Maria

Dellaporta
C ONTACT I NFO A BOUT M E
Address: A customer service oriented, professional individual. After 8 years of
2 Playfield Road. Burnt Oak,
London. HA8 0DF experience in the demanding world of hospitality I am ready to
broaden my horizons and accept new challenges.
Phone:
07765973142

Email:
dellaportamaria@hotmail.co.uk

Website: E XPERIENCE
dellaportamaria.blogspot.com
gr.linkedin.com/in/dellaporta 25 April 2019 – 05 Oct 2019| Senior Reservations Assistant
Westminster University London
• Assist the Sales Manager in the management of stock for sale with
online agents (OTAs) as well as individual and group bookings
C OMPUTER S KILLS • Receive, handle and resolve customer complaints from guests
providing feedback and/or escalating where necessary on a daily basis
• Microsoft Package • To carry out competitor analysis, to assist the Sales Manager on a
monthly basis
• Eurofasma (accounting computer
program) • To assume day to day responsibility for reservations data entry
into KX and updating information for all relevant service providers,
• Working knowledge of property
e.g. Halls of Residence Receptions
management systems (ex Ermis,
SHS, Epitome etc) • To undertake routine clerical and administrative work as well as any
• Working knowledge of Opera other duties as directed by the line manager
• Working knowledge of KX
property management 01 May 2017 – 01 Mar 2019 | Reservations manager
• Working knowledge of Capita Clayton Crown Hotel London
receipting and telephone
• Quote, Contract and Process group reservations made directly with
payment system
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
O THER S KILLS • Monitor daily rates during the revenue managers annual leave
• Achieve maximum occupancy and average rate by utilizing yield
• Organized management
• Enthusiastic • Train and supervise other reservations agents as well as reception
• Efficient members as needed
• Fast learner • Check and forecast the OTA’s commissions as well as other travel
• Friendly agents
• Attention to detail • Dealing with any complaints or issues incurred by a guest and ensuring
• Multitasker these are rectified to the guest’s satisfaction
• Hands – on approach • Responsible for the preparation of the daily operational synopsis.
E DUCATIO N
2019 | Business and administration
(Level 2)
The skills network
2015 | Business and administration
(Level 2)
Ealing, Hammersmith & West
London College
2013 – 2014 | Customer Service
(Level 2)
Ealing, Hammersmith & West
London College
May 12 – Oct 13 | BTEC 3 Certificate
in Hospitality Management
International Correspondence
Schools Limited (ICS)
1999 – 2004 | Accounting
Bachelor of Accounting
Higher Educational Institution of
Chalcis
• Dissertation: Accounting plan of
the hotel establishment
‘SPILMAG’.
L ANGUAGES
• Fluent English
• Excellent Greek (mother language)
R EFERENCES
Available upon request
E XPERIENCE CONT…
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
• 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
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
2004 – 2011
Various work experiences at 4* properties (Venus – Afroditi, Blues Sea
Hotel etc), providing exceptional service, creative problem solving and
administrative duties.
• Check in guests, cashiering and telephone center
• Anticipating guests’ needs and exceeding their expectations
• Using local knowledge to enhance guest’s experience
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