Angela Shaleva

• Opening of ''Viking Saturn'' in April 2023 as Restaurant Manager. In charge of setting up all existing standards onboard the new ship. Creating new standards and implementing them across the fleet. In charge of training all 93 crew during opening. Loading all inventory equipment for Restaurant, Galley, Bars and Housekeeping chinaware onboard and setting up the venues as per standards.
• Opening of ''Viking Neptune'' in October 2022 as Restaurant Manager. In charge of setting up all existing standards onboard the new ship. Creating new standards and implementing them across the fleet. In charge of training all 93 crew during opening. Had more than 44 brand new crew to Viking in the team. Loading all inventory equipment for Restaurant, Galley, Bars and Housekeeping chinaware onboard and setting up the venues as per standards.
• Opening of ''Viking Mars'' in April 2022 as Restaurant Manager. In charge of setting up all existing standards onboard the new ship. Creating new standards and implementing them across the fleet. In charge of training all 93 crew during opening. Loading all inventory equipment for Restaurant, Galley, Bars and Housekeeping chinaware onboard and setting up the venues as per standards.
• Start up ''Viking Orion'' after Covid as Restaurant Manager in compliance with all health protocols onboard. In charge of a team of 93 crew members.
• Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
• Carefully interviewed, recruited, selected, trained, and supervised staff.
• Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
• Led and directed team members on effective methods, operations, and procedures.
• Tracked daily sales transactions and invoices for accurate and updated financial reporting.
• Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
• Correctly calculated inventory and ordered appropriate supplies.
• Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
• Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
• Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
• Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
• Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
• Managed staff schedules and maintained adequate coverage for all shifts.
• Motivated staff to perform at peak efficiency and quality.
• Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
• Oversaw food preparation and monitored safety protocols.
• Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
• Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
• Maintained effective supply levels by monitoring and reordering food stock and dry goods.
• Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
• Coordinated with catering staff to deliver food services for special events and functions.

• Opening of ''Viking Orion'' as Headwaiter. In charge of the main Restaurant onboard, scheduling of the whole team of 93 crew members, time and attendance as well as compliance with International maritime law.
• Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
• Upheld high standards of professionalism when dealing with customer issues, supporting serving staff, and waiting on tables.
• Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
• Supervised server staff and simultaneously served personal section of tables.
• Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
• Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
• Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
• Managed food resources, memorized orders, and coordinated customer service.
• Monitored dining rooms for seating availability as well as service, safety, and well-being of guests.
• Greeted new customers, discussed specials, and took drink orders.
• Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
• Trained staff members on use of POS system.
• Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
• Stayed up-to-date on menu changes to help customers make food choices.
• Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
• Supervised set up of banquet food stations and coordinated service to multiple dining areas.
• Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
• Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.

• Opening ''Viking Sky'' as Restaurant Supervisor in charge of special dietary requests, preferences and allergies of the guests.
• Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements and top service standards.
• Conducted weekly and monthly staff meetings to review performance and discuss upcoming events.
• Scheduled and rotated staff for adequate coverage and fair distribution of workload.
• Coordinated kitchen activities with front-of-house staff for seamless and service.
• Boosted customer satisfaction and service delivery to strengthen customer loyalty.
• Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
• Coordinated with kitchen employees and front of house personnel to consistently drive smooth operations.
• Coordinated team members with focus on productivity, efficiency and enhancing customer experience.

• Opening ''Viking Star'' in February 2015 as waiter. Part of the opening team of the first Ocean ship for Viking cruises.
• Opening ''Viking Sea'' in February 2016 as waiter.
• Setting up the standards and being flexible throughout the whole operation.
• Set up the first Reservations and seating system onboard.
• Answered customers' questions, recommended items, and recorded order information.
• Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
• Cultivated warm relationships with regular customers.
• Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
• Explained menu items and suggested appropriate options for food allergy concerns.
• Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
• Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.

• Folded napkins and prepared silverware sets to provide adequate supply for host station.
• Used cash registers and credit card machines to cash out customers.
• Bussed tables during busy periods to assist staff and quickly turn over tables.
• Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
• Kept server areas clean and stocked to increase efficiency while working tables.

• Host in ''Blue Point Restaurant'' part of the Hyatt Regency Chesapeake Bay Resort.
• Accommodated special seating requests for guests to enhance satisfaction.
• Relayed guest comments or suggestions to manager on duty for further action.
• Answered customer questions about hours, seating, and menu information.
• Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
• Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
• Assisted managers with quickly resolving service- and food-related issues.
• Leveraged POS system to manage sales transactions, process credit cards and print receipts.
• Supported servers, food runners, and bussers with keeping dining area ready for every guest.
• Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
• Monitored seating area and checked restrooms regularly to keep spotless.

• Greeted customers entering store and responded promptly to customer needs.
• Built relationships with customers to encourage repeat business.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Worked flexible schedule and extra shifts to meet business needs.

• One on one private classes with students from the age

of 8- 41 during all 4 years of studying at university.

• Successfully improved Macedonian-speaking students' English grammar and vocabulary levels through written and interactive activities.
• Evaluated student progress to offer recommendations for further development.
• Established positive classroom management boundaries to create safe, known environment for behavior among students.
• Tutored and assisted students to help with English language comprehension and mastery.
• Built relationships with students to understand obstacles to learning such as difficult home situations, illness or social hurdles.
• Communicated with parents in person, by email and phone to apprise of student progress, challenges and behavior issues.
• Planned and implemented lessons to positively increase vocabulary and sentence structure skills.
• Authored tests and quizzes to evaluate student learning and comprehension.
• Designed exams to test fluency in reading, writing, speaking and comprehension of English language.
• Better psychological approach towards the students and understanding the challenges they have when learning new foreign language.