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Chi sono
I am a dynamic and curious person with a strong cultural background, leadership skills and a true passion for hospitality.
Enthusiast and friendly, I am able to bring energy and humour to colleagues and motivate the team to achieve goals.
Resourceful hard-worker thrilled by challenging situations, I always received excellent feedback from customer and guests.
Italian mother tongue, fluent in French, English and Spanish. Proficient with Micros Fidelio Opera, MARSHA and Microsoft Office.
Esperienza
17 anni e 1 mese
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Assistant Front Desk Manager
Four Seasons Hotel Prague - Prague, Czechia
Receptionfebbraio 2020 - Presente · 4 anni e 2 mesi -
Front Desk Manager
St. Pancras Renaissance London Hotel - London, United Kingdom
Receptionagosto 2019 - febbraio 2020 · 7 mesiDAILY TASKS - Responsible for Front Desk daily operations and assistance to Front Office Manager and Guest Relations Manager in their daily operations. GOALS - Key Driver for up-sell goals and responsible for the achievement of team goals (Check in experience, Elite recognition...). L&D – Training and developing and of Front Office Associates ensuring that they are aware of their goals and responsibilities. Organising of internal and cross trainings. Annual performance reviews and reviews of Supervisors under probation. ROTA - Scheduling of the front desk team Rota and holiday, preparation and discussion of Payroll critique in cooperation of AFOM, if required. REVENUE - In cooperation with the Revenue Manager, responsible for maximizing the room revenue and deal with Book-out (9 days in 2019). In charge of establishing the inventory for the day using MARSHA and dealing with overbooking situations and/or walk-in guests. FINANCE - Close cooperation with the Accounting Department for the managing of guest's outstanding balances, chargebacks, open PMs etc. NEW PROJECTS - In cooperation with the other FDM creation and implementation of: a) A new welcome manual and training program for new starters. b) A new and more engaging format of shift-brief for the daily handovers. c) A different system of internal boards for results and important information to share with the team.
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Front Desk Supervisor / Duty Manager
St. Pancras Renaissance London Hotel - London, United Kingdom
Receptionottobre 2018 - luglio 2019 · 10 mesiFDM assistance in daily operations; supervision of the associates on shift ensuring that guests are provided with a 5 star arrival and departure experience, Company SOP’s are maintained and BSA criteria are ensured. Ensure all guest experiencing an issue receive an adequate response; any promised compensation is delivered and appropriate follow up is done. Developing and training of F.O. associates ensuring that they are aware of their goals and responsibilities, reviews of associates under probation. NIGHT MANAGER role covering if required.
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Receptionist
St. Pancras Renaissance London Hotel - London, United Kingdom
Receptiondicembre 2017 - ottobre 2018 · 11 mesiCheck-in and check-out procedures. Payment handling with cash and cc, currency exchange. Creation and modification of guest’s reservations. Promotion of the fidelity program Marriott Rewards: enrolments of new members, recognition and benefits delivery to the loyal members. Empowered to personalise guest stay with welcome letters, amenities… Dealing with guests queries or complaints using CRM Salesforce. Responsibilities of maximizing sales revenues through up selling. GUEST SERVICES and ROOM CONTROLLER roles covering if required. - Average check-in experience: 9.1/10 - Average n. of enrolments: 43/month - Upsells: 33.7k in 11 months (16.39% of the yearly team result)
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Chambers Club Associate
St. Pancras Renaissance London Hotel - London, United Kingdom
Guest Relationsnovembre 2017 - gennaio 2018 · 3 mesiClub lounge hostess in the very exclusive Chambers Club. VIP and Chambers guests greeting and assistance.
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Receptionist
Hotel Danieli, A Luxury Collection Hotel - Venice, Italy
Receptiondicembre 2016 - novembre 2017 · 1 annoGreeting and welcoming guests upon arrival. Check-in and check-out procedures. Payment handling with cash and c/c. Promoting the fidelity program Starwood Preferred Guest (SPG) and providing recognition and benefits to the members. Escorting guests to their room introducing hotel history, services. Guest assistance in storing valuables in deposit boxes. Dealing with guests request or complaints always in an efficient, courteous and professional manner.
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Front Office (trainee)
Hotel Danieli, A Luxury Collection Hotel - Venice, Italy
Receptionsettembre 2016 - marzo 2017 · 7 mesi -
Tour Escort
Abaco viaggi - Trieste, Italy
Guida turisticasettembre 2015 - settembre 2016 · 1 anno e 1 meseTour leader for guided tours and daily excursions. Group management and personal assistance during the whole travel experience.
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Tour Escort
Trumpy Tours - Trieste, Italy
Guida turisticasettembre 2012 - settembre 2016 · 4 anni e 1 meseDaily guided excursions for cruise passengers docked in Trieste (usual destination: Lublijana and Postojna caves). Guided excursions provided in Italian, English, French and Spanish.
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Hostess/Group leader
Key Congressi - Trieste, Italy
Host / Hostesssettembre 2009 - settembre 2016 · 7 anni e 1 mese -
Hostess
Soltel srl - Trieste, Italy
Host / Hostessmaggio 2011 - giugno 2014 · 3 anni e 2 mesi -
Front Desk Operator
Costa Crociere - Genoa, Italy
Receptionluglio 2004 - dicembre 2006 · 2 anni e 6 mesi
Formazione
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Professional master
IHMA - Rome, Italy
ottobre 2016 - dicembre 2016Master in Tourim & Hotel Management
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Specialization School
Università degli Studi di Udine - Friuli-Venezia Giulia, Italy
gennaio 2014 - aprile 2016Specialization School of Art History, graduated cum laude.
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Junior research fellowship
Università degli Studi di Trieste - Trieste, Italy
marzo 2013 - settembre 2016Research fellow at the Department of Humanities of the University of Trieste. Named “Cultore della materia” in Museology and Museography (SSD: L-ART/04). Study, inventorying, cataloguing and digitization of Legacy Antonio Fonda Savio. Scientific and academic production available on http://units.academia.edu/LauraParis
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Master's degree (Erasmus exchange programme)
Université Rennes II - Rennes, France
gennaio 2011 - giugno 2011 -
Master's degree
Università degli Studi di Trieste - Trieste, Italy
settembre 2009 - dicembre 2011Master’s degree in Art History, graduated cum laude.
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Bachelor Degree
Università degli Studi di Trieste - Trieste, Italy
settembre 2004 - luglio 2009Bachelor’s degree in Art History, graduated cum laude.
Lingue
5 lingue
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Italiano
Conoscenza madrelingua o bilingue
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Francese
Conoscenza professionale completa
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Inglese
Conoscenza professionale
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Spagnolo
Conoscenza professionale
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Tedesco
Conoscenza di base
Dati personali
Nazionalità
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Italiano
Data di nascita
March 01st 1985
Competenze
19 competenze
- Ability To adapt
- Ability to Learn
- Ability To Prioritize
- Able to multitask
- Cashiering
- Check in & check out
- Complaints Management
- Fluent English
- Fluent French
- Micros PMS
- Miscrosoft excel
- MS Words
- Native italian
- negotiation skill
- Rooms operations
- Salesforce CRM Tool
- Spanish language
- Staff supervision
- upsell
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