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
Helsinki, Finland
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
Nurmes, Finland
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
Greece, Spain, Portugal, Bulgaria, Italy, Malta, Denmark
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
Mediterranean Sea, Atlantic Sea, Black Sea, Barents Sea
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
Greece, Austria, Spain, Thailand, Malaysia, Borneo, Colombia
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
Juuka, Finland
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