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Work Background
Sani/Ikos GroupSales Manager Elite Portfolio
Jan. 2025Greater Marbella Metropolitan Area
Ikos ResortsSales Executive Ikos Andalusia
Dec. 2023 - Dec. 2024Greater Marbella Metropolitan Area, Spain
Ikos ResortsReservations Manager Ikos Andalusia
Jan. 2022 - Nov. 2023Estepona, Andalusia, Spain• Collaborating with cross-functional teams to streamline communication and improve overall guest experience. • Implementing and managing the use of Opera PMS, optimizing functionality and training Operations staff for optimal utilization. • Conducting regular audits to ensure data accuracy and compliance with Reservations Department standards. Reporting inaccuracies and potential processes' improvements. • Monitoring and handling upgrades and extensions requested directly by the guests, towards guests' satisfaction and revenue maximization. • Interacting directly with guests and providing guidance towards future accommodation needs and wants. • Supporting the Central Reservation Team with prioritizing and handling of B2C booking requests. • Resolving face-to-face complaints, related to room types, price agreements etc. • Directly cooperating and communicating with Hotel Departments (Front Office, Guest Relations, Sales & Marketing,Finance etc.)
Ikos ResortsCentral Reservations Manager
Jan. 2019 - Jan. 2022Thessaloniki Metropolitan Area• Successfully led a team of 11 reservations specialists (B2C & B2B Teams), managing 1759 rooms in total 5 separately-located resorts, providing guidance and support to achieve departmental goals. • Ensured the team's highest level of performance on daily basis (targeting to courteous and professional 5* luxury service & application of departmental SOPs). • Guided to the team members, regarding availability, discounts, complaint handling, conflict resolution etc. • Evaluated the needs for training sessions for the team, to enhance reservation handling skills and maintain a high level of customer service. • Updated the team with newly developed/altered product & services (new room types, altered hotel facilities, updated rates, promotions, availability etc.) • Controlled/monitored availability for revenue maximization. • Implemented and managed the use of Opera PMS, ensuring accurate and efficient booking processes. • Liaised with CRS Director for the implementation of innovative reservation strategies, resulting into multiplying the direct reservations´ percentages. • Resolved serious complaints related to critical situations (overbookings, Covid-era matters etc.) • Utilized company´s ERP system for registering invoice expenses. • Successfully coordinated and communicated with internal departments (Finance Department, Sales & Marketing Department, Hotels´ Operations´ Teams etc.)
Ikos ResortsReservations Executive
Oct. 2015 - Dec. 2018Thessaloniki Metropolitan Area• Spearheaded the reservations team, overseeing the seamless handling of guest inquiries, bookings, and cancellations. • Implemented the use of Opera PMS, ensuring accurate and efficient booking processes. • Checked the daily arrivals ‘report to correct/follow up any last-minute changes. • Successfully contributed to determined strategies for room revenue increase. • Negotiated rates/terms & conditions before the final sale with guests/partners. • Controlled & handling incoming/outbound calls (operated through Call Center) by travel partners/direct guests/in-hotel departments.
SANI RESORTReservations Assistant
Apr. 2015 - Sep. 2015Sani, Chalkidiki, Greece• Controlled & handled incoming emails by direct guests/in-hotel departments. • Input new bookings/detailed information into the Opera PMS. • Checked the daily arrivals to correct/follow up any last-minute changes (rate check). • Checked the daily received rooming lists by Tour Operators.
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