Grazia Fumante

Grazia Fumante

Guest Relations Team Leader at Park Plaza Hotels & Resorts (PPHE Group)
Lives in London, United Kingdom

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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

  • guest relations executive

    Hotel Café Royal - London, United Kingdom

    Reception
    April 2022 - Now · 2 years

  • Guest Relations Team Leader

    Park Plaza Hotels & Resorts (PPHE Group) - London, United Kingdom

    Guest Relations
    May 2021 - Now · 2 years and 11 months

  • Receptionist

    Park Plaza London Riverbank - London, United Kingdom

    Reception
    August 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

  • Guest Relations Team Leader

    Park Plaza London Riverbank - AA Large Hotel Group of the Year

    Guest Relations
    January 2019 - December 2020 · 2 years

    My 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

  • Front Desk Associate

    Park Plaza London Riverbank - London, United Kingdom

    Reception
    August 2018 - May 2019 · 10 months

    Responsible 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

  • Assistant English Teacher

    Pietro Giannone High School - Caserta, Italy

    Education
    December 2016 - July 2018 · 1 year and 8 months

  • Assistant English Teacher

    High School - Caserta, Italy

    Education
    December 2017 - June 2018 · 7 months

  • Waitress

    Restaurant and pizzerias - Campania, Italy

    F&B service
    August 2015 - November 2016 · 1 year and 4 months

  • Conference and Events Hostess

    Crown Plaza Caserta - Italy

    Host/Hostess
    January 2014 - February 2016 · 2 years and 2 months

    Assisting 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

  • First Certificate in English; CEFR level B2

    FCE Cambridge Assessment

  • 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

  • Italian

    Native or fluent

  • English

    Full professional

  • Spanish

    Professional working

  • French

    Limited working

Personal information

Work Permits

  • 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
Connections
Martina Bolognino
Sales and Marketing Executive chez Belmond La Samanna
Spencer Little
Assistant Head Concierge chez The Grand Brighton
Fabio Pacheco Tavares
EVENTS PROMOTER & PR chez NU Tempo Dance Company
View 15 connections
Following
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View more
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