Ilaria Sganzerla

Ilaria Sganzerla

Front Office Agent chez Sheraton Lake Como Hotel, Como, Italia
Actuellement à Italiani, Italie

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À propos de moi

Highly motivated and proactive, with a great sense of initiative.
Open-minded, communicative, charismatic, reliable, responsible, able to work under pressure
Challenged by solving real problems, relying on my skills, knowledge and creativity
Team player comfortable in a dynamic group environment
Always enjoy to learn new things about foreign cultures

Expérience

14 ans et 7 mois

  • Guest Relation Agent

    Villa La Massa 5*, Firenze - The Leading Hotels of the World - Italiani, Italie

    Réception
    mars 2023 - Maintenant · 1 an et 2 mois

    • Guest Relation: - Organization of the Pre-Arrivals, in coordination with the Reservation department and planning of guests' activities before arrivals. • Front Agent: - Check-in and check-out operations and supervision of operations relating to arrivals and departures. - Anticipation of guests' needs and management of requests or complaints. • Concierge: - Planning of guest’s activities on site. - Organization of personalized services for VIP clients. - Coordination and planning of all promotional activities.

  • Front Office Agent

    Sheraton Lake Como Hotel, Como, Italia - Como, Italie

    Réception
    mai 2022 - Maintenant · 1 an et 11 mois

    Responsabilità: ? Operazioni di check-in e check-out e supervisione delle operazioni relative ad arrivi e partenze. ? Controllo dei metodi di pagamento e verifica dei dati delle carte di credito. ? Anticipazione delle esigenze degli ospiti e gestione di richieste ed eventuali reclami. ? Vendita di prodotti e servizi dell'hotel e gestione dei programmi di fidelizzazione. ? Gestione dei gruppi. ? Organizzazione di servizi personalizzati per clienti VIP e partecipanti a eventi.

  • Front Office Agent

    Sheraton Lake Como Hotel - Como, Italie

    Réception
    mai 2022 - novembre 2022 · 7 mois

    Duties: * Check-in and check-out operations and supervision of operations relating to arrivals and departures. * Anticipation of guests' needs and management of requests or complaints. * Sale of hotel products and services and management of loyalty programs. * Assist customers with the planning of special events such as weddings and business conferences. * Arrange specialized services for VIP guests.

  • Capo Area

    Valtur Italia (Gruppo Nicolaus)

    Autre
    novembre 2021 - mai 2022 · 7 mois

    Capo Area Sharm El Sheik - brand Valtur / Raro Resort / Turchese (Gruppo Nicolaus) Responsabilità: ? Ufficio Operativo voli per 7 strutture presenti sul territorio (2 strutture formula Club e 5 strutture generaliste). ? Controllo e gestione voli arrivi/partenze e controllo e gestione rooming list per le 7 strutture. ? Gestione rapporti con gli uffici dei corrispondenti locali (DMC). ? Gestione degli staff in loco (assistenza/animazione). ? Cooperazione con le Direzioni delle strutture per la gestione degli ospiti e dei complain. ? Contabilità Escursioni e Servizi in Loco.

  • Area Manager

    Valtur Italia (Nicolaus Group) - Reef Oasis Blue Bay Resort & Spa - Charm el-Cheikh, Égypte

    Commercial
    novembre 2021 - mai 2022 · 7 mois

    Sheik, Egypt. Area Manager Sharm El Sheik - brand Valtur / Raro Resort / Turchese (Nicolaus Group) Duties: ? Operations Office for 7 Resorts in Sharm El Sheik area (2 Club and 5 Hotels). ? Management of arrivals/departures flights and management of rooming lists for the 7 structures. ? Management of relations with the offices of local correspondents (DMC). ? On-site personnel management (Tour Leader/Animation). ? Cooperation with Hotels management for guest satisfaction and guest complaints. ? Accounting for Excursions and On-Site Services.

