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Passionate about hospitality, I am a dynamic and challenge driven professional who has a relentless drive to deliver more than just results and always willing to assume additional responsibilities.
I have a track record of effectively leading and managing different departments, and of making guests feels cared for, valued, and respected, and always do everything I can to deliver results that will contribute to the overall mission and success of the hotel.
As true hands on leader, I always jump in and assist wherever is needed, and enjoy training my co-workers in customer service techniques and actively seeks out opportunities to elevate my colleagues' performance.
I developed an analytical and expedient approach to problem solving which always results in a win/win resolution for all parties.
Naturally curious, I am constantly looking to keep up-to-date in the new products and services that will meet the needs of tomorrow's savvy global travelers.
9 years and 7 months
Off Paris Seine - Paris, FranceAdministration & GeneralFebruary 2017 - June 2017 · 5 months
OFF Paris Seine**** (58 rooms & suites, 1 bar-restaurant, 1 Swimming pool) • Develop the restoration concept • Define the product experience and the customer experience. • Develop and implement operational procedures • Follow-up of technical problems • Monitor key performance indicators • Develop an action plan of priorities to put in place in the short and medium term Moored at the foot of the Austerlitz station, OFF is the first hotel and bar on water in Paris. A choice destination for an unusual experience, OFF offers 54 rooms, 4 suites, a bar with cocktails and tapas, an interior path designed by Gérard Ronzatti, a plunge pool and a marina. Located between the Left and Right banks, the viewpoints offered by the OFF are simply unique: the play of light and the reflections of water change throughout the day.
Assistant Executive Housekeeper
Hyatt Regency Paris Etoile - Paris, FranceHousekeepingMarch 2016 - February 2017 · 1 year
Hyatt Regency Paris Etoile**** (950 rooms & suites, 1 restaurant, 2 bars, 1 Fitness, 35 meeting rooms up to 4’000 guests) In addition to the usual functions of an Executive Housekeeping Manager, with a team of 15 governors and 120 chambermaids to supervise, the hotel having started a complete renovation over 2 years, an important part of the function was to follow several projects concerning the housekeeping department: implementation of new procedures and a new training plan, purchase of new equipment and uniforms, optimization of spaces, etc. *** Hyatt Regency Paris Étoile, formerly the renowned Hotel Concorde La Fayette, stands as one of the best 4 star hotel in Paris. Aside from its great location in this cosmopolitan city, our 34-storey hotel offers truly unique views over Paris, especially of the Eiffel Tower, from its 950 elegant rooms and suites. Hyatt Regency Paris Étoile also offers 35 modular meeting rooms totalling 2,900 sq m (31,215 sq ft) and is equipped to cater to up to 3,500 delegates for any kind of business conference or event.
Hyatt Paris Madeleine - Paris, FranceRooms divisionOctober 2015 - February 2016 · 5 months
Hyatt Paris Madeleine***** (82 rooms & suites, 1 restaurant, 1 bar, 4 meeting rooms) The main role of this position is to oversee all operations in the absence of the department heads (reception, housekeeping, f&b) in order to ensure the overall smooth running of the hotel at all times and an exceptional customer experience throughout their stay, and represent the general manager during the evening and weekend. *** Hyatt Paris Madeleine is one of the finest 5 star boutique hotels Paris has to offer. Ideally situated in the area of La Madeleine, our boutique hotel is close to the historical centre and in the midst of the most fashionable shopping district in Paris. As one of the premier 5 star hotels in Paris, this luxury hotel is a typically Haussmannian style building featuring 86 beautiful Paris hotel rooms and suites with views over the Eiffel Tower, the Arc de Triomphe and Saint-Augustin's Church. All rooms come along with refined decoration, outstanding amenities and highly-developed technology. The Hyatt Paris Madeleine boutique hotel also offers sophisticated dining and lounge options at La Chinoiserie and Le Café M. Renovated in 2007 by the French interior designer Pascal Desprez, the hotel outlets are the perfect places to relax and enjoy a seasonnal Cocktail during Happy Hour. This luxury boutique hotel also provides a fully-equipped business centre including high-speed internet access, secretarial services and multimedia technology. Other amenities include complimentary access to the Fitness Centre and the Spa Deep Nature.
