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About me
A self motivated, passionate and result-oriented professional with excellent organizational and communication skills, excellent problem-solving focused on delivering excellent service standards to customers with a strong propensity for customer care and management.
Over 3 years experience in hotel Marketing Strategies, Social Media Marketing and Reputation Management in 4 star properties. More than 3 year-experience in Guest Relations and almost 3 years as Assistant Guest Experience Manager in 5 star luxury hotels.
Experience
12 years and 11 months
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Assistant Guest Experience Manager
Gran Melia Rome Villa Agrippina - Rome, Italy
Guest RelationsApril 2018 - Now · 6 years• Acting as Guest Experience Manager in absence of the HOD in year 2021, driving excellent quality results • Manager on Duty on a shift base • Meet and greet, ensure guests a heart warming welcome, handle all VIP and high profile guests, process check in and check out of VIP guests, create memorable experiences following guests’ profile and preferences. Respond to guests’ needs and anticipate their unstated ones; expect and react promptly to guests’ requirements and inquires • Drive guest experience and support overall the Guest Experience Team, great engagement, ideally meet guests in any situation • Review, communicate and support the Guest Experience Team with new and updated Brand standards as well as LQA standards; share visions, standards and quality efficiency and improvements to all departments • Managing online brand reputation and analyse customer feedbacks, provide strategic direction and activate action plans to continuously improve overall rating • Have a perfect understanding and clear vision of the brand’s guest promise, be exemplary in manner and behaviour for the Team and for all other departments’ teams • Coordinate and manage communication between guests and staff throughout all departments and follow up to ensure resolving successfully customer concerns • Performing all Front Desk tasks: perform check in and check out; managing reservations and room assignments; processing all payment types and arranging billings
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Guest Relations Coordinator
Hotel Danieli a Luxury Collection Hotel, Marriott International - Venice, Italy
Guest RelationsAugust 2015 - April 2018 · 2 years and 9 monthsInternational, Venice, Italy * Welcome and acknowledge guests and VIP guest in the property, escorting them to front desk area and anticipate and address guests' service needs. Respond to special requests from guests with unique needs * Supply guests with directions and information regarding property amenities, services and hours of operation, local areas of interest and activities and contact appropriate individual or department * Communicate and coordinate VIP arrivals to designated personnel for escort and delivery of personalized amenities. Provide check in/check out for VIP guests * SPG Property Champion since September 2016: Promote the SPG (Starwood Preferred Guest) Fidelity Program and provide recognition and benefits to all members; responsible for the success and performance of SPG program at the hotel and the enrolment of new members by driving positive results. * Social Media Insider (as part of a Green Belt Project): report through photo and video supports any event or happening in the property with the aim to increase social media influence * Manager on Duty on a shift base.
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Guest Relations Coordinator, Duty Manager on shifts
Hotel Danieli, A Luxury Collection Hotel - Venice, Italy
Guest RelationsAugust 2015 - April 2018 · 2 years and 9 months• Welcome and acknowledge guests and VIP guest in the property, escorting them to front desk area and anticipate and address guests' service needs. Respond to special requests from guests with unique needs • Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities and contact appropriate individual or department • Communicate and coordinate VIP arrivals to designated personnel for escort and delivery of amenities. Provide check in/check out for VIP guests • SPG property champion since September 2016: Promote the SPG Program and provide recognition and benefits to all present members; responsible for the success and performance of SPG program at the hotel • Social Media Insider (as part of a Green Belt Project): report through photo and video supports any event or happening in the property with the aim to increase social media influence • Duty Manager on shifts, mainly weekends
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Guest Relations Agent
Rosewood Castiglion del Bosco - Siena, Italy
Guest RelationsJanuary 2015 - August 2015 · 8 months* Meet and greet guests on their arrival and bid them farewell on their departure, provide guests with above and beyond service to ensure their experience will be worth remembering, give guests personal recognition * Escorting guests to rooms, attending promptly to guests' inquiries and assist them with their needs, create for them tailor-made itinerary and experiences * Promoting activities and facilities in the property and of the nearby area, cross-selling
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Guest Relations Agent
Rosewood Castiglion del Bosco - Siena, Italy
Guest RelationsJanuary 2015 - August 2015 · 8 months• Meet and greet guests on their arrival and bid them farewell on their departure, provide guests with above and beyond service to ensure their experience will be worth remembering, give guests personal recognition • Escorting guests to rooms, attending promptly to guests’ inquiries and assist them with their needs, create for them tailor-made itinerary and experiences • Promoting activities and facilities in the property and of the nearby area, cross-selling
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General Coordinator
Garzotto Hotels & Resorts s.r.o. - Prague, Czechia
AdministrationJuly 2013 - April 2014 · 10 months• Responsible for achieving optimal guest satisfaction and a good working environment to attain all set objectives • Developing actions to improve internal working environment • Assisting Department Heads in supervising employees in the customer service and housekeeping
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Marketing and Guest Relations Coordinator
Garzotto Hotels & Resorts s.r.o. - Prague, Czechia
Guest RelationsMay 2011 - April 2014 · 3 years• Curating online presence, developing official company website, managing new applications and social media • Maximizing hotels’ revenue by creating promotional activities (offline and online), mostly direct online sales • Guest relations and customer relationships, handling complaints effectively to ensure maximum
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Assistant to General Manager
Garzotto Hotels & Resorts s.r.o. - Prague, Czechia
Secretary / Executive AssistantSeptember 2010 - April 2011 · 8 months* Reporting to GM and helping with executing several tasks in supervising Departments Heads, strong interactions with Departments Heads and employees * Developing company official website, introducing actions to increase online business * Interacting with customers for redressing complaints and understanding requirements and needs
Education
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Use of Micros Fidelio 7, Fidelio Suite 8; Use of channel manager Rate Tiger
Opera PMS, GoConcierge, Bookatable.com
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Master Degree in Modern Languages for the International Communication and Cooperation
School of Human and Social Sciences and Cultural Heritage, University of Padua, Italy
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School of Human and Social Sciences and Cultural Heritage, University of Padua, Italy
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Liceo Linguistico "Colle di Giano", Conegliano, Treviso, Italy
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Certificate of attendance "Micros Fidelio Opera PMS v5"
UET European Institute for Tourism
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Leading a Culture of Service Excellence Certificate
Cornell University - Abu Dhabi, United Arab Emirates
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Master Executive in Hotel Management; Web Marketing & Social Media Marketing
SIDA Group srl, section in Verona (Italy); SIDA Group srl, section
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Six Sigma Green Belt Certification
Athens
December 2015 - June 2016 -
Master Executive in Hotel Management
Sida srl - Verona, Italy
September 2014 - December 2014 -
Master Degree in Modern Languages for the International Communication and Cooperation
Università degli Studi di Padova - Padua, Italy
January 2007 - October 2010studied suspended
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Bachelor Degree in Linguistic and Cultural Mediation
Università degli Studi di Padova - Padua, Italy
September 2003 - December 2006
Languages
7 languages
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English
Native or fluent
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Italian
Native or fluent
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Czech
Full professional
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French
Professional working
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German
Limited working
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Spanish
Limited working
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Russian
Notions
Personal information
Nationalities
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Italian
Date of birth
July 29th 1984
Driving License
Yes
Skills
5 skills
- Channel Manager Rate Tige
- Fidelio Suite 8
- Goconcierge
- MS Office
- Opera PMS
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