KSENIA MOROZOVA
Valencia
Summary
1. Increased guest satisfaction scores by 20% through personalized service and prompt issue resolution.
2. Successfully managed daily operations of front desk, ensuring smooth check-ins and check-outs for 150+ guests.
3. Trained and mentored new staff, improving team efficiency and customer service quality.
4. Resolved customer complaints efficiently, maintaining a high retention rate and positive online reviews.
5. Implemented process improvements that reduced check-in time by 15% and enhanced guest experience.
6. Consistently exceeded sales targets for hotel services and room upgrades.
7. Managed VIP guest relations, ensuring personalized experiences and repeat bookings.
8. Maintained 95%+ positive feedback on online platforms such as TripAdvisor and Booking.com.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Hampton by Hilton
06.2023 - 05.2024
- Represent the Hotel to the guest. Responds courteously and efficiently to the guests needs. Acts as a source of information about the hotel and the local area.
- Assists guests during the arrival and departure. Responsible for selling rooms and making reservations. Performs a variety of clerical and office duties, handles departmental accounting and financial transactions, and posts payments, charges and credits. Sets up and maintains records.
Remote Booking Manager
HotelGroup
09.2020 - 08.2022
- Assisted guests in contacting and coordinating reservations at local hotels and vacation rentals.
- Assisted with booking processes handled all guest communications.
- Online marketing for selected properties.
- (30+ Hotels properties)
Chief of Booking Department
Eurohotel
07.2015 - 08.2020
- Analyzed best practices across hotels to identify processes critical to guests.
- Implemented high-impact sales and marketing initiatives, resulting in increased occupancy and profitability.
- Managed booking department.
- (101 rooms Four Star property)
Front Office Manager
Hotel Atlas Deluxe
04.2012 - 06.2015
- Direct telephone communication throughout the hotel
- Handle guest requests and concerns.
- Handle registration for 10-20 guests per evening.
- Trained, supervised, and delegated tasks to 4-6 employees.
- (45 rooms Four Star property)
Hotel Manager
Vintage Boutique Hotel
02.2008 - 02.2012
- Managed the employment process for over 20 employees.
- Trained, supervised, and delegated tasks to employees.
- (25 rooms, Four Star property)
Education
Master’s degree - Foreign languages
National University of Ivan Franko
Lviv, Ukraine05.2006
Skills
- Social media management
- Guest relations (10 years)
- Payroll
- Communication skills
- Resort
- Language: Oral and written fluently Ukrainian, Russian, German, English , Spanish A1
- Sales
- Bilingual
- Microsoft Word
- Workday
- Phone etiquette
- Sage
- General dentistry
- Conflict management
- Servio Software
- Team management
- Tavelline Software
- Product management
- Childcare
- Excel
- Management (5 years)
- Grammar Experience
- Microsoft Outlook
- Microsoft Access
- Time management
- Typing
- Budgeting
- Hospitality (10 years)
- Guest services (10 years)
- Front Desk (10 years)
- Early childhood education
- Cash handling
- Administrative experience
- Leadership
- Hotel Management (5 years)
- Pricing
- Epitome Hotel Software
- HRIS
- Medical office experience
- Fashion retail
- Recruiting
- Computer literacy
- Live chat
- Presentation skills
- POS
- Google Suite
- Calendar management
- Restaurant experience
- Travel planning
- QuickBooks
- Property leasing
- Accounts payable
- Event planning
- Computer operation
- Microsoft Outlook Calendar
- Cleaning (2 years)
- PEP
- Negotiation
- Retail management
- Supervising experience
- Section 8
- Office experience
- Night audit
- Organizational skills
- Teaching
- Personal assistant experience
- Training & development
- Store management
- Google Docs
- Electrical experience
Certification
Driver's License
Languages
English - Expert
Ukrainian - Native
Polish - Intermediate
Spanish - Beginner
German - Fluent
Russian - Native
Timeline
Front Desk Agent
Hampton by Hilton
06.2023 - 05.2024
Remote Booking Manager
HotelGroup
09.2020 - 08.2022
Chief of Booking Department
Eurohotel
07.2015 - 08.2020
Front Office Manager
Hotel Atlas Deluxe
04.2012 - 06.2015
Hotel Manager
Vintage Boutique Hotel
02.2008 - 02.2012
Master’s degree - Foreign languages
National University of Ivan Franko