I visited a 5 star hotel for the first time when I was 10 years old and since then my passion for hospitality began. I started my career in 2008 as lobby hostess with Rocco Forte hotel in St. Petersburg, Russia.
I've been in the industry for more than 10 years, and had a great opportunity to grow from a line employee to a manger. Six years of my career were dedicated to Front Office operations, and later I concentrated on learning and development.
Among the brands that I worked with were: Rocco Forte, Sokos Hotels, Holiday Club in both Russia and Finland. For the past 4 years I have worked in the UAE with The Bonnington JLT and InterContinental Hotels & Resorts.
Currently I work as a Learning & Continuous Improvement Manager at Crowne Plaza Hotel in Dubai.
My experience and understanding of day to day challenges that line employee and managers face, allows me to design training programs that help to overcome it.
Bachelor degree in economics, IVESEP, St.Petersburg, 2011
Master's Degree in organizational psychology, Synergy University, 2019
Currently study at International College of Business Trainers
ABOUT THE PROJECT
Devout Hospitality - is an opportunity to share my operational knowledge and experience through my blog, useful tools that you may implement in your everyday work straight away and ready to use on-the-job training programs that are designed to improve the service skills of your team so that your guests get the best stay experience at your property.
Advantages of on-the-job training programs
- created for hospitality considering the main challenges of the industry (lack of time for training in operational departments, high staff turnover on line positions)
It will help to:
-reduce repetitive mistakes of employees in service that lead to unnecessary complaints and negative reviews;
-save management time as it can be delegated;
-improve product knowledge and soft skills of staff;
-increase hotel ratings by improving the service.
My believe in building the right service culture is based on the formula below:
Engaged staff > Delighted Guest > Succesful bussiness