Mary Charitidou

I am a pro-active, ambitious and highly motivated individual. I enjoy the prospect of new challenges and constantly strive for success.

I have quickly developed a vast array of skills; including leadership, management, interpersonal, customer service, analytical, commercial, recruitment and development, disciplinary investigations and communication skills.

Managing in several fields has enhanced my organization and planning skills. I believe these skills are key and transferable in any role I take on in the future.

Cluster Operation & Marketing Assistant

Hestia Luxury Apartments July 2022 – Current

Overseas the daily operation across multiple Hestia Properties; assisting the Cluster Operation Manager where is requested, overseeing customer satisfaction, handling customer complaints, maintaining staffing levels, and scheduling.In charge of the new Hestia property openings; set up the new property on extranets, set up room categories, set up descriptions and terms and conditions, in charge of photo shooting and the lifestyle photoshoot with our partner photography team. Duties include as well interviewing, selection, and hiring; training new and existing employees; planning, assigning, and directing work; authoring and discussing with employees’ performance appraisals; addressing employee performance and corrective action plans; employee motivation. Duties include as well interviewing, selection, and hiring; training new and existing employees; planning, assigning, and directing work; authoring and discussing with employees’ performance appraisals; addressing employee performance and corrective action plans; employee motivation. Supervise the smaller departments in the hotel such as reception, housekeeping, and maintenance. Work according to the SOPs within the brand, ensuring the adoption of best practices.

• Ensure that each department delivers a consistently high standard of guest service.
• Plan and direct the hotel’s main operations including quality, standards, cleanliness, and guest satisfaction.
• Carry out Duty Management shifts as required.
• Conduct regular fire walks and Health & Safety audits.
• Promote a positive employee relations culture through effective communication and regular team meetings.
• Carry out regular inspections of all departments in the areas of guest service delivery, cleanliness, presentation, service delivery, employee presentation, and grooming.

Office & Quality Control Assistant
Vlachakis Systems LTD. Oct 2020 June 2022

Provide administrative and clerical support in the company, perform office duties, including, mailing and filing correspondence, monitor and manage inventory of office supplies. Support the sales department by creating advertising leaflets, newsletters and updating company's catalog. Support the production manager by designing 2d parts for a laser cutting machine. As a Quality Control Assistant, I assist the Health & Safety Technician to implement all procedures in order to ensure the safety of employees and company premises; preparation of procedures for Emergency cases (fire, earthquake, terrorist act), evaluation of fire protection, training and implementation of training programs for employees in matters of health and safety at work, selecting and controlling the effectiveness of PPE. Hold responsibility for ISO 14001 & 9001 procedures and company's KPIs; audit project filing and administration specifically to ensure timely completion of documents and lead the annual ISO quality audit process. Support recruitment procedures, including posting ads, participating in the interview process, preparing recruitment documents.

Assistant Front Office Manager
5 Star Hotel Luxury – COMO the Halkin, August 2019 - October 2020 

Responsible for overseeing Front Desk and Security operation which consisted of training, coaching/counseling, empowering, and supporting 15 associates. Act as Duty Manager for the hotel, overseeing Reception, Business Centre, Switchboard and Guest Relations operations while ensuring that guest needs are met to the high standard required by the company and expectations are exceeded. Assisted in the daily maintenance of room inventory status to achieve maximum revenue while assisted FOM in managing web based reservations system and working closely with the Director of Sales to ensure that all negotiated rates are published and available for use. Participated in the training, hiring, and documenting of all departmental staff. Created incentive programs to promote sales and customer service scores for the Front Desk team. Implemented overbooking and selling strategies to spark enhanced revenues.

Front Desk Night Manager
5 Star Hotel Luxury– NOBU Shoreditch, April 2019 – August 2019 

Represent the Management during the night and be responsible for the flawless running of the entire nightly hotel operation. Assist the Front Office Manager in all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures. Managing a team of 6, provide leadership and support to all members of the night and day team and enforces the Hotels Standards of Excellence in all areas supervised.

Front Desk Senior Supervisor
5 Star Hotel – London Hilton on Park Lane, April 2018 - April 2019 

I was responsible for 30 team members, the department is made up of guest relations, reception, guest services, executive lounge and the concierge. I assist the Front of House Manager and Reception Manager in the effective running of the Front Office and supervise the smooth running of Reception during the course of a shift ensuring that the required standards of guest care are maintained for a 5 star property. Cross training as Night Manager and Guest Relation Manager. Currently under Management Elevate 2 program. From the outset I have focused heavily on improving team engagement and staff retention. My main responsibilities include:
• Oversee the front office operations in the absence of Front Office Manager, while successfully manage the activities
Managing in several fields has enhanced my organization and planning skills. I believe these skills are key and transferable
in any role I take on in the future.
  WORK EXPERIENCE
and tasks of a team of 30 members in multiple locations.

• Training and development of graduates and new team members with 1:1 team members’ reviews and feedback sessions. Performance management, disciplinary and investigations, absence management.
• Create training manuals targeted at the continuously awareness of the Hilton standards and the increase of customer satisfaction. Implement high-impact sales and marketing initiatives to maximize sales revenues through up-selling program.

• MSc Diploma, Urban and Regional Planning Herriot-Watt, Edinburgh (2016)
•  Roof gardens-Urban Green spaces diploma University of Agricultural Sciences, Athens GR (2013)
• BCS Certification, Landscape Architecture
  University of Technology Agronomy, Drama GR (2008)