Elena Sartori

Elena Sartori

Assistant Guest Experience Manager at Gran Melia Rome Villa Agrippina
Lives in Rome, Italy

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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

  • Assistant Guest Experience Manager

    Gran Melia Rome Villa Agrippina - Rome, Italy

    Guest Relations
    April 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

  • Guest Relations Coordinator

    Hotel Danieli a Luxury Collection Hotel, Marriott International - Venice, Italy

    Guest Relations
    August 2015 - April 2018 · 2 years and 9 months

    International, 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.

  • Guest Relations Coordinator, Duty Manager on shifts

    Hotel Danieli, A Luxury Collection Hotel - Venice, Italy

    Guest Relations
    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

    Guest Relations
    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

  • Guest Relations Agent

    Rosewood Castiglion del Bosco - Siena, Italy

    Guest Relations
    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
    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

    Guest Relations
    May 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

  • Assistant to General Manager

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

    Secretary / Executive Assistant
    September 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

  • Use of Micros Fidelio 7, Fidelio Suite 8; Use of channel manager Rate Tiger

    Opera PMS, GoConcierge, Bookatable.com

  • Master Degree in Modern Languages for the International Communication and Cooperation

    School of Human and Social Sciences and Cultural Heritage, University of Padua, Italy

  • School of Human and Social Sciences and Cultural Heritage, University of Padua, Italy

  • Liceo Linguistico "Colle di Giano", Conegliano, Treviso, Italy

  • Certificate of attendance "Micros Fidelio Opera PMS v5"

    UET European Institute for Tourism

  • Leading a Culture of Service Excellence Certificate

    Cornell University - Abu Dhabi, United Arab Emirates

  • Master Executive in Hotel Management; Web Marketing & Social Media Marketing

    SIDA Group srl, section in Verona (Italy); SIDA Group srl, section

  • 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 2010

    studied suspended

  • Bachelor Degree in Linguistic and Cultural Mediation

    Università degli Studi di Padova - Padua, Italy

    September 2003 - December 2006

Languages

7 languages

  • English

    Native or fluent

  • Italian

    Native or fluent

  • Czech

    Full professional

  • French

    Professional working

  • German

    Limited working

  • Spanish

    Limited working

  • Russian

    Notions

Personal information

Nationalities

  • 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
Connections
Morris Lorusso
Director of Sales at Hosco
Marisa Capobianco
Tirocinio at C.I.L.A (Centro Interdipartimentale dei Servizi Linguistici e Audiovisivi), Sezione
Raffaele Pennetti
Director of Food and Beverage at Rocco Forte Hotels
View 17 connections
Following
Belmond Hotels
Belmond Hotels
London, United Kingdom
The St. Regis Rome Mandarin Oriental
Other members
View more
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