Vera Tkachenko Email & Phone Number

Hong Kong, Hong Kong Sar

Hong Kong Sar

Hangzhou

Hangzhou, Zhejiang, China

Main duties and responsibilities: • Leading daily bar operations to deliver unrivaled guest experience, with a focus on VIP and high spending customers service • Planning monthly theme party which secured an average night revenue of 130.000 RMB

Ханчжоу, Чжэцзян, Китай

Main projects and achievements: • Launched individually served afternoon tea concept - "Park Delights", which increased monthly revenue by 120.000 RMB and beverage revenue by 210%• Improved 大众点评 total score by 0,43 points and increased total amount of positive online guests comments• Achieved monthly revenue record of over 1.020.000 RMB (08.2020)• Achieved daily revenue record of over 270.000 RMB (17.09.2020)

Hangzhou, Zhejiang, China

• Rotation through main F&B outlets: Living Room, Forty8 Restaurant, and Forty8 Bar• Acted as Living Room AM during the pandemic period and achieved revenue recovery rate of 83% in May compared to 2019

Yinchuan, Ningxia, China

Hyatt Place Hyatt House Yinchuan Dayecheng is a dual-branded property with 203 spacious guest rooms of HP and 103 kitchen studios of HH, western and Chinese cuisines restaurants, 920 sqm of banquet facilities, bar, and market. During MT program I was exposed to different Operational departments to get additional training and understanding of work procedures as well as improve communication between departments. Later I continued my training by taking management responsibilities as AFBM. My main accomplishments and responsibilities during MT program: • ensured compliance of operational departments with SOP through continuous training and investigation; • provided intense 2-month training to 20 restaurant staff which helped them to develop skills in solving operational problems independently; • directed the activities of the F&B department through delegation of responsibilities and assignment of daily/monthly goals and duties; • raised customer satisfaction of F&B outlets, surpassed NPS goals by 25%, and increased amount of positive guests comments; • improved VIPs and regular guests recognition among associates by analysing and recording of guests key habits (monthly GEM notes increased from 15% to 98%); • created promotional content for WeChat such as SM posts, menu cards, video, photo.

Austria

Park Hyatt Vienna is an elegant luxurious hotel with 143 guest rooms, five dining outlets and spa, located in the heart of the city in the former bank building. Due to my academic academic excellence and professional experience I was provided with the unique opportunity to participate in the Mentoring program of Modul University Vienna and explore Marketing Communications Department of Park Hyatt Vienna as the Mentee. Participation in Mentoring program provided me with the opportunity to work with Management team and learn firsthand from their professional experience and knowledge how strategical and everyday operational decisions are made. Furthermore, I have a chance to attend management meetings, participate in various events with the intention of developing my leadership potential, interpersonal and communication skills and understanding of Park Hyatt brand culture.Main projects I worked on: • Identifying social influencers and potential brand ambassadors for future collaboration• Validation of marketing efforts by monitoring the partnership results with influencers and press media• Creating the project “PR and Marketing – like we have never seen before” aimed at the attraction of young hoteliers into PR profession

Krasnodar Territory, Russian Federation

Kempinski Grand Hotel Gelendzhik is a Resort and Spa hotel with 379 guest rooms, four F&B outlets, located on the Black Sea coast. Front DeskMy main accomplishments during the internship were: • I performed all responsibilities of a Receptionist in a 5-star property• I exceeded Upsell plan by 10%• I executed 50-70 check-in/check-out per day• I trained Concierge division in Opera PMS masteringSkills: • High stress-resistance• Peer training• Conflicts management and prevention• Good problem-solving

Vienna, Austria

Grand Hotel Vienna is a 5-start refined luxury property with 259 guest rooms, six F&B outlets, and Spa. Grand Hotel is owned and operated by JJW Hotels & Resorts, international private company, which operates midscale and luxury hotels and resorts throughout Europe and the Middle East. Moreover, Grand Hotel is a part of Leading Hotels of the World consortium. Front DeskMy main responsibilities were:• Performed all responsibilities of a Receptionist in the Leading Hotels of the World property• Focused on Russian-related clientele by addressing their inquiries and complaints• Provided support to sales & marketing department team in building the relationship with Russian companies• Executed duties of Concierge and Reservation departments•Controlled bills and paymastersSkills: • Fast learner• Attentive to details• Efficiently handle of the complaints• Anticipate and exceed guests' expectations