Uldana Zhumabayeva
Dubai,UAE
Summary
A skilled professional with expertise in claim work and client relations, adept at handling objections and convincing stakeholders. Proficient in multiple foreign languages, enhancing customer experience through effective communication and teamwork. Demonstrates strong leadership and public speaking abilities, with a calm demeanour under pressure. Committed to continuous learning and prioritisation, aiming to leverage problem-solving skills for career advancement in dynamic environments.
Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Assistant Guest Relations Manager
Fairmont Ajman
01.2025 - 01.2026
- Ensuring VIP and repeat guests receive personalized experiences.
- Handling guest complaints and resolving issues efficiently.
- Anticipating guest needs and providing proactive service.
- Conducting guest satisfaction surveys and implementing improvements.
- Overseeing daily front desk operations.
- Coordinating with housekeeping and other departments to fulfill guest requests.
- Assisting with check-in and check-out procedures.
- Monitoring room allocations and special requests.
- Supervising and training Guest Relations Agents among with Front Desk Agents.
- Setting service standards and ensuring team adherence.
- Conducting daily briefings and performance evaluations.
- Ensuring compliance with hotel service standards.
- Managing online reviews and guest feedback.
- Handling guest complaints and resolving disputes.
- Managing difficult situations like overbookings or service failures.
- Assisting in emergency situations (medical issues, evacuations, etc.)
Front Office Supervisor
Hilton Dubai Creek Hotel & Residences
01.2024 - 01.2025
- Observe the daily work of the reception staff
- Managing the reception and ensuring the smooth operation of the hotel
- Managing reservations, registering guests at the entrance to and departure from the hotel, as well as resolving any problems or complaints that arise.
- Manage room inventory and coordinate with other departments, such as the Housekeeping and Engineering department, to ensure that rooms are clean and well maintained.
- Perform and manage financial transactions such as payment processing and cash handling.
- Manage of the OnQ PMS operating system, Opera Cloud, Vikas, Visionline, CRM
- Providing impeccable customer service at all times.
Guest Relations Agent/Guest Service Executive
Bab Al Shams Desert Resort and Spa
01.2023 - 01.2024
- Receive guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure
- To take good care of the guest bookings either on arrival or departure and make it sure that the guests meets all satisfaction about the stay
- To check daily information sheet and aware of what is house counts and hotels events of the day and upcoming events.
- To check the house count of the hotel how many arrival and departure guests hotel occupancy on daily basis
- To ensure of printing downtime reports in case of system failures.
- To block the rooms according to the guest bookings and references.
- To place and alert and traces, specials comments before guest arrival.
- To ensure the mode of payments for arrival, in house and departure guests.
- To check in the guest base on the hotel and front desk standard.
- To ensure all check in guest are aware of the facilities of the hotel specially breakfast place and timings.
- To prepare key cards and make it sure that it is working and activated properly.
- To coordinate with the ambassadors to escort the guest and to show all facilities timings.
- To update the guest profile correctly main and accompanying guest.
- To maintain high level of proficiency and secure every guest profile.
- Ensuring that the guest meet the standard of the hotel.
- To ensure that all guest are happy when leaving the hotel and ask to be one of the ambassador to review on booking websites
- To make Pre-arrival calls for the next day arrivals on a daily basis
- To prepare Amenity Order for the next day arrivals on a daily basis
- Review and follow up with traces for the Special occasions
- To handle cash float
Assistant Director
Representative office of the Lebanese Joint Stock Company Khatib&Alami Consulting Engineers Offshore in Kazakhstan
01.2021 - 01.2023
- Domestic and foreign correspondence
- Translation of documentation in 3 languages: English, Russian, Kazakh
- Reception of the director's visitors, maintaining the cleanliness of the meeting rooms
- Assist in budgeting and monitoring expenses
- Ensuring timely transmission of important information to management
- Assisting in developing and implementing plans and goals for the department
- Working with the director to coordinate and supervise daily operations
- Undertake staffing responsibilities (hiring, training, evaluating etc.)
- Fulfill duties as assigned by the director
Education
Baccalaureate - Foreign language: two foreign languages
Kazakh Ablai Khan University of International Relations And World Languages
Almaty 01.2016 - 01.2020
Skills
- Claim work with clients
- Working with objections
- The ability to convince
- Knowledge of foreign languages
- Customer experience
- Ability to work in a team
- Learning capability
- Ability to prioritize
- Good diction and pleasant timbre of voice
- Communication skills
- Ability to control emotions, stress resistance
- Pleasant and friendly appearance
- Problem-solving
- Calm under pressure
- Public speaking
- Leadership
- Upselling
Languages
Russian - C2
Fluent
Kazakh - C2
Native
English -
Fluent
Reference
- Aqil, Sarfraz, Front Office Duty Manager, aqil.sarfraz@babalshams.com, +971553048891, Bab Al Shams Hotel Resort and Spa, Dubai, UAE
- Hajar, Harouache, Room Division Manager, hajar.harouache@babalshams.com, +971569951840, Bab Al Shams Hotel Resort and Spa, Dubai, UAE
Contacts
- Dubai, United Arab Emirates, Dubai South, South Residence 2
- Zh_u_zh@mail.ru
- +971 504 040 168
Computer Skills
- Microsoft Office XP
- Bitrix24
- Opera Cloud
- Outlook
Accomplishments
- Achieved 100/100 in LQA assessment, reflecting excellence in service quality and operational standards.
- Honored as LQA Star of Emotional Intelligence (5/5) for exceptional interpersonal and guest engagement skills.
Certification
LQA Star of Emotional Intelligence (5/5)
Timeline
Assistant Guest Relations Manager
Fairmont Ajman
01.2025 - 01.2026
Front Office Supervisor
Hilton Dubai Creek Hotel & Residences
01.2024 - 01.2025
Guest Relations Agent/Guest Service Executive
Bab Al Shams Desert Resort and Spa
01.2023 - 01.2024
Assistant Director
Representative office of the Lebanese Joint Stock Company Khatib&Alami Consulting Engineers Offshore in Kazakhstan
01.2021 - 01.2023
Baccalaureate - Foreign language: two foreign languages
Kazakh Ablai Khan University of International Relations And World Languages
01.2016 - 01.2020