Ia Nikoleishvili

. IA NIKOLEISHVILI HOSPITALITY PROFESSIONAL - C ARE ER OB JEC TIVE - Knowledgeable and dedicated customer service professional with extensive experience in Hospitality, Airline, and BPO industries. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and resultsoriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses. Rabat, Morocco E DUCA TION TTBILISI STATE UNIVERSITY OF ECONOMIC RELATIONS Tbilisi BBA Hotel Management (May 2007) A DD ITIO NAL S K ILLS E XP ER IEN CE BPO CUSTOMER SERVICE EXECUTIVE Staykeepers, Online May 2022 – Present • Employed comprehensive benchmarks to establish and monitor customer service standards. • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. • Managed online booking inquiries and assisted guests and travel partners with questions throughout the entire booking cycle. • Familiarized with reservation and cancellation policies of Booking.com, Airbnb, and other OTAs. • Provided customers with information about availability and pricing. • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat. • Evaluated interactions between associates and customers to assess personnel performance. • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies. • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement. Staff Training POS Systems and Ordering Platforms Data Entry and Maintenance Report Preparation and Analysis Employee Motivation Teamwork and Collaboration Organization and Time Management Self-Motivated and Multitasking Abilities Critical Thinking and Attention to Detail Problem-Solving and DecisionMaking Organization and Time Management PPE Compliance Analytical and Critical Thinking MS Office, Asana, Front App, Hostify, Opera, Micros . • Processed customer adjustments to maintain financial accounts. • Maintained awareness of types of rooms available in different property locations. • Worked flexible hours across the night, weekend, and holiday shifts. HR COORDINATOR Wyndham Grand, Tbilisi May 2019 - Aug 2021 • Assisted with the recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in the interview process, and drafting offer letters. • Conducted background checks on candidates by obtaining information from law enforcement officials, previous employers, and references. • Collaborated with curriculum coordinator on annual updates of a staff handbook. • Supported hotel department managers with new hire orientations and monthly departmental meetings. • Completed employee employment verifications and unemployment paperwork before hiring termination. • Maintained human resources information system and kept employee files up to date and accurate. • Evaluated timecards for accuracy on regular and overtime hours. • Captured key feedback from employees during exit interviews. • Reviewed and corrected job offer letters for completeness and accuracy before approving delivery. • Implemented tracking database for employee professional development, licensure renewal credits, and renewal deadlines. • Addressed and resolved general payroll-related inquiries. HSE OFFICER Wyndham Grand, Tbilisi Nov 2019 - Aug 2021 • Created a safe work environment by complying with safety, health, and security requirements. • Accompanied, documented and reported OSHA inspections, insurance oversight, and other formal safety and security measures at the work site. • Supported interaction with local emergency response agencies and responders to coordinate work site security requirements. • Conducted incident investigations, participated in audits, and collected data and information to maximize workplace safety. • Mentored and supported staff in identifying and implementing procedures and practices to protect the safety and security of workers. • Investigated accidents and analyzed root causes to develop corrective action plans. C ER TIFICA TIONS HSE Specialist course in Georgian Employers Association (GEA) (#AP-632) . • Performed environmental site assessments and provided remediation recommendations. • Exceeded goals through effective task prioritization and a great work ethic. • Implemented and monitored compliance with Covid-19 regulations based on WHO recommendations. RECRUITMENT CONSULTANT Entrepreneur, Tbilisi Jan 2017 - Apr 2019 • Contacted job applicants to inform them of application status. • Provided management with information and training related to interviewing, performance appraisals, counseling techniques, and documentation of performance issues. • Developed and implemented recruiting strategies to meet current and anticipated staffing needs. • Addressed employee relations issues, such as harassment allegations, work complaints, or other employee concerns. • Ensured that necessary employment termination paperwork was completed. • Advised management on organizing, preparing, and implementing recruiting and retention programs. • Scheduled and conducted new employee orientations. • Interpreted and explained human resources policies, procedures, laws, standards, and regulations. • Obtained information on work history, training, education, and job skills. • Analyzed employment-related data and prepared required reports. CABIN CREW MEMBER Air Arabia, Sharjah Aug 2014 - Aug 2016 • Verified aircraft and passenger compliance with policies, regulations, and safety guidance. • Facilitated communication between