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Front Office Agent
CastaDiva Resort & SPA - 5 star L- Lake Como - Blevio, ItalyFront Office receptionMarch 2017 - Now · 1 year and 9 months
• Make sure thet the guests have a pleasent stay: welcoming and escorting of the guests to their accomodation, begin a good relationship with the guests paying attention to their requests and needs, promotion of the outlets and facilities. • Check in and check out operations. • Handling of complaints until their satisfactory resolution for both parts. • Preparation of the VIP list. • Handling of the guests's requests, also via telephone and email. • Preparation of handwritten Welcome card and vouchers. • Count float at the beginning and end of shift and balance and drop receipts according to accounting specifications.
Grand Hotel et de Milan - Milan, ItalyGuest RelationsAugust 2016 - March 2017 · 8 months
• Welcome VIP Amenities assignement and guests' profiles update. • Communication of the previous list to the departments, including birthdays, anniversaries e special requests. • Cancellation, no show, walk-in and booking supervision. • Preparation of handwritten Welcome card. • VIP escorting, following the LQA standards (Leading Quality Assurance) • Promotion of the main points of the Hotel (restaurants and other) • Preparation of VIP profiles, choice and assignment of special amenities, room set-up and following communication to the differents departments. Special attention to LHW and Amex Fine Hotels and Resort clients. • Addition of the comments left by the clients through the "Commen Card" in Opera System and Follow up answers. • Handling of the complaints and consecutive possible solution/action. • Rooms check, with the LQA standards. • Groups coordination. • Handling of administrative duties, depending on the managers' requests.
Università Cattolica del Sacro CuoreOctober 2012 - July 2016
ItalianNative or fluent100%
EnglishNative or fluent100%