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"Reservation agent with 7 years’ experience in 5 star luxury hotels, focused on customer service with great negotiation skills.
Responsible for responding to all guests’ requests, via mail, answering the phone and able to deal with different kind of issues about reservations and rates.
Holding excellent communication skills, able to communicate with all kind of clients over the phone, via mail and face-to-face."
Marriott international-St.Regis and Westin Excelsior - Florence, ItalyReservationsJune 2011 - Now · 7 years and 8 months
Reservation Agent for Florence Complex- The St. Regis and The Westin Excelsior Florence -Marriott International Main duties: ▪Dealing with emails, faxes, phone calls, checking guests’ status and responding to all guests’ requests on daily basis ▪Creation of guest profiles and uploading of new reservations in Opera System ▪Negotiation direct with guests and travel agencies, creation of targeted proposals, verification of commissions and payments. ▪Dealing with FIT rates, OTA, Signature/Virtuoso/Luxury Privilege, American Express travel agencies on daily basis. ▪Daily review of all incoming reservations through OPERA IPS report with attention to rate plans and verification of payment methods. ▪Achievement of high scores in Test Calls Programs (98-100%) From June 2011 until September 2011, I have also covered the role of Personal Assistant to General Manager. I supported GM on his daily tasks, organizing meetings with Management, dealing with incoming emails on his behalf and guests' complaints. From January 2017 until the end of February 2017, I made a cross training at the Westin Excelsior Florence in the Front office' Department.
Starwood Hotels and Resorts Worldwide - Milan, ItalySales & MarketingJanuary 2011 - May 2011 · 5 months
Main duties: ▪Managing groups and events enquiries from MICE ▪Interaction with clients selecting the most suitable and available hotels, proposal, follow up and constant support during contractual phase. ▪Generation of new business opportunities ▪Creation and constant control of activities in ISAC ▪Organisation and participation to Starwood Showcase in Milan to promote Starwood Luxury hotels to travel agencies
starwood hotels & resort - Florence, ItalyReservationsJuly 2010 - October 2010 · 4 months
Reservation Agent for Florence Complex- The St. Regis and The Westin Excelsior Florence -Marriott International
Laura Magistrale in Progettazione e gestione dei sistemi turistici - Equivalent to Master's degree
Università degli studi di Firenze - Florence, ItalyJanuary 2008 - April 2010
Bachelor's degree in Science of Tourism
Università degli studi di Firenze - Florence, ItalySeptember 2004 - January 2008
Secondary School Certificate in Tourism
Istituto Tecnico per il Turismo “ Marco Polo” - Florence, ItalySeptember 1999 - June 2004
ItalianNative or fluent100%
- Exellent communication
- Good in microsoft
- Good team player
- Highly organized
- - Strong attention to detail
- - Strong planning skills
- strong problem-solving skills
- Use opera