Katerina Zaichenko

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.

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. 

University Degree

Durham University, Durham, United Kingdom.

Bachelor of Arts in Philosophy and Psychology

2019 – 2022

Second Class (Division One) Honours

A-Level Certificate 

North London Collegiate School for Girls, London, United Kingdom.

2016 - 2018

Pre-U Qualifications achieved in Philosophy (A*), English Literature (A), History (A) and Art & Design (A)

GCSEs

Wren Academy, London, United Kingdom.

2011 – 2016

11 General Certificates of Secondary Education achieved in grade band A* to B.