Elena Sartori

Elena Sartori

Assistant Guest Experience Manager at Gran Melia Roma 5*
Lives in Rome, Italy
over 6 months ago

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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.
Versatile and multitasking hard-worker with a strong propensity for customer care and management.
More than 3 years experience in hotel Marketing Strategies, Social Media Marketing and Reputation Management in 4 star properties and more than 3 years experience as Guest Relations Agent and Coordinator in 5 star luxury hotels.

Experience

  • Assistant Guest Experience Manager

    Gran Melia Roma 5* - Rome, Italy

    Guest Relations
    April 2018 - Now · 8 months

  • Guest Relations Coordinator, Duty Manager on shifts

    Hotel Danieli, A Luxury Collection Hotel - Venice, Italy

    Front Office reception
    August 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

  • Guest Relations Agent

    Rosewood Castiglion del Bosco - Siena, Italy

    Front Office reception
    January 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

  • General Coordinator

    Garzotto Hotels & Resorts s.r.o. - Prague, Czechia

    Administration & General
    July 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

  • Marketing and Guest Relations Coordinator

    Garzotto Hotels & Resorts s.r.o. - Prague, Czechia

    Back Office
    May 2011 - April 2014 · 2 years and 12 months

    • 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

Education

  • 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 2010

    studied suspended

  • Bachelor Degree in Linguistic and Cultural Mediation

    Università degli Studi di Padova - Padua, Italy

    September 2003 - December 2006

Languages

  • English
    Native or fluent
    100%
  • Italian
    Native or fluent
    100%
  • Czech
    Full professional
    80%
  • French
    Professional working
    60%
  • German
    Limited working
    40%
  • Spanish
    Notions
    20%

Skills

  • Channel Manager Rate Tige
  • Fidelio Suite 8
  • Goconcierge
  • MS Office
  • Opera PMS
Connections
Vittoria Fierro
Front Office Agent at Hotel Danieli, A Luxury Collection Hotel
Giuseppe Trimboli
sommelier at Marriott International
Martina Caiazzo
Front Office & Guest Relations Agent at Sheraton Parco de'​ Medici Rome Hotel
View 11 connections
Following
MSC Cruises
Geneva, Switzerland
The Savoy
London, United Kingdom
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