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MARIA YIANNI is looking for a Hospitality & Travel job in Nicosia;Larnaca;Famagusta, Cyprus.
Candidate Info
Name
MARIA YIANNI
Gender
Female
Marital Status:
Single
Children:
No children
Country Of Origin:
UNITED KINGDOM
Last Updated:
31/03/2008
Residence / Contact Details
Address
58 BAYS FARM COURT
480 BATH ROAD
LONGFORD, WEST DRAYTON
UB7 0DZ, LONDON, UNITED KINGDOM
480 BATH ROAD
LONGFORD, WEST DRAYTON
UB7 0DZ, LONDON, UNITED KINGDOM
Phones
Email
Professional Experience
Work Experience
Aug-Nov 2000 Résidence Hotel du Golf 3*, Moliets, France for Eurogroup S.A.R.L.
General housekeeping assistant, waitress and bar tender.
Nov-Dec 2000 Eurogroup S.A.R.L Head Office, Chambéry, France. Began receptionist training, duties included developing company product knowledge and taking telephone reservations thereafter. Training for the company's computerised reservation and customer accounts system was also provided.
Dec 2000-Apr 2001 Hotel Le Mottaret 3*, Méribel-Mottaret, French Alps for Eurogroup S.A.R.L. Receptionist, duties involved making reservations, greeting customers, providing quality customer service and using the company's computer system to record consumer consumption and validate company accounts.
May-Sep 2001 Hotel de L' Albatros 3* Mouans Sartoux, Cannes, France for Eurogroup S.A.R.L. Receptionist, various tasks included making reservations for companies involved with the Cannes International Film Festival, group bookings and corporate reservations and seminars. Maintaining professional customer services and team skills were also practised.
Aug 2002-Nov 2002 Business School admissions officer and administrator, London Metropolitan University, London. Duties involve accepting and processing applications from prospective students as well as administrating postgraduate course programmes.
Nov 2002-October 2003 Marriott Hotels Intl. Ltd Marriott Rewards Guest Loyalty Programme Representative, London. Part of the Marriott Rewards Guest Loyalty scheme. My duties involved administrating the Guest Loyalty Programme in a call centre. My responsibilities included taking calls from guests to assist them with managing their Rewards accounts. Corresponding to guests via letter, email and fax. Working as part of a team to maintain required call volume targets as well as provide a professional and helpful service to each member.
Oct 2003-October 2006 Marriott Hotels Intl. Ltd Marriott Rewards Team Leader
My responsibilities include the above plus leading a team of 9 associates. As a leader I was at hand to assist with day-to day queries, audit associate performance and provide feedback in the form of performance appraisals and counselling/disciplinary action. Other responsibilities include training the department on program changes, system enhancements and new program promotions. I am also responsible for recruiting new associates. I reported to the Guest Services Manager for Marriott Rewards UK, Europe, Middle East and Africa.
Oct 2006-present Marriott Rewards Loyalty Programme Guest Services Manager UK, Europe and Middle East and Africa. Part of the contact centre senior management team. Liaise with Marriott Rewards headquarters in the U.S.A to review business. Manage a call centre of 15 associates responsible for providing excellent customer services to both guests and hotels in the above region. Ensuring office is adequately staffed to cover the business demands based on call volumes, work load and special projects. Maintaining proficient programme and procedure knowledge. Involved in interviewing and hiring of new associates. Make staffing recommendations as they relate to projected business demands. Responsible for organising staff training to ensure good communication of programme and promotional updates. Assisting in preparation of departmental annual budgets/forecasts. Liaise with the Marketing department to review and discuss promotions, current and future projects. Extra projects include assisting in a new office set up in Malaysia.
Aug-Nov 2000 Résidence Hotel du Golf 3*, Moliets, France for Eurogroup S.A.R.L.
General housekeeping assistant, waitress and bar tender.
Nov-Dec 2000 Eurogroup S.A.R.L Head Office, Chambéry, France. Began receptionist training, duties included developing company product knowledge and taking telephone reservations thereafter. Training for the company's computerised reservation and customer accounts system was also provided.
Dec 2000-Apr 2001 Hotel Le Mottaret 3*, Méribel-Mottaret, French Alps for Eurogroup S.A.R.L. Receptionist, duties involved making reservations, greeting customers, providing quality customer service and using the company's computer system to record consumer consumption and validate company accounts.
