Elvina's Resume

Elvina

Guest Experience & Guest Relations Specialist

Female

27 y/o

Consulting hotline customer service/Telephone customer service/Customer Service Specialist/Etiquette and reception staff/Hotel reception

Live in Russia

Nationality Russia

Summary

Dedicated Customer Service professional with over 2 years of experience in high-end Hospitality and Travel Management. Proven track record of managing Booking Systems and CRM Software to streamline reservation data and enhance client experiences. Expert in Multilingual communication and Microsoft Office, committed to providing high-quality support and Facilitating seamless guest journeys.

Work experience

Guest Experience & Guest Relations Specialist
LIU RESORTS
2025.08-Current
(a year)
• Facilitate the complete guest journey from pre-arrival through post-departure using CRM Software and internal Booking Systems to ensure high Customer Retention. • Coordinate airport transfers, special events, and personalized amenities while performing accurate Data Entry for guest preferences and scheduling. • Resolve complex guest complaints and Facilitate service recovery techniques to maintain the highest levels of Customer Service. • Manage reservation data and prepare detailed reports using PMS Veboni, Microsoft Office, and Microsoft Teams to streamline inquiry response times. • Support VIP guests and influencers by providing high-quality customer support and identified opportunities for upselling luxury services.
English Tutor
Independent Travel
2024.11-2025.08
(10 months)
• Delivered specialized English lessons focusing on Travel Management and professional Hospitality communication for international clients. • Supported clients in mastering Booking Systems terminology and customer inquiry response strategies. • Managed student progress data and lesson scheduling using Microsoft Office tools for efficient administrative tracking. • Facilitated cross-cultural communication training to improve client interactions within the global travel industry.
Guest Relations Officer
BARUT
2023.04-2024.11
(2 years)
• Managed à la carte reservations and Facilitated personalized guest requests through precise Data Entry in PMS Sedna Booking Systems. • Resolved guest complaints through effective coordination with operational departments and supported high-quality Customer Service standards. • Utilized Multilingual skills to translate between international guests and hotel departments, ensuring seamless communication and service. • Prepared daily operational reports and maintained CRM Software records to track guest preferences and drive Customer Retention.