Summary
Overview
Work History
Education
Skills
Core Competencies
Luxury Standards & Partnerships
Languages
Timeline
Generic
Tatiana Nicolaev

Tatiana Nicolaev

Rome

Summary

Guest Experience Supervisor with 5★ luxury hotel experience (Dorchester Collection), specialized in reservations control, CRM systems, and cross-department operations. Proven ability to manage high-value transactions, VIP guest requests, and data accuracy. Multilingual professional currently progressing in German (B1 → B2), seeking a reservations or back office role in Swiss hospitality.

Overview

10
10
years of professional experience

Work History

Guest Experience Supervisor (Reservations & CRM Focus)

Hotel Eden 5*L - Dorchester Collection
Rome
08.2022 - Current
  • Managed pre-arrival guest communication to ensure accurate reservations, preferences, and billing, ensuring operational accuracy
  • Conducted reservations audits and payment verification up to €150K
  • Coordinated operations across Reservations, Revenue, Front Office, Housekeeping, and F&B to streamline guest services
  • CRM Champion (NEXUS): training, data integrity, GDPR compliance
  • Produced reports for General Management (feedback, performance, service improvement)
  • Handled VIP and complex guest requests to deliver exceptional satisfaction and personalised experiences
  • Contributed to operational efficiency and high guest satisfaction through accurate reservations control and CRM optimization

Front Desk Supervisor

Hotel Clarin 3*
Rome
12.2015 - 08.2022
  • Supervised front desk operations, enhancing team performance and service delivery
  • Managed billing and reporting processes, coordinating with departments to streamline operations
  • Facilitated room allocation and reservation processes, contributing to high customer satisfaction

Shift Leader (Front Office & Reservations)

Hotel Lunetta 4*L
Rome
08.2018 - 07.2022
  • Managed reservations lifecycle, ensuring accurate modifications, cancellations, and availability
  • Used PMS (Ericsoft Suite 5) for real-time booking and guest data
  • Supported revenue strategy and occupancy optimisation
  • Collaborated with travel agencies to develop customised client itineraries
  • Created commercial offers to enhance direct booking opportunities

Education

Master's Degree - Economics

State University of Moldova
Chisinau, Moldova

Bachelor's Degree - Economics

Academy of Economic Studies of Moldova
Chisinau, Moldova

Skills

  • NEXUS CRM
  • Opera PMS
  • Ericsoft Suite 5
  • Zucchetti Z-Connect
  • MaterialsControl
  • Microsoft Office
  • Google Workspace
  • PassportScan

Core Competencies

  • 5★ luxury hospitality experience (Dorchester Collection)
  • Strong background in reservations and CRM operations
  • Multilingual (6 languages)
  • Currently progressing in German (B1 → B2)

Luxury Standards & Partnerships

  • Diamond Club
  • Chase
  • Tzell
  • American Express Fine Hotels & Resorts
  • Virtuoso
  • Forbes / LQA

Languages

Romanian
Proficient
C2
Italian
Proficient
C2
Russian
Proficient
C2
English
Advanced
C1
German
Intermediate
B1
Spanish
Upper Intermediate
B2

Timeline

Guest Experience Supervisor (Reservations & CRM Focus)

Hotel Eden 5*L - Dorchester Collection
08.2022 - Current

Shift Leader (Front Office & Reservations)

Hotel Lunetta 4*L
08.2018 - 07.2022

Front Desk Supervisor

Hotel Clarin 3*
12.2015 - 08.2022

Master's Degree - Economics

State University of Moldova

Bachelor's Degree - Economics

Academy of Economic Studies of Moldova

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Tatiana Nicolaev