Foteini Chatzichristaki

• 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.

• Negotiated rates and upsold rooms to increase occupancy and maximize revenue.

• 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.)

• 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 (overbooking, 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.)

• 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.

• 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.