Development of relations with suppliers Support and development of internal projects Arrangement of efficiency reports and products presentations

- coordination of agents work/schedule - rotation agents between clients - control of employees efficiency (fulfilment of SLA, service standards, internal company rules and KPI) - dealing with clients / suppliers in complaints solving and optimisation of working procedures

Being Head of quality control department means : - deal with clients complaints, investigate different situations and be an indepenedent and honest expert in every case, provide comments and conclusions - be an interpreter and connector between operations and non-operations colleagues - control numerous reports and give feed back on internal operational employees mistakes - fulfill quality control of mail & phone communications with feedback to personnel

Control of Customers satisfaction level for products/services Following up supply / support contracts Dealing with organisation of Technical Department work Controlling of Customers Support requests / Assigning them to technitians Following up Support requests / Invoicing clients Building company's partnership strategy Formatting user manuals for company products Providing trainings for clients for product special features/usage Participation in sales campaigns (sales calls/meetings/presentations) Dealing with hotel operation system HotSoft (installation/service/support)

Adaptation of back-ofice hotel system Serviator to russian market Russification of Serviator/ participation in developement of interface to PMS together with suppliers of different PMS Dealing with hotel operation system HotSoft Technical support of clients Training clients for system knowledge Installing Hotsoft at client's hotels Formatting program documentation Formatting marketting materials (bookletes, articles for hotel magazines etc.)

Dealing with hotel operation systems OPERA PMS, MICROS; Participating in personnel trainings for OPERA PMS, MICROS; Formatting standards for working with hotel operation systems; Participation in starting up and configuration of central reservation office based on OPERA CRS (OPERA CENTRAL RESERVATION SYSTEM) Controlling system errors and solving hotel's requests on systems improvement.

Formatting standards for hotel personnel (reservation, check-in, cashiering procedures, dealing with reports etc.) & restaurant personnel (banqueting, room service etc.); Training of hotel personnel for service standards; Participating in hotel opening (preparation of working documentation: registration cards, letters of confirmation / cancellation, cashier reports etc.); Participating in business trips to hotels of the chain

Selling of the rooms; Rooms reservation; Check -in and check-out procedures; Solving guests problems; Assignment of the rooms; Registration of guest's visas.

Rooms escorting; Explaining VIP floor facilities; Offering drinks; Serving breakfast; Packing/unpacking guest's luggage; Collecting laundry in the rooms; Assistance the guest in the business center, during conferences; Preparing Lounge for breakfast and after breakfast; Dispensing amenities; Acting as barmen during Happy Hour

Economics in hotel business, Economist-manager in hotel business

Hotel management, Hotel manager

Solution Management Group

HRS