Experience

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  Marconi group s.r.l.

  May 2013 - Sept 2013

  Administration and accountant

  Attending accounting tasks, audit of the revenue and cost analysis.

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  Kiwengwa beach resort 4s

  Nov 2013 - Mar 2014

  Receptionist
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  Relais & chateaux borgo santo pietro 5l

  May 2014 - Oct 2014

  Receptionist and concierge

  Assisting high demanding guests performing mainly check in and check out. Supporting the reservation and concierge department. Organizing the amenities and ensuring the correct delivery for the guests.

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  Relais & chateaux relais santa croce 5l by baglioni hotels

  Oct 2014 - Sept 2016

  Receptionist and concierge

  Performing check-in and check-out for high-demanding guests.Recommending restaurants, museums, and tourist sites.At the end of each month: ensuring that the OTA commissions are correctly charged, and that the outstanding payments and refunds are dealt accordingly.Dealing with complaints and ensuring that the proper compensation is provided.

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  Corinthia hotels limited

  Sept 2016 - Dec 2017

  Senior receptionist and acting supervisor

  Performing a room assignment while ensuring that all of the guests' benefits are honoured.Monitoring the queue and room moves throughout the day, and collaborating with housekeeping to provide an excellent service.Encouraging and supporting the Team during the shift to ensure that all reception tasks are completed.Working with the manager to resolve guest complaints and provide a fair compensation.Organizing new starter's training plans, preparing all SOPs, and coaching the trainees until they are ready. Show less

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  The landmark london

  Jan 2018 - Jan 2019

  Front desk shift leader

  Assisting and looking after the Receptionists in order to provide the highest level of service.Serving as a role model for the entire Team.Carrying out the room assignment for all of the guests.Dealing with the Housekeeping Team to ensure that all rooms are ready at check-in time, as well as dealing with room service to ensure that the proper amenities are placed in the rooms.Bringing innovative ideas as well as putting processes and procedures into action.Participating in departmental coach meetings to keep the Front Office Team informed on all other departments' activities as well as hotel news. Ensuring that an effective communication framework is in place at all times.One-on-one conversations with Front Office Agents to identify potential dissatisfactions and plan for a resolution. Show less

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  Lebua hotels and resorts

  Mar 2019 - Sept 2022

  Managing the day-to-day operations to exceed the expectations of the guests.Welcoming and assisting the customers throughout their stay, as well as bidding them a genuine farewell.Collecting and analysing data in order to make customer-centric business decisions.Producing and implementing specific training programs which meet luxury standard requirements.Coaching, evaluating, counseling and motivating the Team on a daily basis to achieve common goals in line with a shared vision.Promoting a result oriented operation to position the hotel at the top of travel websites and boost the income.Working with the Front Office Manager to continually improve the Front Office performance.Developing and maintaining trustful workplace relationships while actively supporting a friendly professional atmosphere. Show less

  • Assistant Front Office Manager

    Sept 2019 - Sept 2022

  • Duty Manager

    Mar 2019 - Aug 2019
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  Six senses hotels resorts spas

  Nov 2022 - Oct 2023

  Guest experience manager

  Responsible for the efficient operation of the Front Office Team to provide an exceptional guest experience and service within Six Senses, IHG, and LQA standards.Supporting the Front Office Manager in the scheduling of the Team to ensure operational flow.Minimizing the payroll costs by maximizing the productivity and the efficient organization of the shifts.Ensuring that all set policies, procedures and best practices are in place and rigorously enforced.Continously assessing the service provided, the product knowledge and the communication skills of thedepartment.Working in partnership with F&B, Spa and Housekeeping to ensure guest's needs are met, and oversee the overall smooth operation of the guest experience.Determining activity rates based on the selling tactics of the hotel.Overseeing the management of the guest history and profile system.Taking immediate action when an issue is identified and performing a quality assessment when required.Carrying out an adequate service recovery plan in the event of guest complaints.Instilling a revenue-focused philosophy through training and education so that the Team is fully engagedwith driving revenue opportunities.Accountable for the development of the Team through the provision of encouragement, enthusiasm,discipline, training and performance evaluation. Show less

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  Hotel palazzo manfredi

  Oct 2023 - now

  Front office manager