Experience

• 

  Pullman Brisbane King George Square

  • Brisbane, Queensland, Australia

  • Guest Service Agent All Rounder

    • Jan 2024 - Apr 2024
    • Brisbane, Queensland, Australia

• 

  Passalacqua

  • Como, Lombardia, Italia

  • Night Supervisor

    • Mar 2023 - Nov 2023
    • Como, Lombardia, Italia

    As the Night Supervisor, I oversee the seamless operation of a hotel during nighttime hours. My responsibilities include providing prompt and attentive service to guests, which involves handling both check-ins and check-outs efficiently. I ensure the timely delivery of room service requests and conduct night audit procedures. In addition, I supervise and lead a team of staff members. I maintain open and effective communication with management, keeping accurate records and documentation. Handling customer issues, complaints, and problems efficiently is crucial for maintaining high customer satisfaction and service quality. In order to meet the necessary requirements, I also carry out any additional tasks that management assigns. Furthermore, I supervise and provide training for a team of two night auditors and one bellman to effectively manage operations during the night shift.Some of my achievements here include:• Contributed to Passalacqua Hotel's recognition as recipient of prestigious Best Hotel of the World prize in 2023 amongst 50 hotels.• Ensured regular updates and reviews of all systems, processes, and standard operating procedures.• Coordinated emergency procedures in case of incidents on hotel premises, including fires or other serious events.• Maintained security and upheld property integrity while on duty, following company policies and regulations.

• 

  Passalacqua

  • Como, Lombardia, Italia

  • Night Auditor

    • Feb 2022 - Jan 2023
    • Como, Lombardia, Italia

    In my role as a Night Auditor, I successfully reconciled accounts for the day shift, ensuring accurate financial records. I took charge of front desk operations, overseeing seamless guest check-ins and check-outs. My responsibilities extended to scheduling wake-up calls and managing various concierge activities, all aimed at enhancing customer satisfaction.One of my key achievements was overseeing the completion of end-of-day activities by collaborating with department employees. I exhibited a profound understanding of safety and security protocols, ensuring a secure environment for guests. My role demanded advanced math and bookkeeping skills, which I consistently demonstrated. My meticulous attention to detail and strong organizational skills were evident in every aspect of my work.I honed my expertise in problem-solving and effectively defused tense situations, showcasing my ability to handle challenges with composure. Throughout my tenure, I maintained a focus on delivering exceptional service and contributing to the overall success of the team.In this role, I:• Processed client complaints and assigned assignments to other staff.• Gained knowledge in data entry, bookkeeping, word processing, invoicing, and billing.

• 

  Grand Hotel Imperiale SPA

  • Como, Lombardia, Italia

  • Agente front-office

    • May 2021 - Jan 2022
    • Como, Lombardia, Italia

    In this role, I facilitated guest check-in and check-out procedures, guaranteeing a seamless and efficient stay. I upheld precise and well-organized documentation of guest data and financial transactions. In addition, I addressed inquiries and provided prompt follow-ups with clear and efficient communication. I skillfully handled payments, refunds, and exchanges with precision and professionalism. Furthermore, I extended my expertise by promoting and arranging exclusive boat tours for our guests.A few achievements include:• Ensured optimal customer satisfaction by utilising email, phone calls, and other tools to manage bookings.• Enhanced customer's overall stay and experience by providing valuable recommendations to guests regarding restaurants, local activities, and landmarks.

• 

  Namaste S.a.S

  • Como, Lombardia, Italia

  • Co Manager

    • Jan 2010 - Jan 2022
    • Como, Lombardia, Italia

    In my role as a Co-Manager, I excelled in delivering top-notch customer service to ensure every guest had a memorable experience. I stayed current with our product offerings and shared that knowledge with my fellow team members. Moreover, I conducted thorough training and provided valuable guidance to our bar and front-of-house staff. This included overseeing stocktaking procedures to keep our stock levels at their best. I was responsible for curating drink selections and setting competitive pricing. Lastly, I efficiently managed financial transactions and conducted precise cash-ups.In this role, I:• Coordinated and managed visitor and tour group activities, ensuring smooth operations.• Arranged lounges and actively promoted brand and message at every opportunity.

• 

  Mandarin Oriental Hotel Group

  • Como, Lombardia, Italia

  • PBX Operator

    • Mar 2020 - Nov 2020
    • Como, Lombardia, Italia

    I managed and updated precise records in our registers, overseeing the tracking of both incoming and outgoing items. This ensured a seamless transfer to other departments as needed. I was dedicated to promptly and efficiently fulfilling all demands and requests.I improved my skills in utilizing IT systems and various office equipment and tools, contributing to enhanced overall proficiency.

• 

  Nika Island Resort & Spa

  • Alifu Alifu, Maldives

  • Guest Relations Officer

    • Apr 2019 - Nov 2019
    • Alifu Alifu, Maldives

    As a Guest Relations Officer, I was dedicated to keeping impeccable records for seamless record-keeping. I provided guests with in-depth and accurate information about amenities, areas, and venues. In addition, I took charge of handling and escalating any possible issues or concerns that arose. It was my responsibility to keenly observe and enforce health and safety regulations while delivering exceptional service.My role also involved anticipating and meeting customer needs, ensuring their satisfaction at all times. I was known for my ability to respond swiftly and efficiently in challenging situations, maintaining a high level of professionalism.Furthermore, I took on the task of training fellow staff members, imparting essential job-related skills and knowledge. I did all this with a strong focus on delivering the best possible service to our valued guests.A few of my achievements here include:• Promoted, marketed, and sold services by implementing effective strategies.• Provided exceptional customer service in line with venue quality and standards.