Francisco Dirodi

Francisco Dirodi

Front Office Agent at The Lanesborough Hotel
Lives in London, United Kingdom
over 6 months ago

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I consider essential in my role to deliver consistently a smooth and efficient customer service along with the aim to exceed guests' expectations.
Teamwork and attention to details are the aspects that I enjoy the most and that represent me best.
I am always eager to connect with other professionals, so please feel free to add me to your connections if you like.

Experience

  • Front Office Agent

    The Lanesborough Hotel - London, United Kingdom

    Front Office reception
    March 2018 - Now · 10 months

    Oetker Collection - Leading Hotels of The World • Contribute to the training of new team members • Ensure that all guests are welcomed in a genuine manner and they experience the finest Guest Recognition. • Provide the finest Service Experience, a courteous, professional, efficient and flexible service, personalized at every opportunity. • Follow and maintain consistently the Leading Quality Assurance (LQA) standards. • Playing a key part in creating memorable experiences, communicating with other departments guests' preferences and relevant information. • Ensure that guests' accounts are always clear and organised, preventing any disputes and investigating odd charges. • Perform currency exchanges with the major world currencies, paid outs, transactions by credit card, cash handling. • Manage credit limit reports procedures and report any credit risk. • Assist guest with any concerns and complaints, report and follow up, taking ownership of every issue.

  • Reception Agent / Reservations

    Firmdale Hotels - London, United Kingdom

    Front Office reception
    March 2017 - March 2018 · 1 year and 2 months

    The Knightsbridge Hotel • Build a rapport with every Guests exceeding their expectations, update their profiles and collect feedbacks • Recognize and welcome Regulars, VIP and Returning Guests • Check-in & check-out procedures - Knowledge of Opera PMS • Using up-selling and cross-selling techniques to promote the hotel facilities and increase the sales • Process transactions by credit card, cash handling, guest's billing and manage petty cash, paid outs and currency exchange • Prevent disputes on charges investigating discrepancies and odd charges • Switchboard operator • Responding to enquiries via telephone and e-mail quoting rates and writing proposals • Updating GDS bookings accordingly to the correspondence - Knowledge of SynXis • Dealing with walk-ins maximizing the revenue by up-selling and cross-selling

  • Receptionist, Departmental Trainer

    Best Western Hotels and Resorts - London, United Kingdom

    Front Office reception
    March 2016 - March 2017 · 1 year and 2 months

    • Responsible for the training of new Team Members in reception and reservations • Complaints handling • Welcoming regular and VIP guests • Check-in and check-out procedures • Guests'​ billing and cash handling • Use up-selling techniques to increase the sales • Assisting guests with concierge services • Dealing with enquiries by telephone and e-mails, walk-ins • Record and process reservations monitoring guarantees and deposits, cc declined, cancellations, no-shows, overbookings • Mantain room availability and room status, assign rooms and process reservations requests - Knowledge of Guestline PMS

  • Night Auditor

    Euston Square Hotel - London, United Kingdom

    Front Office reception
    September 2015 - March 2016 · 7 months

    • Assist night manager monitoring entrances and public areas • Complaints handling • Assist guests with concierge services • Dealing with any walk-ins and enquiries, late arrivals, no-shows • Check-in and check-out procedures • Cash handling and guests'​ billing • Monitor deposits, cc declined and reservations to be cancelled • Mantain room availability for the following days, knowledge of Liberty PMS • Investigate discrepancies in the next day departure bills • Set wake-up calls and newspapers orders • Processing the end of the day banking and the night audit; preparing night manager reports • Prepare the department for the following day

  • Reservations Agent

    Camping Village Spiaggia Lunga - Vieste, Italy

    Reservations
    June 2014 - September 2015 · 1 year and 4 months

    www.spiaggialunga.it • Dealing with every reservations and enquiries via telephone and e-mail • Using up-selling techniques on promotional offers, services and facilities to increase the sales • Managing advance deposits, transactions by credit card, cash handling, guests' billing, Bacs payments and invoices • Managing room allocation and housekeeping reports • Dealing with VIP bookings and groups • Switchboard operator • Deal with every concerns and complaints

Education

  • Hospitality Diploma, EQF level 4

    Ipssar "E. Mattei"

    September 2010 - September 2015

Languages

  • Italian
    Native or fluent
    100%
  • English
    Full professional
    80%

Skills

  • Boutique Hotel
  • Customer services
  • Departmental Trainer
  • Opera PMS
  • Reception Duties
  • Reservations
  • Supervisory Skills
  • Teamwork
  • Time managment
  • Upselling skills

Other

  • Certifications

    - Disability Awareness, Institute of Hospitality, License 12112327

    - Health and Safety Level 1, Institute of Hospitality, License 11098159

    - EI-Certified Hospitality Supervisor, Best Western Hotels & Resorts

    - Front Desk Revenue training, Best Western Hotels & Resorts

    - Front Desk Sales Training, Best Western Hotels & Resorts

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