Kurosawa Ana

Results-driven Hospitality and Tourism Professional with extensive international experience in guest relations, tourism operations, front office management, airport services, and customer experience. Demonstrated success in delivering exceptional service to diverse international clientele across Europe, Asia, and the Middle East. Skilled in managing guest interactions, coordinating travel operations, resolving complex customer issues, and ensuring seamless service delivery in fast-paced multicultural environments.

Recognized for strong communication abilities, multilingual fluency, and commitment to service excellence.

TOUR LEADER - Emirates Tour Operator - United Arab Emirates

(2022-09 - 2026-04)

• Led and coordinated international tourist groups across multiple destinations throughout the United Arab Emirates, ensuring smooth execution of travel programs and itineraries.
• Ensured the successful delivery of tour schedules while maintaining exceptional customer satisfaction and adherence to company service standards.
• Provided ongoing assistance, destination guidance, and travel support to guests throughout their stay, addressing individual needs and requests.
• Managed guest concerns, travel disruptions, and service-related issues promptly and professionally to maintain a positive travel experience.
• Promoted cultural awareness by delivering informative destination presentations and sharing insights into local traditions, history, and attractions.

ASSISTANT FRONT OFFICE MANAGER - HILTON GARDEN INN AIRPORT - Bucharest, Romania

(2019-06 - 2020-07)

• Oversaw front desk activities and ensured efficient daily hotel operations while maintaining Hilton's high standards of guest service.
• Managed reservations, guest arrivals, departures, room allocations, and billing procedures to ensure seamless front office operations.
• Maintained exceptional standards of guest service in accordance with Hilton brand requirements and hospitality best practices.
• Handled guest complaints, special requests, and service issues, ensuring timely resolution and a positive guest experience.
• Coordinated closely with housekeeping and operational departments to optimize service delivery and maintain guest satisfaction.
• Supported revenue generation through effective room allocation, reservation management, and upselling of hotel services where appropriate.

TOUR REPRESENTATIVE - AEROTRAVEL LUFTHANSA CITY CENTER - Skiathos Island, Greece

(2018-05 - 2018-09)

• Welcomed and assisted holiday guests from arrival through departure, ensuring a smooth and enjoyable travel experience.
• Conducted welcome meetings and delivered informative presentations to large groups of travelers regarding local services, excursions, and destination information.
• Promoted and sold excursions, car rental services, and additional travel products to enhance customer experiences and generate revenue.
• Responded effectively to emergencies, travel disruptions, accommodation issues, and customer concerns while maintaining high service standards.
• Escorted guests on excursions and organized activities while ensuring their safety, comfort, and overall satisfaction.

INTERNATIONAL TOUR GUIDE - Freelance - Tokyo, Japan

(2018-02 - 2018-05)

• Delivered engaging and informative guided tours for international visitors throughout Tokyo, showcasing major cultural and historical attractions.
• Shared cultural, historical, and destination knowledge in an informative and entertaining manner to enhance visitor experiences.
• Assisted visitors with accommodation recommendations, transportation guidance, and local travel information throughout their stay.
• Ensured guest safety while maintaining tour schedules, managing group activities, and delivering high-quality customer service.
• Contributed ideas for new tour experiences and route improvements based on visitor feedback and emerging travel interests.

GROUND HANDLING AGENT - ROMANIAN AIRPORT SERVICES S.A. - Otopeni, Romania

(2017-05 - 2017-08)

• Assisted passengers throughout check-in, boarding, and arrival processes while ensuring compliance with airport and airline procedures.
• Verified travel documentation, issued boarding passes, and processed passenger baggage in accordance with airline regulations.
• Communicated flight updates, gate changes, and travel information to passengers in a professional and timely manner.
• Ensured compliance with airport security procedures, aviation regulations, and border control requirements.
• Provided assistance to elderly, disabled, and passengers requiring special support to ensure a safe and comfortable travel experience.
• Coordinated boarding activities with flight crews, gate personnel, and airport operations teams to facilitate efficient departures and arrivals.

International Tour Guide - Freelance in Collaboration with Tour Operators - Romania & Japan

(2008-10 - 2017-01)

• Coordinated and guided international tourist groups across Romania and Japan.
• Collaborated with leading tour operators including GTA Japan, JTB Japan, and Atlantic Tours Bucharest.

Receptionist - Prince Residence Hotel 4* - Bucharest, Romania

(2007-10 - 2008-08)

• Managed reservations, check-ins, and check-outs while ensuring a positive guest experience.
• Processed payments, maintained reservation records, and handled guest inquiries.

Project Manager - Aerotravel Lufthansa Business Center - Bucharest, Romania

(2007-03 - 2007-06)

• Developed travel programs and tourism products connecting Romania and Japan.
• Coordinated project activities and supported international tourism initiatives.

Tour Guide - Paralela 45 Travel Agency - Bucharest, Romania

(2005-06 - 2006-06)

• Guided domestic and international tourist groups while ensuring itinerary compliance.
• Coordinated accommodation and transportation arrangements.

Assistant Manager - Nagashima Enterprise - Gunma Province, Japan

(1999-04 - 2007-01)

• Managed customer relations activities and organized private and corporate events.
• Coordinated reservations and maintained excellent client relationships.

Bachelor's Degree - Japanese Language - Hyperion University (2002 - 2005)

Professional Diploma - English Speaker - Institute Irecson (2005 - 2005)

Licensed Tour Guide Certification - Tour Guide - Institute Irecson (2006 - 2006)

Language Studies - Hebrew Language - Ulpan Aleph School (2014 - 2015)

Management Courses - Opera PMS Management - Hilton Hotels (2019 - 2019)