Experience

• 

  Riviera on podol, boutique - hotel

  Mar 2007 - Feb 2009

  Food and beverage supervisor
• 

  Intercontinental kyiv

  Feb 2009 - Feb 2015

  Food and beverage outlets manager

  Assisted in pre-opening operations as an Assistant Restaurant Manager for an All Day Dining restaurant.Promoted to F&B Outlets Manager in 2011, overseeing daily operations of multiple outlets including All Day Dining, In-Room Dining, and Club Lounge.Managed F&B outlets during the Euro 2012 football championship, organizing service for state events and international delegations.Conducted "Selling the Art" training for 60 F&B team members as a certified trainer by IHG Academy, receiving recognition from Hotel Management in 2011.Earned Best Breakfast recognition in the EMEA region for 8 consecutive months in 2010 and achieved top 3 ranking for Club Lounge in the EMEA region in 2011 based on Guest satisfaction survey Show less

• 

  The ritz-carlton, bahrain

  Feb 2015 - Feb 2017

  Restaurant manager, all day dining

  Managed all operations of a 250-seat All Day Dining restaurant, ensuring adherence to The Ritz Carlton gold standards for exceptional guest service and satisfaction.Oversaw financial aspects, including budgeting, monthly and yearly P&L reports analysis, and implemented cost-saving measures.Introduced innovative ideas and marketing strategies to boost sales and revenue for the outlet.Identified educational needs and organized comprehensive on-the-job and off-the-job training in collaboration with the HR department.Personally engaged with guests to gather feedback on food, beverage quality, service, and overall satisfaction, handling complaints effectively and developing action plans for continuous improvement. Show less

• 

  The ritz-carlton, astana

  Feb 2017 - Dec 2017

  Assistant to director of restaurants

  Led team of 30 dedicated staff members in the Lobby Lounge and Bar for the grand opening of a hotel during pre-opening preparations.Contributed to F&B employee recruitment, training, and development in alignment with The Ritz Carlton gold standards and brand expectations.Successfully organized and executed state events for World leaders, Royal families, and International delegations during the International EXPO exhibition in Summer 2017.Achieved top 3 performance within Marriott International luxury hotels in the region based on Guest satisfaction surveys within the first 3 months of Hotel operation.Earned a remarkable 94% score during the inaugural brand standard audit "Mystery Guest" in 2017 for The Lobby Lounge and Bar. Show less

• 

  Warsaw marriott hotel

  Feb 2018 - Oct 2018

  Food&beverage director
• 

  Medical network "dobrobut"​

  Oct 2018 - Nov 2021

  Customer experience director

  Established a Department of Customer Experience and led the development of Customer Service and Customer Experience strategies within the company.Developed and implemented Patient Service standards and complaint handling procedures, ensuring high-quality care delivery.Managed Customer satisfaction surveys and "Mystery Patient audits" to continually improve service standards.Organized Patient care support and digital monitoring systems during the challenging times of the COVID-19 pandemic.Launched the Service and Communications School for doctors, nurses, and administrative colleagues, achieving an average of 87% positive feedback based on Patient CX surveys from 2019 to 2021. Show less

• 

  Radisson blu hotel & spa, limerick

  Mar 2022 - Jul 2023

  Training and development manager
• 

  Aesthetics&beauty centre (collaboration with “med&skin” an der oper)

  Feb 2023 - Mar 2024

  Head of customer wellness experience

  Developed and executed a comprehensive customer experience strategy aligned with the project's goals and values.Analyzed customer feedback, market trends, and competitive insights to identify opportunities for improvement.Served as the primary advocate for customers within the organization, advocating for their needs and preferences in all decision-making processes.Implemented successful monthly events such as brunch-lecture with doctors to promote and attract customers.

• 

  Intercontinental abu dhabi

  Jun 2024 - now

  Head of wellness and marina department

  Overlooking the Health Club, Recreation, Marina and Spa operation.