Account Manager

• Jun 2022 - Present

-Oversee the FOH for a total of 25 sites including a flagship building and a major portfolio across London -Manage 40 staff members and site managers ensuring welfare and retention -Adapt my skills, management and training approaches based on the portfolio, the site and the staff members. -Cooperate with HR and Recruitment. Conduct interviews weekly-Understand HR procedures and processes to deal with disciplinaries, difficult behaviours and poor performance. -Cooperate with the Operations to maintain high calibre of professionally trained employees in case of absences and sickness -Build and maintain clients and property managers relationship ensuring KPIs are met or exceeded monthly -Manage and oversee mobilisation-Arrange events, site innovations and CSR innovation to ensure service enhancement Show less

Community Manager

• Jul 2021 - Jun 2022

Duty Manager

• Jan 2021 - Jul 2021

Arrange the smooth running of the department when the Front Office Manager is unavailable-Manage Butler and Reception teams, arranging the smooth running of the shift -Coordinate with Concierge and Housekeeping teams -Ensure guest satisfaction and dealing with guest complaints and feedbacks-Welcome VIPs and ensure the suites are up to standard-Arrange amenities for VIPs and Long stayers -Create a positive environment and maintaining and engaging, approachable, helpful and friendly demeanour to colleagues and guests alike-Acknowledge, greet, welcome, engage & initiate genuine adaptive conversation with guests and visitors facilitating the smooth operation of the lobby, obtaining feedback and assisting in creating memorable guest experiences- Be an ambassador of the Company and to help further establish the values of the hotel by reflecting the image of The Company and to perform in accordance with the standards.-Cash handling Show less

Guest Relations Executive

• Oct 2019 - Jan 2021

Guest Relations Manager

• Nov 2018 - Oct 2019

-Ensure and provide flawless, upscale, professional and high-class guest service experiences-Analyze customer feedback and provide strategic direction to improve overall rating-Respond to guests’ needs and anticipate their unstated one-React promptly to guests’ requirements and enquiries-Oversee and coordinate all arrivals and departures of VIPs guests-Coordinate and manage communication between guests and staff and follow up to ensure complete service and recovery-Organise transfers, excursions, boat tours, dinner reservations-Create wonderful experiences and memories for the guests -Check in and check out, front desk duties Show less

Guest Relation F&B

• May 2018 - Oct 2018

-Sell all the F&B outlets of the hotel-Take dining reservations for the 1 Michelin star restaurant "Il Cappero", handling pre-payments and cancellation policies-Manage group reservation-Seat guests promptly according to guest preference-Design, confirm and communicate to the restaurant team the daily set-up in the restaurant fulfilling any requirements for special events-report and handle all complaints, concerns or special requests of guests-Anticipate and address guests'service needs, ensure thst the highest level of service and communication is maintained-Work with restaurant manager and Chefs-Manage wedding reservations, help the manager during the choice of the menu, the set-up-Escorting couples to sell the venue for their wedding-Waitress according to staff needs-Software used: Ericsoft Suite 4 Show less

SITE + MPI Global Forum 2018 Student Employee

• Jan 2018 - Jan 2018

-Welcome all the meetings and incentive travel industry professionals from around the world -Check in of all the experts and speakers -Provide information about the conferences -Promote the “Rendez vous Party” Event of the MPI Foundation and selling the tickets -Escort professionals to the Gala Dinner -Welcome all the meetings and incentive travel industry professionals from around the world -Check in of all the experts and speakers -Provide information about the conferences -Promote the “Rendez vous Party” Event of the MPI Foundation and selling the tickets -Escort professionals to the Gala Dinner

Booking and Front Desk Supervisor

• May 2014 - Nov 2017

Check in and check out - Booking and reservations management -Accounting (issuing of invoices, registration of invoices) - Manage relationships with accountants -Manage housekeeping personnel -Manage and sorting e-mail - Revenue activity (competitors and forecasting study to maximize the incoming) - Manage relationships with OTA (Booking, Expedia, Airbnb) and Tour Operator (Noema Viaggi Check in and check out - Booking and reservations management -Accounting (issuing of invoices, registration of invoices) - Manage relationships with accountants -Manage housekeeping personnel -Manage and sorting e-mail - Revenue activity (competitors and forecasting study to maximize the incoming) - Manage relationships with OTA (Booking, Expedia, Airbnb) and Tour Operator (Noema Viaggi

Receptionist, reservation supervisor, recruiter

• Jul 2013 - May 2014

- Hiking organization - Booking management - Reception and registration of customers - Update of OTA portals and Booking Engine (Hotel.BB) -Accounting - Creation of hiking packages - Recruiting naturalistic guides - Make agreements with the ethnical wine cellars - Management of NCC contracts - Hiking organization - Booking management - Reception and registration of customers - Update of OTA portals and Booking Engine (Hotel.BB) -Accounting - Creation of hiking packages - Recruiting naturalistic guides - Make agreements with the ethnical wine cellars - Management of NCC contracts