Fatima Toktogonova

• Greeting guests upon arrival and assisting with check-in/check-out procedures
• Offering a warm and personalized welcome, including refreshments or a tour of the resort
• Handling guest requests promptly, such as restaurant reservations, excursions, spa appointments or arranging tours and adventure activities
• Unpacking and packing guest luggage upon request
• Managing laundry, ironing, and wardrobe organization
• Preparing in-room dining experiences, including breakfast in bed or romantic setups
• Handling special guest occasions, such as birthdays or anniversaries, with customized experiences

• Welcomed each new arrival pleasantly and confirmed reservations and identification
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention
• Responded swiftly to room requests and other inquiries made via establishment website, email, or phone
• Liaised with housekeeping and maintenance teams to address requests and complaints made by guests
• Collected payments, processed transactions and updated relevant records.

• Assigned responsibilities to attendants and check their work performance
• Supervised, coordinate and participate in the cleanliness of all assigned areas
• Liaised with other departments to ensure all rooms are serviced and guests preferences are met
• Reported for repairs or replacement of furniture or equipments
• Ensure all guest comments and feedback are acknowledged and followed up promptly
• Trained new joined room attendants
• Participated in monthly and annual inventory

• Inspecting the work of the housekeeping staff to make sure they are following standards
• Inspecting occupied and vacant rooms and all assigned areas
• Preparing and set up rooms for VIP guests or special events;
• Responding to the guests requests, complaints on time
• Preparing allocation and tasks for room attendants
• Trained and guided housekeepers to use brooms, mops and disinfectant products, performing proper cleaning and maintenance tasks.

• Interviewing and hiring staff for housekeeping department
• Scheduling and providing trainings for new employees
• Constant control over the quality of work of attendants (from company)
• Employee performance report for the hotel and outsource company
• Financial report for the hotel and outsource company
• Providing staff for various events in the hotel
• Coached and mentored junior team members, regularly assessing knowledge and skills gaps and implementing corrective action.

• Prepared work allocation, duty roaster and assigned tasks to staff
• Received and track status of all guest’s requests, preferences, complaints
• Received and track status of all guest’s requests, preferences, complaints
• Received lost& found items and record and store them as per standard
• Draw up reports on the work done, handover in logbook Opera PMS
• Handled "DND" rooms/ discrepancy reports
• Tracked all PPM, out of service/out of order, show around rooms
• Liaised with other departments to prepare rooms, deliver guests requests in a timely manner

Achievement: "Best Employee of the 3rd Quarter"

• Completed opening and closing duties quickly and accurately for smooth operations and after-work handovers.