Antonella Napolitano

Antonella Napolitano

Guest Service Agent presso Hotel Caesar Augustus
Vive a Capri, Italy

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Chi sono

Linguistics graduate with working, voluntary and educational experience in China seeking a career in Hospitality and Tourism industry.

Esperienza

2 anni e 1 mese

  • Guest Service Agent

    Hotel Caesar Augustus - Capri, Italy

    Receptionist - front office
    agosto 2018 - Presente · 1 anno e 6 mesi

    •Monitor daily arrival and departures; be familiar with all VIP guests, special requirements and potential problems. •Knowledge of Protel and The Fork systems. •Greet all guests with introduction to the property and its owners. •Assure concergerie service prior and during their stay, including dinner reservations, private transfer and boat tours. •Coordination of drivers from and to the port of Capri to guarantee a smooth service to arrival and departure guests. •Review procedures and documents: cashier, process invoices, receipts and outstanding payments. •Maximize sales revenues through up selling, sales of wellness treatments and products, dining location. •Handle “walk-in” guests, early check in and check out and conduct group check ins/outs •Communicate with all other hotel departments as necessary. •Maintain detailed notes in a notebook throughout the day of all guest requests and important information and meet with arriving/departing shift member to relay these details and ensure proper follow through. •Handle guest complaints or problems immediately, ensuring guest satisfaction. •Answer telephones within three rings, using correct greeting and telephone etiquette.

  • Management Trainee

    InterContinental Beijing - Sanlitun Residential District, China

    Guest Relations
    novembre 2017 - maggio 2018 · 7 mesi

    • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in. • Fill in the VIP Amenities form for In Room Dining and inspect rooms with amenities. • Prepare in room C/I folders for in room C/I guests and VIPs. • Write handwritten welcome cards and welcome letters. • In Room check in for VIPs. • Standby in the lobby to farewell guests, ask about their stay experience and update their profile. • Providing information about facilities, local restaurants and attraction and other relevant information. • Report and follow up on any comments, VIPs arrivals or departures as they occur throughout the day. • Assist Club lounge and FD to operate check in and check out • Make courtesy call • Handle complaints

Formazione

  • Master in Total Tourism & hospitality Management

    SESEF - Rome, Italy

    giugno 2017 - luglio 2017

    Specialised courses in Hospitality and Tourism Management: Event Management, Food & Beverage Management, Hotel Management, Revenue Management, Marketing strategies, Tourism market legislation. Introduction of Tour Operator and Cruise Industry. Worked in a team on two projects: planned and created an "albergo diffuso" in Sardinia studying the regulation of the region, organizing the organogram of the hotel and promoted on the social networks; organized an event on the concept of Wine as appreciation of the territory and mean of attraction of flow of tourism.

  • Business Chinese

    Beijing University of International Business and Economics - Beijing, China

    agosto 2016 - dicembre 2016

     Assessed presentations in Chinese on Italian companies in China, investments in China and cybersquatting.  Participated in group discussions about China’s Hot Business Topics.  Learnt and used more than 300-400 business Chinese vocabulary.  Taken part in Training Course for HSK 5.

  • Comparative Languages and Humanities

    Orientale di Napoli - Naples, Italy

    ottobre 2011 - luglio 2015

Lingue

4 lingue

  • Inglese

    Conoscenza madrelingua o bilingue

  • Cinese

    Conoscenza madrelingua o bilingue

  • Italiano

    Conoscenza madrelingua o bilingue

  • Francese

    Conoscenza professionale

Dati personali

Nazionalità

  • Italiano

Data di nascita

December 11th 1992

Patente di guida

Competenze

5 competenze

  • Critical/analytical think
  • Flexible
  • Fluency in Chinese
  • Multitasking
  • Quick leaner
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