  • Responsabile Assistenza

    Valtur Italia (Gruppo Nicolaus) - Tirreno Resort, Orosei - Sardegna, Italia

    Autre
    mai 2021 - septembre 2021 · 5 mois

    Responsabilità: ? Accoglienza ospiti in aeroporto e trasferimento in struttura. ? Assistenza e risoluzioni di richieste e/o problemi, in cooperazione con la struttura ricettiva. ? Controllo e gestione voli arrivi/partenze e controllo e gestione rooming list. ? Operazioni di check-in e check-out. ? Cooperazione con il Front Desk per gestione delle camere in arrivo. ? Vendita e gestione delle Escursioni. ? Contabilità Escursioni e Servizi in Loco.

  • Head Tour Leader

    Valtur Italia (Nicolaus Group) - Tirreno Resort - Orosei, Italie

    Guide touristique
    mai 2021 - septembre 2021 · 5 mois

    Duties: ? Welcome guest at the airport and transfer to the Hotel. ? Assistance and resolution of guest's requests or complain, in cooperation with the Hotel departments. ? Operational Office: management of arrivals / departures flights and check of rooming lists. ? Check-in and check-out operations. ? Management of the arrival rooms, in cooperation with the Hotel Front Desk. ? Sale and management of Excursions. ? Accounting Excursions and On-site Services.

  • Head Tour Leader

    Valtur Italia (Nicolaus Group) - Sardaigne, Italie

    Guide touristique
    juin 2020 - septembre 2020 · 4 mois

    • Welcome guest at the airport and transfer to the Hotel. • Assistance and resolution of guest’s requests or complain, in cooperation with the Hotel departments. • Operational Office: management of arrivals / departures flights and check of rooming lists. • Check-in and check-out operations. • Management of the arrival rooms, in cooperation with the Hotel Front Desk. • Sale and management of Excursions. • Accounting Excursions and On-site Services.

  • Head Tour Leader

    Valtur Italia (Nicolaus Group) - Charm el-Cheikh, Égypte

    Guide touristique
    mars 2019 - mars 2020 · 1 an et 2 mois

    • Welcome guest at the airport and transfer to the Hotel. • Assistance and resolution of guest’s requests or complain, in cooperation with the Hotel departments. • Operational Office: management of arrivals / departures flights and check of rooming lists. • Check-in and check-out operations. • Management of the arrival rooms, in cooperation with the Hotel Front Desk. • Sale and management of Excursions. • Accounting Excursions and On-site Services.

  • Responsabile Assistenza

    Valtur Italia (Gruppo Nicolaus)

    Autre
    mars 2019 - mars 2020 · 1 an et 2 mois

    Responsabilità: ? Accoglienza ospiti in aeroporto e trasferimento in struttura. ? Assistenza e risoluzioni di richieste e/o problemi, in cooperazione con la struttura ricettiva. ? Controllo e gestione voli arrivi/partenze e controllo e gestione rooming list. ? Operazioni di check-in e check-out. ? Cooperazione con il Front Desk per gestione delle camere in arrivo. ? Vendita e gestione delle Escursioni. ? Contabilità Escursioni e Servizi in Loco.

  • Valtur Tour Operator

    Reef Oasis Blue Bay Resort & Spa - Charm el-Cheikh, Égypte

    Guide touristique
    mars 2019 - mars 2020 · 1 an et 2 mois

    Duties: ? Welcome guest at the airport and transfer to the Hotel. ? Assistance and resolution of guest's requests or complain, in cooperation with the Hotel departments. ? Operational Office: management of arrivals / departures flights and check of rooming lists. ? Check-in and check-out operations. ? Management of the arrival rooms, in cooperation with the Hotel Front Desk. ? Sale and management of Excursion's Offers. ? Accounting of Excursions and on-site services. ? Daily Audit at Valtur Restaurant (Kitchen, Buffet and F&B Department.

  • Guest Experience & Quality Manager

    SUNRISE Resorts & Cruises - Charm el-Cheikh, Égypte

    Relations client
    octobre 2017 - janvier 2019 · 1 an et 4 mois

    • Supporting GSC Officer in the daily operation. • Inspection of the restaurants as per Quality Audit& Inspection of the restaurants of sister’s hotel in according to SUNRISE Policy. • Inspection of the rooms as per Quality Audit & Inspection of the rooms of sister’s hotel in according to SUNRISE Policy. • Handling Legal Cases, Official complain and Deduction. • HACCP (E-Cristal) • Handling and analysis of TrustYou System, the world’s largest guest feedback platform. • Monthly Quality Reports and monthly Action Plan in according with the SUNRISE Quality System. • Brochure and Info Sheet correction in according with Marketing department and Tour Operator. • Daily and weekly job training topic to the GSC staff • In charge for Social Media (Facebook, Instagram & Twitter) in order to handling the company representation on the social networking media.

