On 26 November 2025, the Department of Tourism, Hotel and Restaurant Business held an online meeting with an international industry practitioner in the field of hospitality – Violetta Safonova, Guest Relations Executive at the Sofitel London St James Hotel (London, United Kingdom).
During the meeting, Violetta spoke in detail about the specifics of operating a five-star hotel, the organisation of front office work, and interactions with different categories of guests, particularly diplomats, politicians, business and finance professionals, and other high-profile clients. Special attention was paid to issues of confidentiality and the importance of professional communication in the premium segment of the hotel industry.
An important part of the meeting was a practical overview of the OPERA system's use for hotel management, including processing special requests and personalised preferences. Based on real cases, participants considered situations related to handling guest complaints, providing compensation, and responding to dissatisfaction with service quality or accommodation conditions. It was emphasised how such decisions affect the hotel's reputation.
A separate part of the discussion focused on quality management of hotel services and working with guest expectations. Violetta emphasised the importance of delivering impeccable service quality, paying close attention to detail, and maintaining consistency in service standards, particularly in emotionally challenging situations. The discussion also covered issues of emotional resilience, the ability to maintain professionalism in conflict situations, as well as the appropriateness of staff rotation between the front office, reservations department and back office.
A key point of the meeting was the role of interpersonal and intercultural skills in the hospitality sector. The speaker emphasised the importance of politeness, friendliness, and the ability to listen to guests, as well as adapting one's communication style to different cultural contexts. She emphasised the importance of continuous learning, the development of language competencies, and personal growth in building a competitive career in the international hospitality industry.
03.12.2025
