Tatiana Sayfutdinova

Guest Relations Manager\Quality ManagerFull Time

• Job Details:• Ensure a high level of internal and external customer service. • Investigate (and correct) customer issues and complaints relating to quality. • Draft quality assurance policies and procedures • Supervise workers engaged in inspection and testing activities to ensure high productivity and high technical integrity. • Develop and analyse statistical data • Create, document and implement inspection criteria and procedures. • Document internal audits and other quality assurance activities • Investigate customer complaints and non-conformance issues • Identify training needs and organize training interventions to meet quality standards • Quality inspection, auditing and testing experience (CRISTAL)

Guest Relations ManagerFull Time

• Job Details:• Preparing the hotel for the opening with all documents, • Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to (15 people: welcoming girls, Lobby GR, GR Officers, GR admin) • Hosting VIP guests (ambassadors, ministers, actresses and etc.) • Working with VIP events • VIP orientations • Preparing weekly reports about guests’ surveys, online surveys, monthly reports, • Responsible for web site (sales/marketing; trip advisor, top hotels, Market Metrix – system of Rixos hotels) • Preparing all reports to the Hotel Manager as reported to him • Ensure and provide flawless, upscale, professional and high class guest service experiences • Analyse customer feedback and provide strategic direction to continuously improve overall rating • Oversee and coordinate all arrivals and departures of special guests • Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery • Promote all amenities, conveniences and programs offered • Appraise team’s performance and produce reports

Guest Relations ManagerFull Time

• Job Details:• Anticipating and responding to the guests needs, • Listening to and resolving complaints and providing excellent customer service throughout the guests stay • Analysing customer feedback • Manage special requests for customers including restaurant reservations, limousine services and car rentals. • Address guest inquiries and concerns in a timely and professional manner. • Attending monthly quality meetings & briefings • Welcoming and escorting VIP guests • Responsible for web site (sales/marketing; trip advisor, top hotels) • VIP orientations • Photo/video shootings • Replaced Duty Manager I have started my caree in Savoy as Guest Relations Officer then I have been promoted few times.