  • Guest Relation Supervisor

    Sunrise Diamond Beach Resort - Select - ("Sunrise Resorts&Cruises - Egypt"), Sharm El Sheik, Egypt

    Relations client
    septembre 2016 - septembre 2017 · 1 an et 1 mois

  • Guest Service Center Supervisor

    Sunrise Diamond Beach Resort - Select - (SUNRISE Resorts & Cruises) - Charm el-Cheikh, Égypte

    Relations client
    août 2013 - septembre 2017 · 4 ans et 2 mois

    Responsibilities: * Assistance and resolution of guest's requests or complain, in cooperation and coordination with the Hotel Departments. * General information and promotion relative to all Hotel facilities and services. * Daily guest room inspections. * Attend Check-in / Check-out. * Daily welcome of VIP guests. * Handle VIP amenities and Special Requests (Birthdays, Anniversaries and Honeymoon). * Surveillance of Hotel standards, with focus on the rooms and Restaurants Quality Control. * Management of Guest Survey and discussion of the weekly results with all head department. * Response to guests e-mails and feedback on internet sites (TripAdvisor, Holidaycheck, Zoover, Expedia, Booking.com, TurPravda, TopHotels, Google). * Attend Orientation and Fam-Trip.

  • Guests Relation Agent

    Sunrise Diamond Beach Resort - Select - ("Sunrise Resorts&Cruises - Egypt"), Sharm El Sheik, Egypt

    Autre
    août 2013 - août 2016 · 3 ans et 1 mois

    Responsabilità: ? Assistenza clienti e risoluzione di problemi e/o reclami in cooperazione e coordinamento con tutti i dipartimenti interessati. ? Assistenza check-in e check-out. ? Informazioni di carattere generale e promozione di tutte le strutture e dei servizi offerti dall'Hotel. ? Controllo e ispezione giornaliera delle camere. ? Controllo e accoglienza giornaliera degli ospiti VIP. ? Gestione dei servizi VIP e Richieste speciali (compleanni, anniversari, luna di miele). ? Sorveglianza degli standard dei servizi dell'hotel, in particolare Controllo Qualità dei Ristoranti e delle camere. ? Gestione raccolta dei Questionari sulla soddisfazione dei clienti e discussione dei risultati settimanali con tutti i capi dipartimento. ? Controllo ranking e reviews dei principali siti di recensioni di hotels (TripAdvisor, Holidaycheck, Zoover, Expedia, Booking.com, TuPravda, TopHotels, Google). ? Orientation e Educational per Tour Operator.

  • Tourist Geography Teacher

    Commercial Technical Institute for the Tourism "G. Pascoli" - Como, Italie

    Autre
    septembre 2008 - juin 2013 · 4 ans et 10 mois

    Teaching activities: ? Tourist geography of Italy, Europe, African, Asian, American and Oceanic continents.

  • Teacher of Italian Literature and History

    Commercial Technical Institute "Alessandro Manzoni" - Erba, Italie

    Éducation
    septembre 2008 - juin 2013 · 4 ans et 10 mois

    Teaching activities: * Teacher of Italian Language and Literature * History teacher

  • Docente di Geografia Turistica

    Istituto Tecnico Commerciale per il Turismo G. Pascoli, Como, Italia - Como, Italie

    Autre
    septembre 2008 - juin 2013 · 4 ans et 10 mois

    Attività didattica: ? Docente di geografia turistica e territoriale: geografia turistica dell'Italia, geografia turistica dell'Europa, geografia turistica dei continenti Africano, Asiatico, Americano e Oceanico

