Operate in Business Class Cabin

• Operate in the Economy Class cabin under the supervision and direction of the Cabin Supervisor. • Have completed and passed all necessary trainings on the aircraft types (B777, A380) required: 1. Aviation regulations relevant to Cabin Crew and the role of the competent Authority; 2. Duties and responsibilities of Cabin Crew during operations and the need to respond promptly and effectively to emergency situations; 3. The importance of ensuring that relevant documents and manuals are kept up-to-date, with amendments provided by the operator as applicable; 4. Passenger Handling and Cabin Surveillance Training 5. Knowledge of all emergency procedures in order to prepare the cabin for emergency landing or ditching, evacuation procedures 6. Realistic training on, and demonstration of, the location and use of safety equipment (slides, life jackets, drop-down oxygen system, fire extinguishers, etc.) 7. Realistic and practical training in the use of all firefighting equipment, including protective clothing representative of that carried in the aircraft. 8. Survival training (actual donning and use of personal flotation equipment, as well as the use of life-rafts/slide rafts in water) 9. Crew Resource Management (human factors in aviation, human performance and limitations, threat and error management, stress and stress management, fatigue and vigilance, assertiveness, situation awareness, information acquisition and processing) 10. Medical Aspects and First Aid Training( first aid response process, personal protective equipment, managing life threatening conditions: unconscious not breathing casualty (CPR for Adult/Child infant with AED), etc.) 11. Security Training (knowledge and competence of the relevant IOSA requirements, Airline Operators Security Manual and National Civil Aviation Security Training Programme) • Hold a GCAA Medical Certificate.

1. Manage the employees (4 reservation agents), implementation of the sales plan for a month and analyze sales of each agent monthly in order to estimate theirs KPI. 2. Active sales of rooms of all the hotels at the resort "Krasnaya Polyana" (1* Premium Apartments, Gorky Gorod; 4* (Courtyard by Marriott Sochi Krasnaya Polyana; Panorama by Mercure; Dolina 960; Ibis Styles Krasnaya Polyana, Novotel Congress); 5* (Rixos Krasnaya Polyana Sochi; Mövenpick Krasnaya Polyana; Sochi Marriott Krasnaya Polyana, Novotel Resort), as well as additional resort services such as ski-passes, ski/snowboard instructors, transfers for the guests. 3. Processing of incoming calls and e-mail requests from potential guests. 4. Provide of information and commercial services to the guests of the resort (weather, condition of ski slopes, tariffs, algorithms for registration / purchase of services, hotel booking, general information about the resort, hotels, restaurants, ordering a taxi,etc.) 5. Effective work with objections and provide reasonable feedback to each guest's objections. 6. Сorrect and rational daily cross-sales & up-sales of the resort's services to the guests. 7. Control timely payment for survices by the guests, identifying the reasons for the guests' violation of their obligations, taking measures to eliminate and prevent them. 8. Сontrol over the fulfillment of the departments of the resort of their obligations to provide feedback on guests' orders / claims / reviews, identify the reasons for the violation by employees of their obligations to provide clarifications on complaints / reviews, take measures to eliminate them and prevent them. 9. Enter all the results of work into information systems of the resort (Bitrix24).

1. Manage the employees (2 reservation agents), implementation of the sales plan for a month and analyze sales of each agent monthly in order to estimate theirs KPI. 2. Active sales of rooms of all the hotels at the resort "Krasnaya Polyana" (1* Premium Apartments, Gorky Gorod; 3* Gorky Grand; 4* (Courtyard by Marriott Sochi Krasnaya Polyana; Gorky Panorama; Dolina 960; Ibis Styles Krasnaya Polyana); 5* (Rixos Krasnaya Polyana Sochi; Mövenpick Krasnaya Polyana; Sochi Marriott Krasnaya Polyana), as well as additional resort services such as ski-passes, ski/snowboard instructors, transfers for the guests. 3. Fulfillment of additional tasks from the Head of Department related to the positon (conduct the interviews and then hire and train new employees, prepare requests in 1C:Enterprise for changes in the current orders, attend Revenue Meetings with Operational Director of the resort, etc). 4. Processing of incoming calls and e-mail requests from potential guests. 5. Informing guests about all the services provided at the resort, special offers, discounts and events. 6. Prepare Daily Sales Reports as well as Monthly Sales Reports for the Head of Department. 7. Interaction with various resort services such as ski-instructors, hotels' front desks, info-center, etc. 8. Outgoing calls to the guests for the purposes of sales and surveys. 9. Operation with OPERA / Fidelio PMS.

