Mattia De Santi

Mattia De Santi

Front Office Receptionist at The Connaught
Lives in London, United Kingdom
over 6 months ago

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Accomplished and top-performing professional with experience in all aspects of food and beverage management, hotel operations, customer services, and staff management.

Experience

  • Front Office Receptionist

    The Connaught - London, United Kingdom

    Other
    November 2018 - Now · 4 months

    Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' personal checks and traveller’s checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications. Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guest's service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

  • Front Desk Agent

    J.K. Place Capri - Capri, Italy

    Front Office concierge
    April 2018 - November 2018 · 8 months

       Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests' satisfaction. Arrange transportation for guests/visitors. Count and secure bank at beginning and end of shift. Cash guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Security of any reports of theft.        Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors

  • Bar Manager

    Osteria Di Russo & Russo - New South Wales, Australia

    F&B other
    December 2015 - March 2017 · 1 year and 4 months

    Expand business through maintaining proper coordination between three to six staff members, monitoring of cash flow and invoices within bar area, and stock optimisation. Develop and implement efficient policies and procedures to keep high standard of business. Answer inbound and outbound calls actively on phone till complete satisfaction of customers. Selected Contributions: Streamline over all bar procedures, including wine selection for degustation menu, cocktail designing, and cocktail and coffee making. Improve work efficiency of staff members through proper training and coaching regarding customer services and products serving to each customer. Increase beverage income up to 15% in first year and create more than 50 cocktails from scratch.

  • Front Desk Agent

    Meliá Hotels International - Capri, Italy

    Front Office reception
    April 2015 - October 2015 · 7 months

    Recoded accurate information regarding hotel in sihot software to manage all operations, including updating revenue record, payment transactions, cash control, and invoicing. Contributed in successful bookings, including restaurant and flights booking, as well as tour and spa treatments booking. Timely responded to queries raised by customers and resolved all issues through compliance with standard rules and regulations. Selected Contributions: Enhanced performance of staff members through overseeing overall areas, including restaurant, bar, spa, swimming pool, and minibar. Increased hotel revenue by offering exceptional services in upgrading and upselling of rooms, moreover provided complete information regarding art-pieces in hotel. Comprehensively administered all working bodies, including managing email between hotel and tour operators, tranfer and news agencies, customers porters, housekeeping, maintenance staff, room service, and sustained coordination between bar and restaurant crew.

Education

  • Certificate III in Hospitality

    Australian Pacific College - Sydney, Australia

    December 2013 - December 2014

  • Language High School Diploma

    Istituto Tommaso Campanella Napoli - Naples, Italy

    September 2004 - July 2009

Languages

  • English
    Native or fluent
    100%
  • Italian
    Native or fluent
    100%
  • Spanish
    Professional working
    60%
  • French
    Limited working
    40%
  • German
    Notions
    20%

Skills

  • Bar Managment
  • Coaching & floor training
  • Cocktails
  • Computing
  • Energetic and smiling
  • English Fluent
  • Knowledge about wines
  • Ordering Stock
  • Organisational skills
  • Reservations
  • Spirit knowledge
Connections
Calvin Susanto
F&B Service Intern at Golf-Hôtel René Capt
Krisantus Sutrisno
Intern at Four Seasons Hotel
GIANCARLO PASTORE
FORMATORE SCRITTORE GIORNALISTA at CIPAS TM STRESA
View 6 connections
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