  • Editor of multimedia services for cultural heritage and tourism

    Alphabeti s.r.l. - Milan, Italie

    Guide touristique
    septembre 2009 - août 2012 · 3 ans

    • Editorial coordination on projects of multimedia services for tourism • Collaboration in development of projects of European calls (new technologies applied to cultural tourism) • Definition of the company’s Social Media Strategy (Facebook, Twitter, Instagram, Flickr) • Development of Brand Awareness • Editing of articles and contents for the blog “Extamoenia Art” • Promotion of commercial events

  • Coordinator and director of events dedicated to culture, tourism and new technologies

    Associazione Trait d’union – Cultura, Arte e Tecnologia - Milan, Italie

    Événementiel
    septembre 2009 - août 2012 · 3 ans

    • Organization and coordination of cultural tourism festival “TuristArth - Tourism, Art and New Technologies” • Support the organization of the event • Preparation of brochures and documentation • Press agent

  • Editor of Multimedia Services for Cultural Heritage and Tourism

    Alphabeti s.r.l. - Milan, Italie

    Guide touristique
    septembre 2009 - août 2012 · 3 ans

    advanced multimedia communication in the arts and tourism sectors. Editor of Multimedia Services for Cultural Heritage and Tourism Duties: ? Editorial coordination of multimedia services for tourism. ? Collaboration in development of European projects (new technologies applied to cultural tourism) ? Definition of the Company's Social Media Strategy (Facebook, Twitter, Instagram, Flickr) ? Development of Brand Awareness ? Editing of articles and contents for the blog "Extamoenia Art - Arte Fuori dagli Schemi".

Éducation

  • Laurea Magistrale in Lettere

    Università degli Studi di Milano, Milano

  • Postgraduate degree in Italian Language and Literature

    University of Milan, Milan

  • Lobster Ink Hospitality Training Course for the Hospitality Industry; Front Office Professional, Housekeeping Professional, Bar Professional, Luxury Hospitality Standards - Benchmarks, Front of House, F&B and Housekeeping, Leadership Foundations; Health &

    H&S F&B

    juin 2017 - septembre 2017

  • Master in Economia del Turismo

    Università Commerciale Luigi Bocconi, Milano

    septembre 2012 - juin 2013

  • Master in Economics of Tourism

    Bocconi University, Milan, Italy

    septembre 2012 - juin 2013

  • Master in Economy of Tourism

    Università Commerciale Luigi Bocconi - Milan, Italie

    septembre 2012 - juillet 2013

  • Master in Management of Cultural Heritage

    Università Cattolica del Sacro Cuore, Milan, Italy

    septembre 2008 - juin 2009

  • Master in Management of Cultural Heritage

    Università Cattolica del Sacro Cuore - Plaisance, Italie

    septembre 2008 - juillet 2009

  • Master in Museologia, Museografia e Gestione dei Beni Culturali

    Università Cattolica del Sacro Cuore, Milano

    septembre 2008 - juin 2009

  • Postgraduate degree in Italian Language and Literature

    Università degli studi di Milano - Milan, Italie

    octobre 2001 - décembre 2006

Langues

4 langues

  • Italien

    Bilingue ou langue natale

  • Anglais

    Compétence professionnelle complète

  • Japonais

    Compétence professionnelle

  • Arabe

    Compétence professionnelle limitée

Informations personnelles

Nationalités

  • Italien

Date de naissance

May 04th 1981

Permis de conduire

Oui

Compétences

3 compétences

  • Diving (open water diving license with PADI)
  • Fidelio Hotel Management Software
  • international driving licence

Informations complémentaires

1 information partagée

  • Lobster Ink Hospitality Training Course for the Hospitality Industry

    June - September 2017: Lobster Ink Hospitality Training Course for the Hospitality Industry.

    Professional Courses: Front Office Professional, Housekeeping Professional, Bar Professional, Luxury Hospitality Standards – Benchmarks, Front of House, F&B and Housekeeping, Leadership Foundations
    Basic Courses: Health & Safety Introduction, H&S F&B, Housekeeping and Front Office, Hospitality Housekeeping standard, Restaurant Upselling, Bar Upselling, Bar Cost Saving, Food Allergens, Lucrative Front Desk, Kitchen Saving Cost, Restaurant Cost Saving

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