Anna Teplova Email & Phone Number

Qatar

Doha, Qatar

Maldives

Vietnam

Responsible for planning and management of Front Office operations.Create job descriptions and SOPs, set goals and expectations for the team of 50 heartist, lead people and manage processes. Implement ACCOR ALLSAFE SOPs for Front Office team. To ensure guest satisfaction and turn complaining guests to loyal, repeat guests. Ensure that Loyalty program SOPs is consistently followed, and targetsachieved. Recruitment, hiring, performance review and team development. Training plan development, including pre-opening trainings and induction plan for new employees. To lead monthly communication meetings and daily briefings. Closely coordinate with Revenue and Reservations team in order to increase rooms revenue and save costs during pandemic period. To check villas/ rooms prior to VIP guest arrival, to meet VIP guests and keep close relationship with them to ensure satisfaction.

Vietnam

Mũi Né, Binh Thuan, Vietnam

Russian Federation

• Responsible for assisting with the planning and managing of the operations of the hotel• Responsible to achieve customer satisfaction and high-quality service whilst meeting and exceeding financial goal• To ensure the smooth delivery of services daily, plan and provide trainings to meet business requirements as well as company objectives• Analyze actual performance against standards in order to reach KPIs and achieve goals• Performing tasks related to mystery guest assessments, including reports, analysis, follow up and recognition• To reply Guest Reviews, Post Stay Surveys, or any kind of feedback on behalf of General Manager• Conduct regular operations meeting with all the Department Heads to discuss operational matters, guest feedback and action taken for service recovery as well as any staff issues• Be on available on call 24 hours a day to resolve any urgent problems on emergencies• To keep very close relations with all VIP guests and responds accordingly to all their needs and demandsAchievements: - Global Review Index increased from 83% (average January to March) to 95% (average April to October)- Guest Satisfaction Score increased from 4,5 to 4,8- Achieved NPS of 86% (target is 84%)

Liwa, Abu Dhabi Emirate, United Arab Emirates

To ensure a smooth and efficient running of the hotel operation especially the front Office department in conjunction with the Front Office Manager. Overlooking at the areas of reception, butler services, concierge, bellmen, valet operations and telephone operator team. Monitor Guest Satisfaction, Upselling and Revinate reports and implement actions to improve results. Making sure that we comply with the regulations of Abu Dhabi Municipality and CID requirements for hotel guests and visitors.

United Arab Emirates

To supervise operations in Executive Club. To ensure guest satisfactionfrom the point of arrival, through entire stay and upon departure. Tohandle rooms allocation, group stay and invoice preparation. To driveupselling results. Responsible to achieve departmental KPIs based onCustomer Satisfaction Index. Identification of training needs withindepartment and creating training calendar. To educate, inform andprovide trainings to Club Lounges Colleagues. To handle guestcomplaints promptly and effectively, record and ensure complaint isresolved.Departmental Trainer responsibilitiesTo prepare training plans for all new joiners in Front Office and tomonitor that training plan is being followed and completed. To monitorand analyze training needs for Front Office department based onguest feedbacks, Tripadvisor comments and Guest Survey as well byobserving team members daily duties. To prepare and conduct groupsand individual trainings for Front Office Team as well as to monitor howtraining conducted by another Job Coaches. To assign team membersfor trainings provided by L&D team and to monitor attendance. Tosubmit all required documentation to Learning and Developmentdepartment monthly and to monitor that all team members havereceived 8 hours of trainings per month. To monitor and beingresponsible for Front Office team to close all appraisals before deadlineas well as to do appraisals for assigned team members. To assist FrontOffice Manager with quarterly KPIs evaluation and planning.Responsible for KPIs achievement by providing necessary support andtraining to team members

Dubai, United Arab Emirates

Prague, The Capital, Czech Republic

Prague, The Capital, Czech Republic

Miami, Florida, Usa

Prague, The Capital, Czech Republic

Project Management

Education record

Certificate, Czech Language Course