Erica Voglino

Experience

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  Presidenza del Consiglio dei Ministri

  Sept 2015 - Sept 2016

  Tutor & Coach of foreign languages for immigrants, refugee adults & children

  • Identification of personal qualities, job opportunities, individual growth, strengthening of professional skills, and CV preparation.• Collect the ongoing training needs (during monthly meetings or observing daily operations) and proactively suggest training actions or follow-up measures based on the courses to develop competencies. • Organize and deliver class training matching the assigned deadline.• Follow the given schedule and deliver regular language classes, to create an available program to all levels in compliance with the guidelines.• Language support with intercultural activities like conferences, cineforum, and theater workshops. • Keep track of participants’ attendance to classes to fill in the modules and reports to be sent to the relevant departments involved. Show less

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  Costa Crociere S.p.A.

  Nov 2017 - Aug 2019

  Tour Expert

  • Support local guides with language translations.• Execute back-office tasks.• Escort the groups and supervise local tour operators during excursions.• Establish, develop, and maintain relationships with guests on board and on tours to generate new business by selling packages.• Maximize revenues for the tours area suggesting new opportunities.• Oversee the correct organization of excursions and transfers.• Report to the Shorex Manager about guests’ needs and interests, scouting for new products and service opportunities in liaison with other departments whenever needed.• Management Software: SAPI Show less

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  MSC Cruises

  Aug 2019 - now

  • Collect and analyze customer feedback to identify trends and patterns, make informed business decisions, and drive improvements in product development, customer service, and marketing strategies.• Monitor the sales trends through business analytics tools to be shared on a daily/weekly basis. • Check the daily activity of bookings, market behavior, and tour availability.• Work in agreement with Corporate Tour Managers and Product Development Managers in Geneva, dealing with the prepayment of services to be considered for specific reasons (e.g., venue, tickets, vehicles, etc.) and checking technical sheets provided by the Operators so that they comply with the excursion descriptions.• Send operational instructions to the ships and prepaid bookings/nationality breakdowns to the Tour Operators and ships.• Check with Shore Excursions Group & Special Events Team and Setup Team for the allotment to be loaded into the system to satisfy requests from groups or individual guests and increase Company revenue.• Management Software: Fidelio, Otalio, DTS, MMS, BEE• Experience Management Software Platform: Medallia Show less • Responsible for managing all the events on board, roadshows, group leaders, wedding couples, PR representatives, and commercial/marketing operators, any further instructions received from the Corporate Office, and participants' expectations in compliance with Company standards and regulations.• Attend pre-event meetings to understand and anticipate group needs and conduct venue inspections before each event to ensure the location is set accordingly.• Manage departmental inventories and supply orders. • Work with heads of departments to plan function details such as space requirements, stage usage, set-up/dismantling time schedules, F&B, excursions, audio-visual services and assign Host/Hostess as necessary to ensure guests' satisfaction.• Supervise along with the cooperation of the Cruise Terminal Ground Staff and Immigration Officer that check-in procedures, organization, and priority are given according to the group/VIP/ requests. • Run commercial ship inspections and provide reports to the Corporate Office. Show less • Edit the Daily Program and the Daily Specials in all the common languages on board according to the Company’s standard production procedure. • Prepare the context of Daily Program and Daily Specials according to Company standards and ask for further approvals. • Translate approved Daily Program and Daily Specials into the most common languages on board. • Finalize and verify all information is accurate on the Daily Programs and Daily Specials. • Send out the final version for printing and coordinate with Bellboys to deliver the programs to all guests’ cabins and other distribution points. • Deliver the latest version of the Daily Program and Daily Specials to the related departments.• Provide training to the Program Publisher if required.• Management Software: Publisher, Word, Excel, PowerPoint and graphic software including Abode CS (Photoshop, Illustrator and InDesign). Show less • Provide personalized customer service and maintain the highest level of Guest satisfaction by welcoming, socializing, providing language assistance, and hosting social events during the cruise. • Host embarkation and disembarkation conferences during the cruise in different languages to emphasize life onboard and the most significant aspects of the visited sites, according to the ship itinerary. • Suggest, during travel talks, the excursions offered onboard, to maximize revenue opportunities.• Edit, prepare the context, and translate the ship’s Daily Program according to the Company’s standard procedure. • Cooperate with the Events & Groups Coordinator along with other Departments on board by running ship visits, handling groups, tour leaders, travel agents, PR representatives, and press of different nationalities, and assisting in different kinds of events with commercial/marketing operators, charters, special initiatives, fashion show cocktails, official ceremonies, TV/Photo shooting. • Provide full support to the Cruise Consultant in the promotion of MSC loyalty program. Show less

  • Shore Excursions Specialist

    Dec 2023 - now

  • Events Manager & Groups Coordinator

    Oct 2021 - Dec 2023

  • Program Publisher

    Jul 2021 - Sept 2021

  • International Hostess

    Aug 2019 - Jun 2021