Antonella Napolitano

Antonella Napolitano

Guest Service Agent at Hotel Caesar Augustus
Lives in Capri, Italy

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About me

Linguistics graduate with working, voluntary and educational experience in China seeking a career in Hospitality and Tourism industry.

Experience

2 years

  • Guest Service Agent

    Hotel Caesar Augustus - Capri, Italy

    Front Office reception
    August 2018 - Now · 1 year and 5 months

    •Monitor daily arrival and departures; be familiar with all VIP guests, special requirements and potential problems. •Knowledge of Protel and The Fork systems. •Greet all guests with introduction to the property and its owners. •Assure concergerie service prior and during their stay, including dinner reservations, private transfer and boat tours. •Coordination of drivers from and to the port of Capri to guarantee a smooth service to arrival and departure guests. •Review procedures and documents: cashier, process invoices, receipts and outstanding payments. •Maximize sales revenues through up selling, sales of wellness treatments and products, dining location. •Handle “walk-in” guests, early check in and check out and conduct group check ins/outs •Communicate with all other hotel departments as necessary. •Maintain detailed notes in a notebook throughout the day of all guest requests and important information and meet with arriving/departing shift member to relay these details and ensure proper follow through. •Handle guest complaints or problems immediately, ensuring guest satisfaction. •Answer telephones within three rings, using correct greeting and telephone etiquette.

  • Management Trainee

    InterContinental Beijing - Sanlitun Residential District, China

    Guest Relations
    November 2017 - May 2018 · 7 months

    • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in. • Fill in the VIP Amenities form for In Room Dining and inspect rooms with amenities. • Prepare in room C/I folders for in room C/I guests and VIPs. • Write handwritten welcome cards and welcome letters. • In Room check in for VIPs. • Standby in the lobby to farewell guests, ask about their stay experience and update their profile. • Providing information about facilities, local restaurants and attraction and other relevant information. • Report and follow up on any comments, VIPs arrivals or departures as they occur throughout the day. • Assist Club lounge and FD to operate check in and check out • Make courtesy call • Handle complaints

Education

  • Master in Total Tourism & hospitality Management

    SESEF - Rome, Italy

    June 2017 - July 2017

    Specialised courses in Hospitality and Tourism Management: Event Management, Food & Beverage Management, Hotel Management, Revenue Management, Marketing strategies, Tourism market legislation. Introduction of Tour Operator and Cruise Industry. Worked in a team on two projects: planned and created an "albergo diffuso" in Sardinia studying the regulation of the region, organizing the organogram of the hotel and promoted on the social networks; organized an event on the concept of Wine as appreciation of the territory and mean of attraction of flow of tourism.

  • Business Chinese

    Beijing University of International Business and Economics - Beijing, China

    August 2016 - December 2016

     Assessed presentations in Chinese on Italian companies in China, investments in China and cybersquatting.  Participated in group discussions about China’s Hot Business Topics.  Learnt and used more than 300-400 business Chinese vocabulary.  Taken part in Training Course for HSK 5.

  • Comparative Languages and Humanities

    Orientale di Napoli - Naples, Italy

    October 2011 - July 2015

Languages

4 languages

  • English

    Native or fluent

  • Chinese

    Native or fluent

  • Italian

    Native or fluent

  • French

    Professional working

Personal information

Nationalities

  • Italian

Date of birth

December 11th 1992

Driving License

Yes

Skills

5 skills

  • Critical/analytical think
  • Flexible
  • Fluency in Chinese
  • Multitasking
  • Quick leaner
Connections
Natalia Garcia
Customer Service Agent at Stay U-nique
Dogukan Yildirim
Student from Akdeniz University - School of Tourism & Hotel Management
Vincent Leo
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View 211 connections
Following
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