Executive Assistant Manager
ACCOR - Issy-les-Moulineaux, FranceAdministration & GeneralJune 2012 - September 2015 · 3 years and 4 months
Ibis Milano Centro*** (439 rooms, 1 bar, 1 restaurant, 8 meeting rooms) • Manage day-to-day hotel operations in close collaboration with all head of departments to maximize profitability and to ensure superior guest service and product quality. • Assist the General Manager in maximizing hotel revenue through effective inventory management and pricing, in alignment with company’s pricing guidelines. • Manage various projects to implement in Ibis hotels: Ibis Kitchen concept, Ibis Jukebox system, new Onity Locks system, New PMS, etc. • Develop new packages with local attractions to enrich the customer experience. • Ensure that all operations departments are maximizing revenue and profit potentials while minimizing costs. • Supervise maintenance and renovation works • Ensure the correct implementation of all brand standards of product and service • Communicate and explain all objectives and results to employees. • Perform daily inspections in the rooms to ensure IBIS standards are followed • Respond quickly, professionally and helpfully to all employee and guest issues. • Participate in the recruitment and selection process of new employees. • Carry out regular assessments and annual appraisal of the team. • Maintain a positive cooperative work environment between staff and management • Ensure all hotel staff follows the highest sanitation, security, and quality standards. • Promote company’s loyalty program and motivate the teams to reach the objectives •Manage the hotel's online reputation across all distribution channels using the tools available (Medallia, TrustYou Analytics, etc.), analyze customer concerns and take the necessary corrective actions. ACHIEVEMENTS: •Best full audit result among all 2’616 Accorhotels of the EMEA region •Winner of the Ibis Golden Trees 2014, rewarding best product over 1800 Ibis hotels worldwide •Best hotel among all 3’717 Accorhotels wordwide in terms of number of Fidelity card subscription
Executive Assistant to the Director of Operations (on board)
Costa Crociere - Genoa, ItalyRooms divisionFebruary 2009 - October 2011 · 2 years and 9 months
Costa Cruises**** 1’500 rooms, 174 suites, 13 bars, 5 restaurants, 1 Spa (6'000 m2), Casino • Assist the Director of Operations in managing the daily operations (Housekeeping, Restaurants, Kitchen, Bars) • Planning, organization, coordination and supervision of all catering services & special events • Contributes to F&B profitability through maximizing revenues and effective cost control • Ensure all hotel staff follows the highest sanitation, safety, and quality standards & perform sanitation inspections • Control food receivables to ensure the products meet quality standards • Recognize and correct any potential safety hazards and security issues, for all facilities and equipment • Perform daily inspections in all Guests' and Crew areas • Maintain superior guest service as the driving philosophy of the ship • Ensure good working relations amongst a multi ethnical team to facilitate a team-oriented atmosphere •Listen and respond appropriately to the concerns of all guests and employees ACHIEVEMENTS: •Monitor the construction works at the shipyard of the flagship Costa Luminosa and its inauguration •Follow the shooting of the movie "Bienvenue à bord" aboard the Costa Atlantica during 3 months as an operational intermediary between the production team and the Costa crew. •100% successful U.S. Public Health HACCP inspection onboard in 2010
Guest Relation Manager (onboard)
Costa Crociere - Genoa, ItalyRooms divisionJuly 2008 - January 2009 · 7 months
Costa Cruises**** 1’500 rooms, 174 suites, 13 bars, 5 restaurants, 1 Spa (6'000 m2), Casino • Ensure, in contact with each head of department, the smooth running and success of all events • Ensure full satisfaction of all groups, VIPs, and loyalty program members throughout their stay, supporting all their requests and needs. • Organize promotional tours for travel agents • Promote the loyalty program and answer positively to any information, request or complaint about it
Sofitel St James - London, United KingdomSales & MarketingJuly 2005 - January 2006 · 7 months
Sofitel St James***** 185 rooms, 16 suites, 1 restaurant, 1 bar, 1 Spa, 11 meeting rooms up to 300 guests • Organize and prepare company's participation to "ILTM 2005" exhibition. • Maintaining and developing relationships with existing customers • Keep updated customer's database • Gathering market and customer information, negotiating the terms of an agreement • Helping produce proposals for events, planning the layout of the rooms, organizing facilities and amenities
Hotel Ritz Madrid - Madrid, SpainF&B serviceJuly 2003 - January 2004 · 7 months
Hotel Ritz Madrid***** 137 rooms, 30 suites, 1 restaurant, 2 bars, 1 Spa, 5 meeting rooms up to 600 guests
International Hospitality Management
ESSEC Business School, Hospitality Management programs: MSc in hospitality management or GMBA track Hospitality management (IMHI - AAIMHI) - Paris, FranceJune 2013 - June 2014
Chaque année, 20 personnes parmi les 180'000 collaborateurs du groupe Accor à travers le monde sont rigoureusement sélectionnées pour participer au MBA in International Hospitality Management enseigné conjointement par l'ESSEC Business School et la Cornell University's School of Hotel Administration. L'International Hospitality Management Program (IHMP) est un programme intensif de 1 an de formation et d’enseignement de management hôtelier développé dans le but de créer un vivier de managers internationaux prêts à prendre rapidement de nouvelles responsabilités opérationnelles. Les enseignements, dispensés en anglais, s’articulent autour de 6 grands domaines : Business stratégie et création de valeur, Management des Ressources humaines, Finance, Revenue Management, Marketing, Ventes et distribution, Communication.
Bachelor of Science in International Hospitality Management
École hôtelière de Lausanne - Lausanne, SwitzerlandJanuary 2003 - December 2007
Diplomas: -Bachelor of Science in International Hospitality Management -Economiste d'entreprise HES en hôtellerie et professions de l'accueil
Native or fluent
Native or fluent
Native or fluent
- Ability to multitask
- Able to deal with stress
- Analyse financière
- Creative problem solving
- Customer and guest care.
- Customer loyalty
- Fluent English
- Fluent italian
- Fluent spanish
- Handle complain guest
- Hotel Opera PMS System
- Human Ressources
- Microsoft pack office
- Native french
- People leadership
- Quality audit
- Rex Hotel software
- Strong interpersonal skil
- Well organised