Maintained the Hotel pre-opening such as: - Creating from scratch all schedules and regulations for the Front Office department (LSOP) - Corporate standards implementation based on accumulated experience - Day time employee’s trainings (Check-in / Check-out procedures, cashier function etс.) - Night Manager training and education in operational work (night audit, reports, checking charges, filling in guest’s passport details in HRS ect.) - Concierge service personal training (theatre tickets, air/train tickets, excursions, restaurant reservations, transportation services etc.) - Treaty-making process with service providers (transportation services, food and beverage, floristics etc.) - Setting up an audit of transportation (development and implementation of software for counting a trips) - Paper preparation and subsequent registration the Hotel in the administration of Federal Migration service. - Setting up an electronic download from HRS Passport Manager to Moscow security system (no courier needed for registration in Federal Migration service) - Visa support service implementation by virtue of partnership with an accredited agency - Development the regulation of procedures for cooperation with related departments (HK, Engineering, Accounting, Purchasing) Daily duties include: - Increasing the motivation of FO team, maintaining a positive working environment in the department - Daily basis staff trainings based on personal examples to provide the highest standards of hospitality in the most expansive place for the accommodation in Moscow city. - Responsibilities for guest’s reviews at the popular reservation platforms (the highest rating at the booking.com among all 5-star hotels in Moscow) - Creating schedules and leave records for FO employees. - Creating and verification all rate-codes in Opera (actual Revenue Manager responsibilities) - Check all accruals and internal audit on a daily basis - Charging and displaying all cashless payment in «Account Receivable» module in Opera (actual Finance Manager responsibilities) - Cooperation with the financial department and the subsequent creating in Opera all company profiles and planned closure of month to city ledger by interim bill. - Booking requests answering by mail and phone, creating reservations in Opera, withdraw payments prior check-in, working with reservation aggregators such us booking.com extranet, expedia extranet, etc. (actual Reservation Manager responsibilities) - Rooms assignments prior a check-in, all arrivals planning and analysis. - Providing to guests of most expansive accommodation in Moscow the exclusive concierge services such as VIP lounge arrangements in the airports, exclusive yachts reservations, providing close protection services, a famous artists arrangement etc. The job involves actual work 24/7 and timely decision-making in all complex situations.

· Providing guests with information about attractions, facilities and activities in or outside the hotel · Providing exclusive any kind of services requested by guests · Guest reservations for air or other forms of transportation · Providing guests with the tickets for any kinds of closed or public events · Providing restaurants recommendation and booking in high-demand places, including the best knowledge suggestions about food choice at trendy places · Guest reservations for the theatre and other forms of entertainment, especially for fully-booked event · Management, overseeing, development and training of the team of concierges, doormen, bellmen (9+), including short- and long-term timetable planning and alignment with corporate standards · Control and management of transfer services of the hotel, reporting and analytics · Group events organization (pick-up/drop-off and city transfer, group check-in/out, attractions, restaurant bookings etc) · Overseeing and control that guest luggage records are accurately maintained and all special requests are met · Coordination of guest requests for special services or equipment with the appropriate department · Handling with guest complaints and solving problems when needed · Providing any necessary support to hotel management · Active participation in board meetings to improve level of service of the hotel Achievements: · Successful performance on non-ordinary guests requests which improved hotel rating at international booking websites · Active participation in setting-up procedures for pre-opening and opening of the 234- room hotel · Setting-up and continuous improvement of transportation service from scratch in a brand new hotel including software development for hotel taxi data collection, storage and analytics · Recruiting, training and on-going management of the team of deputy concierges, baggage porters and doormen · Promotion of the brand new hotel at Senior level of Le Clef Les D’ors International association

· Organization of transport services as well as air and railway tickets · Providing private guides as well as business interpreters in various languages for the events · Assistance to guests to meet their wishes and requirements including dealing with mail, greeting letters, faxes etc · Providing guests with personalized solutions by suggesting activities and facilities provided by the hotel or outside of the hotel (theatres, exhibitions, museums, restaurants, clubs, shops, beauty procedures etc) · Sharing knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations · Arranging of events, excursions, transportation etc. upon request from guests · Answering the phone and make reservations, take and distribute messages or mail and redirect calls · Responding to complaints and finding the appropriate solution Achievements: · Developed multi-language touristic and business guides database for group of concierges · Brought fresh view and knowledge of trendy city places, esp restaurants what improved group of concierge service quality, made it up-to-date · Developed system of taxi orders reconciliation in Opera System which has drastically decreased number of mistakes · Improved Hotel rating on booking.com (more than 30 positive feedbacks mentioning excellent concierge services) · Met VIP exclusive demands

• arranging excursions • responsible for lost or forgotten luggage; • organization of transport service. • arranging leisure activities for guests (theatres, exhibitions, museums, cinema, restaurants, clubs, etc.) • air & railway tickets booking • providing interpreter service on guest's request • writing greeting letters • dealing with mail, and faxes for guests

Translation of texts relating to conduction of clinical research in Russia (from Russian into English and vice versa). Working with folders on clinical research. Booking railway and air tickets, reserving hotels in Russia and abroad for the employees of the company, visa support for investigators, Amadeus reservation system practice.

Acceptance of payment from foreign (English speaking) guests for their accommodation in Moscow hotels. In general the payment was made by credit cards. (Amex, MC, Visa)

- selling inclusive tours - communicating with clients by phone and dealing with them in the office - individual package tours selection - conducting negotiations and signing agreements with tour operators and tour agencies - database maintenance and report creating - order maintenance from the beginning to the end (processing of clients orders, selection of the tour, preparation and delivery of all necessary documents);

Chech-in, check-out, dealing with cash (including: pre-authorization, offline sales, etc.), answering to all internal and external calls, setting up wi-fi equipment for guests, booking rooms outside working hours of the reservation department employees, registration of passports for foreign guests.

Assisting guests, giving a hand to call centre coordinators with incoming calls.

Welcoming guests at the hotel entrance, assisting them with their luggage, organizing transportation, delivering massages to guest's rooms.