Flavia Aurelj

Flavia Aurelj

Front Office Agent at CastaDiva Resort & SPA - 5 star L- Lake Como
Lives in Blevio, Italy
over 6 months ago

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  • Front Office Agent

    CastaDiva Resort & SPA - 5 star L- Lake Como - Blevio, Italy

    Front Office reception
    March 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.

  • Guest Relations

    Grand Hotel et de Milan - Milan, Italy

    Guest Relations
    August 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 Cuore

    October 2012 - July 2016


  • Italian
    Native or fluent
  • English
    Native or fluent
  • French
    Full professional
  • Russian
    Limited working
  • German
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