Ilaria Sganzerla

Ilaria Sganzerla

Guest Experience & Quality Manager at SUNRISE Resorts & Cruises
Lives in Sharm El-Sheikh, Egypt
over 6 months ago

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Highly motivated and proactive, with a great sense of initiative.
Open-minded, communicative, charismatic, reliable, responsible, able to work under pressure
Challenged by solving real problems, relying on my skills, knowledge and creativity
Team player comfortable in a dynamic group environment
Always enjoy to learn new things about foreign cultures

Experience

  • Guest Experience & Quality Manager

    SUNRISE Resorts & Cruises - Sharm El-Sheikh, Egypt

    Front Office reception
    October 2017 - Now · 1 year and 4 months

    • Supporting GSC Officer in the daily operation. • Inspection of the restaurants as per Quality Audit& Inspection of the restaurants of sister’s hotel in according to SUNRISE Policy. • Inspection of the rooms as per Quality Audit & Inspection of the rooms of sister’s hotel in according to SUNRISE Policy. • Handling Legal Cases, Official complain and Deduction. • HACCP (E-Cristal) • Handling and analysis of TrustYou System, the world’s largest guest feedback platform. • Monthly Quality Reports and monthly Action Plan in according with the SUNRISE Quality System. • Brochure and Info Sheet correction in according with Marketing department and Tour Operator. • Daily and weekly job training topic to the GSC staff • In charge for Social Media (Facebook, Instagram & Twitter) in order to handling the company representation on the social networking media.

  • Guest Service Center Supervisor

    SUNRISE Resorts & Cruises - Sharm El-Sheikh, Egypt

    Front Office reception
    September 2015 - September 2017 · 2 years and 1 month

    • To receive and assist with any guest requests and concerns, to both respond as well as solve any guests problems or complaints while cooperating and coordinating with all concerned departments; in addition to ensuring that all the matters of the customer are promptly attended to and monitor the follow up of issues. • To provide general information and directions, explain and promote all the facilities and services offered by the hotel. • To carry out guest contact, respond advice and assist with guests' needs, concerns and requests. • Writing Guest Relations Daily reports, daily room inspection and forward reports and guests' comments to responsible departments for information and resolution. • To perform guest room inspections. • Reviewing the arrival list daily in case of VIPs, VIP report. • To handle VIP amenities (Repeaters) and Special Requests (Birthdays, Anniversaries and Honeymoon). • To oversee service standards throughout the hotel and identify opportunities to upgrade and improve customer service and provide support, cooperate and coordinate with the other hotel departments to provide an efficient service. • To offer particular communication in response to guests and clients e-mails, comments and feedback on internet sites (TripAdvisor, Holidaycheck, Zoover, Expedia, Booking.com, TurPravda, TopHotels, Google) and tracking the follow up of issues. • To meet tour-operators groups, Fam-trips and conduct orientation.

  • Guest Service Center Agent

    SUNRISE Resorts & Cruises - Sharm El-Sheikh, Egypt

    Front Office reception
    August 2013 - August 2015 · 2 years and 1 month

    • To receive and assist with any guest requests and concerns, to both respond as well as solve any guests problems or complaints while cooperating and coordinating with all concerned departments; in addition to ensuring that all the matters of the customer are promptly attended to and monitor the follow up of issues. • To provide general information and directions, explain and promote all the facilities and services offered by the hotel. • To carry out guest contact, respond advice and assist with guests' needs, concerns and requests. • Writing Guest Relations Daily reports, daily room inspection and forward reports and guests' comments to responsible departments for information and resolution. • To perform guest room inspections. • Reviewing the arrival list daily in case of VIPs, VIP report. • To handle VIP amenities (Repeaters) and Special Requests (Birthdays, Anniversaries and Honeymoon). • To oversee service standards throughout the hotel and identify opportunities to upgrade and improve customer service and provide support, cooperate and coordinate with the other hotel departments to provide an efficient service. • To offer particular communication in response to guests and clients e-mails, comments and feedback on internet sites (TripAdvisor, Holidaycheck, Zoover, Expedia, Booking.com, TurPravda, TopHotels, Google) and tracking the follow up of issues. • To meet tour-operators groups, Fam-trips and conduct orientation.

  • Coordinator and director of events dedicated to culture, tourism and new technologies

    Associazione Trait d’union – Cultura, Arte e Tecnologia - Milan, Italy

    Communication
    September 2009 - August 2012 · 2 years and 12 months

    • Organization and coordination of cultural tourism festival “TuristArth - Tourism, Art and New Technologies” • Support the organization of the event • Preparation of brochures and documentation • Press agent

  • Editor of multimedia services for cultural heritage and tourism

    Alphabeti s.r.l. - Milan, Italy

    Communication
    September 2009 - August 2012 · 2 years and 12 months

    • Editorial coordination on projects of multimedia services for tourism • Collaboration in development of projects of European calls (new technologies applied to cultural tourism) • Definition of the company’s Social Media Strategy (Facebook, Twitter, Instagram, Flickr) • Development of Brand Awareness • Editing of articles and contents for the blog “Extamoenia Art” • Promotion of commercial events

Education

  • Master in Economy of Tourism

    Bocconi University - Master in Tourism Economics and Management - Milan, Italy

    September 2012 - June 2013

  • Master in Management of Cultural Heritage

    Università Cattolica del Sacro Cuore - Hospitality and Tourism Management - Milan, Italy

    September 2008 - June 2009

  • Postgraduate degree in Italian Language and Literature

    University of Milan - Hospitality and Tourism Management - Milan, Italy

    September 2001 - December 2006

Languages

  • Italian
    Native or fluent
    100%
  • English
    Full professional
    80%
  • Arabic
    Notions
    20%
  • Russian
    Notions
    20%

Skills

  • Diving (open water diving license with PADI)
  • Fidelio Hotel Management Software
  • international driving licence

Other

  • Lobster Ink Hospitality Training Course for the Hospitality Industry

    June - September 2017: Lobster Ink Hospitality Training Course for the Hospitality Industry.

    Professional Courses: Front Office Professional, Housekeeping Professional, Bar Professional, Luxury Hospitality Standards – Benchmarks, Front of House, F&B and Housekeeping, Leadership Foundations
    Basic Courses: Health & Safety Introduction, H&S F&B, Housekeeping and Front Office, Hospitality Housekeeping standard, Restaurant Upselling, Bar Upselling, Bar Cost Saving, Food Allergens, Lucrative Front Desk, Kitchen Saving Cost, Restaurant Cost Saving

Connections
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