Freelancer profile translated to English.
Back to original languageAbout Arsene
19 years of international experience | Trilingual: Russian, French, English
Currently, in my free time, I work as a customer communication trainer in the luxury hotel and restaurant sector.
Professional Overview:
With 17 years of experience in hospitality and catering, I am an expert in multilingual communication. I have worked in various countries, developing key skills in communication strategy, staff training, crisis management, and online reputation management. My diverse professional background includes positions such as waiter, head waiter, maître d'hôtel, and receptionist. I have also had the opportunity to work not only in Michelin-starred restaurants but also at the counter of a fast-food establishment, which has given me a global perspective of the sector.
International Experience:
My career has taken me to Russia, France, the United Kingdom, and beyond. This international experience allows me to understand and meet the expectations of clients from different cultures while maintaining high service standards.
Commitment to Excellence:
My passion for creating exceptional experiences and my commitment to excellence have helped me improve customer satisfaction rates, develop effective communication strategies, and manage crises professionally.
Contact:
As a specialist in hotel and restaurant communication, I am ready to bring invaluable value to your project or establishment. Contact me to discuss how I can improve your communication and contribute to your success.
French
Native or bilingual
Russian
Native or bilingual
English
Fluent
Can work on-site
Neuchâtel (up to 50km), Lausanne (up to 50km), Genève (up to 50km), Montreux (up to 10km)
Experience
- FORMATEUR EN HOTELLERIE / RESTAURATIONHOSPITALITY / CATERING TRAINERRESTAURANTS AND FOOD SERVICESeptember 2021 - Today (4 years and 9 months)Paris, FranceTraining program design:Design training programs according to the specific needs of the establishment, taking into account industry standards and customer expectations.Technical training:Provide training on necessary technical skills, such as culinary preparation, dining room service, hotel management, reception, etc.Customer service training:Deliver training focused on customer service, including reception, communication, problem-solving, and complaint management.Safety and hygiene standards training:Ensure staff training on food safety, personal hygiene, and workplace safety protocols.Software and management systems training:Teach the use of hotel management, reservation, and customer management software.Performance evaluation:Evaluate staff skills through practical tests, simulations, and exams to measure training effectiveness.Training program updates:Keep training programs up-to-date according to industry developments, new trends, and feedback.Continuing education:Provide ongoing training for existing staff to continuously improve their skills.Training resource management:Manage educational resources, including manuals, training equipment, and visual aids.Collaboration with management:Work closely with the establishment's management to understand business objectives and adapt training accordingly.Monitoring and evaluation:Evaluate training effectiveness by measuring customer satisfaction, monitoring staff performance, and collecting feedback.
- Hôtel Beau RivageAssistant Banquet ManagerHOSPITALITYApril 2024 - Today (2 years and 2 months)Neuchâtel, Switzerland1. Planning assistance:Support the banquet manager in coordinating events.2. Operational organization:Prepare rooms (setting up tables, decorations, audiovisual equipment, etc.).Supervise logistics: buffet, table service, service timing.3. Team leadership:Lead and motivate the team during the event.Train new employees or temporary staff.4. Service quality:Ensure that the hotel's quality standards are met.Be present during banquets to intervene if necessary or in case of problems.5. Administrative follow-up:Assist with billing and report writing after the event.Manage inventory of materials and products.Key skills:Organizational and foresight skills.Excellent presentation and customer contact skills.Stress resistance and flexible hours.
- HOTEL GROUP ACCORRECEPTIONHOSPITALITYFebruary 2022 - March 2024 (2 years and 1 month)Pontault-Combault, FranceGuest reception:Warmly welcome guests upon their arrival at the hotel, offering courteous and professional service.Provide information about the hotel, services offered, and local attractions.Check-in and check-out:Efficiently handle guest check-in and check-out, ensuring all administrative formalities are complete and accurate.Securely manage room keys and access cards.Reservation management:Take reservations by phone, email, or in person.Ensure reservations are correctly recorded and guest information is up-to-date.Respond to guest requests:Respond to guest questions and special requests, whether for information about the city, concierge services, or special requests for their stay.Billing and payment:Handle financial transactions, including billing for stays, payments, and credit card information verification.Complaint management:Handle guest complaints professionally, resolve issues quickly, and strive to ensure guest satisfaction.Internal communication:Collaborate with other hotel departments, such as maintenance and housekeeping, to meet guest needs.Administrative management:Maintain accurate records of arrivals, departures, reservations, and financial transactions.Securely manage confidential guest information.Safety and compliance:Adhere to safety protocols and hotel standards, especially in case of emergencies.Flexible hours:Be willing to work flexible hours, including evenings, weekends, and holidays, as hotels operate 24/7.
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Education
- BTS Management in Hospitality and Catering Option AICOGES20101. Service en salle : Accueil et placement des clients. Prise de commandes et transmission en cuisine. Service des boissons (vin, eau, cocktails, etc.). Service des plats (dressage, découpage, flambage, etc.). Gestion des couverts et des nappes. Techniques de présentation et de décoration des tables. Gestion des codes de conduite et de l'étiquette en salle. 2. Gestion de la salle à manger : Planification de la disposition des tables. Gestion des réservations et des horaires de réservation. Gestion des plannings du personnel de salle. Gestion des stocks de vaisselle, de verres et de couverts. Contrôle de la qualité du service en salle. Gestion des flux de clients pendant les heures de pointe. 3. Connaissance des produits : Connaissance des menus et des plats proposés. Connaissance des vins et des accords mets et vins. Connaissance des boissons (alcoolisées et non alcoolisées). Sensibilisation aux allergies alimentaires et aux restrictions alimentaires. 4. Gestion des plaintes et du service client : Gestion des situations de conflit et de plaintes des clients. Fourniture d'un service client de haute qualité. Résolution proactive des problèmes pour garantir la satisfaction des clients. 5. Communication et relations interpersonnelles : Compétences en communication pour interagir efficacement avec les clients et l'équipe de cuisine. Capacité à travailler en équipe et à coordonner les activités de salle. 6. Hygiène et sécurité alimentaire : Respect des normes d'hygiène alimentaire et de sécurité au travail. Formation sur la manipulation des aliments en toute sécurité. 7. Gestion administrative : Tenue de registres précis des transactions, des réservations et des commentaires des clients. Gestion des paiements, des factures et des procédures comptables liées au service en salle. 8. Formation en langues étrangères : Possibilité d'apprendre ou d'améliorer des compétences linguistiques, notamment en anglais, pour interagir avec une clientèle internationale.