Executive Manager

• Apr 2018 - Present

Assistant Manager, Corporate Services

• Nov 2015 - Mar 2018

- To keep daily Financial records using Sage 50: daily process sales and purchase invoices, payment runs, bank reconciliations, debtors control, creditors control, etc.- To liaise with the Society's external accountancy company on preparation of quarterly management accounts- To assist Director level with organization and delivery of education events- To assist with marketing initiatives and activities (creation of monthly newsletter and periodic Signet Magazine)- To manage and supervise the facilities- To organize all membership events (Diet of Admission, Annual Dinner, Summer Ball, etc.)

Duty Manager

• Nov 2014 - Oct 2015

- To co-ordinate and supervise the daily running of the Front Office through constant communication with all relevant department.- Responsible for supervising the work of Guest Service Agents and Switchboard operator and ensuring that they carry out their tasks to the required standard.- To be fully aware and train fellow staff members on all relevant standards.- Dealing with guest complaints and issues. - To co-ordinate and supervise the daily running of the Front Office through constant communication with all relevant department.- Responsible for supervising the work of Guest Service Agents and Switchboard operator and ensuring that they carry out their tasks to the required standard.- To be fully aware and train fellow staff members on all relevant standards.- Dealing with guest complaints and issues.

Guest Service Agent

• Oct 2013 - Nov 2014

Front Office Agent

• Oct 2012 - Sep 2013

- Welcome and assist guests with check-in/check-out and all their inquiries, following the company’s standards - Handle all discrepancies/complaints and offer superior guest resolutions- Ensure Starwood and Westin Brand Standards are consistently upheld as well as enrolling guests in SPG program

Concierge

• Feb 2012 - Oct 2012

- Providing maximum level of service possible- Developing relationships with guests in order to understand their needs - Satisfy guests’ requests during their stay in order to make them feel like at home: booking theatre tickets, tables in upscale restaurants, finding cars or limousine with chauffeur for private tours, etc.- Tracing lost baggage and taking care of their storage during the absence of the guest- Providing the guests with all the information they need regarding the hotel and the city, advising them on how to make the most of their time during the stay

Intern, F&B Department (assistant of the F&B manager)

• Jul 2011 - Feb 2012

- Analysis of the revenue reports (FRS, mid-month feeling, etc.) and draft of the comments about the trends to be reported to the GM, Starwood and the Property- Analysis of the F&B Forecasting Tool to organize the personnel’s work for the future months- Weekly analysis of the outlets’ beverage consumption to monitor the costs- Daily check and analysis of the GSI (Guest Satisfaction Index)- Participated to the creation of new initiatives to be put in the Budget in order to increase 2012 Outlets’ covers (e.g. Saturday Crunch)- Communication activities: creating posters to advertise events or initiatives inside the hotel- Collaborated with the Operations Manager to develop new projects (eg. the training content for the FO Upselling, programs related to the Chinese guests)- Entirely contributed to the realization of a big event called "Piatto d'Autore" in collaboration with Grazia Saporiti, manager at "CM Comunicazione". For more details: http://piattod'autore.it

Interpreter and Translator Traineeship

• Feb 2010 - Mar 2010

- Translated various types of documents- Called new customers to promote our service (marketing activities)- Collected money from debtors - Translated various types of documents- Called new customers to promote our service (marketing activities)- Collected money from debtors