1. Assisting Front Office Manager to operate the department (supervising receptionists while FO is on vacation or out of office, assign rooms (especially connecting rooms that were confirmed during the reservation) according to the guests' preferences, handle guest complains if Guest Relations Department couldn't find a solution for the guests, attend daily meeting with Head of Departments and GM, create PM (pay master or virtual room) for the groups or for a specific expenses of the guests for closing postings and payments for these services, put rooms to Out of Order or Out of Service status in PMS (Fidelio) according to Technical or Housekeeping report, provide discounts and loaylty benefits for the repeat guests). 2. Handling all group tours/conventions from the initial blockage to the rooming lists, transfers. 3. Handling all advance deposits received by crediting the amounts into the correct guest’s folios and issuing receipts to the senders. 4. Checking incoming letters than distribute to whom it may concerned within the Reservation Department. 5. Confirming reservations for rooms according to the room's availability issued by the Sales and Front Office Managers according the rates that are currently in effect and arranging the billing according to hotel procedures. 6. Sending out confirmation slip promptly if requested. 7. Handling transfer requests promptly and accurately. 8. Updating guest history records, travel agency/company records and account receivable records on a regular basis as well as updating rates and availability of rooms in all extranets (through channel manager – Travelline, TARS or WuBook or directly in extranet) and in PMS Fidelio Suite8 according to information from Sales Department. 9. Checking no-show and cancellation reports with the correspondence and keep the record in the file. 10. Coordinating with the travel agents and updating the room allotment. 11.Preparing daily reports: Sales Report, Cancellation Report, Complimentary & House Report, In House Report, Pick up Report (Morning Reports) and Daily Budget Report (for the current month and 2 months in advance) which indicates daily pick up of the rooms & beds (sold and available) and actual budget (in comparison with forecast budget).

1. Processing reservations by e-mail, telephone, central reservation systems referral (Booking.com, Expedia.com, Octogo.ru, etc.) as well as from the Sales Office and travel agents. 2. Knowing the type of rooms available as well as their location and layout, rates, and benefits of all packages plans. 3. Preparing letters of confirmation. Communicating reservation information to the Front Desk. 4. Processing advance deposits on reservations. 5. Promoting goodwill by beings courteous, friendly, and helpful to guests, managers, and fellow employees. 6. Getting information about areas of interest in order to target more clients in particular seasons.

1. Processing reservations by e-mail, telephone, central reservation systems referral (Booking.com, Expedia.com, Octogo.ru, etc.), adding them to PMS Opera. 2. Processing reservations from Sales Department and Travel Agents. 3. Knowing the type of rooms available as well as their location and layout, rates, and benefits of all packages plans. 4. Preparing letters of confirmation. Communicating reservation information to the Front Desk. Processing advance deposits on reservations. 5. Promoting goodwill by beings courteous, friendly, and helpful to guests, managers, and fellow employees. 6. Getting information about areas of interest in order to target more clients in particular seasons.

1. Greeting guests (The Russian Grand Prix Formula 1 in Sochi) warmly and making sure they are comfortable. 2. Completing procedures when guests arrive and leave (checking in/out). 3. Choosing rooms and handing out keys. 4. Preparing bills and taking payments by cash, credit cards, cheques. etc. 5. Taking and passing on messages to guests as well as to housekeeping. 6. Dealing with special requests from guests (like booking Formula 1 tickets). 7. Answering questions about what the hotel offers and the surrounding area. 8. Dealing with complaints or problems, resolving (or avoiding) conflicts.

1. Checking-in/checking-out hotel guests (XXII Olympic Winter Games and XI Paralympic Winter Games) courteously and efficiently. 2. Processing all payments according to established hotel requirements. 3. Overseeing general operation of the hotel when the Director of Rooms or Front Desk Manager is not present. 4. Participating in the managing, overseeing and training the Front desk personnel. 5. Leading international team of 8 persons. 6. Doing daily check of the previous day's work, i.e. posting, deposits, cash reports. 7. Preparing a schedule for Front Desk personnel.

1. Dealing with bookings by phone, e-mail, fax or face-to-face. 2. Completing procedures when guests arrive and leave. 3. Preparing bills and taking payments. 4. Administering all reservations, cancellations and no-shows, in line with hotel policy. 5. Keeping up to date with current promotions and hotel pricing, to provide information to guests, on request. 6. Providing reports, as required, for housekeepers and management. 7. Assisting in keeping the hotel reception area clean and tidy.

1. Greeting customers, ringing up purchases, and answering questions about products and merchandise. 2. Assisting in preparing food and drink orders. 3. Cleaning and organizing work space, printing receipts, and taking inventory. 4. Working with cash registers, computers, hot plates, and other kitchen-related appliances.

Менеджер, Экономика и управление на предприятии (туризм и гостиничное хозяйство)

Russian State Social University, The Art of Being a Business Couch

Lobster, Ink, GHA Course

Lobster, Ink, DISCOVERY Loaylty Programme