Word
KIMELA SHAROFI
GUEST EXPERIENCE MANAGER
ATHENS
Summary
Motivated and ambitious leader with exceptional social and self-awareness skills. Skilled in coordinating and motivating teams to achieve outstanding results, even in fast-paced and dynamic environments. Demonstrates strong problem-solving abilities, a thirst for knowledge, and excellent communication skills. Committed to contributing to team success and driving positive outcomes. Eager to take on new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
13
13
years of professional experience
4
4
Languages
Work History
Guest Experience Manager
NIHI
09.2023 - 11.2024
- Mentored junior staff members in best practices for delivering outstanding service experiences to guests from diverse backgrounds.
- Collaborated with housekeeping and maintenance departments to ensure prompt resolution of room issues affecting the guest experience.
- Ensured seamless check-in/check-out processes by creating clear guidelines and providing staff with comprehensive training.
- Managed reservation system updates, ensuring accurate room availability information for guests and staff.
- Trained new team members on company policies and procedures to maintain consistent guest experience standards.
- Introduced innovative upselling techniques that resulted in increased revenue from add-on services and amenities.
- Analyzed guest data to identify trends and areas for improvement in service delivery.
- Improved overall online ratings by addressing negative reviews constructively and showcasing improvements made as a result of guest feedback.
- Organized special events tailored to guests'' interests, promoting engagement and loyalty within the hotel community.
- Streamlined front desk operations for improved efficiency and reduced wait times.
- Coordinated internal communications between departments effectively, reducing misunderstandings or delays impacting the guest experience negatively.
- Developed relationships with local businesses, resulting in increased referrals and repeat bookings.
- Conducted regular inspections of hotel facilities, ensuring cleanliness, safety, and compliance with brand standards.
- Resolved guest complaints promptly, demonstrating exceptional problem-solving skills and commitment to customer satisfaction.
- Enhanced guest satisfaction by implementing personalized service initiatives for VIP clients.
- Established partnerships with local attractions, providing exclusive deals for hotel guests while supporting the surrounding community''s economy.
- Implemented a feedback system, leading to continuous improvement of guest services based on client input.
- Greeted guests upon arrival and offered assistance.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Developed and maintained positive relationships with guests for satisfaction.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Butler Manager
Amanyara Resort
09.2021 - 08.2023
- Enhanced guest experiences by providing personalized and attentive services as per their preferences.
- Arranged for extra bedding, linens, towels, and furniture to satisfy guests.
- Inspected all cleaning and household tasks for alignment with quality standards.
- Maintained professional yet personable relationship with employer by observing social boundaries and standards of privacy and confidentiality.
- Maintained high standards of cleanliness and organization throughout the property, resulting in a consistently welcoming environment for residents and guests.
- Facilitated smooth transitions during relocation periods by overseeing packing/unpacking processes as well as organizing and setting up new living spaces.
- Assisted with event planning and execution, ensuring successful gatherings that left lasting impressions on attendees.
- Handled confidential personal information with discretion and sensitivity, preserving trust between employer and employee.
- Collaborated with other household staff members to ensure cohesive operation of all domestic matters.
- Oversaw maintenance projects within the residence by coordinating with contractors, keeping disruptions minimal while ensuring timely completion of work.
- Handled correspondence on behalf of the employer, ensuring timely responses while maintaining appropriate discretion with sensitive information.
- Cultivated relationships with vendors and suppliers to secure top-quality products at favorable prices for the household''s needs.
- Trained junior staff members in various aspects of butler service, enhancing their skills and improving overall team performance.
- Provided support during emergencies or crises within the household, acting swiftly and calmly to mitigate potential issues and ensure safety for all occupants.
- Acted as a trusted advisor to the employer by making informed suggestions regarding household matters, contributing to decision-making processes when required.
Villa Management and Supervision
Amanyara Resort
12.2019 - 09.2022
- Established effective communication channels between project team members, fostering collaboration throughout the project lifecycle.
- Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
- Utilized point-of-sale systems effectively to manage orders, payments, and other transactions smoothly.
- Maintained excellent communication between front-of-house and back-of-house teams for seamless operations.
- Assisted in inventory management for optimal stock levels and minimized wastage.
- Coordinated special events, creating memorable experiences for guests attending parties or celebrations.
- Enhanced team productivity by providing proper training and support to staff members.
