Daria Ulanova

Daria Ulanova

Operations Management at Ovolo
Lives in Hong Kong

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About me

Professional in hospitality management is defined by my great motivation and enthusiasm, on the same level as my ability to work under pressure within diverse cultures in an extraordinary way. I am an adaptive and resilient leader with significant experience in Europe, the Middle East, and Asia.

I am proficient at providing excellent guest service and constantly seeking attention to detail by responding to any exquisite demands in a timely manner. I focus on establishing emotional connections with every guest in order to build a solid, high-fidelity guest database.

I am interested in companies that value aspects such as consistency of work by delivering quality service; transparency and mutual support between every team member; high organizational standards; and willingness to improve on a daily basis.

Experience

3 years and 6 months

  • Operations Management

    Ovolo - Hong Kong

    Management
    October 2022 - Now · 1 year and 6 months

    Reservations Management: ✧ Ensure maximisation of room sales and revenue for the hotel ✧ Process cancellations as per the hotel policy and procedures ✧ Process new reservations ✧ Processing payments and sending confirmation details ✧ Providing guests with information about rates and other policies, including cancellation policies Restaurant Management: - Te Quiero Mucho (Mexican Restaurant) at The Sheung Wan by Ovolo ✧ Arrange table settings and maintain a tidy dining area ✧ Checking in on dining customers to enquire about food quality and service ✧ Prepare bills and process payments Events Management: ✧ Planning events from start to finish according to requirements, target audience and objectives in all the venues among Ovolo Group ✧ Arrange and carry out Site Inspections ✧ Monitor event activities ✧ Planning events from start to finish according to requirements, target audience and objectives in all the venues among Ovolo Group ✧ Work within a budget for events and managing spending accordingly Front Office Management: - The Sheung Wan by Ovolo & Ovolo Central ✧ Conduct daily and Night Audit reports and shift briefing ✧ Dealing with emergency cases ✧ Coach and conduct trainings ✧ Create roasters accordingly to the needs of the department ✧ Prepare for VIPs and special attention guests

  • Rooms Division

    Almanac Barcelona - Barcelona, Spain

    Room Division Management
    March 2022 - June 2022 · 5 months

    Concierge: ✧Answer phone an email inquiries from potential guests in a timely and respectful manner ✧Build an extensive knowledge base of the local area ✧Deliver and safely storage guests luggage and parcels ✧Make reservations, take and distribute messages/mails and redirect calls ✧Offer restaurants, activities recommendations, arrange transportations and excursions Front Desk: ✧Carry out billing procedures ✧Carry out the procedures related to the occupation and sale of the rooms ✧Greet all guests and assist them with Check-in and Check-out ✧Inform guests about hotel services ✧Perform as a Customer Service Agent

  • Rooms Division

    Jumeirah Al Naseem - Dubai, United Arab Emirates

    Room Division Management
    February 2021 - July 2021 · 6 months

    Concierge: ✧Assist guests requests via phone, email and E-butler service ✧Build an extensive knowledge base of the local area ✧Deliver and safely storage guest's parcels ✧Make reservations, take and distribute mails and redirect calls ✧Offer restaurant recommendations and assist guests in arranging transportation or excursions Guest Relations: ✧Address customer complaints ✧Arrange Wow-moments ✧Attend to special guests (VIPs) and answer their inquiries ✧Conduct courtesy calls ✧Conduct pre-arrival procedures Front Desk: ✧Arrange apology or personalised amenities ✧Assist check-in/check-out operations ✧Assist Rooms Controller with departure procedures ✧Conduct Profile Quality Report check ✧Settle bills and rebates ✧Update all Guests Profiles

  • Private Assistant

    Autonomous - Barcelona, Spain

    Other
    October 2020 - February 2021 · 5 months

    ✧Assistance for Tourism Management degree students ✧Guide Service assistance ✧Private classes for students focused on Tourism and Cultural Heritage

  • Housekeeping Supervisor

    Meliá Hotels International - Barcelona, Spain

    Housekeeping
    May 2019 - September 2019 · 5 months

    ☀︎Carry out the monitoring of productivity and discrepancy reports ☀︎Check the company standards in hotel rooms ☀︎Conduct analysis of deficiencies in hotel cleanliness ☀︎Make product demands ☀︎Register lost and found objects

  • Rooms Division

    Gran Hotel Flamingo - Lloret de Mar, Spain

    Room Division Management
    May 2016 - September 2016 · 5 months

    ☀︎Receive guests upon arrival at the hotel ☀︎Respond to inquiries face to face and by phone calls of any type ☀︎Take notes for other departments ☀︎Offer information about local attractions and areas of interest ☀︎Check-in/check-out operations

