Dimitri Marolias

Experienced, resourceful, and results-driven Regional Welcome Services Manager with a strong track record of leading multi-site operations across Manchester, Leeds & Bradford for a global services firm. With a background spanning both corporate and hospitality environments, I bring a unique blend of strategic oversight, client service excellence, and operational discipline to every role.

I excel in building high-performing teams, fostering a culture of accountability and innovation, and driving measurable improvements in service delivery. My leadership style is both empathetic and performance-focused, ensuring that each team member contributes meaningfully to business outcomes. Known for remaining calm and solution-oriented under pressure, I consistently resolve client and guest issues with professionalism and care.

Possessing exceptional organisational skills, a disciplined work ethic, and deep expertise in front office operations, I provide continuity and confidence to both leadership and teams. I am adept at managing competing priorities, improving service standards, and aligning workplace operations with broader business goals. As a strong communicator and strategic thinker, I am now seeking to leverage my leadership impact in a senior role where I can drive transformation, elevate service standards, and contribute to a forward-thinking organisation’s success.

Regional Welcome Services Manager | PwC   2024 – Now

KEY ACHIEVEMENTS

• Leading the Welcome Services strategy across three high-profile PwC sites - Manchester, Leeds & Bradford, 
  delivering consistent excellence and operational cohesion across the region.
• Built and embedded a high-performance culture that reflects PwC’s values, driving team engagement, service 
  innovation, and measurable improvements in client satisfaction. 
• Acted as a senior ambassador for Welcome Services and PwC, maintaining strong visibility and influence across all 
  levels of the organisation and external stakeholders. 
• Demonstrated agility and strategic thinking in adapting services to meet evolving business needs, ensuring our 
  offering remains market-leading and future-ready.
• Delivered impact across key domains: Regional Operations, People Leadership, Client Experience, 
  Financial Oversight, and Service Innovation.

RESPONSIBILITIES

• Overseeing the the multi-site operation of Welcome Services across Manchester, Leeds & Bradford, ensuring 
  seamless service delivery and alignment with PwC’s brand and community values. 
• Providing strategic direction and daily coaching to regional teams, fostering a client-first mindset and ensuring consistent service standards across all locations. 
• Driving continuous improvement in the client journey, identifying opportunities to enhance value, streamline operations, and elevate the overall experience.
• Managing client feedback and complaints with professionalism and urgency, collaborating with senior leadership to implement preventative solutions and service recovery plans 
• Leading the Portico Mystery Shopper Audit process regionally, translating insights into actionable development plans and recognition initiatives to drive performance. 
• Ensuring full compliance with health & safety protocols across all Welcome areas, including emergency preparedness and administrative governance (H&S, People, Finance). 
• Serving as a regional champion for customer service excellence, upholding the highest standards of integrity and professionalism across all three sites.

Reception Services Manager, Integrated Facility Management | AMAZON   2023 – 2024

KEY ACHIEVEMENTS

• Led reception operations at Amazon’s London HQ, delivering high-impact service improvements and operational 
  excellence in a fast-paced, high-profile corporate environment.
• Introduced advanced organisational systems to enhance data accessibility, confidentiality, and compliance, 
  significantly improving operational efficiency.
• Successfully delivered key projects for senior leadership, consistently achieving on-time and under-budget completion through disciplined planning and execution.
• Identified performance gaps through team assessments, implemented targeted training plans, and drove measurable improvements in service delivery and responsiveness.
• Acted as a trusted escalation point for complex issues, maintaining strong communication with the Program Manager 
  and ensuring swift resolution and service continuity.

RESPONSIBILITIES

• Directed the onsite reception team at Amazon HQ, overseeing recruitment, onboarding, training, and ongoing 
  performance management to ensure service excellence.
• Coordinated complex meeting and event logistics, including high-level requests and venue management, ensuring 
  seamless execution and stakeholder satisfaction.
• Managed client feedback and service reporting, collaborating closely with leadership to refine service delivery and 
  foster a culture of continuous improvement.
• Oversaw daily operations including high-volume call handling, secure data management, and coordination of confidential information access.
• Maintained strong communication channels between clients and internal teams, ensuring accurate documentation, record tracking, and administrative efficiency.
• Ensured visitor management systems were consistently updated, facilitating smooth handovers with security personnel and maintaining optimal reception area standards.

Office Manager,Guest Experience Lead | Quilter PLC   2020 – 2023

• Coordination of service support such as Technicians and Janitorial for resolution of issues
• Coordination and deliveryof training to reception teams
• Coordinating and organising complex meeting schedules, requests, room allocations and associated cross- functional services, elevating efficiency and confidentiality into the process
• Establishing and maintaining office procedures, assisting the senior management team and facilitating extensive inter-departmental communication to provide needs-focused customer support
• Convey relevant feedbackto Line Manager and ProgramManager when appropriate
• Coordination of receptionteams to ensureall reception deskshave adequate cover especially duringpeak times
• Managing office activities by maintaining communication between clients, tracking records and filing all documents
• Overseeing staff recruitment, and the delivery of training, mentoring team members and ensuring consistent cover
• Responding to and routing telephone calls to support client services and maintain service standards

Front Office Associate | Citadines Holborn-Covent Garden Apartment Hotel   2019 – 2020

• Substantially increased brand awareness via proactive contributions to customer service and satisfaction, in own work, general processes and the contributions of others
• Instilled a culture of excellence in all operations, adapting to each situation and achieving all goals and targets
• Consistently strove to take ownership of returning guestand VIP experience, providing a personal serviceand dealing swiftly and effectively with dissatisfied guests
• Handled check-ins and check-outs, alongside efficient pre-arrival preparation, and managing groups and events
• Utilised strong communication skills to engage with guests from diverse cultural backgrounds
• Managed the internal booking system effectively using PROTEL to schedule, cancel and rearrange reservations

Front Office Associate | Marriott Hotels   2017 – 2019

• Developed and applied an in-depth awareness of the hotel’s facilities and services to identify key sales opportunities, increase brand awareness and boost occupancy levels, focusing on securing both new and repeat custom
• Worked tirelessly to determine guest needs, with a customer service focused approach
• Championed products, services and operational alterations to achieve all revenue and customer retention targets
• Managed an often extensive booking system using OPERA to schedule, cancel and rearrange reservations

Sales Advisor| Hammonds Fitted Furniture   2016 – 2017

• Commanded first class customer, leading and collaborating with energy, drive and enthusiasm
• Implemented a series of core improvements that drove efficiency and enhanced the customer experience
• Resolved all concerns, maintaining a meticulous attention to detail,and leaving every customer satisfied

Marketing Coordinator, Field Supervisor ▪ Athens International Airport    2012 – 2016

Marketing Coordinator, Field Supervisor ▪ Ipsos Opinion Research Corporation   2011 – 2012

Marketing Coordinator, Field Supervisor ▪ Alternative Research Solutions SA   2007 – 2011

BA Business Administration, Tourism Management ▪ Hellenic Mediterranean University           2001 – 2006