Ilia Shalkin
Reception Agent
Prague
Overview
7
7
years of professional experience
1
1
Certification
Work History
Guest Reception Agent
NYX Hotel Prague
04.2023 - Current
- Provide stellar customer service by efficiently managing check-ins and check-outs, addressing guest inquiries, and resolving issues promptly to ensure guest satisfaction throughout the night.
- Perform nightly audits of the day's financial transactions, ensuring all accounts are balanced and discrepancies are resolved. Prepare and distribute accurate financial reports to management each morning.
- Maintain a secure environment during the night shift by monitoring hotel activity and responding to emergencies or unusual situations.
- Manage reservations, process payments, and update guest accounts with meticulous attention to detail, ensuring all data is current and accurately reflected in the hotel's management system.
- Serve as the primary point of contact for guests and staff during night hours, facilitating effective communication and coordination to support a smooth operation.
- Trained new team members on best practices in customer service, fostering a culture of hospitality excellence.
- Implemented key strategies for improving Food & Beverage operations based on detailed analysis, leading to enhanced guest satisfaction and service quality.
- Redesigned registration cards for enhanced guest comfort—both initiatives praised by guests and management.
- Designed and launched AI chatbot to provide quick, polite, and personalized responses to guest inquiries, improving communication efficiency and satisfaction.
- Created detailed operational checklists and room description sheets in collaboration with Reservation Manager to streamline reception processes.
- Automated error correction processes in hotel's transaction database, saving Financial Department over 100 hours just in few month.
Research Analyst
The National Institute Of Mental Health
01.2022 - 12.2022
- Conducted psychophysiological research assessing media's impact on mental health, contributing to publications and professional discussions.
International Consultant Part-time
Shenzhen Business & Education Consulting Firm
09.2017 - 10.2021
- Orchestrated logistics and administrative processes for international students moving to Czech Republic, ensuring smooth transition and high satisfaction rates.
- Developed and refined customer service protocols to optimize initial adaptation period for new clients in foreign environment. This involved analyzing feedback and adjusting services to better meet diverse needs of international clientele, directly paralleling customer experience improvements.
Sales Consultant
Made In China
08.2019 - 10.2019
- Successfully attracted over 100 new businesses from Europe and Middle East by leveraging market analysis and tailored outreach strategies.
- Organized Made in China expo at Výstaviště Brno, largest exhibition centre in Czech Republic.
Education
Master of Science - Physiology
Charles University
Prague 04.2001 -
Bachelor of Science - Biology
Charles University
Prague 04.2001 -
Consulting Challenge 2022 - Gen Z Market Analysis And Strategy For StartupJobs
PricewaterhouseCoopers
Prague 04.2001 -
Strategy Cup 2022 - Go-to-Market Strategy Development For MyFoodPlace
Boston Consulting Group
Prague, Czechia 04.2001 -
Certification
Consumer Neuroscience & Neuromarketing, Copenhagen Business School
Timeline
Guest Reception Agent
NYX Hotel Prague
04.2023 - Current
Research Analyst
The National Institute Of Mental Health
01.2022 - 12.2022
Sales Consultant
Made In China
08.2019 - 10.2019
International Consultant Part-time
Shenzhen Business & Education Consulting Firm
09.2017 - 10.2021
Master of Science - Physiology
Charles University
04.2001 -
Bachelor of Science - Biology
Charles University
04.2001 -
Consulting Challenge 2022 - Gen Z Market Analysis And Strategy For StartupJobs
PricewaterhouseCoopers
04.2001 -
Strategy Cup 2022 - Go-to-Market Strategy Development For MyFoodPlace
Boston Consulting Group
04.2001 -
Consumer Neuroscience & Neuromarketing, Copenhagen Business School
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