Task Force Restaurant Supevisor
Amanjena Resort
08.2019 - 12.2019
- Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Monitored health and safety standards to maintain a clean, safe working environment.
- Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements and top service standards.
- Coordinated team members with focus on productivity, efficiency and enhancing customer experience.
Bartender
Amanyara Resort
12.2018 - 07.2019
- Served high customer volumes during special events, nights, and weekends.
- Kept bar presentable and well-stocked to meet customer needs.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
Bartender
Amanzoe Resort
05.2018 - 11.2018
- Served high customer volumes during special events, nights, and weekends.
- Kept bar presentable and well-stocked to meet customer needs.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
Head Waitress
Amanyara Resort
12.2017 - 05.2018
Villa Host
Amanzoe Resort
04.2017 - 11.2017
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Answered customer questions about hours, seating, and menu information.
- Ensured smooth operations during shift changes by communicating relevant information between incoming and outgoing staff members.
- Consistently upheld company standards and policies, contributing to a positive reputation for the establishment among guests and peers.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
Head Waitress
Villa Medusa Resort
03.2016 - 10.2016
Food and Beverage Assistant
Soiree Oyster Restaurant Bar
06.2015 - 03.2016
Hostess
Gelee Royale
09.2013 - 05.2015
Head Waitress
Mommy Restaurant and Bar
09.2011 - 08.2013
Education
Supervisory Skill Builders Course -
American Hotel & Lodging Association
Hospitality Management: Leadership Course - undefined
American Hotel & Lodging Association
Hotel and Tourism Management Certificate - Bachelors
LE MONDE Institute of Hotel and Tourism Studies
10.2015 - 5 2017
Revenue Management - Hospitality Revenue Management
Cornell University
02-2025
Certificate - Word, Excel , PowerPoint , Access
ECDL Certificate
Athens 01-2025
Skills
Villa Management
Owner Relations
CRM
Event Planning and Execution
Staffing
Scheduling and Training
Food & Beverage Management
Leadership and Mentoring
Housekeeping Supervision
Exceptional communication
Sales and upselling
Guest relations expertise
Computationalskills
CRM, WORD , EXCEL , POWERPOINT
Vaccination
Pfizer Vaccination
References
- Mr. James McBride, CEO and Co-Owner of NIHI resorts , jmcbride@nihi.com
- Mrs. Sabine Lamberts, Regional General Manager NIHI resorts , sabine@nihi.com
- Mr. Rupesh Menon, General Manager at French Leave Resort Bahamas, rmenon@frenchleaveresort.com
- Mr. David Garcia, Former Director of Residences at Amanyara, dgarcia@aman.com
- Mr. Sven van den Broeck , Managing Director at AMAN Europe and South Africa , sbroeck@aman.com
Industryskills
- Villa Management
- Owner Relations
- Event Planning and Execution
- Staffing, Scheduling and Training
- Food & Beverage Management
- Leadership and Mentoring
- Housekeeping Supervision
Software
Excel
Opera
Interests
Volunteering
Timeline
Guest Experience Manager
NIHI
09.2023 - 11.2024
Butler Manager
Amanyara Resort
09.2021 - 08.2023
Villa Management and Supervision
Amanyara Resort
12.2019 - 09.2022
Task Force Restaurant Supevisor
Amanjena Resort
08.2019 - 12.2019
Bartender
Amanyara Resort
12.2018 - 07.2019
Bartender
Amanzoe Resort
05.2018 - 11.2018
Head Waitress
Amanyara Resort
12.2017 - 05.2018
Villa Host
Amanzoe Resort
04.2017 - 11.2017
Head Waitress
Villa Medusa Resort
03.2016 - 10.2016
Hotel and Tourism Management Certificate - Bachelors
LE MONDE Institute of Hotel and Tourism Studies
10.2015 - 5 2017
Food and Beverage Assistant
Soiree Oyster Restaurant Bar
06.2015 - 03.2016
Hostess
Gelee Royale
09.2013 - 05.2015
Head Waitress
Mommy Restaurant and Bar
09.2011 - 08.2013
Hospitality Management: Leadership Course - undefined
American Hotel & Lodging Association
Supervisory Skill Builders Course -
American Hotel & Lodging Association
Revenue Management - Hospitality Revenue Management
Cornell University
Certificate - Word, Excel , PowerPoint , Access
ECDL Certificate