Silvia Kostadinova

Communicative, observant, and analytical thinker with 12 years of experience partnering with different companies to provide real solutions to improve their services, policies, and legislation. Helpful, self-motivated individual who is dedicated and enthusiastic about the working environment. I possess excellent interpersonal skills, I can create business reports, training materials, and individual group coaching content with people on all levels and enjoy helping others.

I am committed to driving continuous improvements in customer service and management operations and can work on my initiative and in a team environment. My strong customer service communication skills have enabled me to build positive relationships with customers and colleagues, which has resulted in returning customers and increased sales. I am currently looking to join a new team and start my career in administration, where I can use my transferrable skills and make a positive difference to a company.

Seeking a position that will ultimate my management and customer service experience.

Housekeeping Supervisor/ Head Housekeeper - Grand Sapphire Hotel - South Croydon

(2024-07)

• Supervising staff- training and supervising the housekeeping team, including laundry assistants
• Assigning tasks-preparing schedules and assigning duties to staff
• Maintaining inventory- keeping an inventory of cleaning supplies and checking it regularly
• Inspecting rooms-inspecting rooms and common areas to ensure they are clean and meet the hotel's standards
• Reporting to management-reporting to hotel management about the team's work
• Ensuring standards are met-ensuring that housekeeping departmental standards are followed
• Communicating-having excellent communication and interpersonal skills
• Organising-having strong organizational abilities
• Delegating-having leadership capabilities with talent for delegating tasks to capable staff
• Conduct performance reviews and evaluations-write holistic and accurate reviews, to improve performance and drive high achievement for the employees.

Housekeeping property supervisor - Property by capital - London

(2024-03 - 2024-06)

• Running of the property on behalf of the manager
• Coordinating and undertaking day-to-day administration
• Maintains a safe and healthy work environment by establishing organization standards.
• Oversee employee's performances, provide guidance, and support, and identify development needs.
• Managing relationships between staff and the organization so that each is successful.
• Providing the company with daily reports and feedback on what needs improvement.

Housekeeping Team Leader Supervisor - Park Plaza Battersea Art Hotel - London

(2023-06 - 2024-02)

• Plans, monitors, and appraises job results.
• Conducts training.
• Implements and enforces systems, policies, and procedures.
• Maintains a safe and healthy environment by establishing and enforcing organisational standards.

Housekeeping Team Leader Supervisor - Park Plaza Westminster Hotel - London

(2022-09 - 2023-06)

• Supervising the daily activities of the room attendants
• Inspecting hotel guest standards rooms
• Write Daily reports
• Problem – Solving
• Assist in Training employees
• Being responsible for managing team services

Housekeeping Trainer - Park Plaza Westminster Hotel - London

(2022-07 - 2022-09)

• Responsible for training new housekeeping Stuff
• Establishment their work
• Oversee staff performance
• Providing feedback and constructive criticism
• Managed the replenishment of stock.

Waitress (redundancy due to COVID-19) - Grab & Go Limited – Croydon Council

(2020-03 - 2020-03)

• Provided excellent customer service and served customers in a friendly and warm manner.
• Accurately processed customers' payments and transactions.
• Set up the canteen i.e., put out tables and chairs, and nicely displayed food items.
• Made hot and cold beverages and served hot food.
• Cleaned all work surfaces, tables, and floors to ensure the canteen was tidy and presentable.
• Always adhered to Health & Safety and Food Hygiene policies.

Career break

(2018-10 - 2020-03)

I took a career break to study a Hair and Beauty course at Croydon College. During this time, I also worked temporarily in catering alongside my studies.

Waitress - Galaxy Café

(2018-02 - 2018-09)

• Greeted customers in a welcoming and polite manner.
• Accurately took customers' orders and served food and beverages.
• Provided excellent front-house customer service.
• Ensured the restaurant was well presented by setting up linens, silverware, and glasses, and preparing tables.
• Accurately processed payments.
• Cleared tables and ensured tables were clean for new customers.
• Trained new staff and suggested menu recommendations.

Housekeeper - Bright and Beautiful

(2018-01 - 2018-02)

• Ensured all rooms were clean, met high-quality standards and ready for inspection.
• Thoroughly swept and mopped floors and dusted and polished surfaces.
• Cleaned all windows and public areas.
• Always adhered to Health & safety regulations.
• Closely worked in a team to ensure set tasks were complete.

Cleaning Supervisor - Marron

(2017-09 - 2017-12)

• Supervised a team of Housekeepers and trained staff on cleanliness, tidiness, and hygiene standards.
• Supported staff with their learning.
• Managed the rota and scheduled shifts.
• Checked the cleanliness of rooms and common areas, including stairways and lounge areas.
• Handled all customers' inquiries and complaints.
• Managed the replenishment of stock.

Room Attendant - Hotel Aquamarine

(2017-05 - 2017-09)

• Ensured hotel rooms and floors were tidy and presentable.
• Changed bed linens, and towels, and made beds to a high-quality standard.
• Vacuumed floors and cleaned bathrooms.
• Dusted and polished furniture and surfaces.
• Replaced stocks of guest supplies and re-stocked beverages in the mini bar.

Waitress - Park View Café

(2016-07 - 2016-09)

• Greeted customers in a welcoming and friendly manner.
• Accurately took customers' orders and delivered their food and beverages.
• Provided excellent front-house customer service.

Customer Service Assistant - Bull and Bush Hotel

(2014-09 - 2016-02)

• Greeted and welcomed customers.
• Answered customers' enquiries by phone, email, web chat, and face-to-face.
• Provided cost quotes and confirmed product availability.
• Processed payments.
• Handled customers' complaints and accurately recorded messages.
• Inputted customer details into the internal database.

Beauty Consultant - Beauty Star

(2013-03 - 2014-09)

• Listened to and understood customers' needs and concerns and offered beauty advice.
• Recommended beauty products to meet customers' needs and gave makeovers.
• Promoted and demonstrated cosmetics and fragrances.
• Kept up to date with new products and brands.
• Monitored stock levels and pre-ordered items.
• Handled visual merchandising and nicely displayed specific beauty products.
• Promoted various in-store events.

Level 5 & 4 - Human Resource Management (2022 - 2023)

Digital Transformation - International Business Management Institute (2023 - 2023)

HR Analysts- Harnessing HR Data for Organizational Success (2023 - 2023)

Level 1 & 2 - Equality & Diversity (2022 - 2022)

Level 1 & 2 - Principles of Business Administration - Strive Training (2021 - 2022)

Level 2 - Retail - Strive Training (2021 - 2021)

Level 1 - Customer Service - Alison Courses (2020 - 2020)

Girls meet Brush: Mastering Natural to Glam, Professional Make-up Master Class - Croydon College (2020 - 2020)

Level 1 - English - Croydon College (2018 - 2019)

Level 1 - Hair and Beauty - Croydon College (2018 - 2019)

Entry Level 3 - Lessoco English - Lewisham College (2017 - 2017)

Level 2 - English for Speakers of Other Languages (ESOL) - Lewisham College (2015 - 2015)