Pantelis Gkliatis

• Established a Positive work Culture that Promotes Teamwork, Collaboration, and Employee Morale
• Ensured compliance with all Local and State Regulations Related to Hotel Operations and Licensing Requirements
• Oversaw Daily Financial Transactions, Ensuring Accuracy in Billing
• Led team of 50+ staff, Inspiring a Culture of Excellence and Teamwork that Significantly Reduced Staff Turnover
• Managed and Coordinated all Hotel Operations for Seamless Function Ensuring a High Level of Efficiency and Guest Satisfaction
• Increased Guest Satisfaction by Implementing Customer Service Initiatives and Staff Training Programs
• Handled Guest Complaints and Offered Targeted Services to Maintain High Guest Satisfaction Rates
• Responded to Guest Complaints with Effective Solutions, Turning Potential Negative Experiences into Positive Ones
• Regularly Analyzed Guest Feedback Data to Identify Areas Where Improvements Could be Made
• Developed and Implemented Strategies to Optimize Operational Efficiency and Maximize Profits
• Collaborated with Sales Teams on Promotional Strategies
• Conducted regular staff performance evaluations, identifying areas for improvement, Ensuring Compliance with Standards and Providing Constructive Feedback
• Cultivated Lasting Relationships with Key Community Members
• Monitored Safety Procedures to Ensure a Secure Environment for Both Guests and Employees
• Managed Crisis Situations, Maintaining Guest Safety and Satisfaction During Unexpected Events

• Supervising Hotel's Departments Operation
• Liaised with Internal Departments and External Partners to Resolve Challenges, Improve Customer Service and Efficiency and Inspire Positive Working Relationships
• Developed Strong Relationships with Clients by Promptly Addressing Inquiries, Providing Accurate Information, and Facilitating Smooth Transactions
• Hired, Managed, Developed and Trained staff, Established and Monitored Goals and Conducted Performance and Evaluation Reviews
• Improved Customer Satisfaction Scores Through Application of Superior Conflict Resolution and Problem-Solving Skills
• Co-ordinating and Supervising in Detail all Necessary Actions and Preparations Needed to Satisfy the Requests in all VIP Groups and Individuals Arrivals
• Managed High-Priority Projects rom Inception to Completion, Ensuring Timely Delivery of Results
• Handled Confidential and Sensitive Information with Discretion
• Contribute to Departments Budget and Ensuring Costs Remain Under Control

• Managed Daily Room Inventory to Maximize Occupancy Rates and Revenue Generation
• Establish High Standards for Customer Service and Led by Example.
• Coordinated with Housekeeping and Maintenance Departments to Ensure Guest Rooms Met Highest Standards of Cleanliness and Repair
• Oversaw Daily Operations of Front Desk, Ensuring All Guest Interactions Were Handled with High Professionalism
• Provided Exceptional Guest Experiences by Addressing Complaints Promptly and Offering Personalized solutions to meet their needs
• Created Weekly Schedules for Front Office Staff Members to Ensure Appropriate Coverage during Peak Hours or High Demand Periods.
• Recruited, Interviewed and Hired Employees and Implemented Training program
• Facilitated Team Meetings to Discuss Performance Goals, Guest Feedback, and Areas for Improvement
• Led Front Office Team During Major Hotel Renovation, Maintaining High Service Standards

• Marriott Luxury Collection Standards and Methods

Resolved Guest Complaints Professionally

• Oversaw Daily Operations of Front Desk, Ensuring all Guest Interactions Handled with High Professionalism.
• Conducted Regular Staff Evaluations, Providing Constructive Feedback and Identifying Opportunities for Professional Growth
• Updated Guests' Profiles Systematically Incorporating Preferences and Feedback for Providing Personalized Experience
• Applied Cross-Training Program
• Used Industry Expertise, Customer Service Skills to Promote Loyalty
• Led Front Office Team During Major Hotel Renovation

Maintaining High Service Standards

• Hyatt Standards and Operations Training
• Property Pre - Opening
• Company’s procedures implementation
• Arrivals / Rooming / Departures Procedures according to Hyatt Standards
• Hyatt Loyalty Club Specialist
• Recognizing & Welcoming Hyatt VIP Members
• Checking, Correcting, Issuing Invoices
• Assisting R.D.M in all daily routines
• Rooms Allocation
• Complaints Handling
• Staff Scheduling
• Led Front office team during major hotel expansion, maintaining high service standards amidst changes.

• Property Opening
• Establish Operation Procedures
• Supervising that all Front Office Services carried out in a smooth and exceptional level
• Arrivals/ Rooming / Departures Procedures
• Handling Reservations
• Rooms Allocation
• Acting Concierge
• Acting Sales Operations
• Internet Distribution Systems Supervising
• Pricing
• Generating Reports and Statistics
• Supervising Housekeeping
• Handling Complaints
• Staff Scheduling

• Company Overview: Member Of Leading Hotels Of The World
• Arrivals / Rooming / Departures Procedures according to “Leading Hotels” Standards
• Night Auditing
• Acting Concierge
• Complaints Handling

• Company Overview: Member of Small Luxury Hotels Of The World
• Arrivals / Rooming / Departures Procedures according to “Small Luxury Hotels” Standards and Grecotel Methods
• Acting Shift Leader
• Acting Guest Relations Agent
• Complaints Handling
• Reservations Handling
• Up selling and Maximize Rooms Sales
• Balancing Departments
• Cross-Selling within the property

• Company Overview: Member of Leading Hotels of The World
• Arrivals / Rooming / Departures Procedures According to “Leading Hotels” Standards
• Preparing / Issuing / Correcting Invoices
• Night Auditing
• Controller Assistance
• Complaints Handling

• Company Overview: Member of Leading Hotels of The World
• Arrivals / Rooming / Departures Procedures according to “Leading Hotels” Standards
• Acting Shift Leader
• Acting Concierge
• Rooms Allocation
• Preparing / Issuing / Correcting Invoices
• Hotel IDS Use
• Rooms Sales
• Cross-Selling Within the Company
• Rooms Allocation
• Night Auditing
• Staff Scheduling
• Complaints Handling

• Company Overview: Member of Small Luxury Hotels Of The World
• Pre – Opening
• Arrivals / Rooming / Departures Procedures according to “Small Luxury Hotels” standards
• Acting Shift Leader
• Acting Concierge
• Acting Reservations Agent
• Rooms Allocation
• Hotel’s IDS Check
• Night Auditing
• Cross- Selling Within the Company

• Company Overview: Member Of Small Luxury Hotels of the World
• Mini – Bar Checking and Billing

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