Maria Diakouraki

• Providing Costumer Support for over 9.000 hotels and accommodation properties, located in 38 different countries.
  
• Maintained a high level of professionalism while managing sensitive and confidential information.
  
• Connecting properties with OTA's (Online Travel Agents), GDS's (Global Distribution Systems) and Tour Operators.
  
• Collaborating with other departments to resolve complex cases ( Webhotelier, Loggia, Hotelizer, Sales departments and Operations department)
  
• Managed time efficiently in order to complete all tasks within deadlines.
  
• Successfully resolved over 1500 e-mail cases.
  
• Responded to customer requests for products, services, and company information.
  
• Investigated and resolved customer inquiries and complaints quickly.
  
• Maintained up-to-date knowledge of product and service changes.

• Hiring, supporting, training, and supervising front office & reservations staff.
  
• Ensuring that all customer-related tasks are handled accurately and on time to improve guests' experience.
  
• Handling customer complaints and special requests.
  Scheduling staff shifts and managing other HR-related tasks.
  
• Preparing daily management reports on customer feedback, bookings, and cancellations.
  
• Updating files and records.
  
• Ensuring that reservations are fulfilled in timely manner while meeting all deadlines
  
• Working with marketing staff to develop new products or services to meet customer needs
  
• Assisted HR manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
  
• Defined clear targets and objectives and communicated to other team members.
  
• Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
  
• Supervised staff of 6 personnel by implementing company policies, protocols, work rules and disciplinary action

As a Buffet Attendant:

-Responsible for checking levels of product in the buffet and reporting replacement needs to kitchen management.

-Assisted in maintaining the proper flow of food to the buffet serving area.

-Responsible for keeping the buffet area clean and healthy.

-Responsible to open and prepare the buffet area for the guests, at Senses (VIP Breakfast).

As a waitress:

-Escort customers to their tables and ensuresthey are settled comfortably.

-Presents the menu to customers, answers queries about it, and make suggestions if necessary.

-Serve food and beverages promptly.

-Ensure that customers are enjoying their meals or that they do not have any problem with their food.

-Prepare and tidy up the tables or counters.

As a Shift Leader:

-Distribute all necessary tasks and duties during each shift in a fair and effective manner.

-Oversee all team members and ensure all duties and tasks are being performed efficiently and effectively during each shift.

-Manage time off requests and unexpected no-show situations.

-Inspect equipment and communicate the need for repairs or replacements to management.

-Resolve conflicts between workers.

-Foster and maintain a positive work environment.

-Train and coach new employees.

As a Reservations Assistant:

-Process reservations by mail, telephone and fax.

-Know the type of rooms available as well as their location and layout.

-Handle daily correspondence. Respond to inquiries and makes reservations as needed.

-Process advance deposits on reservations.

-Create and maintain reservation records by date of arrival and alphabetical listing.

As a Receptionist:
-Greet hotel guests; answer any questions or concerns.

-Provide an outstanding guest experience.

-Maintain an orderly front desk.

-Operate computer programs and multi-line phone systems.

-Maintain guest records and book reservations.

-Complete basic cashier responsibilities.

-Contact necessary staff to solve problems when challenges arise, ensuring guest comfort.
As a reservation's clerk:

-Dealing with guests over the telephone.

-Taking and inputting reservations.

-Upselling guests on higher room categories.

-Greet and welcome guests and provide them with a positive first impression of the organization.

-Manage room reservations using a computerized reservations system.

-Address guests concerns and special requests in a professional and personable manner.

-Ensure that guests are settled comfortably in their rooms, make necessary adjustments if needed.

-Get transport for customers and reservations in local restaurants.

-Take and relay telephone messages for hotel guests and others.

-Prepare bills, handle and process checkouts, take payments.

-Communicate with housekeeping and maintenance staff to ensure that great quality service is provided to guests.

-Deal with complaints and problems.

-Answer queries of guests about various information and services of the hotel.

-Escorted customers to their table and arranged their seating.

-Presented and explained menus to customers
-Answered queries regarding restaurant items and informed them of daily specials.

-Took food/drink orders and conveyed them to kitchen staff.

-Serve food and beverages promptly.

-Verified customer satisfaction.

-Presented desserts upon completion of main meal.

-Collected payment and thanked customers prior to their exit.

• Handled day-to-day accounting processes to drive financial accuracy.
  
• Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
  
• Gathered financial information, prepared documents, and closed books.
  
• Reconciled accounts and reviewed expense data, net worth, and assets.
  
• Used advanced software to prepare documents, reports, and presentations.
  
• Prepared working papers, reports and supporting documentation for audit findings.