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I am a confident and motivated professional who has a strong focus on delivering an excellent guest experience (personal score of 96,5%, Forbes’ Mistery Guest, October 2016). My natural attention on detail combined with my ability to provide clear and consistent direction help me to empower my team to achieve success. Trained to operate with the top international standards (Intercontinental Hotels Group, Melia Hotels International, The Leading Hotels of the World, American Express Fine Hotel and Resorts, Preferred Hotels & Resorts). My experience covers all the aspects of a modern 4/5 stars Front/Back Office: reservations, check in/out, accounting, upselling, concierge, guest relation, complain management. Competent in Micros Opera PMS and SysHotel Genius. I often act as Duty Manager and assist management in training, motivating, and coaching front office staff. Responsible for fire safety in absence of General Manager.
Front Office Manager
Bristol Palace Genoa, Duetorri Hotels - Genoa, ItalyFront Office receptionApril 2018 - November 2018 · 8 months
Train and motivate the front office team; manage complain; conduct site inspections; oversee all front office accounting, financial procedures and business transactions; achieve targets that have been set for the department concerning upselling rooms and outlets; promote loyalty programs (Due Torri Hotels and Preferred Hotels & Resorts); assist meeting staff during events; review shift logs; report accidents, injuries, and unsafe work conditions to GM; act as responsible for fire safety in absence of General Manager; act as Duty Manager in absence of the GM and Deputy GM.
Senior Receptionist/Concierge/Night Manager
Gran Melia Villa Agrippina - Rome, ItalyFront Office receptionMay 2015 - April 2018 · 2 years and 12 months
Senior Receptionist/Concierge: update reservations; input cancellations and amendments and make sure all booking are accurate; check in/out; oversee all front office accounting, financial procedures and business transactions; switchboard operator, concierge, achieve targets that have been set for the department concerning upselling rooms and outlets; promote loyalty programs (Melia Hotels International and The Leading Hotels of the World); assist meeting staff during events; conduct site inspections; assist management in training, motivating, and coaching front office staff; manage complain and provide unparalleled service to guest throughout the stay; review shift logs; report accidents, injuries, and unsafe work conditions to manager; act as responsible for fire safety in absence of General Manager and Front Office Manager; act as Duty Manager in absence of the Front Office Manager. Night Manager: supervise night staff (bellboys, f&b, housekeeping), compile end of day reports, night audit. All activities carried following Melia Hotels International, The Leading Hotels of the World and American Express Fine Hotel and Resorts standards.
Crowne Plaza - Rome, ItalyFront Office receptionJanuary 2014 - December 2014 · 12 months
Crowne Plaza - Rome, ItalyFront Office receptionAugust 2013 - November 2013 · 4 months
Front Office Trainee
Crowne Plaza - Rome, ItalyFront Office receptionJanuary 2013 - July 2013 · 7 months
Master in International Hotel & Tourism Management
IHMA - International hospitality management academy - Rome, ItalyOctober 2012 - December 2012
Room-Division Management: front & back office day to day operations, upselling techniques, handling complaints. Food & Beverages Management: calculating food-cost, purchasing management, marketing, create a revenue-oriented menu, monthly report analysis. Marketing & Sales Management: potential market evaluation, brand management, marketing-mix, spa management, pricing techniques, implement revenue strategies and dynamic application on internet, Web Marketing e SEO. Congress-Center Management: commercial and operational meeting management, optimization of meeting areas. Financial & Revenue-Management: calculate and analyze the performance indexes, analyse market, create a budget and a strategic plan; trend-watching techniques. Staff Management: How train and motivate staff.
EnglishNative or fluent100%
ItalianNative or fluent100%
- Cashiering skills
- Complaint Handling
- Front office reception
- Guest experience
- Guest relation
- Guest satisfaction
- Hotel Reservation
- Microsoft Office Suite-
- Micros Opera PMS
- Stress resistant
- Team coach
- Team Leadership
- Team work