Open to opportunities

Таня Рожкова

@0003204

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Customer Success and Guest Relations professional driving luxury onboarding, service recovery, and VIP loyalty.

Russian Federation

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What I'm looking for

I’m looking to grow in a luxury, customer-obsessed environment where I can lead onboarding, improve service adoption, and strengthen VIP relationships—using operational expertise and coaching to deliver consistent guest outcomes.

I’m a hospitality professional with 6+ years managing the full guest journey in luxury international resorts, from pre-arrival engagement to post-stay resolution. I specialise in guest relations, front office operations, and client onboarding—especially for clients Mews serves.

I’m known for turning complex situations into smooth service outcomes under pressure. I proactively identify client risks, drive churn prevention strategies, and lead service recovery that converts dissatisfaction into loyal advocacy.

I bring strong domain knowledge of hotel operations, including front office workflows and PMS activities like check-in/out, billing, room allocation, and reporting. I also coach teams on LQA standards, operational procedures, and service excellence to ensure consistent delivery across departments.

From VIP and enterprise-level relationship management to cross-cultural communication with clients from 50+ countries, I aim to build lasting partnerships. I’ve also delivered onboarding at scale through CRM-based guest profiling and continuous team training.

Experience

Work history, roles, and key accomplishments

Front Office Supervisor

Six Senses Zighy Bay Resort

Jun 2025 - Jun 2026 (1 year)

Managed daily guest arrivals and departures with guest journey onboarding at scale, building personalized CRM profiles to drive repeat engagement. Led upselling and service recovery, coached the team to meet LQA standards, and coordinated across departments to deliver seamless guest experiences.

Guest Relations Supervisor

Anantara The Palm Dubai Resort

May 2024 - Jun 2025 (1 year 1 month)

Supervised guest relations performance and KPIs, acting as an internal trainer/CSM equivalent for the team. Managed guest relations from first contact through onboarding and issue resolution, using feedback analysis to improve service quality and coordinating with concierge, spa, F&B, and recreation to ensure seamless experiences.

Villa Host / Guest Service Agent

Anantara Al Jabal Al Akhdar Resort

Sep 2022 - May 2024 (1 year 8 months)

Handled personalized pre-arrival engagement by understanding guest preferences and preparing villas accordingly. Implemented front office SOPs, monitored real-time guest feedback with escalations for rapid resolution, and supported initiatives to improve guest satisfaction and long-term loyalty.

Guest Service Agent / Night Auditor

Hampton by Hilton

Aug 2020 - Aug 2022 (2 years)

Managed end-to-end guest registration, account settlements, and room assignment with high accuracy. Completed nightly audit procedures including financial reconciliation, data entry, and system reporting, while triaging and prioritizing incoming guest concerns in a high-volume environment.

Guest Service Agent

Solo Sokos Vasilievsky

May 2017 - Oct 2017 (5 months)

Handled guest registrations, transactions, and complaint resolution in a fast-paced city hotel environment. Maintained strong knowledge of hotel services and the local area to advise guests effectively.

Education

Degrees, certifications, and relevant coursework

Swissam

Bachelor of Arts, Hospitality and Restaurant Management

2016 - 2019

Earned a Bachelor of Arts in Hospitality and Restaurant Management, with studies spanning 2016–2019 and noted additional coursework/completion in 2023.