Vassiliki Sylaidou
Athens
Summary
Offering combination of excellent communication and interpersonal skills, eager to learn and grow within hospitality industry. Brings foundational understanding of customer service principles and ability to quickly adapt to new environments and processes. Ready to use and develop problem-solving and organizational skills in Manager role.
Overview
25
25
years of professional experience
Work History
GUEST RELATIONS MANAGER
DOMES Aulus ELOUNDA CURIO COLLECTION BY HILTON
02.2024 - Current
- Ensure and provide flawless, upscale, professional and high-class guest service experiences
- Report customer feedback and provide strategic direction to continuously improve overall rating
- Respond to guests needs and anticipating their unstated ones
- Monitor daily bookings and ensure assigned sunbeds are prepared prior to check-in
- Promptly address guests' requests
- Actively listen to and resolve complaints
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
- Inform clients of services
- Promote all amenities and conveniences
- Manage guest relations team to ensure we comply with all standards and operating procedures
RESERVATIONS
COYA Restaurant MYKONOS
04.2023 - 09.2023
- Managed reservations for busy restaurant, ensuring accurate seating arrangements and minimal wait times for guests
- Coordinated booking confirmations and communicated with customers to accommodate special requests
- Utilized reservation software to organize daily seating charts and optimize table turnover
- Collaborated with front of house staff to maintain smooth operations and uphold high levels of customer satisfaction
- Handled last-minute reservation changes and effectively resolved customer complaints in a professional manner
AGENT -COMPLAINS DEPARTMENT
WU UK banking resolutions
07.2020 - 03.2023
- Company Overview: work at home based in Athens
- Banking transactions resolving problems for Western Union USA and Global
- Resolving problems and complaints for banking transactions
- Corporates with GCR, KYC departments
- Work at home based in Athens
FRONT DESK
SANTA MARINA MYKONOS/ARACHOVA
05.2019 - 04.2020
- Greet guests in a friendly and welcoming manner
- Answer phone calls and transfer to appropriate departments
- Check guests in and out of hotel rooms
- Assist with guest inquiries and provide information about hotel amenities
- Process payments and handle cash transactions
- Maintain cleanliness and organization of front desk area
- Collaborate with housekeeping and maintenance staff to ensure guest satisfaction
- Handle guest complaints and resolve issues in a professional manner
- Assist with administrative tasks such as filing and data entry
- Uphold hotel policies and procedures to ensure a smooth operation
RESERVATIONS SUPERVISOR
Karma Royal Resorts, EUROPEAN OFFICES
02.2016 - 01.2019
- Managed all aspects of guest reservations, including booking, confirmation, and changes
- Supervised a team of reservation agents to ensure excellent customer service and efficient operations
- Implemented new reservation software system to streamline processes and improve accuracy
- Trained and mentored staff on reservation procedures and customer service best practices
- Resolved guest complaints and issues in a timely and professional manner
- Conducted regular audits of reservation records to ensure accuracy and completeness
- Collaborated with other departments to coordinate guest reservations and ensure smooth operations
- Updated reservation policies and procedures to align with company standards and industry trends
GUEST RELATIONS EXECUTIVE (SUMMER)
ASTIR PALACE RESORT BY STARWOOD HOTELS AND RESORTS
06.2008 - 04.2015
- Pre-arrivals, meet and greet, follow up guest enquiries, problem resolution, preventing issues, site inspections, courtesy calls, reporting to managers, preparing amenities for VIP’s, welcoming letters, act as liaison between departments, sales oriented, organizing all enquiries for guests
STAR MEETING CONCIERGE (group and events) –RECEPTION SHIFT LEADER (WINTER)
ASTIR PALACE RESORT BY STARWOOD HOTELS AND RESORTS
06.2008 - 04.2015
- Main contact for travel agencies and organizers for professional meetings from arrival to departure, attend to every step of the event, secure all applied as per contract between travel agency-sales and hotel
- Act as liaison between departments and managers, managing issues or last-minute inquiries
- Coordinate major events as the below: Bilderberg, Posidonia, UEFA, Roche, Michelin etc
Reception Desk (guest service agent)
Sheraton Park Lane London BY STARWOOD HOTELS AND RESORTS
02.2005 - 03.2008
F&B wait person to “one O one” restaurant
Sheraton Park Tower London
07.2003 - 07.2005
F&B Supervisor at Citrus restaurant
Sheraton Park Lane London BY STARWOOD HOTELS AND RESORTS
02.2005 - 06.2005
F&B wait person to Banquet functions
Sheraton Park Tower
02.2000 - 06.2001
Education
UKBG DIPLOMA LEVEL 1 -
LONDON WESTMINSTER COLLEGE
04.2003
Hospitality Management -
Westminster College
06.2002
School of tourist profession -
Rhodes
05.1999
High school business administration -
06.1998
Skills
- Service improvements
- Exceptional communication
- Hospitality industry
- Staff Skill Enhancement
- Complaint handling
- Property management systems
- Sales and upselling
- Effective negotiation
- Data entry proficiency
- Client relationship management
Personal Information
Date of Birth: 02/13/80
Seminars And Certificates
- PR training
- Food & Wine Academy Earls Court London
- Sales training - internal & external guest’s training - handling associates - types of associates
- Handling & preventing problems training
- Front office leadership 1,2,3 Hilton
- Sales behavior and PR training
- Hospitality Mindset Hilton
- Property Inspection Technology
- Hi tea training for Chinese blends
- Opera training
- Micros PMS Training
- Hygiene Certificate
- Starwood Culture training
- GDPR training
Timeline
GUEST RELATIONS MANAGER
DOMES Aulus ELOUNDA CURIO COLLECTION BY HILTON
02.2024 - Current
RESERVATIONS
COYA Restaurant MYKONOS
04.2023 - 09.2023
AGENT -COMPLAINS DEPARTMENT
WU UK banking resolutions
07.2020 - 03.2023
FRONT DESK
SANTA MARINA MYKONOS/ARACHOVA
05.2019 - 04.2020
RESERVATIONS SUPERVISOR
Karma Royal Resorts, EUROPEAN OFFICES
02.2016 - 01.2019
GUEST RELATIONS EXECUTIVE (SUMMER)
ASTIR PALACE RESORT BY STARWOOD HOTELS AND RESORTS
06.2008 - 04.2015
STAR MEETING CONCIERGE (group and events) –RECEPTION SHIFT LEADER (WINTER)
ASTIR PALACE RESORT BY STARWOOD HOTELS AND RESORTS
06.2008 - 04.2015
Reception Desk (guest service agent)
Sheraton Park Lane London BY STARWOOD HOTELS AND RESORTS
02.2005 - 03.2008
F&B Supervisor at Citrus restaurant
Sheraton Park Lane London BY STARWOOD HOTELS AND RESORTS
02.2005 - 06.2005
F&B wait person to “one O one” restaurant
Sheraton Park Tower London
07.2003 - 07.2005
F&B wait person to Banquet functions
Sheraton Park Tower
02.2000 - 06.2001
Hospitality Management -
Westminster College
School of tourist profession -
Rhodes
High school business administration -
UKBG DIPLOMA LEVEL 1 -
LONDON WESTMINSTER COLLEGE
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