Klara Meleq
Kos
Summary
Proven leader in hospitality management, adept at elevating guest experiences and exceeding revenue goals by over 20% at Aqua Blu Boutique Hotel + Spa. Specializes in front desk operations and staff training, showcasing exceptional problem-solving and multitasking skills. Promotes teamwork and customer satisfaction through innovative solutions and effective staff development.
Overview
5
5
years of professional experience
5
5
Certifications
Work History
Front Office Supervisor
Aqua Blu Boutique Hotel + Spa
04.2024 - Current
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Coached employees through day-to-day work and complex problems.
- Consistently exceeded revenue goals by upselling hotel amenities, services, and room upgrades.
- Organized documents for company communication, travel vouchers, and payment services.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
Head Receptionist
Michelangelo Resort & Spa
04.2023 - 11.2023
- Coordinated team meetings and events, securing necessary resources, including conference rooms and catering services.
- Assisted in training new receptionists on company policies, software applications, and best practices for optimal performance.
- Provided support during high-volume periods by effectively multitasking and prioritizing responsibilities under pressure.
- Ensured accurate record-keeping by diligently updating client information within the database system.
- Handled sensitive client information with discretion to maintain confidentiality at all times while adhering to privacy regulations.
- Managed multiline phone systems, directing calls to appropriate personnel and taking detailed messages when necessary.
- Supported company initiatives by assisting in the implementation of new policies and procedures, ensuring a smooth transition for all team members.
- Contributed to office supply management by monitoring inventory levels and submitting orders as needed to avoid shortages or delays in work processes.
- Streamlined appointment scheduling for improved time management and increased client flow.
Receptionist Assistant
Michelangelo Resort & Spa
05.2022 - 10.2022
- Maintained order and cleanliness of reception area for professional and inviting atmosphere.
- Communicated with individuals entering building to boost security, assist visitors and keep visitor log.
- Confirmed appointments, communicated with clients, and updated client records.
- Provided exceptional customer service by addressing client concerns professionally and courteously, contributing to a welcoming atmosphere.
- Managed multiple tasks and met time-sensitive deadlines.
- Greeted numerous visitors, vendors and interview candidates.
- Resolved customer problems and complaints.
PBX Hotel Operator
Dimitra Beach Hotel & Suites
05.2020 - 09.2020
- Proactively identified opportunities for process improvements within the PBX department, resulting in more streamlined workflows.
- Handled emergency situations calmly and professionally, coordinating with relevant hotel staff to resolve issues swiftly and effectively.
- Contributed to higher guest satisfaction scores through effective communication and problem-solving skills.
- Maintained a high level of professionalism and courtesy while addressing guests'' needs over the phone.
- Enhanced guest experience by efficiently handling incoming calls and directing them to the appropriate departments.
- Trained new PBX operators on best practices in telephone etiquette, helping maintain consistency across all team members.
- Assisted management in streamlining communication processes within hotel departments, resulting in increased efficiency.
Spa Receptionist
Michelangelo Resort & Spa
06.2019 - 09.2019
- Coordinated with therapists to ensure timely commencement of appointments, reducing wait times for clients.
- Learned details of types of treatments and procedures in order to answer questions from spa guests.
- Promoted special offers and packages to increase revenue through upselling techniques.
- Escorted clients to spa areas, treatment rooms, and offices.
- Enforced spa policies, following company procedures at all times.
- Kept calendar with scheduled appointments and scheduled massage therapists for appropriate treatments and time slots.
- Enhanced client satisfaction by providing exceptional customer service and promptly addressing inquiries.
- Resolved client issues professionally, promoting a positive image of the spa brand.
Education
Bachelor of Science - Business Administration
Hellenic Meditterenean University
Heraklion , Crete 04.2001 -
Skills
Front Desk Operations
Shift Scheduling
Issue handling
Staff Training and Development
Reservation Management
Scheduling and calendar management
Staff Management
Decision-making capabilities
Reservations assistance
Guest Relations Management
Data Entry
Emergency Procedures
Hotel information
Multitasking proficiency
Languages
Greek, Albanian
Native language
English
Proficient
C2
French
Proficient
C2
Spanish
Advanced
C1
Arabic
Beginner
A1
Italian
Elementary
A2
Certification
Michigan University Diploma of English Proficiency ( C2 LEVEL )
Interests
Traveling
Pilates
Meditation
Fashion&Styling
Timeline
Front Office Supervisor
Aqua Blu Boutique Hotel + Spa
04.2024 - Current
Accenture/ User Experience / Digital Marketing / Social media Marketing Advanced Diploma
02-2024
Head Receptionist
Michelangelo Resort & Spa
04.2023 - 11.2023
Cervantes Diploma de Espagnol Nivel B2
11-2022
Receptionist Assistant
Michelangelo Resort & Spa
05.2022 - 10.2022
Sorbonne C2
07-2021
PBX Hotel Operator
Dimitra Beach Hotel & Suites
05.2020 - 09.2020
Spa Receptionist
Michelangelo Resort & Spa
06.2019 - 09.2019
Michigan University Diploma of English Proficiency ( C2 LEVEL )
02-2017
EDI C2 Certificate of English Language
02-2017
Bachelor of Science - Business Administration
Hellenic Meditterenean University
04.2001 -
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