Katerina Zaichenko

Front Desk Supervisor

Talent

Whistler, Squamish-Lillooet Regional DistrictMember since June 6, 2024

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About

I am a talented and motivated hospitality professional with experience in Reception and Front-of-house operations of luxury hotel properties.

I have experience in the management of the day-to-day operations of a luxury hotel.

I am a creative, analytical, and enthusiastic worker. I am enthusiastic about triumphing over my next challenge. I am capable of securing excellent relations with multiple departments within a business, dealing effectively with stress-inducing situations, and listening to and negotiating with guest and staff complaints.

I speak English, Ukrainian and Russian fluently.

Experience

Front Desk Supervisor – (full-time)

Fairmont Chateau Whistler, Whistler, British Columbia, Canada

4-star luxury ski resort in the Fitzsimmons Range of the Pacific Range of Coast Mountains

Oct. 2023 - currently

Supervised and monitored the daily activities of colleagues and guests.
Proficient in Opera Cloud, Kipsu, Saflock, and Royal Service Manager software.
Proficient in ALL Accor loyalty programs, portals, enrollments and products.
Worked closely with the Royal Service, Guest Services, Reservations, Housekeeping, and Food and Beverage departments to ensure seamless service.
Ensured the arrival and departure experience of all guests.
Led and trained the Front Desk team regarding their responsibilities and product knowledge.
Took responsibility for department stock inventory.
Followed up with guests regarding outstanding payments after they departed from the hotel.
Covered as Night Manager and Night Auditor during colleagues’ vacations and sickness leave.

Duty Manager / Guest Services Manager – (full time)

Hotel AMANO Covent Garden, AMANO Group, London, United Kingdom

4-star luxury boutique hotel in central London

Sep. 2022 – Sep. 2023

Supervised and trained front desk staff in their responsibilities and product knowledge.
Improved staff performance through training, diligence, and empathetic problem-solving methods.
Consulted with the sales, meetings, events, bar, housekeeping, maintenance, restaurant, and marketing teams.
Resolved staff and guest conflicts in person and via email professionally and courteously.
Managed and updated a complaints log and presented it to the General Manager during daily staff meetings.
Took responsibility for guest billing and settling payment disputes.
Covered reception agents and oversaw tasks as needed, including bookings, check-ins, answering phones, and responding to emails.
I became proficient in Apaleo, Flexkeeping, and Visionline hospitality software and the extranet features of Booking.com, Expedia, and TripAdvisor.
Responded to positive and negative guest reviews of the property and its outlets.
Conducted security walks and other security measures to ensure the property was safe.
Arranged for emergency services during high-risk situations.
Covered night shift management of the hotel during sickness or annual leave of colleagues.
Attended first aid training and currently hold a licence from HUSAK for being a first aider.

Carvery Assistant – (part-time)

Pemberton’s Carvery, Ramside Hall, Durham, United Kingdom

4-star luxury golf and spa hotel in County Durham

Aug. 2021 – Feb. 2022

Responsible for the cash register and for cashing up at the end of the shift.
Customer service in a food and beverage outlet.
Excellent barista skills and experience.

Guest Relations Agent / Switchboard Operator - (full time)

The Kensington Hotel, Doyle Collection, London, United Kingdom

5-star luxury boutique hotel in central London

Aug. 2019 – Aug. 2020

Provided customer service for guests.
Operated the switchboard phone with excellent telephone etiquette.
Promoted hotel products, including rooms, food & beverage outlets, loyalty programs and experiences.
Coordinated the service of housekeepers, maintenance and in-room dining.
Organised room, restaurant, and bar call-in bookings.
Arranged the amenities for VIP guests.
Assisted the Duty Manager in administrative tasks.

Marketing Assistant - (part-time)

We are Pentagon Inc., London, United Kingdom

E-commerce company providing B2B services and products.

Jun. 2015 – Dec. 2015

Assisted in market research for leading marketplace providers such as BMW, Toshiba, Sports Direct and Dyson.
Managed social media platforms.
Updated the Twitter feed of the company.
Assisted in administrative tasks.

Merchandiser, Honey-Maker, and Apiarist - (part-time)

Honey Bee Suppliers, County of Oxfordshire, United Kingdom

Commercial beekeeping businesses produce honey, queens, and other honey-assorted products.

Jul. 2015 – Jul. 2022

Assisted in the husbandry of bee colonies.
Operated machinery for honey extraction and participated in the labour of packaging and promotion.
Sold products at local farmer markets, generating good profits.
Provided excellent customer service for customers.
Ensured the comfort and productivity of a diverse team of apiarists.