Kristina Mamenko

Summary

With over 6 years of experience in hotel management and brand promotion, I'm dedicated to delivering exceptional guest experiences. My leadership style is both inspiring and detail-oriented, which helps me lead teams effectively towards ambitious goals. I specialize in creating unique guests experiences, improving service quality, and enhancing guest satisfaction. I'm eager to contribute to your company's success by managing projects and elevating the brand in the hospitality industry.

Overview

13

years of professional experience

6

years of post-secondary education

4

Languages

Work History

Director of Operations

Loft Memories

11.2022 - 10.2023

Led daily operations of the loft, overseeing a diverse team including event managers, sales, restaurant staff, marketing team, and general staff
Implemented and enforced operational procedures to ensure seamless functioning of the venue, resulting in enhanced efficiency and customer satisfaction
Directed recruitment, training, and scheduling of staff, optimizing team performance and reducing turnover by 30%
Coordinated the planning and execution of over 120 events, working closely with event managers to ensure flawless delivery and customer satisfaction
Collaborated with the sales department to develop and implement strategies to drive revenue growth, resulting in a 15% increase in overall sales
Worked closely with the marketing team to promote events and initiatives, contributing to a 20% rise in brand recognition
Implemented quality control measures to maintain high standards of cleanliness and hygiene throughout the venue
Conducted regular staff meetings and training sessions to foster a culture of teamwork, professionalism, and excellence in customer service.

Shore Excursions Agent

Viking Ocean Cruises 5

10.2021 - 07.2022

Resolve guest concerns at the Explorers Desk according to Viking's STAR Service Standards, achieving a 95% resolution rate
Process guests at embarkation/registration following Viking's Standard Operating Procedures with 100% accuracy
Assist Pursers Department with guests' immigration formalities as needed, ensuring seamless procedures
Maintain cash float, collect payments, and register credit cards without shortages, achieving 100% accuracy
Escort guests on shore excursions to monitor tour quality, maintaining a high standard of product and port knowledge
Undertake concierge duties including restaurant bookings and activity reservations, ensuring 100% guest satisfaction
Coordinate shore excursions and audio equipment needs with 100% accuracy and efficiency
Serve as a Viking Ambassador at all times, embodying Viking's STAR Service Standards consistently
Handle difficult guests/situations with professionalism, providing adequate solutions with 100% satisfaction
Ensure smooth guest flow and satisfaction throughout onboard activities, adhering to Viking's STAR Service Standards.

Front Office Manager

Marriott Grand Hotel 5

05.2019 - 09.2021

Supervised daily front office operations, including check-in/check-out procedures, reservations, and concierge services, resulting in a 15% increase in efficiency
Implemented training programs for front office staff, leading to a 20% improvement in guest satisfaction scores
Enforced hotel policies and procedures to maintain high service standards, resulting in a 10% decrease in guest complaints
Managed room inventory and coordinated with housekeeping and maintenance departments to maintain an occupancy rate of over 90%
Handled guest inquiries and requests promptly, achieving a 95% guest satisfaction rating
Analyzed guest feedback and performance metrics to identify areas for improvement, resulting in a 10% increase in repeat business
Collaborated with other hotel departments to cross-promote services, contributing to a 15% increase in overall hotel revenue
Implemented security and safety protocols, resulting in a 20% reduction in security incidents
Managed departmental budget, reducing operational costs by 10% through efficient resource allocation
Participated in regular management meetings, providing insights and recommendations for improving operational efficiency and guest satisfaction.

HORECA Lecturer

Stamford International University

04.2017 - 04.2019

Developed comprehensive course materials covering hospitality management for students of hotel and restaurant faculties, resulting in a 20% increase in student engagement and academic performance
Mentored and coached students in their career development, providing guidance on industry trends and best practices, leading to a 15% increase in student satisfaction with career preparation services
Established industry partnerships with leading hotels and restaurants, resulting in 50+ internships and externships opportunities for students annually
Facilitated student placements in internships, resulting in a 30% increase in student participation in industry-related practical experiences
Assisted students in job placements upon graduation, achieving a 25% increase in employment rates among graduating students
Conducted regular workshops and seminars with industry professionals, providing students with real-world insights and networking opportunities, resulting in a 40% increase in student participation in extracurricular activities
Collaborated with academic and career services departments to integrate internship experiences into the curriculum, ensuring alignment with academic goals and industry standards.

