Tatiana Nicolaev
Rome
Summary
Results-driven and highly motivated hospitality professional with extensive experience in guest experience and reservations within a 5-star luxury hotel environment. Skilled in utilizing hospitality management systems and tools to enhance efficiency, accuracy, and overall guest satisfaction. Focused on delivering seamless, personalized service through proactive communication, attention to detail, and teamwork. Recognized for an adaptable and solutions-oriented approach that ensures smooth operations and consistently exceeds guest expectations. Dedicated to continuous professional growth, fostering collaboration, and driving innovation to achieve excellence within the luxury hospitality sector.
Overview
12
12
years of professional experience
Work History
Guest Experience Supervisor
Hotel Eden - Dorchester Collection
08.2022 - Current
- Engage with internal and external cross-functional teams (including the Personal Assistant office and travel agencies) to ensure the delivery of unique and personalized guest experiences.
- Manage pre-arrival communication at the time of booking, ensuring all guest preferences, special requests, and personalized details are accurately captured and communicated across departments.
- Conduct detailed reservations control, verifying accuracy of guest data, rates, and billing information to guarantee smooth arrivals and operational efficiency.
- Facilitate the achievement of hotel standards by coordinating information exchange among key departments and leaders, including F&B, Housekeeping, Concierge, Creative, Revenue, Reservations, and General Management.
- Oversee billing control and reporting, ensuring precision in reservation quality checks and payment execution of transactions up to €150K.
- Serve as Champion Ambassador for NEXUS CRM, managing CRM training and maintenance, developing procedures, and ensuring compliance with data privacy standards.
- Train new team members on behalf of management, focusing on operational procedures and Dorchester Collection’s core values and service standards.
- Prepare and review daily CRM case reports for the General Manager, summarizing guest feedback, complaints, suggestions, and compliments.
- Uphold Dorchester Collection’s high standards by promptly handling and resolving complex, last-minute guest requests and complaints with professionalism and care.
Shift Leader Front Office
Hotel Lunetta
08.2018 - 08.2022
- Hosted guests, oversaw check-in processes, and allocated rooms with meticulous attention to detail and hospitality.
- Managed invoicing, monitored payment tracking, and facilitated accounting processes to ensure precise financial reporting.
- Validated, endorsed, and refreshed reservations, adeptly handling modifications and cancellations to uphold guest satisfaction.
- Utilized Ericsoft Suite 5 to oversee customer data, booking information, and room availability in real time.
- Analyzed occupancy trends and recommended dynamic pricing strategies to enhance revenue and increase occupancy.
- Created customized commercial offers and effectively promoted direct bookings through focused sales strategies.
- Partnered with travel agencies and tour operators, fostering robust commercial relationships and adapting offers according to demand trends.
Head of Reception
Hotel Clarin
09.2013 - 08.2018
- Supervised check-in and check-out operations, guaranteeing a warm and efficient welcome for guests.
- Oversaw direct sales of rooms for both short and long stays while managing bookings via travel agencies, phone channels, email, and fax.
- Streamlined reservation management activities, encompassing organization of arrivals and scheduling updates
- Assigned rooms according to availability and guest preferences, ensuring optimal satisfaction.
- Addressed guest requests promptly, providing personalized service throughout each stay.
- Managed cash handling processes, prepared final accounts, and collected payments while issuing required fiscal documents.
- Streamlined Front Office team operations, enhancing efficiency and service quality standards.
Education
Master's Degree - Economics
State University of Moldova
Chisinau, Moldova06.2006
Bachelor's Degree - Economics
Academy of Economic Studies of Moldova
Chisinau, Moldova06.2004
Skills
- Guest relations
- Reservation management
- Personalised service
- Staff training
- Problem-solving
- Operational excellence
- Performance motivation
- Multitasking Abilities
Additional Information
- Opera PMS
- Nexus
- Unifocus Knowcross
- Microsoft Office Package
- Google Workplace
- StarWeb
- Zucchetti Z-Connect
- MaterialsControl
- Vicas / E - Reg
- PassportScan
Languages
Romanian
Bilingual or Proficient (C2)
Italian
Bilingual or Proficient (C2)
English
Advanced (C1)
Spanish
Upper intermediate (B2)
Russian
Bilingual or Proficient (C2)
German
Intermediate (B1)
Timeline
Guest Experience Supervisor
Hotel Eden - Dorchester Collection
08.2022 - Current
Shift Leader Front Office
Hotel Lunetta
08.2018 - 08.2022
Head of Reception
Hotel Clarin
09.2013 - 08.2018
Master's Degree - Economics
State University of Moldova
Bachelor's Degree - Economics
Academy of Economic Studies of Moldova
Quality Standards
- Diamond Club
- Chase
- Tzell
- American Express Fine Hotels & Resorts
- Virtuoso
Hobbies
- Reading
- Sports & fitness
- Traveling
- Culinary experiences
- Learning new languages
Disclamer
- I authorize the processing of my personal data in accordance with Article 13 of Legislative Decree 196/2003 and Article 13 of the GDPR (EU Regulation 2016/679) for the purposes of recruitment and selection.
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