RALUCA MIHAELA LEONTI
Palma de Mallorca
Summary
I'm a dynamic communicator who thrives in collaborative environments and brings a strong sense of organization, punctuality, and reliability to every role. With a background in the hospitality industry and fluency in multiple languages, I excel at building meaningful connections with people from diverse cultures. I approach challenges with perseverance and loyalty, always ready to take on additional responsibilities and contribute positively to team dynamics. My friendly, approachable nature and eagerness to learn make me highly adaptable in fast-paced, multicultural settings.
Overview
2026
2026
years of professional experience
Work History
Supervisor operations center
Hotelbeds Group
2021 - Current
- Directed daily workflow and team operations to ensure service excellence
- Trained and onboarded new hires, fostering a culture of continuous learning
- Designed and maintained team schedules, optimizing coverage and productivity
- Reported performance metrics to HR and senior leadership, contributing to strategic decisions
- Delivered regular feedback and coaching to enhance team performance
- Resolved employee concerns and disputes with professionalism and empathy
- Promoted a positive team culture and took full ownership of team outcomes
Senior hotel operations agent
Hotelbeds Group
01.2015 - 01.2017
- Provided strategic assistance in the hotel hiring and contracting process, ensuring optimal selection and alignment with company standards and client expectations
- Expertly handled diversion strategies and minimized financial loss in cases of over-bookings, hotel closures, and breaches of contract, maintaining service continuity and client satisfaction
- Effectively coordinated and negotiated with multiple tour operators to resolve operational conflicts, ensuring cost-efficient solutions without compromising service quality
- Managed inbound calls and emails, offering clear guidance and timely information to resolve issues and respond to Tour Operator inquiries with professionalism and accuracy
- Continuously improved product offerings while nurturing strong, long-term relationships with both clients and suppliers to ensure mutual growth and satisfaction
Receptionist
Goldenberg Sport Hotel 4
01.2014 - 01.2015
- Enhanced customer engagement by consistently delivering exceptional service and proactively attending to each guest's individual needs
- Resolved customer complaints and fulfilled special requests with efficiency and empathy, ensuring a positive guest experience and maintaining high satisfaction levels
Self employed
Bead Shop
01.2013 - 01.2014
- Handmade jewelry
Front desk agent
Best Western Roemerhoff hotel
01.2011 - 01.2013
- Performing all check-in and check-out tasks
- Managing online and phone reservations
- Provide information about our hotel, rooms, rates and amenities
- Respond to clients' complaints in a timely and professional manner
- Liaise with our housekeeping staff to ensure all rooms are clean
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
- Upsell additional facilities and services, when appropriate
- Accurately maintained up-to-date records of bookings and payments, ensuring smooth operations and reliable financial tracking
Head waitress
Grecotel Corfu Imperial
01.2010 - 01.2011
- Train New Waitstaff
- Perform Opening and Closing Duties
- Monitor work for special events
- Handle customer complaints
- Manage health and safety standards
- Supervise the work of staff on different shifts
Restaurant captain
Restaurant captain
01.2005 - 01.2008
- Lindos Mare, Seaside Hotel, 4
- Lindos, Greece
- Customer service
- Staff management
- Dining room presentation
- Menu knowledge and wine knowledge
- Conflict resolution
- Upselling and revenue generation
- Event planner
- Reservation management
- Compliance and safety
Front desk agent
Kos
01.2005 - 01.2005
- Astron Suites & Apartments, 3
- Hotel, Kos, Greece
- Performing all check-in and check-out tasks
- Managing online and phone reservations
- Provide information about our hotel, available rooms, rates and amenities
- Respond to clients' complaints in a timely and professional manner
- Liaise with our housekeeping staff to ensure all rooms are clean
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
Education
Human Resources Agent
Academia Britanica de Afaceri si Comunicare
01.2020
Business Communication
Academia Britanica de Afaceri si Comunicare
01.2020
Accounting & Assistant Manager
Scoala De Arte Titel Popovici
01.1998
Skills
- Microsoft Word
- Microsoft Excel
- Outlook
- Microsoft Office
- Zoom
- Power Point
- Google Drive
- Google Docs
- Skype
- Sales Force & SalesForce Lightning
- Verint
- Vonage
- Workday
- Teams
- Atlas11g
- Excellent communication skills
- Expertise in team or department
- Ability to remain calm under pressure
- Firm grasp of company policies
- Strong work ethic
- Punctuality and time management skills
- Professionalism and a positive attitude
- Organizational abilities
- Interest in leadership opportunities
Accomplishments
- Enhanced Team Productivity: Improved team productivity by 20% through optimized schedules and efficient resource allocation.
- Operational Conflict Resolution: Resolved operational conflicts with 8 tour operators, increasing client satisfaction scores by 15%.
- Successful New Hire Training: Trained 30 new hires per year, achieving 95% retention rate within the first six months.
- High Precision Reservation Management: Managed 200+ guest reservations monthly, achieving 98% accuracy in booking and confirmation processes.
LANGUAGE SKILLS
Native language: Romanian
English: Listening C2, Reading C2, Spoken Interaction C2, Spoken Production C2, Writing C2
French: Listening B2, Reading B2, Spoken Interaction B2, Spoken Production B2, Writing B2
Greek: Listening C2, Reading C2, Spoken Interaction C2, Spoken Production C2, Writing B2
Spanish: Listening C2, Reading C2, Spoken Interaction C2, Spoken Production C2, Writing C2
German: Listening B1, Reading A2, Spoken Interaction A2, Spoken Production A2, Writing A2
Proficiency Levels
A1–A2: Basic user
B1–B2: Independent user
C1–C2: Proficient user
Timeline
Senior hotel operations agent
Hotelbeds Group
01.2015 - 01.2017
Receptionist
Goldenberg Sport Hotel 4
01.2014 - 01.2015
Self employed
Bead Shop
01.2013 - 01.2014
Front desk agent
Best Western Roemerhoff hotel
01.2011 - 01.2013
Head waitress
Grecotel Corfu Imperial
01.2010 - 01.2011
Restaurant captain
Restaurant captain
01.2005 - 01.2008
Front desk agent
Kos
01.2005 - 01.2005
Business Communication
Academia Britanica de Afaceri si Comunicare
Supervisor operations center
Hotelbeds Group
2021 - Current
Human Resources Agent
Academia Britanica de Afaceri si Comunicare
Accounting & Assistant Manager
Scoala De Arte Titel Popovici
ABOUT ME
Living and working in Greece, Austria, and Spain has enriched my language skills and provided me with a comprehensive understanding of the tourism industry. These experiences have fueled my passion for cultural exchange and made me adaptable and resourceful. I remain enthusiastic about exploring new opportunities and am open to relocating if necessary.
Hobbies
Reading, traveling the world, hiking, gardening.
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