Oksana Rohak
Guest Relation Supervisor
Sharm El Sheikh ,Napq
Summary
Guest relations professional skilled in assuring positive guest experiences and resolving conflicts efficiently. Demonstrates strong leadership and communication skills, ensuring seamless coordination among team members. Adept at adapting to changing needs and consistently delivering high-quality service. Known for building trust and driving results through collaborative efforts.
Detail-oriented customer service professional bringing demonstrated success in transforming challenges into customer satisfaction. Over Number years of guest service experience in hospitality industry.
Overview
3
3
Languages
4
4
Certifications
9
9
years of professional experience
Work History
Guest Relation Supervisor
Rixos Premium Seagate
05.2021 - 09.2026
- Supervised guest relations team to deliver seamless arrival, stay, and departure experiences.
- Resolved escalated guest concerns promptly, preserving satisfaction and brand standards.
- Coordinated with front office, housekeeping, and F&B to address special requests.
- Monitored VIP preparations, room preferences, and welcome amenities for personalized service.
- Maintained accurate guest profiles and service notes in hotel property management system.
- Trained staff on complaint handling, service etiquette, and luxury resort procedures.
- Reviewed guest feedback to identify service gaps and improve response consistency.
- Scheduled daily guest relations coverage to support smooth operations and service continuity.
- Assisted in the development of training programs aimed at improving guest relations skills among hotel employees.
- Led a team of guest relations staff, providing guidance and support to enhance their performance and professional growth.
- Collaborated with hotel departments to ensure seamless communication and coordination, resulting in better guest experiences.
Guest Relation Officer
Rixos Sharm
11.2019 - 05.2021
- Greeted guests warmly, managed check-in and check-out, and ensured smooth arrival and departure experiences.
- Coordinated reservations, room allocations, and special requests using property management systems.
- Verified guest details accurately, reducing registration errors and improving front desk efficiency.
- Communicated closely with housekeeping and front office teams to fulfill guest preferences and room readiness.
- Handled VIP arrivals discreetly, preparing amenities and personalized service arrangements.
- Maintained professional rapport with guests, encouraging repeat visits and positive feedback.
- Coordinated special requests from guests, including transportation arrangements or local activity bookings.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Guest Relation Officer
Savoy Group
10.2017 - 09.2019
- Resolved guest complaints promptly, applying service recovery techniques to maintain satisfaction and brand standards.
- Supported concierge services by arranging transportation, dining, and local information for guests.
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Communicated closely with all hotel departments to fulfill guest preferences and room readiness.
- Greeted guests upon arrival and offered assistance.
- Resolved guest complaints diplomatically, resulting in increased loyalty and repeat business.
Education
Master of Science - International Economics
Liberal Art University
Ukraine 08-2003
Skills
Guest satisfaction focus
Exceptional communication
Reservation systems
Staff training and development
Complaint handling
Language skills
Food and beverage sales
Strong leadership
Guest complaint resolution
Team member development
Certification
X-Factor best Guest Relations supervisor
Timeline
Guest Relation Supervisor
Rixos Premium Seagate
05.2021 - 09.2026
Guest Relation Officer
Rixos Sharm
11.2019 - 05.2021
Guest Relation Officer
Savoy Group
10.2017 - 09.2019
Master of Science - International Economics
Liberal Art University