Guest Services Supervisor

Radisson Royal Hotel Saint Petersburg 5

05.2015 - 04.2017

Managed guest services operations at a prestigious 5-star hotel, overseeing a team responsible for providing exceptional customer experiences
Implemented standard operating procedures to streamline guest check-in and check-out processes, ensuring efficiency and guest satisfaction
Led a team of guest services professionals, providing guidance, training, and support to uphold the hotel's service standards
Coordinated with other departments to address guest needs and resolve issues promptly and effectively
Collaborated with the concierge team to offer personalized recommendations and assistance for guests' entertainment and leisure activities
Maintained accurate records of guest interactions and feedback, utilizing data to identify areas for improvement and enhance service delivery
Participated in regular staff training sessions and performance evaluations to promote continuous improvement and excellence in guest services
Ensured compliance with hotel policies and procedures, including safety and security protocols, to provide a safe and secure environment for guests and staff alike.

Front-desk Administrator

ALEKSANDR PUSHKIN 4* ship

05.2014 - 10.2014

Extended warm welcomes to guests, ensuring smooth check-in and check-out experiences and offering assistance as required
Managed incoming phone calls, messages, and directed visitors to their designated areas with a friendly and helpful demeanor
Maintained meticulous customer records, efficiently handled mail, and effectively managed email communications to ensure timely responses and information dissemination
Collaborated with colleagues to maintain a seamless flow of operations and uphold the highest standards of guest service delivery
Acted as a key point of contact for guest inquiries and requests, demonstrating exceptional communication and problem-solving skills to address concerns promptly and satisfactorily
Assisted in coordinating special arrangements and services for guests, contributing to memorable experiences and positive guest feedback.

Hotel Entertainer

5 Star Animation in Hotel Coral Sea Holiday Resort 5

04.2011 - 10.2011

Designed and executed engaging daytime activity programs and evening entertainment, catering to diverse guest preferences and ensuring a memorable stay experience
Hosted lively children's discos, interactive game shows, and a variety of evening events, fostering a vibrant and enjoyable atmosphere for guests of all ages
Maintained regular and open communication with guests to gather feedback, address inquiries, and ensure their overall enjoyment and satisfaction throughout their stay
Collaborated with fellow team members to coordinate seamless event execution, contributing to a positive and cohesive work environment
Actively participated in team meetings and training sessions to enhance performance and refine entertainment offerings based on guest feedback and industry trends.

Education

Completed Sailor Certification -

PEI "MARSTAR"

01.2020 - 05.2020

PGCE in Conflictology - undefined

Moscow State University (MGU)

09.2018 - 05.2019

Masters in Linguistics - undefined

Federal State Budgetary Educational Institution of Higher Education State University of Voronezh

09.2010 - 05.2015

CELTA Certification - undefined

TLC Bangkok

02.2013 - 05.2013

Skills

Team Leadership

Effective Communication

Problem-Solving

Organizational Skills

Detailed Oriented and Goal Focused

Enthusiastic and Proactive

Ethical and Responsible

Guest Service Standards Implementation

Proficient in PMS, HMS, and CRM

Proficient in Microsoft Office Suite

Time Management

Data Analysis and Reporting

Staff Scheduling and Rostering

Contract Negotiation

Enthusiastic and Proactive

Line

+66 96 297 7131

References

Available on request.

Timeline

Director of Operations - Loft Memories

11.2022 - 10.2023

Shore Excursions Agent - Viking Ocean Cruises 5

10.2021 - 07.2022

PEI "MARSTAR" - Completed Sailor Certification,

01.2020 - 05.2020

Front Office Manager - Marriott Grand Hotel 5

05.2019 - 09.2021

Moscow State University (MGU) - PGCE in Conflictology,

09.2018 - 05.2019

HORECA Lecturer - Stamford International University

04.2017 - 04.2019

Guest Services Supervisor - Radisson Royal Hotel Saint Petersburg 5