1. Valeria Malyutina
Information
• Date of birth: 04.06.1981
• Residence: Saint-Petersburg, Russia
• Nationality: Russian
• tel: +201003865865
• e-mail: valeria.malyutina@gmail.com
Education
• 9/1998-5/2003 - St-Petersburg State University, Faculty of Economy, (sub) department of Economy and
Enterprise management
• 9/1992-7/1998 High school №80 with the advanced course of English
• 9/1988-7/1992 Experimental school №130 with the advanced course of English
Aim:
• Guest Relations Manager/Quality Assurance Manager/ FOM
• Rooms and Guest Services Operation
Work experience
• 2015 till now Renaissance Golden View Beach Resort (Marriott International)- Quality Assurance
Manager/Acting Guest Relations Manager
Controlling the Brand identity. Controlling, monitoring, developing service and product excellence.
Focusing on Rooms division (Rooms , Reception, Operator, Concierge, Guest relations ) goals , product and
service standards delivery. Conduct quality assurance monitoring each period. Ensure consistency of
quality assurance process through consultation with analysts and department leadership. Perform MOD
duties.Conduct trainings for Customer care associates. Recognize customer needs quickly to determine if
Customer care ambassadors respond to guest needs in an accurate, courteous and professional manner.
Motivate Customer care ambassadors to meet and exceed team goals.
• 2009- 2015 Renaissance Golden View Beach Resort (Marriott International)- Guest Relations Supervisor
Guest services. Pre-arrival planning. Navigator team leader. To increase the loyalty of the customers.
Collaborate with management to develop and carry-out ideas and procedures, and set goals to
continuously improve department performance. Assign and ensure work tasks are completed on time and
that they meet appropriate quality standards. Develop and maintain positive working relationships with
others; support team to reach common goals; listen and respond appropriately to the concerns of other
employees. Ensure adherence to quality expectations and standards; identify, recommend, develop, and
implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-
savings. Navigator Team Leader.
• 2008-2009- Marriott Red Sea Resort (Marriott International) – Guest Relations Officer
Guest Services: To perform all the duties of a receptionist/cashier. Respond to any questions from guests,
and follow up with guests to ensure their requests or problems have been met to their satisfaction. File
guest paperwork or documentation. Send and respond to emails and website requests from guests.
Confirm reservations and cancellations. Rooms inspection. Assist departments/executives in obtaining
appropriate information regarding groups, inventory, and guest information. Contact appropriate
individual or department as necessary to resolve guest call, request, or problem.
• 2007- 2008- ZAO «OTEC», Moscow- Deputy director
Import of pedigree cattle to the farms from Canada and etc.: searching for the clients, deals execution.

2. • 2004-2007-Louis Dreyfus group, Moscow - Economist/Administrative assistant
Monitoring and controlling the elevators work, doing reports storages, prices, insurance field and etc.
• 2003-2004 - DeltaBank (GE money bank Moscow) – Economist
In the department of economic analysis, planning and accounting (preparing budget on business
expenses, administrative expenses, controlling on the expenses and agreements of the Bank, fixing of
budgets on new opening additional offices)
• 2002 - 2003 - KMB-bank, Saint –Petersburg – Probationer
Department of corporate business: working with corporate clients
• 2002 - 2002- Science promotion firm «Alteren», Saint Petersburg - Office-manager
Awards
Certificate Supervisor of the 1st quarter 2014
Certificate of 5 years’ service experience in Marriott hotels
Certificate Supervisor of the Year 2012
Certificate Associate of the Month
Thank you Letters
Key Trainings
Front Office Training, Dynemic Teams, Foundation of Leadership; Essential Skills for Supervisors and Managers;
Hospitality; Solving guest complaints; Empowerment etc.
• 1998 - 1 month studying in international school of English ‘Inlingua’ – Malta
• 1995 - 2 weeks studying in the international school of English - London
Skills
Computer – professional user
Languages –English - speaking, writing, business correspondence, texts- excellent;
Personal Qualities
communicative, positive demeanor, executive, flexible, punctual, accurate, responsible, easy educated,
stress Tolerance, diplomatic, sense of tact and politeness, calm character.
Interests
In sphere of tourism, economics, innovations, sports, music, psychology of communication, reading.