Sanna Maria Assali
Helsinki
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Service Manager
Sokotel, Radisson Blu Seaside Helsinki
05.2022 - Current
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated with other departments to maintain streamlined and productive workflow.
Waitress Supervisor
PKO, Brerak Sokos Hotel Bomba
10.2020 - 05.2022
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Monitored dining rooms for seating availability as well as service, safety, and well-being of guests.
- Greeted new customers, discussed specials, and took drink orders.
Destination Manager
Primera Holidays Oy, Lomamatkat/Matkavekka
09.2013 - 05.2020
- Prepared and processed related trip documents and invoices.
- Dealt professionally with requests, complaints, reviews and refunds.
- Met or exceeded goals by developing long-standing relationships with clients and soliciting new business through referrals and repeat business.
- Served clients by planning and selling domestic and international travel vacations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
Tour Leader
Kristina Cruises
03.2013 - 09.2013
- Built personal relationships with guests to promote positive experiences.
- Researched information to provide accurate, detailed tours.
- Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
- Guided groups of people on scheduled tours.
Destination Manager
Aurinkomatkat Oy Ab, Suntours
10.2004 - 10.2012
- Prepared and processed related trip documents and invoices.
- Dealt professionally with requests, complaints, reviews and refunds.
- Met or exceeded goals by developing long-standing relationships with clients and soliciting new business through referrals and repeat business.
- Served clients by planning and selling domestic and international travel vacations.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
Youth Leader
Juuan Kunta
04.2000 - 08.2003
- Encouraged youth to explore talents and interests, and assisted in developing individualized plans to foster personal growth.
- Provided guidance and support to youth in developing positive self-image and thriving personal relationships.
- Mentored and coached youth in developing communication, problem-solving and decision-making skills.
- Assisted youth in recognizing strengths and weaknesses, and guided development of personal and professional goals.
Education
Bachelor of Arts - Tourism And Travel Management
North Karelian Business And Travel School
Nurmes, Finland03.2006
Associate of Arts - Tourism And Travel Services Marketing Operations
Varpala College
Savonlinna Finland06.2004
Bachelor of Arts - Community/ Youth Pedagogue
Haapaveden Opisto, Humanistisen Alan AMK
Haapavesi, Finland01.2003
High School Diploma -
Juuan Lukio
Juuka, Finland05.1999
Skills
- Work Planning and Prioritization
- After-Sales Support
- Budget Control
- Customer Service
- Service Quality Management
- Service Documentation
- Staff Supervision
- Shift Scheduling
- Employee Training and Development
Certification
Hygiene passport, food & beverage
Alcohol passport
Languages
Finnish
Native language
English
Advanced
C1
Swedish
Intermediate
B1
Russian
Beginner
A1
Spanish
Beginner
A1
Timeline
Service Manager
Sokotel, Radisson Blu Seaside Helsinki
05.2022 - Current
Waitress Supervisor
PKO, Brerak Sokos Hotel Bomba
10.2020 - 05.2022
Destination Manager
Primera Holidays Oy, Lomamatkat/Matkavekka
09.2013 - 05.2020
Tour Leader
Kristina Cruises
03.2013 - 09.2013
Destination Manager
Aurinkomatkat Oy Ab, Suntours
10.2004 - 10.2012
Youth Leader
Juuan Kunta
04.2000 - 08.2003
Bachelor of Arts - Tourism And Travel Management
North Karelian Business And Travel School
Associate of Arts - Tourism And Travel Services Marketing Operations
Varpala College
Bachelor of Arts - Community/ Youth Pedagogue
Haapaveden Opisto, Humanistisen Alan AMK
High School Diploma -
Juuan Lukio
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