Summary
Overview
Work History
Education
Skills
Timeline
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Kalliopi Kapogli

Senior Assistant Guest Experience Manager
Kalamata

Summary

As an experienced hospitality professional with a solid background in five-star resorts and hotels, I am dedicated to elevating the guest experience and creating memorable stays. My passion for the industry drives me to continuously enhance customer satisfaction. I am a quick learner with a strong sense of responsibility, organization, and creativity. With excellent communication skills and a team-oriented mindset, I am committed to delivering exceptional service and contributing positively to any hospitality environment.

Overview

11
11
years of professional experience
12
12
years of post-secondary education
3
3
Languages

Work History

Senior Guest Experience Assistant Manager

Mandarin Oriental, Costa Navarino
02.2023 - Current
  • The Guest Experience department consisted of five key units: Front Office, Concierge, Guest Relations, Butlers, and the Telephone Center. Our primary objective was to equip team members with the skills to proficiently execute tasks across all these areas.
  • In my role, I oversaw the team, providing guidance and support to ensure seamless performance across the department. This included designing and implementing essential training programs and managing daily operations.
  • I took direct responsibility for the Concierge, Guest Relations, and Back Office departments. My focus was on ensuring a positive and smooth guest experience by effectively addressing and resolving any issues that arose.

Private Service Specialist

Grandes Alpes, Courchevel 1850
12.2024 - 03.2025
  • As a Private Service Specialist in Grandes Alpes, Courchevel 1850 I am responsible for delivering personalized, high-end hospitality services to the in house guests. This role combines elements of concierge, housekeeping, and butler services to ensure an exceptional guest experience.

Duty Manager

The Living Adventure, Accor Hotels
11.2022 - 01.2023
  • I was involved in a unique project tasked with managing hospitality services across residential buildings and villa compounds throughout Qatar. This extensive operation covered 660 properties, comprising 66,800 rooms and supported by a diverse team of 12,589 members from 77 nationalities.
  • As a Duty Manager, reporting to the Front Office Manager, my primary responsibilities included training receptionists, assisting with the check-in and check-out processes, addressing guest complaints, and coordinating with the Housekeeping team to ensure seamless service delivery. Our specific site managed 659 units, encompassing 1,519 rooms.

Whenever Team Leader

Whatever, W Costa Navarino
05.2022 - 11.2022
  • During the pre-opening phase of our hotel, I successfully established a department from the ground up. This involved training a team of 10 individuals, managing all communications through the P.A.B.X. system for both incoming and outgoing lines, and overseeing Concierge services, which included booking activities, transfers, yachting experiences, restaurant reservations, and excursions.
  • I also played a key role in assisting with check-in and check-out procedures and managed all HR-related tasks. Additionally, I served as the GXP (Guest Experience Platform) Champion for the property, ensuring the highest standards of guest satisfaction.

Guest Service Center Team Leader

Complex Service Express, Costa Navarino
02.2018 - 11.2021
  • Supported the manager in executing all departmental procedures, including the training and development of an 18-member team. Additionally, managed all HR-related processes to ensure smooth and efficient operations.

Guest Service Center Agent

Complex Service Express, Costa Navarino
07.2016 - 02.2018
  • Managed all incoming and outgoing telephone calls, coordinated lost and found procedures, processed room service orders, and handled bookings for activities, restaurants, and transfers. Collaborated with all hotel departments to ensure guest expectations were consistently met.

Guest service center Agent, Extra Banquet

Athenaeum Intercontinental, Athens
10.2015 - 06.2016

PABX Agent

Hilton Athens
03.2014 - 11.2014

Education

MSc -

Greek Open University
10.2016 - 10.2021

IEK - undefined

IEK
02.2015 - 06.2017

Philosophias-Pedagogical and Psychology

National Kapodistrian University of Athens
10.2009 - 03.2014

Skills

  • Leadership Skills
  • Fast Learner
  • Customer Service
  • Customer Service

Timeline

Private Service Specialist

Grandes Alpes, Courchevel 1850
12.2024 - 03.2025

Senior Guest Experience Assistant Manager

Mandarin Oriental, Costa Navarino
02.2023 - Current

Duty Manager

The Living Adventure, Accor Hotels
11.2022 - 01.2023

Whenever Team Leader

Whatever, W Costa Navarino
05.2022 - 11.2022

Guest Service Center Team Leader

Complex Service Express, Costa Navarino
02.2018 - 11.2021

MSc -

Greek Open University
10.2016 - 10.2021

Guest Service Center Agent

Complex Service Express, Costa Navarino
07.2016 - 02.2018

Guest service center Agent, Extra Banquet

Athenaeum Intercontinental, Athens
10.2015 - 06.2016

IEK - undefined

IEK
02.2015 - 06.2017

PABX Agent

Hilton Athens
03.2014 - 11.2014

Philosophias-Pedagogical and Psychology

National Kapodistrian University of Athens
10.2009 - 03.2014

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Kalliopi KapogliSenior Assistant Guest Experience Manager