Pre/post opening of new hotels on position of Director of Room Division/Operations Director (incl Housekeeping, Laundry, Front Office, SPA departments). Hotels opened: Wyndham Garden Astana Mercure Almaty City Center Doubletree by Hilton Almaty Ramada by Wyndham Shymkent Provided leadership, strategic planning, and administration in all aspects of hotel operations. Responsible for rooms and day-to-day staff management, purchasing, contract negotiations with vendors, forecasting and yearly business plan, P&L, and budget. Monitored all profit and loss statements of the hotel and prepared an annual budget for it. Coordinated with guests and monitored service trends by evaluating all comment cards. Administered various billing related issues and coordinated with accounting Manager on same. Managed and provided resolution for all media queries regarding Hotel. Ensured work as per the required Standard Operating Procedure. Communicated with all guests and provided resolution of all queries. In charge of maximizing operations and guest satisfaction by monitoring the performance of the hotel through analysis of guest satisfaction metrics and systems increasing the guest score.

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Responsible for operations of all F&B outlets in the hotel including Restaurant, Bar, 11 meeting rooms.

Managing the whole hotel during the night, night audit, sending reports

-Ensuring staff’s knowledge of hotel services, features, and amenities. -Supervising Reception, Guest Relations, Bell Staff, Night Manager, Switchboard. -preparation of necessary reports to Front Office Manager -Managing 24 hours 7 days per week Front Office department operation, night audit operations and assigned staff, including training, evaluating performance and scheduling work. -Monitoring all front office financial operations, including group billing, verifying rates/discounts, daily sales reconciliation and room inventory controls. - Checking and ensuring that all billing operations are done properly and in time manner. -Performing day to day running of Reception, ensuring checks in and check outs run smoothly and in accordance to the Hotel standards. -Responsible for the maintenance and control of the hotel’s room inventory. -Managing customer service and guest satisfaction standards, handling customer service issues. - Accommodating all guest requests in an accurate and efficient manner. -Responding to a wide range of guest requests and promote hotel facilities -Performing daily room and property inspections to ensure that hotel services are provided at the relevant level. -Performing weekly Manager on Duty responsibilities. -Preparing and developing Front Office staff stimulation programs. -Staff training and following fire and work safety regulations. -Full responsibility for all day-to-day all hotel operations during the absence FOM/AFOM

Providing 5-stars service. Check-in and check-out procedures Greeting the guests, handling guest’s requests and complaints Answering and distributing phone calls Preparing of daily documentation Organization of trainings for new staff and other departments (Wyndham Rewards loyalty programme) Controlling Front Office staff Preparing Monthly Training reports Wyndham Rewards loyalty programme management (enrolling new members, adding earning points, preparing monthly reports)

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