Main responsibilities: - responding to communications from guests, travel agents, concerning reservations arriving by email, telephone, fax, or through central reservation system; - processing reservations from the sales office and other hotel departments; - creating and maintaining reservation records in OPERA PMS; - preparing letters of confirmation with the rate, room type, arrival/departure dates information, cancellation policy information and guarantee deposit information for the hotel guests; - processing cancellations, modifications, and no-show reservations, contacting front office in case any late cancellation fees or no-show fees should be charged; - tracking future room availability on the basis of reservations, helping developing forecasts for room revenue and occupancy; - preparing the list of expected arrivals for the front office; - checking unguaranteed and unpaid reservations; - communicating information about reservations paid with bank transfer to the accounting department; - knowing the selling status, rates and benefits for all packages plans; - checking reservations from distribution channels like GDS, OTA and Web booking systems; - communicating reservation information to the front office; - understanding hotel’s policy on guaranteed reservations, cancellations and no-shows and communicating properly this information to the hotel guests; - knowing all types of rooms peculiarities as well as rooms location and layout; - following the deadlines and standards of the responses to the guests; - knowing all types of rooms peculiarities as well as rooms location and layout; - following the deadlines and standards of the responses to the guests; - providing visa support documents to the foreign tourists; - daily analysis and hotel revenue planning according to history and forecast reports; - polite, friendly communication with the guests which helps to create positive atmosphere and image of the hotel; - promoting goodwill by being courteous, friendly and helpful to guests, managers and fellow employees; - getting information about areas of interest in order to target more clients in particular seasons; - maintaining a clean and neat appearance and work areas at all times.

Main responsibilities: - welcoming guests to the hotel in a polite, friendly and helpful manner; - registering arriving guests, explaining accommodation, rate plan chosen, establishing payment method; - taking payment from guests in the form of cash or credit cards; - checking out departing guests using the hotel’s accounting system; - dealing with early arrivals and early/late check-outs; - answering telephone inquires promptly and professionally and transferring calls on; - processing reservation requests received by telephone, fax or email and creating new reservations accordingly in OPERA property management system; - completing the night audit procedures with accuracy and attention to detail; - arranging for brief tours of the hotel’s rooms and facilities; - sharing accurate information with guests about hotel rates, packages, terms and policies, room type peculiarities, hotel facilities, hotel products and promotional offers; - dealing with and resolving customer complaints; - communicating information about arriving guests and guests in-house to all hotel departments; - being a point of contact for guests should they have any queries; - promoting hotel services among our guests with the help of client-marketing methods (on my own initiative); - supervising promotional events at our hotel lobby area; - preparing informational materials for the guests (on my own initiative); - maximizing sales revenues through upselling and marketing programs; - conducting operations with cashier documents; - providing foreign guests with visa support documents; - foreign guests registration in Elpost program; - dealing with guests’ in-room dining; - informing the guests about the hotel history, local sightseeings, restaurants, theaters, etc.

Main responsibilities: - meeting, greeting and registering arriving guests, explaining all information concerning rate plan chosen, packages, hotel policies, etc; - entering complete details of all guests into property management system; - efficiently dealing with check-out of guests, issue and explaining accounting bills of the guests; - being responsible for accurate and efficient accounts and guest billing processes; - operating the switchboard, messages and enquiries in a disciplined manner; - posting all transactions to make sure that all bills are kept up-to-date; - building a good rapport with guests and resolving any complaints/issues quickly to maintain high quality customer service; - assisting in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible - dealing with guests’ requests to ensure comfortable and pleasant stay; - preparing cash for bank delivery and making sure that all floats are accurate at the end of shift; - keeping up to date with room prices and special offers to provide accurate information to the guests; - reporting any maintenance, breakage or cleanliness problems to the relevant manager; - assisting in keeping the hotel reception area clean and tidy at all times; - undertaking general office duties, including correspondence, emails, telephone calls, to ensure the smooth running of the reception area; - ensuring that all reservations and cancellations are processed efficiently; - filling out the registration documents, doing the accurate paperwork; - arranging for brief tours of the hotel’s rooms and facilities; - providing visa support documents for foreign tourists; - ensuring all relevant paperwork has been completed in order for smooth hand-over at the end of shift.

Main responsibilities: - greeting guests in a polite, friendly and professional manner; - presenting menu to the guests and answer questions about menu items, making recommendations upon request; - giving a shorter direction through the menu pared with questioning the guest on their last visit (if this is a repeat guest) and current appetite; - being responsible for taking guests orders, keeping them organized, and timing the course of service for the guests; - being well versed in the products in order to guide guests experience and sell; - arranging orders between the line cook and the bartender, serving food or beverages to the guests; - checking with guests to ensure that they are enjoying their meals, taking actions to correct any problems; - communicating accurate information about daily specials and promotional offers to the guests; - bringing wine selections to tables with appropriate glasses and poring wine for customers; - always staying in view of my section, greeting new guests and taking care of the tables that are being serviced; - collecting payments from customers; - stocking service areas with supplies such as tableware, linen, spices etc.; - preparing tables for meals, setting up items such as linen, silverware and glassware; - assisting hostess by answering phones to take reservation or to-go orders, and by greeting, seating, and thanking guests; - providing guests with information about local areas, including giving directions; - making sure my section is well maintained with cleaned and polished silverware and glasses, tables are well organized, chairs are brushed off and flooring vacuumed; - providing fast, polite, professional and courteous service; - setting up tableware, glassware, silverware for buffet breakfast, filling containers with food and beverages; - welcoming guests at buffet breakfasts, helping customers with choosing meals; - serving special meals for guests at breakfast if they are not in the buffet breakfast menu; - preparing tableware, glassware and silverware for banquets, weddings, guests’ birthdays (up to 400 guests at one banquet); - serving food and beverages at grand banquets and weddings; - decorating tables and chairs with tablecloths, toppers, and chair covers; - preparing conference rooms for meetings and business events; - arranging coffee breaks and welcome drinks for guests during conferences.

Main responsibilities: - greeting customers upon entering the outlet in a friendly and courteous manner; - being responsible for taking customer orders, demonstrating a complete understanding of menu items and explaining them to guests accurately; - preparing food to customer specifications; - being well informed about outlet’s specialties, dish of the day and promotional offers; - using cash register to record the order an compute the amount of the bill; - following all cash handling procedures, collecting payment from guests and making change; - preparing food neatly, according to formula, and in a timely manner; - checking products in the food unit area and restocking items to ensure a sufficient supply throughout the shift; - understanding and adhering to proper food handling, safety and sanitation standards during food preparation, service and clean up; - cleaning and maintaining the customer and service areas and equipment to promote a clean restaurant image; - providing excellent customer service; - exhibiting a cheerful and helpful manner when dealing with guests; - increasing sales volume with the help of merchandising methods; - completing all other assigned duties or tasks.

Faculty of Linquistics and Translation, Marketing, Advertising, PR. Theory and Practice of Intercultural Communication.

Training Center FinCont (St. Petersburg), Marketing, Advertising and PR