Domenico Mileto

-Answered inbound calls and emails from Corporate, Tour Operators, Portals, concerning rooms and conference rooms availability for groups and individuals, delivery of information on estimates and payment/cancellation policies

-Prepared contracts for third parties with zealous treatment of all the legal terms of the agreement like the parties involved, the facilities agreed, the payment instructions and the cancellation policy

-Made pro- forma invoices to third parties with zealous compliance to the required standards to outline the outstanding bills agreed

-Prepared presentations of department sheets with full disclosure of the weekly schedule concerning Sales ,Food and beverage, Housekeeping operations, send Business Reports to Sales Department documenting the revenue income

-Organized travel arrangements for the Group management and employees

-Prepared Refunds/Complimentary stay forms to be approved by the Reservation Manager and to be send to the Finance Department for the correct accountability and treatment

-Check and treatment on the system of on-day and next days arrivals, update on the system of all the relevant financial and hospitality arrangements notes ( refundable or not refundable, card or bank transfer charges, third parties involved, food and beverage requirements)

-Prepared Guest rooming lists to be communicated to the relevant departments involved for a high standard reception and operational management of the services agreed

-Monitored with the Reservation Manager and Finance team of all the payment deadline pending on existing booking, chased payments issues by contacting the parties involved

-Processed Payments via Pos and sending confirmation and invoices to guests or third parties in compliance to the details received upon booking

-Attended daily sales and revenue briefing with the Reservation Manager, Sales and Revenue Manager, Conference and Event team and discussion on developed market segmentation strategies , Proactively communicated constructive feedback to management regarding any obstacles to achieving established goals and objectives

as Reservation Admin:

-Assisted third parties ( Corporates, Agencies, Tour Operators, Portals) and individuals through email and phone calls with the requests of quotations , options available and cancellation policy /payment procedures

-Preparation of Refunds and Complimentary stay forms in liaise with the reservation Manager following the resolution of refunds and cancellations cases

-Intake of deposits or full charges via Pos, send the invoices required with zealous care of all the details provided by the receiver upon booking

Processed email inbox with pending and/or incoming booking enquiries, email intake of amendments requests on dates and payment procedures, reading of third party confirmations emails and update on the system accordingly

Constantly interfaced with Finance team to track the bank transfers related to the bookings, production of detailed notes of the payment and transactions occurred on the Property Management System

- Track on the cancellations occurred and ensured the no refundable charges were honoured accordingly to the nature of the booking and by liaising with main portals (Booking, Expedia, Hotelbeds,etc)

-Attentive understanding of the following-days arrivals with following update on the system of all the relevant details to be transmitted to the front office ( payment instructions, special requests, invoice information)

as Front Office Agent

-Processed check-ins with courteous manners and smooth check and treatment of the reservations requirements, delivery of guidance on hotel facilities like Food and Beverage working hours or Housekeeping/Conciergerie services

-Processed check-outs on arrival or departure and charged via Pos or Cash the arranged bills after accurate understanding of the booking features, issue of invoices for individuals or companies

-Daily reading of the System Agenda with proactive chasing of day important notes (guests late check-outs, complaints, maintenance room requirements)

-Daily Interface with all the relevant departments involved in the best customer service via internal calls like Maintenance for the resolution of technical inconvenience, Housekeeping for the monitoring of the check out procedures or Food and Beverages for special dietary requests

-Answered inbound and external calls from guests with prompt action in order to support their requests or issues during the stay

-Proactively supported the Concierge team in operations like booking of tours, restaurants or city events and best support in the arrangement of relative transports including those from the hotel to the airport after check out

-Ensured the clean and tidiness of the working area in compliance to the hotel guest experience standards,

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-Processed check-ins with courteous manners and smooth check and treatment of the reservations requirements, delivery of guidance on hotel facilities like Food and Beverage working hours or Housekeeping/Conciergerie services

-Processed check-outs on arrival or departure and charged via Pos or Cash the arranged bills after accurate understanding of the booking features, issue of invoices for individuals or companies

-Daily reading of the System Agenda with proactive chasing of day important notes (guests late check-outs, complaints, maintenance room requirements)

-Daily Interface with all the relevant departments involved in the best customer service via internal calls like Maintenance for the resolution of technical inconvenience, Housekeeping for the monitoring of the check out procedures or Food and Beverages for special dietary requests

-Answered inbound and external calls from guests with prompt action in order to support their requests or issues during the stay

-Proactively supported the Concierge team in operations like booking of tours, restaurants or city events and best support in the arrangement of relative transports including those from the hotel to the airport after check out

-Ensured the clean and tidiness of the working area in compliance to the hotel guest experience standards,

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