Mitzy Neri Aldana

Mitzy Neri Aldana

Guest Experience at Hotel Ashley
Lives in Milan, Italy
over 6 months ago

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Experienced working under pressure, with the responsibility of studying by myself every day and improving the capacity of building and managing relationships and interface with all levels of management, including company directors.
High knowledge of the management 360º of a big hotel chain, analysis and management of the taxes, finance and legal aspects and about the implementation of operational policies of each area of the hotels.
Skilled in guest relations with solid experience in managing services dedicated to VIP guests, standards quality control, monitoring the level of satisfaction and establishment of improvement actions. Planning, organizing and directing team members to ensure the highest degree of guest satisfaction in luxury hotels such as Forte Village, Melia Milano and Armani Hotel Milano.
My scope is to become an ambitious leader, worried about the economy and social responsibility, a Director of a luxury hotel with adequate communicative skills in the different languages I speak, with the intention of solving social and cultural problems that can be found in the luxury hotel industry, giving the best financial results to the shareholders.

Experience

  • Guest Experience

    Hotel Ashley - Lamezia Terme, Italy

    Front Office concierge
    June 2016 - March 2017

    In charge of delivering excellent customer service throughout the customer experience. Standard quality control (Rooms and Services). Worked closely in coaching housekeeping and front office staff in additional responsibilities to optimize the guest service consistent with the property\'s established standards. Managed the delivery and measurement of guest service consistent with the property\'s established standards. Revitalized the loyalty of the guests through the review portals, improved the online score in social networks and increased the 15% of loyal customers. Coordination of events. Ensured that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy. Ensuring customer is promptly greeted during the event phase, hands-off to the hotel team for the execution of details, and executes the event appropriately. Conciergerie. Creation of networking in Calabria region developing agreements between Hotel Ashley and all kind of leisure service

  • Housekeeping Supervisor

    Armani Hotel Milano - Milan, Italy

    Housekeeping
    October 2015 - May 2016

    Supervision of the daily activities of the Housekeeping department about appropriate cleaning of all offices, concourses, seating areas, washrooms, restaurants, concession stands, suites, and all public spaces. Planning, organizing and directing team members to ensure the highest degree of guest satisfaction. Daily supervision of the housekeeping staff, including the day, event and post-event crews. Ensure sufficiency of supplies in every floor office, monitoring of inventory and purchase requests. Inspection of the cleanliness quality in rooms and public areas, with respect of Armani standards. Training of shift employees, as necessary, to ensure departmental standards are met. Uphold the highest standards of cleanliness, safety, and conduct. Monitoring all room attendants are trained in equipment and cleaning supplies and ensuring they are used in accordance with regulations to ensure employee safety. Coordination requests of guests. Ensuring all guests receive prompt and committed assistance at all times a

  • Guest Experience

    Meliá Hotels International - Milan, Italy

    Public Relations
    May 2015 - October 2015

    Guest Relations and Conciergerie. Attention to client requests regarding structure information, services and opening hours and local areas of interest and activities. Always exceeding guest expectations that yield results and positive guest feedback. Service dedicated to VIP guests. Coordination with reception of VIP treatment guaranteeing all dedicated VIP benefits. Standards quality control (Rooms and Services). Inspecting daily cleaning assignments, providing feedback to ensure cleanliness and service and product quality standards are met in a timely and efficient manner. Implementation and monitoring of the trademark policies. Reception (check in / check out) when needed. Communication with customers all along their experience at the hotel to obtain feedback on product quality and service levels. Managing online reviews, promoting appreciation of the stay experience by the customer in the online review social networks, response to published comments by monitoring the positioning of the online facility. Sh

  • Cross Trainee

    Forte Village Resort - Italy, TX, United States

    Front Office reception
    April 2015 - April 2015

    Room division. Food and beverage. Sales and marketing. Guest relations. SPA.

  • Tax Coordinator

    Grupo Posadas - Mexico City, Mexico

    Finance/Accounting
    July 2010 - August 2015

    Management of finances and to ensure compliance of all tax deadlines of more than 30 companies in the hotel sector. Strategic fiscal budget planning. Preparation of internal memorandum, written correspondence/guidance, private letter rulings and other documents for submission to the Treasury Department. Review of audited financial statements, monthly payments and tax returns. Calculation and request of favorable balance of VAT, Income Tax and Asset Tax refunds to the authorities. Preparation of notices of federal tax offset. Determination the gain on the transfer of shares. Coordination of electronic billing Project.

  • Corporate Tax Consultant

    Deloitte - Mexico City, Mexico

    Finance/Accounting
    September 2008 - April 2010

    Global Services Tax (Transfer Pricing, International Tax Services, Indirect Tax & Custom Duties). Preparation and review of tax statements and periodic and annual tax statement for legal and natural persons. Calculation and submission of VAT refunds. To develop solutions to foreign residents with income from a source of wealth located in Mexican territory. To research complex issues and develop financial and tax solutions for clients.

Education

  • MBA: MASTER IN FIVE STARS HOTEL MANAGMENT

    LUISS BUSINESS SCHOOL / FORTE VILLAGE RESORT - Italy, TX, United States

    November 2015 - December 2016

  • Master Short-term profit Manager Diploma

    Cornell University - School of Hotel Administration - Ithaca, NY, United States

    January 2015 - January 2015

    STARS CRASE BUSINESS SIMULATION - Alex Susskind CHESS-1 THE REAL-TIME ROOMS MANAGEMENT SIMULATION - Gabriele Piccoli

  • BBA: BUSINESS ADMINISTRATION AND ACCOUNTING

    INSTITUTO POLITÉCNICO NACIONAL - Mexico City, Mexico

    June 2003 - September 2008

Languages

  • English
    Native or fluent
    100%
  • Spanish
    Native or fluent
    100%
  • Italian
    Native or fluent
    100%
  • German
    Notions
    20%
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