Ruslan Shikhov

Experience

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  Shahdag Mountain Resort - Ministry of Culture and Tourism of Azerbaijan Republic

  Dec 2016 - Mar 2017

  Guest Service Agent

  • Greeted guests warmly and professionally, ensuring a positive first impression• Managed accurate check-ins and check-outs, maintaining high standards of service• Addressed guest concerns promptly and effectively, enhancing overall guest experience

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  InterContinental Hotels Group (IHG®)

  Apr 2017 - Sept 2018

  • Ensured flawless upscale guest service experiences, anticipating and responding promptly to guests' needs and inquiries.• Coordinated arrivals and departures of special guests, managing communication between guests and staff for complete service recovery.• Directed and managed guest relations team to adhere to standards and operating procedures, appraising team performance and producing reports. • Managed guest reservations and check-ins, ensuring a seamless experience from arrival to departure.• Collaborated with housekeeping and maintenance teams to maintain room status and fulfill guest requests promptly.• Handled cashiering tasks, including bill settlement and foreign currency exchange, to enhance guest satisfaction and streamline operations.

  • Guest Relations Coordinator

    Dec 2017 - Sept 2018

  • Guest Service Agent

    Apr 2017 - Dec 2017
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  InterContinental Fujairah Resort

  Sept 2018 - Jan 2019

  Club InterContinental Agent

  • Greeted guests in a friendly manner, learned and used their names, and ensured maximum interaction with Club Intercontinental and V.I.P guests.• Maintained accurate room registrations, performed check-in/check-out procedures, and resolved guest complaints promptly.• Achieved 100% in most bands during a successful Mystery Shopper audit at Club Intercontinental Lounge.

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  Fairmont Baku, Flame Towers

  Mar 2019 - Feb 2021

  • Supervised Receptionists, ensuring tasks completed up to FHR standards and maintained clean Lobby and Reception areas.• Coordinated arrivals and departures, meeting VIP Guests and ensuring their comfort and satisfaction.• Identified training needs for Reception staff and communicated them to the Front Office Training Manager. • Ensured adherence to Fairmont Hotels & Resort service standards, providing prompt and attentive service to Guests and colleagues.• Reviewed reservations and Guest preferences to meet all standards, maintaining a perpetual presence on the Reception Desk.• Actively engaged Guests, identified preferences, and upsold hotel services to generate maximum revenues.

  • Front Office Supervisor, Acting Duty Manager

    Sept 2019 - Feb 2021

  • Front Office Agent

    Mar 2019 - Sept 2019
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  Budapest Marriott Hotel

  Jun 2021 - Mar 2025

  • Managed day-to-day operations to ensure quality service and meet customer expectations.• Supervised staffing levels to achieve guest service and financial objectives.• Developed specific goals and plans to prioritize and organize work efficiently. • Managed property operations during overnight shift, ensuring top-notch hospitality and service.• Represented property management in resolving guest and property-related situations.• Monitored property operations, supported profitability goals, and assisted in human resources activities.

  • Front Desk Manager

    Jul 2022 - Mar 2025

  • Night Front Desk Manager

    Jun 2021 - Jul 2022
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  Dorothea Hotel, Budapest, Autograph Collection

  Nov 2023 - Nov 2023

  Front Office Trainer for Pre-Opening Team

  • Trained Front Office team members on essential skills for the successful opening of Dorothea Hotel in Budapest.• Developed and implemented training programs to ensure seamless operations and exceptional guest experiences.• Collaborated with department heads to identify training needs and tailor programs for individual team members.

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  Dorothea Hotel, Budapest, Autograph Collection

  Mar 2025 - now

  Assistant Front Office Manager