Education

  • BS (Hons) in Hospitality Management and Tourism

    The Hong Kong Polytechnic University's School of Hotel and Tourism Management - Hong Kong

    August 2021 - January 2022

    Activities & Societies: Reading Club, IT Workshops, Workshops on Container Shipping during the Pandemic, International Student Association, A School of Port Masterclass, Understanding Relationship Workshops, Tai Wai Brewery Workshop, Chengde Hall Association, Collegiate Learning Assessment, Bionic Human and the Question of Transcendence Workshop With 80 years of proud tradition, PolyU is a world-class university, ranking among the world's top 100 institutions, and one of the best universities in Hong Kong. The Hong Kong Polytechnic University (PolyU) is a home for educating thinkers, communicators and discoverers in delivering positive impact. Subjects: -Attractions and visitor management -Casino and gaming management -Hospitality distribution channels management -Introduction to sociology (Honours) -Introductory Korean

  • Tourism and Hospitality Management

    Executive Education IQS - Barcelona, Spain

    September 2018 - July 2022

    Honors: Revenue Management, Diversity Management Thesis Degree: Should Volunteer Tourism be Regulated? Case study of Workaway and Entreculturas. Participated in every annual study tours across Europe (Croatia and Estonia), attended every "Industry Vibe" in order to build more solid networking. Former HTSI University: 4-year university degree (240 ECTS) in Tourism and Hospitality Management, that gave me an important training for my management skills and enriched my knowledge in tourism business. The 2nd-best university institution in Spain in the field of Hospitality & Leisure Management by QS World University Ranking by Subjects 2020. Accredited by the AACSB.

  • Obligatory Secondary education & Baccalaureate

    CCE Montessori-palau - Girona, Spain

    January 2013 - January 2018

    Specialisation: Social and Legal Sciences Activities & Societies: Music education (Classic & Modern Guitar), Poetry Competitions, Latin, History of Art, Basics of Technical Drawing Theory. One of the best private schools in Girona, where I learned Spanish, Catalan and some notions of French. Additionally, achieved my EBCL and FCE diplomas, developed important multitasking and multicultural skills and empowered my knowledge in social and economic studies. The School has obtained the 500+ European Seal of Excellence that endorses the school's management and makes it the first school in Catalonia to receive the highest award in quality awarded by the European Foundation for Quality Managment (EFQM). In addition, since 2001, it has been certified by ISO 9001:2015.

  • Primary education

    Gymnasium №2

    September 2007 - April 2013

    Activities & Societies: Participated in musical choir, festivals and other social events held by school. The best language school in Yekaterinburg, where I've learned English and some notions of French and delegated some class activities. It is considered to have one of the strongest educational system combining language, mathematics and high values of organisation and self-development. The gymnasium has over 70 years old history. The general education programs taught by the gymnasium have been expanded with additional (in-depth) training in English and humanitarian subjects.

  • Musical Education

    Sverdlovsk State Children's Philarmonic - Yekaterinburg, Russia

    July 2005 - July 2013

    Activities & Societies: Participated in numerous concerts and music festivals as a singer in a choir (alto). Attended solfeggi and piano classes during 5 years. The Sverdlovsk State Children's Philharmonic Society is the first children's philharmonic society originated back in the USSR. It is a member of the Union of Concert Organisations of Russia and annually holds more than 250 concerts.

Languages

8 languages

  • Catalan

    Native or fluent

  • Russian

    Native or fluent

  • Spanish

    Native or fluent

  • English

    Full professional

  • German

    Limited working

  • Korean

    Notions

  • Chinese

    Notions

  • Arabic

    Notions

Personal information

Nationalities

  • Russian

Work Permits

  • Russian Federation

  • United Arab Emirates

  • European Union

Date of birth

February 08th 2000

Driving License

Yes

Skills

20 skills

  • Accounting
  • Attention to details
  • Business Economics
  • Communication skills
  • Data Management Skills
  • Diversity management
  • Event Management
  • Flexibility
  • Human Resources Management
  • Marketing
  • Restaurant Management
  • Revenue Management
  • Service Encounters
  • Statistics
  • Teamwork
  • Time management
  • Tourism Anthropology and Sociology
  • Tourism Law
  • Tourism Markets
  • Tourism Typology

Additional Information

1 information shared

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Following
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