Gulnaz Uchkempirova
Receptionist & Guest Relation
Bishkek
Summary
Dynamic Guest Relations Officer with a proven track record at Crystal Centro Hotel, excelling in client relationship management and guest communication. Enhanced guest satisfaction through personalized service and effective complaint resolution, contributing to improved hotel ratings on platforms like TripAdvisor. Skilled in coordinating events and training staff to uphold exceptional service standards.
Industrious Guest Services Agent adept in expedient complaint resolution through tactful and diplomatic communication combined with resourceful problem-solving. Driven to promote guest satisfaction by going above and beyond to meet needs and exceed expectations.
Overview
17
17
years of professional experience
2
2
Languages
1
1
Turkish
1
1
Kyrgyz
Work History
Guest Relations Officer
Crystal Centro Hotel
05.2024 - 10.2024
- Greeted guests upon arrival and offered assistance.
- Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
- Coordinated special requests from guests, including transportation arrangements or local activity bookings.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
Guest Relations Officer & Receptionist
Sunis Elita Beach/ TÜRKİYE
04.2018 - 10.2023
- Trained new staff members on company policies, procedures, and customer service standards.
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Handling guest inquiries, complaints, and special requests
• Coordinating with other hotel departments
• Organizing guest activities and events
• Managing reports and documentation
Tour Sales Manager
Olimp Travel and Sayakat Tour
Bishkek
04.2011 - 09.2018
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
Tour Guide & Transfer Coordinator
Coral Travel
Thailand
04.2008 - 10.2011
- Provided excellent customer service during pre-tour interactions such as answering questions via email or phone calls.
- Increased customer satisfaction through attentive listening and personalized tour adjustments based on group interests.
- Built personal relationships with guests to promote positive experiences.
- Facilitated memorable experiences for diverse groups by tailoring presentations to cater to different age groups, cultural backgrounds, and language abilities.
- • Led group and private excursions, providing engaging and informative tours
• Coordinated airport meet-and-greet services and ensured smooth transfers
• Managed logistics for tourist transportation and sightseeing activities
• Delivered excellent customer service, assisting English- and Russian-speaking clients
• Maintained strong communication with clients to enhance their travel experience
Education
Associate of Applied Science - Hospitality And Tourism Management
Kyrgyz State University Named of I. Arabaeva
Bishkek06-2008
Skills
Guest communication
Client relationship management
Team member development
Guest complaint resolution
Exceptional communication
Guest services
Data entry proficiency
Welcoming and registering guests
Handling guest inquiries and complaints professionally
Coordinating with hotel departments to ensure seamless service
Organizing guest events and special occasions
Managing reports and documentation
Collecting, analyzing, and processing guest feedback to improve service quality and enhance hotel reputation
Increasing hotel ratings on platforms such as Google, TripAdvisor, Holiday Check, Yandex, and other channels
Timeline
Guest Relations Officer
Crystal Centro Hotel
05.2024 - 10.2024
Guest Relations Officer & Receptionist
Sunis Elita Beach/ TÜRKİYE
04.2018 - 10.2023
Tour Sales Manager
Olimp Travel and Sayakat Tour
04.2011 - 09.2018
Tour Guide & Transfer Coordinator
Coral Travel
04.2008 - 10.2011
Associate of Applied Science - Hospitality And Tourism Management
Kyrgyz State University Named of I. Arabaeva