments, including front office, housekeeping, and maintenance teams to foster effective communication and collaboration.
- Analyse daily occupancy and rate variance, monitoring house selling status.
- Lead the recruitment, selection, and hiring of qualified personnel for various hotel departments.
- Monitor and maintain high-quality standards throughout the hotel, conducting regular inspections of guest rooms and public areas to ensure cleanliness and presentation.
- Create a welcoming and hospitable atmosphere at the front desk.
- Schedule and coordinate shifts, prepare payrolls.
- Troubleshoot and resolve any technical issues related to front office operations.
- Manage hotel' supplies, ensuring timely ordering and maintaining optimal inventory levels.
Front Office Manager
ValueSuites Green Square
Sydney, Australia
09.2021 - 09.2023
- Supervise and lead hotel' staff.
- Implement training programs to enhance team skills.
- Implement and enforce hotel policies and procedures, ensuring compliance with industry standards and regulations.
- Handle guest inquiries, concerns, and complaints.
- Collaborate with other hotel departments to ensure positive guest experience.
- Arrange group and individual hotel bookings.
- Maintain accurate records and reports.
- Perform GSA functions.
- Train new team members.
- Manage online bookings inquiries.
- Night audit.
- Ad hoc admin duties.
- Meet and greet guests.
- Respond to emails.
- Process payments, prepare customer invoices.
- Manage reservation calls and online bookings.
- Greet guests upon arrival.
- Answer and divert calls.
- Assist guests with check-ins/outs.
- Complete designated cashier and closing reports in the computer system.
Duty Manager
ValueSuites Green Square
Sydney, Australia
07.2019 - 08.2021
Supervisor
ValueSuites Green Square
Sydney, Australia
12.2018 - 06.2019
Guest Service Agent
ValueSuites Green Square
Sydney, Australia
10.2017 - 11.2018
Guest Service Agent
Radisson Slavyanskaya Hotel & Business Centre
Moscow, Russia
05.2016 - 09.2017
Education
BACHELOR OF HOSPITALITY MANAGEMENT -
Moscow State Institute of Tourism Industry
Moscow, Russia06.2017
Skills
- Microsoft Office
- Opera PMS
- Opera Cloud
- RMS
- InnQuest Room Master
- Revinate
- ReviewPRO
- TripAdvisor
- TravelClick
- Siteminder
- Sabre
- D-edge
- Leadership
- Communication
- Problem-solving
- Customer service
- Team management
- Time management
- Analytical thinking
- Conflict resolution
- Financial management
Languages
- English, Advanced
- Russian, Native
Timeline
General Manager
Quest
08.2024 - Current
Operations Manager Front Office
The Sydney Boulevard Hotel
09.2023 - 08.2024
Front Office Manager
ValueSuites Green Square
09.2021 - 09.2023
Duty Manager
ValueSuites Green Square
07.2019 - 08.2021
Supervisor
ValueSuites Green Square
12.2018 - 06.2019
Guest Service Agent
ValueSuites Green Square
10.2017 - 11.2018
Guest Service Agent
Radisson Slavyanskaya Hotel & Business Centre
05.2016 - 09.2017
BACHELOR OF HOSPITALITY MANAGEMENT -
Moscow State Institute of Tourism Industry
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