Ioannis Zafeiropoulos

Experience

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  Freelancer

  May 2004 - May 2010

  Direct Sales
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  Veritas Bureau, Debt Collection Department

  Apr 2009 - Feb 2010

  Call Centre Representative
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  Two Fat Ladies Restaurant

  Jul 2010 - Oct 2013

  Shift Supervisor
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  Coconuts Beach Club Resort & Spa

  Nov 2013 - May 2016

  Food & Beverage Manager and Resort Assistant Operations Manager

  Boutique Hotel - all year round (28 suites & villas)✓ In charge of 1 restaurant, 2 bars, pool area, room service, themed nights (celebrations, disco, etc.) and events (up to 200 guests). Led a team of 26 colleagues and monitored the front & back of house. ✓ Allocated responsibilities, organised the schedule of shifts, coached & trained personnel. Enhanced team bonds and motivated staff.✓ Managed inventory supplies & orders, practiced health & safety control.✓ Developed new policies/procedures with more effectiveness, in restaurant & other resort operations. Improved food quality & service and developed new successful products. ✓ Increased F&B sales by 40% and reduced running costs by 20%. ✓ Assisted in supervision of Reservations, Front Office, Housekeeping, Spa & Gift Shop.✓ Coordinated Guest Relations & Concierge, as well as the loyalty Membership Club (100 members).✓ Handled customer relationship & communication, special requests/complaints. Improved customer feedback and increased guest experience & returnability.✓ Raised Coconuts’ brand awareness, through promotions, competitions, sponsorships & email marketing. Show less

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  Kassandra Palace Hotel and Spa

  Apr 2017 - Aug 2020

  Operations Manager

  5* Hotel - seasonal (270 rooms & suites) - all-year occupation, reported to CEO✓ Oversaw daily overall hotel operations (2 restaurants, 4 bars, front office, housekeeping, maintenance, security, spa, animation, retail, VIP & groups, conferences & events) and coordinated department managers & staff (100-140 employees, up to 750 guests).✓ Performed HR duties & control; responsible for issuing job offers, recruiting, screening, interviewing & placing workers and reviewed performance. ✓ Reviewed employee work schedules and worked closely with department supervisors to balance employee needs with work demands, as well as to identify and resolve any issues that required attention.✓ Inspected hotel outlets, public & BOH areas and guest rooms daily, as well as staff accommodation, to ensure service quality and that all hotel facilities & cleanliness are maintained at exemplary presentation.✓ Responsible for the Health, Safety & Hygiene and for the staff training, ensuring correct practices are in place and in accordance to the HACCP standards and with all applicable regulations.✓ Maintained and improved customer service standards, providing excellent guest service. Interacted positively with guests to enhance customer relationship at all times, ensuring a high level of customer satisfaction and experience. ✓ Resolved guest complaints & requests and responded promptly acknowledging all guests, however busy and any time of day. Ensured resolution processes are implemented correctly, took action to resolve problems and removed barriers or procedures when they obstructed quality guest service.✓ Responded to customer feedback (TripAdvisor, Booking.com, etc.), communicated with Travel Agents & Representatives and conducted on-site inspections.✓ Responded to emergency situations accordingly and performed all duties as deemed necessary for the overall hotel operation. Show less

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  Infinity Suites & Dana Villas

  May 2021 - Nov 2021

  Front Office - Night Auditor

  4* Boutique Hotel (35 suites & villas) - 1-season occupation to gain the Front Office hands-on experience, enhancing a holistic hotel knowledge in developing & monitoring operational procedures. ✓ Managed front desk activity, handled guest check-ins/outs, processed invoices, transactions, room charges, etc. Responded to guest complaints/requests & emergencies and scheduled concierge activities.✓ Ensured that all financial activities have been successfully executed by employees in all departments and investigated/resolved out-of-balance accounts. ✓ Reconciled accounts, balanced the cash, credit cards & log receipts. Kept accurate financial records, prepared the End-of-Day procedure and issued all audit reports.✓ Performed pre-arrival/departure check, inspected future reservations (via Email, Web-Hotelier & Extranets) and prepared/distributed lists & information/tasks to hotel employees. Show less

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  Azia Resort and Spa

  Feb 2022 - Jan 2023

  Administration Operations Manager

  5* Hotel - seasonal 305 rooms & suites) - 1 year contract, reported to GM and to CEO✓ Assisted and supported General Manager, oversaw various aspects of the hotel, supported and worked with the heads of departments in all aspects, monitored the coordination between the departments for smooth & efficient overall operation (160-180 employees, up to 850 guests). ✓ Inspected departments for cleanliness, ambience, service readiness, staff grooming, hospitality culture and ensured hotel premises are well kempt and in operative condition as per 5*category to receive & serve the guests. ✓ Set customer service standards & procedures, ensured implementation of SOPs in departments and conducted routine department checks. ✓ Randomly inspected the stores (6 restaurants, 4 bars) to check the stock in hand. ✓ Ensured that the food service requirements of guests are met and that they have a positive experience.✓ Was working with the front office staff to ensure that guest requests are handled properly and in a timely manner, responded to guest enquiries, assisted with resolution of guest problems and assessed guest satisfaction. ✓ Supervised and ensured animation activities follow hotel schedule and standards. ✓ Monitored staff performance, identified staff learning needs and assisted in development. ✓ Checked weekly staff schedules prepared by department managers and made sure they are within budget. ✓ Ensured Health & Safety standards and procedures are met. ✓ Supervised staff accommodation making sure about property condition, arranged staff transfers and needs. ✓ Organised group events & conferences and coordinated to ensure they run smoothly. ✓ Replied to group requests & sent quotations, communicated with agents, sent monthly special offers to tour operators and assisted Sales Manager in various tasks assigned. ✓ Assisted Administration Manager in various administration tasks and to any other daily duties assigned by GM and CEO. Show less

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  Kanika Hotels & Resorts

  Feb 2023 - now

  Operations Manager