Opera
Antigoni Naskami
Hospitality Expert
Nea Moudania,I
Summary
Dedicated and highly accomplished General Manager with 20 years of extensive experience in the hospitality industry, consistently delivering outstanding operational and financial performance. Proven track record of leading high-performing teams to exceed guest expectations while achieving profitability targets. Adept at implementing innovative strategies to enhance guest satisfaction and optimize operational efficiency. Exceptional leadership, communication, attention to detail, and problem-solving skills with a passion for delivering world-class guest experiences.
Overview
20
20
years of professional experience
3
3
Languages
3
3
years of post-secondary education
Work History
General Manager
Domes Resorts
02.2024 - Current
- Successfully partnered with owners, operators, designers, and contractors to execute a comprehensive renovation project from conception to completion.
- Engaged with key stakeholders to gather requirements, provide updates, and incorporate feedback, maintaining a high level of satisfaction throughout the project.
- Drafted project reports to identify successful outcomes, insights and future recommendations.
- Addressed and resolved issues promptly, leveraging diverse perspectives and expertise within the team to find optimal solutions.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Ensured compliance with industry regulations, company policies, and best practices within all areas of operation.
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Assisted in recruiting, hiring and training of team members.
General Manager
Sani Resort
10.2018 - 12.2023
- Demonstrated success in leading teams of up to 400 employees to consistently exceed goals.
- Created memorable guest experiences through the design of unique hospitality concepts catered specifically towards target demographics.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Improved employee retention through effective communication and effective management of suggestions/complaints, while implementing appropriate feedback for improved employee morale.
- Collaborated with cross-functional teams to develop innovative solutions.
- Ensured compliance with all relevant regulations pertaining to hospitality services, maintaining a safe environment for guests and employees alike.
Assistant Hotel Manager
Sani Resort
9 2016 - 9 2018
- Facilitated open lines of communication between staff members across various departments for smooth collaboration.
- Assisted in the creation of long-term strategic plans for the hotel''s continued growth and success.
- Improved employee retention rates through effective recruitment strategies, comprehensive onboarding processes, and ongoing support initiatives.
- Coordinated events and conferences, ensuring smooth execution of all logistical aspects.
- Maintained high standards of cleanliness throughout the property by enforcing strict housekeeping procedures.
- Monitored online reviews and ratings from guests, implementing changes as necessary to address concerns or capitalize on positive feedback.
- Fostered a welcoming atmosphere for guests by cultivating a culture of exceptional service among staff members.
- Oversaw daily operations, addressing any issues promptly to minimize disruptions to guest services.
- Conducted regular inspections of facilities to identify areas in need of maintenance or improvement.
- Increased customer service ratings through personable service.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
Rooms Division Manager
Sani Resort
11.2013 - 08.2016
- Overseeing and providing guidance to the Rooms Division departments, including front office, housekeeping, maintenance, and guest services.
- Provided exceptional guest experiences by addressing complaints promptly and offering personalized solutions to meet their needs.
- Upheld high standards for customer service and led by example.
- Inspected rooms for damages and sufficient housekeeping practices.
- Coordinated with maintenance team to ensure timely repairs and preventive maintenance schedules in all guestrooms and public areas.
- Evaluated employee performance regularly, providing constructive feedback and recognizing top performers through appropriate rewards and incentives.
- Fostered a positive work environment through employee engagement initiatives, resulting in high retention rates.
- Enhanced communication between departments by holding regular cross-functional meetings to discuss operational challenges and improvements.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Oversaw day-to-day operations of 368-room hotel with staff 65 employees.
Front Office Manager
Sani Resort
2 2013 - 11.2013
- Guided a team of 35 front desk agents, concierge staff, and bellmen, providing training, coaching, and performance evaluations to ensure exceptional guest service
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Front Office Manager
Elani Bay Resort
01.2011 - 12.2012
- Guided a team of 20 front desk agents, concierge staff, and bellmen, providing training, coaching, and performance evaluations to ensure exceptional guest service
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Front Office Manager
Sani Resort
02.2007 - 11.2010
- Guided a team of 50 front desk agents, concierge staff, and bellmen, providing training, coaching, and performance evaluations to ensure exceptional guest service
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Receptionist
Kassandra Palace
04.2005 - 10.2006
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Resolved customer problems and complaints.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks and met time-sensitive deadlines.
- Corresponded with clients through email, telephone, or postal mail.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
- Collaborated with management to improve internal processes and procedures for better workflow optimization.
Entertainer
Sani Resort
04.2004 - 10.2004
- Explained and demonstrated safe and appropriate exercises for clients of various fitness and physical abilities.
- Delivered fun and motivating group fitness classes designed to improve overall health and fitness levels.
- Performed themed sets and shows with minimal repetition to provide original content for returning guests.
- Danced, sang and conducted games encouraging guest participation through playful antics and engagement.
- Practiced and rehearsed choreographed dance routines to deliver flawless venue performances.
- Maintained a high level of professionalism during all interactions with clients, venues, and fellow performers.
Education
BBA - Business Administration And Management
Theodor Heuss
Reutlingen 09.2001 - 03.2004
Skills
Visionary leadership
Personal Information
Nationality: Greek (EU Authorization)
Accomplishments
- Led a major renovation project that upgraded the hotel's facilities, increasing guest satisfaction and overall property value.
- Developed and mentored a management trainee program, successfully promoting 5 employees to managerial positions within two years.
- Reduced employee turnover by 20% by personally mentoring staff, fostering an inclusive and supportive work environment, and regularly conducting one-on-one meetings to address concerns and career development goals.
- Supervised team of 400 staff members.
- Successfully drove the Net Promoter Score (NPS) to 93% by implementing personalized guest experiences and proactive feedback mechanisms.
- Awarded 2nd in the world in the category of Family Hotel in the TripAdvisor Traveler's Choice Awards, enhancing the hotel's global reputation and appeal to family travelers.
- Achieved Gross Operating Profit (GOP) 1% above budget for five consecutive years, showcasing consistent excellence in financial management and cost control.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Software
Timeline
General Manager
Domes Resorts
02.2024 - Current
General Manager
Sani Resort
10.2018 - 12.2023
Rooms Division Manager
Sani Resort
11.2013 - 08.2016
Front Office Manager
Elani Bay Resort
01.2011 - 12.2012
Front Office Manager
Sani Resort
02.2007 - 11.2010
Receptionist
Kassandra Palace
04.2005 - 10.2006
Entertainer
Sani Resort
04.2004 - 10.2004
BBA - Business Administration And Management
Theodor Heuss
09.2001 - 03.2004
Assistant Hotel Manager
Sani Resort
9 2016 - 9 2018
Front Office Manager
Sani Resort
2 2013 - 11.2013
Similar Profiles
Evangelia PapaoikonomouEvangelia Papaoikonomou
Operations Manager at Domes ResortsOperations Manager at Domes Resorts
Alexandros DimitrikasAlexandros Dimitrikas
Food and Beverage Manager at Domes ResortsFood and Beverage Manager at Domes Resorts
Vassiliki SylaidouVassiliki Sylaidou
GUEST RELATIONS MANAGER at DOMES Aulus ELOUNDA CURIO COLLECTION BY HILTONGUEST RELATIONS MANAGER at DOMES Aulus ELOUNDA CURIO COLLECTION BY HILTON