Front Desk Manager

• Nov 2022 - Present

Front Office Manager

• Jul 2017 - Nov 2022

Night Manager

• Apr 2015 - Jul 2017

Manage and monitor activities of all employees in the Front Office department, coaching , training and correcting where needed; Direct and oversee all hotel operation during the night shift to ensure guest satisfaction and safety; Act as manager on duty for the hotel in the absence of the daytime management; Ensure the accurate completion of the daily night audit in a timely fashion;

Shift Leader

• Oct 2007 - Apr 2015

Ensure Outstanding customer care at all time; Supervise daily shift process ensuring all team members adhere to standard operating procedures​; Train, direct the work of, resolve issues and coach and counsel the front desk team member to ensure quality operation; Resolve customer issues, complaints, problem in a quick, efficient manner to maintain a high level of customer satisfaction and quality service; Cooperate with other departments, especially housekeeping and… Show more Ensure Outstanding customer care at all time; Supervise daily shift process ensuring all team members adhere to standard operating procedures​; Train, direct the work of, resolve issues and coach and counsel the front desk team member to ensure quality operation; Resolve customer issues, complaints, problem in a quick, efficient manner to maintain a high level of customer satisfaction and quality service; Cooperate with other departments, especially housekeeping and reservations; Control cash transaction at the front desk and maintain complete responsibility for the cashier.

Front Office Agent

• Jan 2006 - Oct 2007

Register guests and assign rooms, ensure that guests receive high quality service; Process guests check out; Perform cashiering tasks like bill settlement, posting charges to the guests, paid outs, currency exchange etc.

Switchboard Operator

• Jan 2005 - Jan 2006

Manage incoming phone call and switch to the appropriate department; Manage call from guests in house, interact with housekeeping, maintenance and bell boy in order to satisfy guests request. Manage lost & found and organize the shipment of lost items.

Bell Boy

• Aug 2004 - Jan 2005

Greet and welcome guests and help with luggage; Clean an keep in order the lobby; Help guests with hotel information and services.

Operatore di call center

• Jun 2001 - Sep 2001

Operator for the collect call service; Operator for information service for foreign numbers. Operator for the collect call service; Operator for information service for foreign numbers.