Paola Montanaro

Paola Montanaro

Front Office Manager at NeapolitanTrips
Lives in Naples, Italy
over 6 months ago

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My name is Paola Montanaro and I am Italian. I am a reliable, tidy and well-motivated person with extensive work experience in tourism and hotel environments, giving me varied skills and the ability to work with many different types of people. I believe I could fit easily into your team.

I graduated in European Modern Languages, Cultures and Literature (Spanish, English and French) at the University of Naples Federico II. I have gained experience abroad thanks to the participation in study projects such as PON (London) and ERASMUS (Universidad de Jaén in Spain) and working at the Ashburn Hotel in London as Hotel Receptionist.

After an initial professional experience as a theater dancer, I begin my tour in the tourist-hotel industry accompanied by occasional performance as a hostess / interpreter / translator for congresses and individuals.

Since 2008 I started my career in the tourism sector as a volunteer tour guide in Spanish at the Private Underground Naples Sotterranea. In 2009, I have completed an internship at reception services at Hotel Royal Continental in Naples where I have been am re-confirmed with a two-year contract. At the end of the Eramus, I went to London and found employment at the Ashburn Hotel. Back in Naples in 2014, I began my collaboration with Hotel Piazza Bellini, a company that builds its philosophy on detail care and attention to the customer thus gaining the second position on Tripadvisor among all hotel facilities in Naples.

In 2016, after attending an apprenticeship as an Italian L2 teacher, I obtained CEDILS certification in Italian didactics to foreigners.


Thanks to all such experiences, I had the opportunity to acquire a good predisposition to teamwork and to handle stressful situations. I have significant communication and management skills related to Customer Service, Problem Solving and complaint management. At the same time, I have good logistical and administrative skills.

I consider myself a very determined person, quick in learning and with great sense of responsibility.

Experience

  • Front Office Manager

    NeapolitanTrips - Naples, Italy

    Front Office reception
    May 2018 - Now · 8 months

    ▪ Reception, Breakfast & Housekeeping Supervisor ▪ Managing and training the Front Office Staff ▪ Arranging staff scheduling ▪ Dealing with guests and ensuring the front desk provides a professional and friendly service for guests ▪ Acting as liaison between General manager and staff ▪ Managing group reservations and events ▪ Managing the most popular OTA and Wholesalers ▪ Optimising the sale of the rooms: minimum stay, updating rates, forecast periods of greater sales ▪ Operating system: Otelia

  • Front & Back office Agent

    Hotel Piazza Bellini - Naples, Italy

    Front Office reception
    June 2014 - May 2018 · 3 years and 12 months

    ▪ Front Office & Conciergerie: meeting and greeting visitors ensuring they are signed in and inducted; dealing with any enquiries at reception; problem solving; check-out.; provide for tourist assistance such as tour booking; cultural and restaurant advise; dealing with car park requests and hospitality requirements. ▪ Back Office: answering all incoming calls or emails and re-routing them to relevant parties; reservation department (bookings, cancellations, modifications, management of extranet reservation systems such as Simplebooking.com, Booking.com, Expedia.com, GTA etc); general administration duties as photocopying, filing etc;data entry onto internal systems; reporting any problems to the office manager; ensuring that the reception area is tidy and clutter free. ▪ Operating system: Winalb, Channel Manager

  • Hotel Receptionist

    Hotel Royal Continental**** - Naples, Italy

    Front Office reception
    December 2009 - December 2011 · 2 years and 1 month

    ▪ Front Office & Conciergerie: meeting and greeting visitors ensuring they are signed in and inducted; dealing with any enquiries at reception; problem solving; check-out.; provide for tourist assistance such as tour booking; cultural and restaurant advise; dealing with car park requests and hospitality requirements. ▪ Back Office: answering all incoming calls or emails and re-routing them to relevant parties; reservation department (bookings, cancellations, modifications, management of extranet reservation systems such as Booking.com, Expedia.com, GTA etc); general administration duties as photocopying, filing etc;data entry onto internal systems; reporting any problems to the office manager; ensuring that the reception area is tidy and clutter free. ▪ Operating system: Protel, Box Save

  • Tour Guide volunteering

    Napoli Sotterranea - Naples, Italy

    Tourism
    September 2008 - September 2009 · 1 year and 1 month

    ▪ Tour guide through greek-roman underground aqueduct in Italian, English and Spanish ▪ Individual and group tours (50/60 people per group)

Education

  • Italian Professor

    DITALS - Italy

    November 2016 - January 2017

    Italian professor for foreigners

  • Hotel receptionist

    Promuovitalia - Naples, Italy

    December 2009 - April 2010

    Hotel receptionist internship

  • Foreign Languages

    University of Naples - Italy

    September 2008 - February 2014

    Foreign Languages degree (Spanish, English and French)

Languages

  • Italian
    Native or fluent
    100%
  • Spanish
    Full professional
    80%
  • English
    Full professional
    80%
  • French
    Professional working
    60%
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