Irina Ivanova
Summary
Dynamic Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
9
9
years of professional experience
Work History
Reservations Manager
Swissotel Estonia OÜ
06.2023 - Current
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of hotel products, services, and facilities.
- Cooperated with partners in solving different guests, reservation or payment issues.
- Monitored rates/ availability and allotments, strengthening partnerships and generating additional revenue streams.
- Operating the technical side of reservations procedures- rate codes/packages configuration, inventory control, open/close sales, etc
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
Member of Board
KÜ Narva Mnt 128
07.2017 - Current
- Apartment building administration, technical monitoring, problem solving, budgeting, billing, other day-to-day operational activities.
Operations Manager
Ülemiste Hotell OÜ
08.2018 - 02.2022
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Front Office Manager
Scharmanto AS/Schlössle Hotel&St.Petersbourg Hotel
09.2015 - 08.2018
- Managing the operations of the Front Office team.
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Developed effective communication channels between departments to improve decision-making process and problem-solving abilities.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Education
Master of Arts - Wellness And Spa Service Design And Management
University of Tartu Pärnu College
Pärnu, Estonia06.2014
Bachelor of Arts - International Tourism Management (Cum Laude)
Estonian-American Business Academy
Tallinn, Estonia06.2012
High School Diploma -
Tallinn High School of Humanities
Tallinn, Estonia06.2009
Skills
- Complex Problem-Solving
- Scheduling and Coordinating
- Training and Development
- Work Planning and Prioritization
- Customer Relationship Management
- Reservations Management
- Time Management
- Computer Skills
- Excellent written and verbal communication skills in Estonian, English and Russian
- Business Leadership
Languages
Russian
Native language
English
Upper intermediate
B2
Estonian
Upper intermediate
B2
Spanish
Beginner
A1
Timeline
Reservations Manager
Swissotel Estonia OÜ
06.2023 - Current
Operations Manager
Ülemiste Hotell OÜ
08.2018 - 02.2022
Member of Board
KÜ Narva Mnt 128
07.2017 - Current
Front Office Manager
Scharmanto AS/Schlössle Hotel&St.Petersbourg Hotel
09.2015 - 08.2018
Master of Arts - Wellness And Spa Service Design And Management
University of Tartu Pärnu College
Bachelor of Arts - International Tourism Management (Cum Laude)
Estonian-American Business Academy
High School Diploma -
Tallinn High School of Humanities
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