Maiia Utkina

I

eCommerce Operations Advisor

Independent

Dec 2024 - May 2025 (6 months)

*Build a scalable eCommerce platform, defining structure, functionality, and integrations to optimize user experience and operational efficiency *Advise and support eCommerce businesses in optimizing operational processes, logistics, and customer experience strategies *Develop and implement a comprehensive business strategy to drive growth, profitability, and market positioning in the eCommerce space

A

Co-Founder & Consultant

Authentic Hospitality Consulting

Dec 2024 - Current (7 months)

* Strategic Growth & Operations – Business planning, property openings, and operations management. * AI & Digital Transformation – Implementing technology-driven solutions for efficiency and innovation. * Performance Optimization – Enhancing profitability, customer experience, and overall business performance.

Global Product & Experience Director

Selina

Feb 2024 - Aug 2024 (7 months)

* Define product guidelines and ensure consistent application across all Selina locations * Conduct regular brand audits to ensure compliance around the world * Develop a deep understanding of the customer journey and touchpoints to identify opportunities for improving the overall customer experience * Create, define, prioritize global experience projects that should be implemented based on the company’s annual strategy and areas of focus * Lead weekly guest review sessions with country leaders and provide support in managing the analysis, review and action plan process to improve guest satisfaction

Global Director Of Customer Experience

Selina

Jan 2023 - Feb 2024 (1 year 2 months)

* Monitor and analyze guest experience data to identify successes and areas of opportunity. * Work with Regional, country and location team members on plans to improve guest experience. * Ensure the proper resolution of all guest issues within the required time frame. * Evaluate operational processes that impact guest experience to make improvements as necessary. * Work with the L&D team to create guest experience training materials and learning support content. * Create and communicate periodic and accurate guest experience reports for all locations, countries and regions. * Conduct guest experience review meetings with regional, country and location leaders and team members to ensure proper communication, analysis and follow up to issues

Global Director of Compliance

Selina

Jan 2022 - Sep 2022 (9 months)

* Develop and implement compliance policies and processes to ensure all hotel locations operate in accordance with local, regional, and international regulations. * Monitor and analyze regulatory changes and assess the impact on hotel operations. * Conduct periodic audits and risk assessments of hotel locations to identify areas of non-compliance and potential risks. * Work closely with location management teams to develop and implement corrective action plans to address areas of non-compliance and mitigate risks. * Provide guidance and support to location management teams on compliance matters, including employee training and awareness programs. * Monitor and report on compliance metrics to senior leadership, including audits, corrective a

Global Director of Operations Excellence & Optimization

Selina

Feb 2021 - Jan 2022 (1 year)

* Develop and implement operational strategies and processes to optimize performance across all hotel locations. * Analyze P&L reports to identify areas of opportunity in all operational areas. * Perform root-cause analysis on identified areas of opportunity and create tailored improvement plans for locations. * Engage different departments or external support as needed in the implementation of the improvement plan. * Monitor location’s performance to evaluate improvement plan effectiveness and report on assigned location’s improvement. * Constantly communicate with location’s General Managers regarding operational performance and provide guidance and support. * Create standard operational procedures and guidelines * Provide regular updat

Global Operations Optimization Manager

Selina

Sep 2018 - Feb 2021 (2 years 6 months)

* Provide support to Locations’ management team during soft-opening or when in need for operational support * Analyze P&L reports to identify areas of opportunity in all operational areas * Perform root-cause analysis on identified areas of opportunity * Create taylor-made improvement plan for locations * Engage different Departments or external support as needed in the implementation of the improvement plan * Monitor location’s performance to evaluate improvement plan effectiveness * Report on assigned location’s improvement * Constantly communicate with location’s General Managers regarding operational performance * Fill-in for location-level Managers position

Head of Country: Panama

Selina

Jan 2016 - Jul 2017 (1 year 7 months)

* Controlling operations of all departments of the hotels in Region, including but not limited to Hotel Accommodation, Food&Beverage Department, Explore, Education and Wellness Department. * Act as direct manager for all the location General Managers in the country. Provide them with guidance and support. * Monitor country goals including the locations’ P&Ls as well as meeting established timelines. * Actively participate in all hiring activities at country level and in the recruitment of general managers for all locations in country. * Provide support through business and country expertise to diverse functions: Real Estate, Business Development, Pre-Opening, etc. *Be a vocal advocate for the Selina experience and brand. * Actively particip

Assistant to Director of Operations

Selina

Jun 2015 - Jan 2016 (8 months)

* Key person of communication between the hotels and Headquarters * Creating and updating Operation Book with all protocols and procedures * Monitoring and assuring all purchases and logistics to locations are happening on time, as per min/max list and on budget * Making sure the Daily, Weekly and Monthly Reports are accurate before submitting the final version to Operation Director

Assistant General Manager

Selina

Nov 2014 - Jun 2015 (8 months)

* Supervise housekeeping and maintenance team. * Quality control of the housekeeping team, specifically to ensure that the rooms meet the standards before check-in. * Supervise inventories and purchases. * Act as accountant of the location by being responsible for financial reports, inventories and daily closings. * Supervise the reception area and all communications with the guest. * Handle all suggestions and complaints of the guest. * Step in as General Manager if needed.

Intern: Receptionist & Waiter/ Bartender

Selina

Jun 2014 - Nov 2014 (6 months)

* Greet and welcome guests in a friendly and professional manner * Answer phone calls and respond to inquiries * Manage reservations and ensure accuracy of guest information * Check guests in and out, and handle payments * Provide exceptional customer service at all times * Maintain a clean and organized working area * Take food and drink orders accurately and efficiently * Prepare and serve drinks, including cocktails, beer, and wine * Ensure guest satisfaction by addressing any concerns or issues promptly * Work collaboratively with kitchen staff to ensure timely delivery of food and drinks * Assist with inventory management and ordering supplies as needed * Follow all safety and sanitation procedures * Assist with administrative tasks as

H

Lifeguard

High Sierra Pools Inc

Jun 2012 - Sep 2012 (4 months)

N

Waitress and Bartender

Nash Hotel

Jul 2013 - Sep 2013 (3 months)

Maiia Utkina

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Maiia's behavioral traits
Maiia's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.