Simona Paciolla

Experience

• 

  University of Milan

  Nov 2018 - Mar 2019

  Back Office Assistant

  -Organizing and archiving the documentation of the student administration office-Communicating with national and international students, in person and via email

• 

  Son Julia Country House Hotel

  Jul 2020 - Sept 2020

  F&B Hostess (Internship)

  -Support the F&B Manager with the organization of evening and day services, as well as events-Manage relations with guests and ensuring a high quality customer service and experience-Support the F&B Manager with management of stocks and raw materials – understanding the mechanisms and relations with external stakeholders

• 

  Sofitel Abu Dhabi Corniche

  May 2021 - May 2022

  -Greeting and thanking guests in a sincere, friendly manner-Checking guests in on arrival and out on departure-Posting charges to appropriate guest accounts-Collaborating and communicating with other internal departments -Managing Opera PMS system-Handling complaints and intense situation, always assuring guest satisfaction-Replacing FO Supervisors during their days off and whenever necessary

  • Front Desk & Guest Relation Agent- Relief FO Supervisor

    Nov 2021 - May 2022

  • Front Office Intern

    May 2021 - Oct 2021
• 

  Starhotels S.p.A.

  May 2022 - Sept 2022

  Front Desk Agent (Rosa Grand Milano-Starhotels collezione)

  -Greeting and thanking guests in a sincere, friendly manner-Checking guests in on arrival and out on departure-Posting charges to appropriate guest accounts-Collaborating and communicating with other internal departments -Managing Opera PMS system-Handling complaints and intense situation, always assuring guest satisfaction-Closing open folios-Arranging rooms' assignment according to guests' preferences and hotel availability-Balancing all financial postings (credit cards, cash, room service, laundry etc.)-Managing overbooking and bookouts whenever necessary-Replacing Shift Leaders during their days off and whenever necessary Show less

• 

  Fairmont Doha

  Sept 2022 - now

  • Conduct daily briefings and ensure that all pertinent information is well received by team members.• Manage and supervise all tasks assigned to the staff to ensure that highest quality service is delivered and department standards are met• Review, analyze and suggest improvement of work flow and standards at the Front Desk• Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates• Communicate with Front Office Manager on all matters regarding guest services & hotel operations• Ensure documentation of all guest related issues using the logbook• Sign media and supervise shift handover procedures • Coordinate and communicate with other hotel departments as required regarding general administration and operations issues• Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently• Assist Guest Relations in greeting, rooming, and sending off guests• Inspect front of house and back of house regularly for cleanliness and orderliness• Ensure that front line staff complies with marketing techniques and maximizes sales• Check billing instructions, monitor guest credit and act upon any discrepancies• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates• Ensures the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway. Handle and manage hotel emergencies.• Release Night Manager whenever necessary • Provide department orientation and training of the hotel service standards, procedures and programs• Constantly monitor team members’ appearance, attitude and degree of professionalism• Motivate and provides a work environment which brings out the best in team members• Be fully conversant with hotel fire & life safety/emergency procedures Show less -Overseeing day to day front office operations-Ensuring that company policies and procedures are followed by all staff members-Reviewing financial statements and reports to ensure accuracy and compliance with industry standards-Managing Opera Cloud PMS system -Handling complaints and intense situation, always assuring guest satisfaction-Following Accor’s and Fairmont’s standards and SOPs-Managing ALL loyalty program -Supervise, train, and coach front office staff-Replacing Night Manager whenever necessary-Handling overnight operations Show less -Monitoring occupancy rates, pricing structures, and competitors’ room rates-Investigating guest complaints about room quality or service issues-Coordinating with housekeeping staff to ensure that rooms are cleaned properly and efficiently-Arranging rooms' assignment according to guests' preferences and hotel availability-Managing overbooking and bookouts whenever necessary-Demonstrating and promoting Quality Awareness amongst Front Office team-Collaborating and communicating with other internal departments -Managing Opera Cloud PMS system -Crediting points to members' account in case of eligible stays-Handling complaints and intense situation, always assuring guest satisfaction-Following Accor’s and Fairmont’s standards and SOPs-Managing ALL loyalty program Show less

  • Duty Manager

    Feb 2025 - now

  • Front Office Supervisor- (Acting Duty Manager)

    Oct 2023 - Jan 2025

  • Rooms Controller (Pre Opening)

    Sept 2022 - Oct 2023