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Over 7 years of experience in Guest Services of cruise ships...
Implementation Consultant SPMS
Oracle - Hamburg, GermanyOtherSeptember 2018 - Now · 3 months
Hospitality Service Manager
Costa Crociere - Genoa, ItalyRooms divisionDecember 2016 - Now · 1 year and 12 months
Manager of the Hospitality department (25 staff). · office organization, preparation of working schedule and reports, · training of staff, performance developer and evaluator, · assistance to Guests during the whole cruise, handling of requests and complaints, · handling of cabins occupancy and up selling requests, · analysis of Guest satisfaction and trends, CRM user specialist, · supervision of embarkation and disembarkation process, · member of revenue team, supporting promotions and implementing sales strategies, · conduction of audit and meetings, · public relations activities during events, theme evenings and cocktails party.
Hospitality Senior Supervisor
Costa Crociere - Genoa, ItalyFront Office conciergeNovember 2015 - November 2016 · 1 year and 1 month
Supervisor and trainer of the Hospitality Team (25 staff). · office organization, · training of staff members, · preparation of working schedule, · assistance to guests during the whole cruise, handling of requests and complaints, · supervision of embarkation and disembarkation process.
Guest Services Senior Operator
Costa Crociere S.p.A. - Genoa, ItalyFront Office receptionFebruary 2014 - November 2015 · 1 year and 10 months
Supervisor and trainer of the Front Office Team (20 staff). · office organization, · training of staff members, · preparation of the working schedule, · assistance to guests during the whole cruise, handling of requests and complaints, · supervision of embarkation and disembarkation process.
Guest Services Operator
Costa Crociere - Genoa, ItalyFront Office receptionDecember 2010 - February 2014 · 3 years and 3 months
Receptionist – Assistance to guests during the cruise and handling of requests and complaints. · accounting (billing and currency exchange) and secretarial duties, · phone operator - handling of internal and external phone calls.
I.I.S. Filippo BrunelleschiSeptember 2005 - July 2010
ItalianNative or fluent100%
- Complaints Handling
- Continouos improvement
- Cruise Industry
- Data analysis
- Guest Service
- KPI analysis
- Lotus Notes
- Problem solving
- Team Training
- VIP Guests