Nataliia Petrushina
Ballsbridge,Dublin 4
Summary
Results-driven professional with expertise in customer support and training facilitation. Strong capabilities in Excel and PowerPoint, complemented by effective communication and problem-solving skills. Committed to enhancing operational efficiency and fostering innovation in a challenging role.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
Work history
RECEPTIONIST
IDA IRELAND
Dublin, Ireland
2023.11 - Current
- Greet and assist various visitors including Ministers, Ambassadors, Government officials and Senior Business Executives.
- Engage with customers via phone, email and in-person delivering accurate information with professionalism.
- Route switchboard calls, answer enquiries, and record accurate call notes.
- Schedule meetings and client appointments using Matrix booking system for timing coordination.
- Provide administrative support to HR and Accounts department, maintaining daily workflow order.
- Prepared employee reimbursement documents for accounts approval workflow processing and review.
- Improve HR operations by keeping employee files orderly, current, and accessible.
- Coordinate maintenance services to maintain a fully functional and professional workspace.
ADMINISTRATIVE ASSISTANT
LUKOIL MID-EAST LIMITED
Dubai, UAE
2018.11 - 2023.07
- Maintained office files in electronic and hard-copy formats daily.
- Processed credit notes, expense reports, cost sheets, and invoices in SAP.
- Answered telephone enquiries from clients, vendors, and members of public promptly.
- Managed office inventories by restocking supplies and placing purchase orders.
- Supported employee clerical needs with administration, file management, and stationery ordering.
- Sorted and distributed business correspondence to correct departments or staff.
- Coordinated courier collections and deliveries, processing invoices for customs holds.
- Coordinated with building maintenance team to complete scheduled office work.
- Prepared meeting rooms and event spaces for client engagements.
- Oversaw and trained clerical support staff to meet challenging objectives.
- Greeted and assisted visitors with warmth and professional service.
DUTY MANAGER
MOVENPICK HOTEL & APARTMNET BUR DUBAI
Dubai, UAE
2018.02 - 2018.08
- Actioned and resolved guest feedback to raise day-to-day service quality.
- Trained front office staff on interaction best practices to improve satisfaction survey scores.
- Handled guest complaints to protect brand reputation and prevent repeat issues.
- Met health and safety guidelines to keep working environments compliant.
- Maintained strong working relationships with all 11 departments to support smooth operations.
- Managed overbooking situations to minimise disruption for guests and teams.
- Developed and delivered staff trainings to increase room upselling revenue and profits.
- Inspected rooms and reception areas to achieve consistently clean, pristine presentation.
- Wrote end of shift reports to support service continuity for next teams.
- Scheduled staff (25 people) and delegated assignments to cover operational and project requirements.
- Resolved team conflicts and assisted with identified problems to sustain teamwork.
- Reviewed and approved departmental procedures to maintain service standards throughout shifts.
ASSISTANT GUEST RELATIONS MANGER
MAJESTIC HOTEL TOWER
Dubai, UAE
2017.01 - 2018.01
- Directed guest relations team of 5 people and checked SOP compliance each shift.
- Maintained guest history files with recorded preferences, comments, special needs.
- Analysed online reviews to shape actions and improve overall rating.
- Supported sales and marketing with site inspections and guest entertainment.
- Supervised daily front desk shifts to meet policies, standards, and procedures.
- Prepared SOPs so every team member followed service standards.
- Acted as duty manager on rotation with inspections and security coverage.
- Produced daily and monthly reports for room division and executives.
GUEST RELATIONS EXECUTIVE
MAJESTIC HOTEL TOWER
DUBAI, UAE
2013.10 - 2017.01
- Delivered professional, customer-focused service to guests for memorable stays.
- Coordinated with departments to prepare rooms, amenities, and VIP special requests.
- Maintained current knowledge of hotel information and promoted available facilities.
- Guided guests around local areas when asked for directions.
- Scheduled guest activities and followed up on preferences and special requests.
- Gathered feedback on service preferences and actioned steps to maximise satisfaction.
- Attended monthly department meetings, coordinated discussion points, and recorded minutes.
- Produced structured training manuals to improve front desk efficiency.
- Maintained contact with VIPs and repeat guests to build rapport.
FRONT OFFICE ASSOCIATE
CITY MAX HOTELS BUR DUBAI
DUBAI, UAE
2011.10 - 2013.09
- Delivered flawless, high-class guest service experiences daily.
- Processed individual and group check-ins, check-outs, reservations, and cancellations, ensuring smooth guest transitions and satisfaction.
- Resolved guest queries and complaints promptly, escalating complex cases to duty management for further action.
- Completed reception tasks in line with department standard operating procedures.
- Coordinated room status updates with housekeeping for group check-outs and requests.
- Handled cash floats, completing currency exchanges and transactions per hotel policy.
- Managed guest messages, parcels, and communications with bell desk records.
- Arranged airport transfers, car hire, and tours using hotel vehicles when requested.
- Maintained the daily logbook and delivered clear shift handovers.
- Provided local places-of-interest information and facilitated restaurant and entertainment bookings, enhancing guest experiences.
Education
Bachelor's Degree in Foreign Languages - Education
Linguistics University of Nizhny Novgorod (LUNN)
Russia 2005.09 - 2011.06
Skills
- Customer support excellence
- Verbal and written communication
- Strong interpersonal abilities
- IT proficiency
- Prioritisation and multitasking
- Detail-oriented approach
- Problem-solving expertise
- Adaptability
- Training facilitation
Languages
English
Fluent
Russian
Fluent
Chinese (Mandarin)
Beginner
German
Beginner
Additional Information
Stamp 4 visa
Affiliations
- History
- Culture
- Art
Accomplishments
Certificate in Online Counselling
Certificate in Luxury Hospitality Standards.
References
References available upon request.
Timeline
RECEPTIONIST
IDA IRELAND
2023.11 - Current
ADMINISTRATIVE ASSISTANT
LUKOIL MID-EAST LIMITED
2018.11 - 2023.07
DUTY MANAGER
MOVENPICK HOTEL & APARTMNET BUR DUBAI
2018.02 - 2018.08
ASSISTANT GUEST RELATIONS MANGER
MAJESTIC HOTEL TOWER
2017.01 - 2018.01
GUEST RELATIONS EXECUTIVE
MAJESTIC HOTEL TOWER
2013.10 - 2017.01
FRONT OFFICE ASSOCIATE
CITY MAX HOTELS BUR DUBAI
2011.10 - 2013.09
Bachelor's Degree in Foreign Languages - Education
Linguistics University of Nizhny Novgorod (LUNN)
2005.09 - 2011.06