Kristiyan Krumov

Operated an independent, app-led customer service workflow, balancing service quality, speed, accuracy, route efficiency, and earnings goals without day-to-day supervision. Resolved customer, merchant, and platform issues through clear communication and practical problem-solving.

Led overnight guest experience and hotel operations as the senior point of contact, handling enquiries, complaints, service recovery, incidents, and escalations. Managed financial transactions, reconciliations, expenditure records, shift handovers, and operational reporting.

Managed reception, reservations, telephony, and email enquiries; verified booking and payment information, explained services, and resolved guest issues promptly. Maintained accurate guest profiles and confidential payment data; completed night audit and income audit processes in Opera PMS.

Supported individuals with complex needs, adapting communication to the person and situation while completing assessments and maintaining accurate records in a procedure-led environment. Coordinated with colleagues and professionals, handled sensitive information appropriately, and remained calm during challenging situations.

Provided person-centred support, maintained accurate documentation, and followed structured care, medication, and safety procedures.

Planned and coordinated accommodation, catering, and hotel services while managing budgets, financial plans, expenditure, and statistical records. Set and worked toward sales and profit targets, analysed sales figures, and supported marketing, pricing, and revenue-management activity.

Provided front-of-house services including reception, telephony, reservations, and high-volume guest service.

Provided high-volume guest service, cash handling, and suggestive selling in a fast-paced restaurant environment.

Provided front-of-house services including reception, telephony, reservations, and high-volume guest service.

Recruited, trained, and supervised staff; managed budgets, rotas, stock, suppliers, reservations, customer enquiries, and complaint resolution. Prepared staffing and sales reports, maintained financial records, assessed profitability, set targets, and implemented operational improvements.

Graduated with a BSc (Hons) in Business Management, focusing on operations and service management, strategic marketing, project management, financial decision making, and business consulting.

Earned a Bachelor's degree in Information Technology, providing a technical foundation in IT, systems, networks, and digital problem-solving.

Completed an IT speciality program covering PC networks, Microsoft Office applications, databases, programming, and hardware/software fundamentals.