Oleh Skorokhod

In charge of the guest relations department in the hotel. In addition to regular GRM and duty manager duties, directly responsible for guest satisfactions surveys and market metrix scores. During first year elevated Marriott Guest Voice score (intend to recommend) from 54 to 78, exceeding the goal by 14 points, and keeping it at the this level for future years. Inventing and implementing ways to increase guests satisfaction and loyalty to the hotel and brand, and training team members from all the departments.

Handling guests requests and complaints, creating unique experience withing and outside the hotel by personalizing every guest's stay according to their preferences. In charge of 8 to 10 employees during the shift, including front desk, concierge and guest relations deprtments.

As a front desk agent - checking-in and checking-out the guests, handling the cashier, providing the information about the hotel and the city of Washington, DC, dealing with complaints and special requests. As a housekeeping supervisor - inspecting rooms before guests check-ins, doing projects to improve room conditions, in charge of 5 to 10 employees per shift.

Welcoming and check-in the guests personally to the room; checking the amenities according to a VIP status; doing the room and resort orientation both personally and for the groups; memorizing the guests names and greet them personally; dealing with complaints and special requests; taking feedback upon arrival, during the stay and upon departure; booking restaurants and any other activities both inside the resort and outside; taking care for all the documentation of the guests and attaching it to the profile; translation all the necessaries in English or Russian; composing Daily Event; taking care of the guests in all possible ways.