Maria Kavroudaki
Thrakomakedones, Attika,Greece
Summary
Mathematician with a demonstrated history of working in the Hospitality & Travel industry. Able to react to changing conditions, establish priorities and meet challenges head-on. Experienced Director of outbound Travel Division with over 8 years of experience in Hospitality Services. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements.
Overview
11
11
years of professional experience
Work History
Director of Outbound Travel Sales
Original Senses
Athens, Attica
10.2017 - Current
- Direct, coach & supervise team of 4 travel advisors
- Organize incentives, bonus schemes and competitions
- Implement alternative and innovative ideas for achieving new business
- Deliver and exceed branch performance and productivity
- Manage budgets and maintain statistical and financial records
- Promote travel products and tour packages B2B / B2C
- Source products and destinations to meet consumer demands for bespoke travel & sustainable tourism
- Take part in familiarization / inspection visits to new destinations around the world
- Liaise with travel partners, including airlines & hotels, to manage bookings, often a year in advance
- Deal with customer enquiries and aim to meet their expectations
- Provide sales reports to head office
- Oversee the smooth, efficient running of the business
- Motivate the sales team to hit and exceed their targets and ensure company profitability
- Deal with disciplinary matters and customer complaints
Member Relations Associate
Tatoi Club
Athens, Attica
11.2016 - 10.2017
- Deal with billing, maintenance and security procedures
- Ensure that all interactions between administration, employees, members and outside services run as smoothly as possible
- Engage in professional networking to maintain strong relationships with members
- Increase revenues and supporting business goals by developing public relations strategies and campaigns
- Monitor social media and online sources for industry trends
Guest Relations Manager
Miraggio Thermal Spa Resort
Chalkidiki, Macedonia
06.2016 - 09.2016
- Analyze customer feedback and provide strategic direction to continuously improve overall rating
- Respond to guests needs and anticipate their unstated ones
- Propose ideas to improve provided services and event quality
- Promote the events using marketing material, cold calling, and social media as examples of ways to spark attention
- Actively listen and resolve guests' complaints
- Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)
- Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
- Promote all amenities, conveniences and programs offered
- Examine activities logbook, assign tasks appropriately and implement control schedule daily
- Direct, coach & supervise team of 5 front desk agents and helped to resolve issues arising during shifts
- Appraise team's performance and produce reports
- Train new employees, demonstrating best methods for serving clients and guests
Reservations Executive
Amanzoe
Porto Heli, Peloponnese
07.2012 - 06.2016
- Handle room & villa reservations / concierge requests
- Monitor room allocation
- Daily/weekly/monthly reporting internally in Amanzoe and to the top management of the Aman Group
- Audit / check contracts and contract templates
- Manage configuration for all software or extranets related to channel management
- Ensure inventory, rates and restrictions are in parity and updated at all times
- Negotiate group rates with hotels to meet budget and client requirements
- Prepare customer invoices, accepted payments and processed refund and cancellation requests
Education
Hotel Revenue Management Certificate - Revenue Management
Cornell University
Online Courses 02.2014
Bachelor of Science - Mathematics
University Of Patras
Peloponesse02.2011
Skills
- Key holder experience
- Key stakeholder relationship building
- Staff education and training
- CRM/ OPERA/ PMS
- Account management
- Report preparation
- Strategic sales knowledge
- Data collection and analysis
Timeline
Director of Outbound Travel Sales
Original Senses
10.2017 - Current
Member Relations Associate
Tatoi Club
11.2016 - 10.2017
Guest Relations Manager
Miraggio Thermal Spa Resort
06.2016 - 09.2016
Reservations Executive
Amanzoe
07.2012 - 06.2016
Hotel Revenue Management Certificate - Revenue Management
Cornell University
Bachelor of Science - Mathematics
University Of Patras
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