May-Sep 2001 Hotel de L' Albatros 3* Mouans Sartoux, Cannes, France for Eurogroup S.A.R.L. Receptionist, various tasks included making reservations for companies involved with the Cannes International Film Festival, group bookings and corporate reservations and seminars. Maintaining professional customer services and team skills were also practised.
Aug 2002-Nov 2002 Business School admissions officer and administrator, London Metropolitan University, London. Duties involve accepting and processing applications from prospective students as well as administrating postgraduate course programmes.
Nov 2002-October 2003 Marriott Hotels Intl. Ltd Marriott Rewards Guest Loyalty Programme Representative, London. Part of the Marriott Rewards Guest Loyalty scheme. My duties involved administrating the Guest Loyalty Programme in a call centre. My responsibilities included taking calls from guests to assist them with managing their Rewards accounts. Corresponding to guests via letter, email and fax. Working as part of a team to maintain required call volume targets as well as provide a professional and helpful service to each member.
Oct 2003-October 2006 Marriott Hotels Intl. Ltd Marriott Rewards Team Leader
My responsibilities include the above plus leading a team of 9 associates. As a leader I was at hand to assist with day-to day queries, audit associate performance and provide feedback in the form of performance appraisals and counselling/disciplinary action. Other responsibilities include training the department on program changes, system enhancements and new program promotions. I am also responsible for recruiting new associates. I reported to the Guest Services Manager for Marriott Rewards UK, Europe, Middle East and Africa.
Oct 2006-present Marriott Rewards Loyalty Programme Guest Services Manager UK, Europe and Middle East and Africa. Part of the contact centre senior management team. Liaise with Marriott Rewards headquarters in the U.S.A to review business. Manage a call centre of 15 associates responsible for providing excellent customer services to both guests and hotels in the above region. Ensuring office is adequately staffed to cover the business demands based on call volumes, work load and special projects. Maintaining proficient programme and procedure knowledge. Involved in interviewing and hiring of new associates. Make staffing recommendations as they relate to projected business demands. Responsible for organising staff training to ensure good communication of programme and promotional updates. Assisting in preparation of departmental annual budgets/forecasts. Liaise with the Marketing department to review and discuss promotions, current and future projects. Extra projects include assisting in a new office set up in Malaysia.
Qualifications
BA Hons Degree International Leisure & Tourism Management (Level 2:1)
‘A’ Level Business Studies.
Five GCSE’s grade C and above including Maths, English, French and Modern Greek
Advanced G.N.V.Q in Leisure and Tourism at Distinction level
The Royal Society of Health Certificate in Health and Safety
GCSE's
‘A’ Level Business Studies.
Five GCSE’s grade C and above including Maths, English, French and Modern Greek
Advanced G.N.V.Q in Leisure and Tourism at Distinction level
The Royal Society of Health Certificate in Health and Safety
GCSE's
Skills
Proficient use of Microsoft Word, Excel and Power Point.
Ability to work with people at all levels.
Able and motivated to face new challenges.
Pay high attention to detail and thorough with responsibilities.
Ability to work with people at all levels.
Able and motivated to face new challenges.
Pay high attention to detail and thorough with responsibilities.
Languages
Ability to speak English, French and Modern Greek fluently.
Education
1998 - 2002 The University of North London (London Metropolitan University),
Holloway Road, London, U.K.
(BA Honours Degree International Leisure & Tourism Management).
1995 - 1998 Weston College, Weston-super-Mare, North Somerset, U.K.
1992 - 1995 Kings of Wessex Community School, Cheddar, Somerset, U.K.
1990 - 1992 Broadoak Comprehensive School, Weston-super-Mare, North
Somerset, U.K.
Holloway Road, London, U.K.
(BA Honours Degree International Leisure & Tourism Management).
1995 - 1998 Weston College, Weston-super-Mare, North Somerset, U.K.
1992 - 1995 Kings of Wessex Community School, Cheddar, Somerset, U.K.
1990 - 1992 Broadoak Comprehensive School, Weston-super-Mare, North
Somerset, U.K.
Interests
Enjoy reading, going to the gym and socialising.
References
Marriott Hotels Intl Ltd
Eurogroup S.A.R.L France
More details can be supplied upon request.
Eurogroup S.A.R.L France
More details can be supplied upon request.
