Liubov Khomenko
Head Of Hospitality Department
Warsaw
Summary
Experienced Hospitality Manager with over 10 years of experience in Football. Excellent reputation for resolving problems and improving customer satisfaction. For the entire period of working at FC Shakhtar Donetsk have organized hospitality projects at all home matches at 6 different stadiums in 6 different cities of Ukraine, now working at the The Stadion Wojska Polskiego in Warsaw to provide high Hospitality service for UEFA Champions League matches of Shakhtar. Over the entire period of working in FC Shakhtar have created and opened new VIP clubs with a fully developed concept and development strategy. Monitored local execution, driving cross-stakeholder relationships and guiding local staff. Earned to the company more then $10 millions, managed and supervised implementation of the Hospitality Program for all home stadiums of Shakhtar (in average 3 500 guests and 300 staff for each stadium).
Overview
14
14
years of professional experience
7
7
years of post-secondary education
Work History
Head of Hospitality Department
FC Shakhtar Donetsk
4 2015 - Current
- Provided maximum attendance of VIP segment on days of FC Shakhtar home matches in accordance with approved sales and profitability plans (max capacity of VIP-areas at stadiums FC Shakhtar played: Donbass-Arena 4100 places, Arena Lviv - 1750 places, Metallist Kharkiv Stadium - 2304 places, NSC Olimpiyskiy Kyiv - 5049 places).
- Created new profitable VIP zones on each stadium where FC Shakhtar played this period.
- Created and supervised catering services for all Hospitality Areas in local championship and UEFA Champions|Europe League matches in all home stadiums.
- Managed relationships with club sponsors, including contract negotiations and activation of collaborative initiatives to fulfill contractual obligations.
- Build and supervised work of department for active sales of season tickets/tickets to VIP zones of rented stadium for all FC Shakhtar home matches.
- Prepared and monitored on relevant budgets (income and costs).
- Organized of an official dinner before all UEFA games (catering and event activities).
- Provided high-quality service to VIP guests on match days by services and contractors by coordinating actions of all involved in the process. Promptly resolving conflict situations that occur during a match in VIP zones.
- Developed a motivation system for VIP clients in order to expand client base, increase number of customers and attendance of all Hospitality areas.
- Drove operational improvements which resulted in savings and improved profit margins.
Commercial Department Manager
FC Shakhtar Donetsk
08.2012 - 04.2015
- Prepared and controlled of the budget of the commercial department, responsible for the entire document flow of the department.
- Developed and maintained courteous and effective working relationships.
- Planned and management of meetings and calendar.
- Prepared contracts, invoices and other documents: coordination of agreements review by legal, finance, and security departments, controlling the deadlines.
- Administrative support: resolving day-to-day issues in order to ensure smooth, efficient operation of the department
- Organization of business trips ( (visa, transport, hotel, reports)
- Developed team communications and information for meetings.
- Prepared variety of different written communications, reports and documents.
VIP Hospitality Manager
FC Shakhtar Donetsk
08.2012 - 04.2015
- Prepared all hospitality areas of Donbass-Arena and Arena Lviv stadiums to matchday or other events (coordinated/posted menu on website before match/event, received feedback from customers, provided all data to catering service, controlled furniture of VIP zones, managed work of temporary staff and logistical aspects).
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Managed all suppliers.
- Initiated and monitored all interests, needs, and complaints of VIP customers to expand range of offered service.
- Prepared meetings, presentations and documents.
- Was main contact person for all VIP-guests 7 days a week.
- Learned new skills and applied to daily tasks to improve efficiency and productivity of stadium hospitality.
Hostess Supervisor on EURO 2012
Donbass-Arena Stadium
05.2012 - 07.2012
- Coordinated group of hostess at all Euro-2012 matches, teched them all necessary skills, resolved any conflict situations at event.
- Provided first-class service to VIP guests at Donbass-Arena Stadium.
- Prepared variety of different written communications, reports and documents.
- Managed team of employees, overseeing hiring, training, and professional growth of hostess.
- Exceeded goals through effective task prioritization and great work ethic.
Hostess
Donbass-Arena Stadium
02.2011 - 07.2012
- Welcoming VIP guests at the Stadium.
- Responsible for the enjoyment of the VIP guests throughout event
- Ensured that complaints are dealt with efficiently.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Coordinated schedules and timelines for events.
Education
Master's Degree - Mathematics And Computer Science
Donetsk National University
Ukraine 09.2007 - 06.2012
Master's Degree - Marketing
Donetsk National University
Ukraine 09.2011 - 03.2014
Skills
- Project managment
Customer service expert
Catering
Business development and planning
Product and service sales
Marketing
Hospitality
Event Planning
Languages
English
Very Good
Ukrainian
Excellent
Russian
Excellent
French
Basic
Polish
Average
Timeline
Commercial Department Manager
FC Shakhtar Donetsk
08.2012 - 04.2015
VIP Hospitality Manager
FC Shakhtar Donetsk
08.2012 - 04.2015
Hostess Supervisor on EURO 2012
Donbass-Arena Stadium
05.2012 - 07.2012
Master's Degree - Marketing
Donetsk National University
09.2011 - 03.2014
Hostess
Donbass-Arena Stadium
02.2011 - 07.2012
Master's Degree - Mathematics And Computer Science
Donetsk National University
09.2007 - 06.2012
Head of Hospitality Department
FC Shakhtar Donetsk
4 2015 - Current
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