Maria
Dellaporta
C ONTACT I NFO
Address:
2 Playfield Road. Burnt Oak,
London. HA8 0DF
Phone:
07765973142
Email:
dellaportamaria@hotmail.co.uk
Website:
dellaportamaria.blogspot.com
gr.linkedin.com/in/dellaporta
L ANGUAGES
• Fluent English
• Excellent Greek (mother
language)
C OMPUTER S KILLS
• Microsoft Package
• Eurofasma (accounting
computer program)
• Working knowledge of
property management
systems (ex Ermis, SHS,
Epitome etc)
• Working knowledge of Opera
R EFERENCES
Available upon request
A BOUT M E
A customer service oriented, professional individual. After 8 years of
experience in the demanding world of hospitality I am ready to broaden my
horizons and accept new challenges.
E XPERIENCE
01 May 2017 – 01 Mar 2019 | Reservations manager
Clayton Crown Hotel London
• Quote, Contract and Process group reservations made directly with the
hotel, via online agents & agents contacting the hotel directly
• Prepare daily stats reports and occasionally the weekly revenue reports
• Monitor availability and make overbooking decisions
• Monitor daily rates during the revenue managers annual leave
• Achieve maximum occupancy and average rate by utilizing yield
management.
• Train and supervise other reservations agents as well as reception
members as needed
• Check and forecast the OTA’s commissions as well as other travel agents
• Dealing with any complaints or issues incurred by a guest and ensuring
these are rectified to the guests satisfaction
23 Mar 2015 – 01 May 2017 | Reservations agent
Clayton Crown Hotel London
• Process reservations by mail &telephone directly with the hotel, via online
agents & corporate bookers
• Prepare letters of confirmation
• Process cancellations and modifications and promptly relays this
information to the front desk
• Monitor and process advance deposits on reservations
• Prepare expected arrival list for front office use and communicates
reservation information to the front desk
• Deal with assigned incoming correspondence, faxes and reservation
messages in a timely and accurate manner according to Brand Standards
• Record reservation information accurately, identify and record group and
transient business codes.
• Identify and record special billing instructions, approve credit after
consultation with the Financial Controller and Revenue Manager
• Responsible for the preparation of the daily operational synopsis.
• Handle all special requests appropriately, Pre-block all special requests or
VIP accommodation accurately
• Maximize customer satisfaction and hotel revenue by promoting Grill
Restaurant & Crown Bar and other services and facilities to guests
O THER S KILLS
• Organized
• Enthusiastic
• Efficient
• Fast learner
• Friendly
• Attention to detail
• Multitasker
• Hands – on approach
H OBBIES
• Knitting because it helps me
express my creativity
• Books because I like to be
informed and entertained
• Travelling because the
world has a lot to offer
E XPERIENCE CONT…
11 Dec 2011 – 19 Dec 2014 | Receptionist
ST. GILES HOTEL London
• Working under pressure in a busy 730 room city hotel
• Liaising between departments (housekeeping, maintenance, restaurants and
conference center) to insure the highest customer care possible
• Efficient and fast problem solving
• Dealing with any complaints or issues incurred by a guest and ensuring these
are rectified to the guests satisfaction
2011 | Receptionist
Pegasos suites 4* Santorini – Greece
• May 2011 – October 2011 (seasonal)
• Check in guests, cashiering and telephone center
• Anticipating guests’ needs and exceeding their expectations
• Using local knowledge to enhance guest’s experience
2004 – 2009
Various work experiences at 4* properties (Venus – Afroditi, Blues Sea Hotel etc),
providing exceptional service, creative problem solving and administrative duties.
E DUCATION
2015 | Business and administration (Level 2)
Ealing, Hammersmith & West London College
(1) Principles of personal responsibilities and working in a business environment
- (2) Principles of providing administrative services - (3) Principles of managing
information and producing documents - (4) Principles of supporting change in a
business environment - (5) Principles of supporting business events - (6)
Principles of budgets in a business environment
2013 – 2014 | Customer Service (Level 2)
Ealing, Hammersmith & West London College
(1) Understanding the organization – (2) Prepare to deliver excellent customer
service – (3) Communication in the customer care role
May 12 – Oct 13 | BTEC 3 Certificate in Hospitality Management
International Correspondence Schools Limited (ICS)
(1) The Hospitality Industry in Context – (2) Service and Sales in Hospitality
Management – (3) Reception and Accommodation Management – (4) Food and
Beverage Management – (5) Business And Finance – (6) HR Management – (7)
Hospitality Operations
1999 – 2004 | Accounting
Bachelor of Accounting
Higher Educational Institution of Chalcis
• Dissertation: Accounting plan of the hotel establishment ‘SPILMAG’.