Resolving issues on the spot, guests relocations, adding different in-hotel services. Being the connector between the hotels and the partners.

• Process improvement, data analysis, quality meetings, trainings, root cause analysis , internal audits, Brand standard compliance, action planning • Understand customer needs and requirements to develop effective quality control processes • Devise and review specifications for products or processes • Set requirements for raw material or intermediate products for suppliers and monitor their compliance • Ensure adherence to health and safety guidelines as well as legal obligations • Supervise inspectors, technicians and other staff and provide guidance and feedback • Oversee all product development procedures to identify deviations from quality standards • Approve the right products or reject defectives • Keep accurate documentation and perform statistical analysis • Solicit feedback from customers to assess whether their requirements are met • Submit detailed reports to appropriate executives • Be on the lookout for opportunities for improvement and develop new efficient procedures

• Core Leadership trainings, New employee orientation and other brand specific trainings. • Organize internal well-being/entertainment events for the employees as well as for the communities in need ( within social programs ) • Drive brand values and philosophy through all trainings and development activities • Evaluate organizational performance to ensure that training is meeting business needs and improving performance • Follow up on training progress • Writing reports, keeping records and managing training budgets • Teach training methods and skills to instructors and supervisors (i.e., “train the trainer”) and organize monthly meetings with learning coaches

• Responsible for assisting and replacing the Front Office Manager when required. • Leading and managing the Front Office department in order to ensure the highest standards .

• Train, cross –train all front office associates. • Participate in the selection of front office personnel. • Schedule the front office staff.Evaluate employee's perfomance. • Supervise workload during shifts. • Maintain working relationships with all departments. • Verify that accurate room status information is maintained and properly communicated. • Resolve guest problems quickly, efficiently, and courteously. • Maintain, monitor, and prepare group requirements. Relay information to appropriate personnel. • Credit limit. • Target KPIs and get there. • Conduct daily and monthly FO meetings • Uphold the hotel's commitment to hospitality. • Prepare performance reports related to front office. • Ensure implementation of all hotel policies and house rules.Responsibility for ensuring that the hotel operations continually meet both Marriott brand standards and ownership standards. • Maximize room revenue and occupancy by reviewing status daily. • Analyse rate variance, monitor credit report and maintain close observation of daily house count. • Monitor high balance guest and take appropriate action. • Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes. • Ensure logging and delivery of all messages, packages, and mail in a timely manner. • Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests and to hotel associates. • Monitor all reapeat and VIP 's special guests and requests. • Follow up on stationary / guest supply of all front office/spa area. • Review daily front office work and activity reports generated by Night Audit. • Review Front office log book and Guest Survey on a daily basis, update profile notes. • Drive Enrollments • Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, reports and tracking logs. • Perform other duties as assigned by management. • Perform primary Fire Safety training / refresher training to all Front desk associates. • Perform Manager on duty responsablities in the absence of General Manager when scheduled. • Monitor / create /update records and files as checklists,memos, training programm,

• Pre-opening activities and tasks. • Front Office Manager duties. • Food and Beverage,Guest Relations duties. • Recruit and select new candidates • Monitore and organize Front Office stationary and Bar / hotel Shop supply. • IT Manager duties.(Opera, Micros, Outlook etc). • Train, cross-train of all Front Office team, • Regulate and build the Front desks' system and functionality in accordance with the Hampton by Hilton Brand policy.

• Full hotel authority in the absence of General Manager during night shifts. • Provide leadership and support to all members of the Front Office and enforce the Hotels standards of excellence in all areas supervised. • Aware and able to enforce all fire-life-safety procedures. • Ensure and provide flawless, upscale, professional and high class guest service experiences applying Guest Relation skills if needed .Dealing with complains/trouble guests. • Ensure the accurate completion of the daily night audit in a timely fashion. Rate check. Prepare all night audit summary reports. • Control and check the whole area, the system and the employees of all departments to make sure they work properly and perform the tasks assigned. • Make decisions, follow up and report any suspicious persons. • Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and regular guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.

• Dealing with special requests, complaints and problems from guests. • Analyze customer feedback and provide strategic direction to continuously improve overall rating. Expect and react promptly to guests’ requirements and inquires. • Oversee and coordinate all arrivals and departures of special guests (VIPs, Loyal program members, Birthday etc.). • Promote all amenities, conveniences and programs offered. • Appraise team’s performance and produce "guest relations" reports (arrivals, guest INH special requests, membership reports and other). • Hostess duties at breakfast, lunch and dinner on high occupancy. Collect and analyze guests’ comments, suggestions. • Follow up and reply to the comments on Tripadvisor, Booking.com and other web-sites. • Provide show rooms ( sleeping rooms, conference rooms, restaurant and other areas)

• Dealing with bookings by phone, e-mail, letter, fax or face-to-face. • A confident user of “Opera System”, "Micros". • Check-in, check-out, preparing bills, taking payments and other procedures. • When night shift provide night-hour reception services for Guests. • Post room charges (incl. late check-out, early check-in fees), taxes and other purchase transactions (F&B, HSK, Events, Laundry and other services) to guest accounts.. • Provide concierge, operator and reservation agent duties if needed. • Monitor the current status of coupon, discount, and other promotional programs. • Prepare a summary of cash, check, and credit card activities. • Understand principles of auditing, balancing, and closing out accounts. • Check and follow up alerts and comments in a reservation such as transfer, special requests.

• Process reservations by mail, telephone, fax or central reservation systems referral. • Work closely with the sales department, process their requests • Dealing and cooperating with corporate clients. • Track room revenues, occupancy percentages, and other front office statistics. • Knowledge of the type of rooms available as well as their location and layout, • Check the selling status, rates, and benefits of all packages plans. • Create and maintain reservation records by date of arrival. • Determine room rates based on the selling tactics of the hotel. • Prepare confimation letters. • Process cancellations and modifications and promptly relaying this information to the FO. • Follow the hotel's policy on guaranteed reservations and no-shows.

Performing general responsibilities as a flight ticket issuance, reissue, refund and other procedures. Researching travel options ,presenting the best deals in terms of requirements Keeping self up to date on products and policies of airlines. Providing an exceptional customer service both to local citizen and to foreign guests. Up selling relevant additions, as insurance, excursions, currency etc. Answering all phone inquiries promptly, courteously and in a friendly manner. Filing, photocopying and general administrative duties. Advising on visas and passports. Maintenance for travel sub-agent companies. Providing translation skills from Russian to English and vice versa. Cooperating with local and international airlines. Providing trainings to the new joiners.