- Athens Greece
A sociable and energetic Greek/Mexican citizen graduated from Alpine Center, the Swiss Business School for Hotel and Tourism Management. Started my career as a Bell-Boy and worked my way up through all operational deparments within the hotel structure gaining knowledge and experience.
My passion for Guest Service and the uniqueness we can provide through product and service innovations, joined by my international exposure within different areas offer me the tools to adapt in changing envoirnments, learning and creating opportunities from other cultures. On a personal note, I am keen on the artistic fields such as plastic arts, literature and photography.
Mantained a detailed knowledge about the hotel's services and hours of operations and communicate through training and other activities to the rest of the Guest Service team. Anticipated and intervened in all incidents of guest dissatisfaction and took inmmediate action to improve their experience. E.g. recovery procedures. Assumed responsibility for gaining feedback from guests. Using customer satisfaction surveys and forms that guests can completed in their rooms before check-out. Collected these forms, monitored feedback scores and addressed consistent or critical feedback to maintain a strong guest services program.
Assisted in the organization and administration of all operational In-Room Dinning aspects maintaining the adequate standards.
Head hunted from previous position to generate sales for this new property, focusing on Business
travellers and other segments. Utilizing the hotel’s strength as a newly developed property with a simple layout, opposed to the villa style of older properties.
Initiated contact with Government agencies. As a new museum was being created in the area I
took the opportunity to develop a relationship with the Ministry of Culture who was managing
Targeted large companies in the area and won accounts for PricewaterhouseCoopers and
Volkswagen. These companies had a long history with other hotels in the area, but where attracted by the site inspections conducted and the great services offered.
Focus on Guest Service Expand customer portfolio Build-up relationship with local, national and international businesses to ensure the image of brand Create & develop marketing strategies to ensure productivity.
This was my introduction to the Sales department of a hotel. I learned how to build a database, perform siteinspections, client prospection and convert potential business into actual sales. Developed relationships with other hotels, from the same group, in different regions to generate referrals to my hotel. Also worked closely with the Front of House Manager on yield management and supervised a trainee that helped me with the day to day tasks.
Guest Management-ensured I exceeded guest's expectations by achieving service levels which were above standard. Stock management-ensured the required supplies were always available and informed via the required channels the need for particular items Worked in in both the Family and Fine dining restaurant as well as the Catering & Events department helping along side business meetings, weddings and social events.
This was a summer job I accepted after studying, as I wanted to travel and gain more experience in a different type of hotel and envoirnment. Provided prompt service and ensured that there was proper cover for the restaurant. Initiated conversations with guests and provided information on the area. Maintained the standards for the restaurant service and ensured customers were satisfied
Trainee Manager /Assistant F&B
To supervise and run operations of the restaurant. Take all orders from guests, have substantial F&B knowledge in order to upsell and describe menu items, manage staff in conjunction with F&B manager, handle complaints and be person responsible in absence of senior managers. Advise customers on all F&B choices and ensure the restaurant staff have similar product knowledge
Assist with the training of Restaurant staff including holding annual performance reviews.
Assist with processing the daily cash sheets in conjunction with other supervisors and managers.
OCESA — Assistant Translator English/Spanish translation services Assistant of Security Inspector on Site In charge of the translation of official documents and inmigration paperwork 2
Checked front office accounting records for accuracy on daily basis, summarized and compiled information for the hotel's financial records. Tracked room revenue, occupancy percentages, and other front office operating statistics.
Prepared a summary of cash, check, and credit card activities, reflecting the hotel's financial performance for the day. Posted room charges and room taxes to guest accounts including guest transactions not posted during the day by the front office cashier. Ran End of day process / Night audit process on the Property management software.
Spanish: Mother tongue
English: Fluent in Speaking, Writing and Reading
Greek: Moderate knowledge in Speaking and Reading
Italian: Basic knowledge in Speaking and Reading