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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