Assem Baisariyeva

Dynamic and customer-focused Guest Relations Agent with a proven track record in enhancing guest experiences and ensuring satisfaction in high-paced environments. Strong background in accounting and financial management, equipped with a keen eye for detail and accuracy in financial reporting and analysis. Exceptional interpersonal skills, adept at building rapport with diverse clientele and addressing their needs effectively to foster loyalty and retention.

Proficient in utilizing financial software and tools to streamline processes, manage budgets, and support financial decision-making. Bilingual communicator, skilled in engaging with guests from various backgrounds, enhancing their overall experience and resolving any issues promptly. Committed to continuous improvement and professional development, eager to leverage expertise to contribute to a thriving team and organization.

Spa receptionist - Hilton Dalaman Sarigerme Spa & Resort

(2021-04 - 2026-05)

• Provided exceptional customer service by greeting clients promptly and professionally, ensuring a welcoming atmosphere.
• Managed appointment scheduling using spa management software, optimizing therapists' schedules and minimizing conflicts.
• Handled payment transactions efficiently, processing cash, credit, and gift card payments while maintaining accurate records.

Spa team leader - Letoonia Club Resort

(2021-05 - 2022-10)

• Managed day-to-day spa operations, ensuring all services met high standards of quality and customer satisfaction.
• Developed and implemented customer service protocols, resulting in a 25% increase in positive client feedback and repeat business.
• Organized staff schedules and coordinated appointments, optimizing resource allocation and enhancing overall efficiency.
• Collaborated with the marketing team to create and promote spa packages, contributing to a 30% increase in sales during promotional periods.

Wellness Experience Agent - Atlantis the Palm

(2022-11 - 2024-05)

• Provided exceptional customer service by assisting clients with wellness program inquiries and bookings, ensuring a positive experience.
• Collaborated with wellness professionals to design personalized wellness plans tailored to individual client needs and goals.
• Conducted follow-up calls and surveys to gather feedback and assess client satisfaction, making necessary adjustments to improve services.
• Assisted in the organization and execution of wellness workshops and events, promoting overall health and well-being within the community.
• Utilized SPAsoft and Opera software to manage client relationships and streamline communication, enhancing overall efficiency.

Guest relations Agent - SVN Wellness

(2024-06)

• Maintained accurate records of guest interactions and feedback, contributing to continuous improvement in service delivery.
• Coordinated with various resort departments to fulfill guest requests, demonstrating strong teamwork and communication skills.
• Implemented guest loyalty programs to enhance repeat business and foster long-term relationships with clientele.
• Trained and mentored new staff on best practices in guest relations and customer service excellence.
• Handled sensitive guest complaints and concerns with professionalism, utilizing conflict resolution skills to achieve satisfactory outcomes.
• Monitored guest satisfaction levels through surveys and direct feedback, providing management with insights for service enhancements.

Accounting and Audit - Shymkent KazPotrebSoyuz college (2018-09 - 2021-05)