Alfiya Sarsenbayeva
Astana
Summary
Guest Services professional with demonstrated success in optimizing policies and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Guest Recognition Supervisor
The Ritz-Carlton, Astana
05.2023 - Current
- Trained junior team members in customer service strategies and property policies.
- Set and managed policies for guest relations.
- Supported team members by offering constructive feedback and coaching as needed.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Streamlined operational processes to maximize efficiency and customer satisfaction.
- Analyzed customer feedback to identify areas requiring improvement.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Monitored team performance to confirm customer service standards were consistently met.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Reviewed upcoming events and planned for expected challenges.
Guest Recognition Agent
The Ritz-Carlton, Astana
12.2022 - 04.2023
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Greeted guests upon arrival and offered assistance.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Answered hotel phones with professionalism and directed calls appropriately.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
General Manager
LLC “Kazakhstan International Halal Industry"
11.2019 - 07.2022
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
Sell-assistant/Server
Lush Korea
03.2017 - 08.2019
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers with prompt and polite support in-person and via telephone.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Collaborated with sales and marketing teams to establish accurate representation of products marketed to customers.
Host/Service
Outback Steakhouse” Itaewon
11.2016 - 02.2017
- Answered customer questions about hours, seating, and menu information.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Used cash registers and credit card machines to cash out customers.
Operator (At, Service Agent
Astana Marriott Hotel,
07.2015 - 08.2015
- Responsible to attend the incoming and outgoing calls of the organization, using correct salutations and telephone etiquette
- Receive calls from clients, delegates or associates and forward their calls to the concerned officers staying at the hotel
- In their absence, note down the messages and forward it to them later
- Taking "Room Service" orders
- Make arrangements for transportation and travel, as per the requests of the hotel clients
- Receive updates about the facilities and events planned by the organization to be able to answer enquiries in this regard.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Kept accurate records of defective units or products.
Manager of Standardization and Certification
ALE "Association Halal Industry Of Kazakhstan"
12.2011 - 06.2015
- Applying Halal Standards to companies, plants and factories to confirm the Halal Certificate
- Audited batch records from previously conducted studies for completeness and compliance
- Created, modified and controlled hundreds of documents as part of a Halal Standards, HACCP/HCCP, ICRIC and GMP quality control
- Registration of the quality system through annual surveillance audits of the companies.
- Liaised with clients to identify and target inefficiencies in areas of risks and business controls, process gaps and workflow discrepancies.
- Verified consistency in quality planning, quality control, quality insurance and quality improvement.
Education
Bachelor Degree - Hospitality and Tourism Management
Sejong University
2019
Associate Degree - Hospitality Business and Food Service Industry
Eurasian Humanities Institute-College
2014
Certification
- EMBAR - INTRODUCTION TO LEADERSHIP
- Voluntary Assistant Manager of Accreditation Department in The 2011 Asian Winter Games (January 2011 - February 2011) Astana, Astana, Republic of Kazakhstan
Languages
Kazakh, Russian
Native language
English
Advanced
C1
Timeline
Guest Recognition Supervisor
The Ritz-Carlton, Astana
05.2023 - Current
Guest Recognition Agent
The Ritz-Carlton, Astana
12.2022 - 04.2023
General Manager
LLC “Kazakhstan International Halal Industry"
11.2019 - 07.2022
Sell-assistant/Server
Lush Korea
03.2017 - 08.2019
Host/Service
Outback Steakhouse” Itaewon
11.2016 - 02.2017
Operator (At, Service Agent
Astana Marriott Hotel,
07.2015 - 08.2015
Manager of Standardization and Certification
ALE "Association Halal Industry Of Kazakhstan"
12.2011 - 06.2015
Bachelor Degree - Hospitality and Tourism Management
Sejong University
Associate Degree - Hospitality Business and Food Service Industry
Eurasian Humanities Institute-College