Sabina Yerkinova
Almaty,
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
Work History
Service Experience Manager
Ibis Sydney Barangaroo
12.2022 - 06.2023
- Worked closely with the General Manager to implement new strategies to increase overall performance of the hotel and to achieve budgeted financial goals
- Managed daily hotel operations of Front Office, Food & Beverage and Housekeeping departments
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Completed weekly rostering and managed all payroll related matters for approximately 30 employees
- Identified areas for improvement in the customer journey, implementing targeted solutions for increased satisfaction levels
- Developed strong relationships with clients, leading to increased loyalty and repeat business
Assistant Front Office Manager
The Star Grand Hotel & Residences
12.2021 - 12.2022
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees
- Managed room inventory to optimize revenue opportunities during high-demand periods
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed
- Responded to emergency situations and handled guest's questions and guest's complaints
- Motivated and mentored team members to ensure the highest degree of guest satisfaction
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards
Hotel Duty Manager
Meriton Suites Sussex Street
05.2021 - 12.2021
- Guaranteed timely check-ins and check-outs by implementing efficient front desk processes and procedures
- Ensured proper cash handling procedures were followed by front desk personnel, reducing discrepancies in end-of-day reports significantly over time
- Addressed employee concerns proactively through open communication channels, fostering a positive work environment within the hotel team
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours
- Handled emergency situations calmly and professionally, prioritizing guest safety at all times
- Reduced guest complaints by ensuring strict adherence to hotel policies and procedures
Front Office Supervisor
Pullman Sydney Airport
04.2019 - 05.2021
- Received cross-training for an Assistant Manager and Night Manager
- Developed and implemented new Standard Operating Procedures (SOPs) and Training Manual for Front Office operations
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs
Front Office All Rounder
Pullman Quay Grand Sydney Harbour
04.2018 - 04.2019
- Received cross-training for a Reservation Sales Agent
- Identified and explained room features to guests, supplied guests with directions and information regarding property amenities and services
- Coordinated and managed guest requests, and provided concierge assistance
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality
Front Office All Rounder
Pullman & Mercure King George Square
04.2017 - 10.2017
- Received cross-training for a Night Auditor
- Used various computer applications to launch and complete the auditing process
- Responded and took action on guest complaints and problems
- Assisted management with administrative tasks such as data entry, filing, and report generation as required
Banquet Server
Pullman & Mercure Melbourne Albert Park
04.2016 - 10.2016
- Served appetizers, delivered entrees, and refilled beverages for banquet guests
- Managed multiple tasks simultaneously while maintaining composure under pressure in fast-paced banquet environments
- Set up banquet tables and chairs based on event requirements
- Demonstrated exceptional teamwork by collaborating with fellow servers to maintain a smooth flow of service during large-scale events
Education
Master of Business Management -
University of Western Sydney
Bachelor of International Hotel Management -
Blue Mountains Hotel Management School
Skills
- Customer Relationship Management
- Recruiting and Hiring
- Policy and Procedure Implementation
- Negotiation and Conflict Resolution
- Complex Problems Analysis
- Business Strategy Development
- Quality Assurance and Control
- Time Management
Timeline
Service Experience Manager
Ibis Sydney Barangaroo
12.2022 - 06.2023
Assistant Front Office Manager
The Star Grand Hotel & Residences
12.2021 - 12.2022
Hotel Duty Manager
Meriton Suites Sussex Street
05.2021 - 12.2021
Front Office Supervisor
Pullman Sydney Airport
04.2019 - 05.2021
Front Office All Rounder
Pullman Quay Grand Sydney Harbour
04.2018 - 04.2019
Front Office All Rounder
Pullman & Mercure King George Square
04.2017 - 10.2017
Banquet Server
Pullman & Mercure Melbourne Albert Park
04.2016 - 10.2016
Master of Business Management -
University of Western Sydney
Bachelor of International Hotel Management -
Blue Mountains Hotel Management School
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