the flight deck and cabin before and during flights to promote smooth operations. • Enforced lost and found procedures for any items inadvertently left behind by travelers. • Conducted complete and accurate audits of aircraft following cleaning and sanitization procedures. • Ensured safety and comfort of customers onboard aircraft. • Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers. • Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats. • Attended workshops and training in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures. . • Performed First Aid FRONT OFFICE SUPERVISOR Novotel and Ibis Abu Dhabi Gate, Abu Dhabi Nov 2012 - Jul 2014 • Prepared agendas and took notes at meetings to archive proceedings. • Created, prepared, and delivered reports to various departments. Oversaw work processes and performed quality control tasks to increase revenue and reduce production times. • Standardized office structures and processes to promote collaboration and increased performance. • Prepared reports to assist business leaders with key decisionmaking and strategic operational planning. • created, documented, and updated company policies to guide front office personnel in service excellence and industry best practices. • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers. • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse. • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities. FRONT OFFICE SUPERVISOR Holiday Inn, Tbilisi Oct 2010 - Aug 2012 • Had active participation in the pre-opening of Holiday Inn Tbilisi, which included training the Front Office service team; preparing handbooks and checklists; controlling service quality and efficiency; daily monitoring of the guest's accounts and reservations, etc. • Prepared front office staff schedule and vacation plan • Participated with Front Office Manager to originate, plan, develop and implement long and short-term goals • Monitored all executive floor arrivals to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure • Reviewed arrival list for all arrivals and VIPs to check room allocations, amenities, and special requests • Ensured that all front desk employees are well presented (uniforms, personal hygiene, etc.), and also punctual • Ensured team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events • Motivated employees to continuously grow knowledge and enhance abilities • Supervised work of the office, administrative, and customer service employees to verify adherence to quality standards, . • • • • deadlines, and proper procedures Covered daily office workloads through effective staffing and resource coordination Fixed problems with equipment using troubleshooting and repair abilities Helped team handle high-volume work by prioritizing tasks and organizing supplies Developed solid relationships with staff, customers, and vendors. NIGHT AUDITOR SUPERVISOR Tbilisi Marriott, Tbilisi • Showed, rented, or assigned accommodations. • Collected payments and recorded data about funds and expenditures. • Conferred and cooperated with other managers to ensure coordination of hotel activities. • Answered inquiries about hotel policies and services, and resolved guests’ complaints. • Inspected guest rooms, public areas, and grounds for cleanliness and appearance. • Assigned duties to workers and scheduled shifts. • Performed marketing and public relations activities. • Trained staff members. • Monitored revenue activity of hotel and facility. • Arranged telephone answering services, delivered mail and packages, and answer questions regarding locations for eating and entertainment. • Prepared required paperwork about departmental functions. WAITRESS Sheraton Metechi Palace, Tbilisi Jul 2004 - Apr 2007 • Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest. • Remained calm and poised when dealing with difficult customers or during busy shifts. • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business. • Kept server areas clean and stocked to increase efficiency while working tables. • Greeted new customers, discussed specials, and took drink orders. • Bussed and reset tables to keep the dining room and work areas clean. . . • Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times. • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness. L ANGU AGE S Georgian - Native English - C1 Russian - C2 A CCOMP LISHM EN TS - Coordinated an orientation program for over 150 employees. - Supervised team of 35 staff members. - Collaborated with a team of 5 in the development of SOPs for the pre-opening hotel of 127 rooms. - Achieved customer positive feedback through effectively delegating tasks during peak season and high work volume. - Documented and resolved possible work hazards which led to 0 life/health threatening incidents within 6 months. - Documented staff feedback resulting in the implementation of staff-friendly procedures and SOPs, that increased staff satisfaction rate by 63%. TR A IN ING February 2003- July 2006: Training in Sheraton Metechi Palace in various departments April-May 2007: ICSRPA, Certificate of achievement in Project Management. WOW, STAR, Passport to Success, L.E.A.R.N. Accore training: Cultural Awareness; TWI (Training Within Industry) Method Air Arabia: First Aid, Fire Fighting, Customer Service, Security, Emergency Management.