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About me
I'm an ambitious, positive and well presented person with experienced customer service skills. Able to receive guests in a warmly and cheerful way and to provide an high quality service.
I'm smart, friendly and communicative able to work in a team for my self motivation, proactive and hardworking attitude.
Experience
10 years and 3 months
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guest relations executive
Hotel Café Royal - London, United Kingdom
ReceptionApril 2022 - Now · 2 years -
Guest Relations Team Leader
Park Plaza Hotels & Resorts (PPHE Group) - London, United Kingdom
Guest RelationsMay 2021 - Now · 2 years and 11 months -
Receptionist
Park Plaza London Riverbank - London, United Kingdom
ReceptionAugust 2019 - June 2021 · 1 year and 11 months•responsible to provide an high quality service •completing procedures of check in check out •dealing with special requests •able to receive guests in a warmly and cheerful way
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Guest Relations Team Leader
Park Plaza London Riverbank - AA Large Hotel Group of the Year
Guest RelationsJanuary 2019 - December 2020 · 2 yearsMy role is to oversee and personalize the Guest experience ensuring every guest leaves with great memories. I am proactive and organize special requests in advance using pre-arrival emails, I create new relationships with VIP clients by meeting them on arrival. I also look at strategic planning and Implement new initiatives to improve customer satisfaction in collaboration with other departments. Key Achievements: *Grew up TripAdvisor from position 411 to 305 by strategic ORM Plan *Implemented Online "Add On" Oaky for guests *Developed "Ultimate family suite" concept working alongside marketing team
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Front Desk Associate
Park Plaza London Riverbank - London, United Kingdom
ReceptionAugust 2018 - May 2019 · 10 monthsResponsible of welcoming and assisting customers with my friendly and warm manner. I also assisted with administrative process of check - in and check out, highly driving sales for room and hotel amenities. Key Achievements: *Ensuring guest satisfaction at all times *Providing professional and outstanding service at hotel's Brand standards *Assisting reservations and finance department with queries * Answering emails and phone calls in a polite and professional manner *Recognized several times by guests with positive reviews on Trip Advisor and other channels
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Assistant English Teacher
Pietro Giannone High School - Caserta, Italy
EducationDecember 2016 - July 2018 · 1 year and 8 months -
Assistant English Teacher
High School - Caserta, Italy
EducationDecember 2017 - June 2018 · 7 months -
Waitress
Restaurant and pizzerias - Campania, Italy
F&B serviceAugust 2015 - November 2016 · 1 year and 4 months -
Conference and Events Hostess
Crown Plaza Caserta - Italy
Host/HostessJanuary 2014 - February 2016 · 2 years and 2 monthsAssisting Operations Manager and Meeting and Events team with the planning and preparation set up of large events with over 500 guests. Greeting and informing event's attendants about the agenda, checking invitations and providing gadgets. Escorting guests to the right seat and ensuring their satisfaction. Key Achievements: *Preparation of conferences and events completing administrative tasks *Greeting professional guests with efficient in a polite manner *Ability to work under pressure in busy environment in a large team
Education
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First Certificate in English; CEFR level B2
FCE Cambridge Assessment
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Master's Degree
University of Naples "Federico II
September 2017 - June 2019 -
Master's degree in languages and literature
University of Naples "Federico II" - Naples, Italy
March 2017 - June 2019 -
Bachelor's degree in Languages and literature
University of Naples "L'Orientale" - Naples, Italy
September 2014 - January 2017 -
Bachelor's Degree
University of Naples "L'Orientale" - Naples, Italy
September 2013 - June 2017 -
Secondary school diploma
A. Manzoni High School - Campania, Italy
September 2007 - June 2012
Languages
4 languages
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Italian
Native or fluent
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English
Full professional
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Spanish
Professional working
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French
Limited working
Personal information
Work Permits
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United Kingdom
Date of birth
August 04th 1993
Skills
12 skills
- Customer sevice
- Good learner
- Good memory
- Good presence
- Guests relations
- Hardworker
- Opera PMS
- Positive minded
- Proactive attitude
- Self motived
- Smart
- Solving problems
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