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![Katerina Zaichenko](https://contents.bebee.com/users/id/06nzJ6660fc2035fa0/_avatar-kZTYy-400.png)
About Katerina Zaichenko:
I am a talented and motivated hospitality professional with experience in Reception and Front-of-house operations of luxury hotel properties.
I have experience in the management of the day-to-day operations of a luxury hotel.
I am a creative, analytical, and enthusiastic worker. I am enthusiastic about triumphing over my next challenge. I am capable of securing excellent relations with multiple departments within a business, dealing effectively with stress-inducing situations, and listening to and negotiating with guest and staff complaints.
I speak English, Ukrainian and Russian fluently.
Experience
Front Desk Supervisor – (full-time)
Fairmont Chateau Whistler, Whistler, British Columbia, Canada
4-star luxury ski resort in the Fitzsimmons Range of the Pacific Range of Coast Mountains
Oct. 2023 - currently
- Supervised and monitored the daily activities of colleagues and guests.
- Proficient in Opera Cloud, Kipsu, Saflock, and Royal Service Manager software.
- Proficient in ALL Accor loyalty programs, portals, enrollments and products.
- Worked closely with the Royal Service, Guest Services, Reservations, Housekeeping, and Food and Beverage departments to ensure seamless service.
- Ensured the arrival and departure experience of all guests.
- Led and trained the Front Desk team regarding their responsibilities and product knowledge.
- Took responsibility for department stock inventory.
- Followed up with guests regarding outstanding payments after they departed from the hotel.
- Covered as Night Manager and Night Auditor during colleagues’ vacations and sickness leave.
Duty Manager / Guest Services Manager – (full time)
Hotel AMANO Covent Garden, AMANO Group, London, United Kingdom
4-star luxury boutique hotel in central London
Sep. 2022 – Sep. 2023
- Supervised and trained front desk staff in their responsibilities and product knowledge.
- Improved staff performance through training, diligence, and empathetic problem-solving methods.
- Consulted with the sales, meetings, events, bar, housekeeping, maintenance, restaurant, and marketing teams.
- Resolved staff and guest conflicts in person and via email professionally and courteously.
- Managed and updated a complaints log and presented it to the General Manager during daily staff meetings.
- Took responsibility for guest billing and settling payment disputes.
- Covered reception agents and oversaw tasks as needed, including bookings, check-ins, answering phones, and responding to emails.
- I became proficient in Apaleo, Flexkeeping, and Visionline hospitality software and the extranet features of Booking.com, Expedia, and TripAdvisor.
- Responded to positive and negative guest reviews of the property and its outlets.
- Conducted security walks and other security measures to ensure the property was safe.
- Arranged for emergency services during high-risk situations.
- Covered night shift management of the hotel during sickness or annual leave of colleagues.
- Attended first aid training and currently hold a licence from HUSAK for being a first aider.
Carvery Assistant – (part-time)
Pemberton’s Carvery, Ramside Hall, Durham, United Kingdom
4-star luxury golf and spa hotel in County Durham
Aug. 2021 – Feb. 2022
- Responsible for the cash register and for cashing up at the end of the shift.
- Customer service in a food and beverage outlet.
- Excellent barista skills and experience.
Guest Relations Agent / Switchboard Operator - (full time)
The Kensington Hotel, Doyle Collection, London, United Kingdom
5-star luxury boutique hotel in central London
Aug. 2019 – Aug. 2020
- Provided customer service for guests.
- Operated the switchboard phone with excellent telephone etiquette.
- Promoted hotel products, including rooms, food & beverage outlets, loyalty programs and experiences.
- Coordinated the service of housekeepers, maintenance and in-room dining.
- Organised room, restaurant, and bar call-in bookings.
- Arranged the amenities for VIP guests.
- Assisted the Duty Manager in administrative tasks.
Marketing Assistant - (part-time)
We are Pentagon Inc., London, United Kingdom
E-commerce company providing B2B services and products.
Jun. 2015 – Dec. 2015
- Assisted in market research for leading marketplace providers such as BMW, Toshiba, Sports Direct and Dyson.
- Managed social media platforms.
- Updated the Twitter feed of the company.
- Assisted in administrative tasks.
Merchandiser, Honey-Maker, and Apiarist - (part-time)
Honey Bee Suppliers, County of Oxfordshire, United Kingdom
Commercial beekeeping businesses produce honey, queens, and other honey-assorted products.
Jul. 2015 – Jul. 2022
- Assisted in the husbandry of bee colonies.
- Operated machinery for honey extraction and participated in the labour of packaging and promotion.
- Sold products at local farmer markets, generating good profits.
- Provided excellent customer service for customers.
- Ensured the comfort and productivity of a diverse team of apiarists.
Education
University Degree
Durham University, Durham, United Kingdom.
Bachelor of Arts in Philosophy and Psychology
2019 – 2022
Second Class (Division One) Honours
A-Level Certificate
North London Collegiate School for Girls, London, United Kingdom.
2016 - 2018
Pre-U Qualifications achieved in Philosophy (A*), English Literature (A), History (A) and Art & Design (A)
GCSEs
Wren Academy, London, United Kingdom.
2011 – 2016
11 General Certificates of Secondary Education achieved in grade band A* to B.
Professionals in the same Tourism / Travel / Hospitality sector as Katerina Zaichenko
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