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6 ans d'experience

Competences

Guest Services Front Office Management Project Management Hospitality Operations Customer Relationship Management Hotel PMS Systems Team Leadership Training & Development Crisis Management Marketing Campaigns Business Development Sales Strategy IT User Skills Multilingual Communication

Experience

Guest Services Agent

The Langham Hotel, London, UK

2024-01 -

Provides a warm, personalised welcome to guests while upholding five‑star service standards. Acts as the primary contact for guest inquiries, using the hotel PMS system to manage check‑in/check‑out efficiently. Coordinates with housekeeping, concierge and other departments to fulfil special requests and VIP arrivals, contributing to increased revenue through upselling. Resolves concerns with professionalism and empathy, ensuring high satisfaction levels.

Guest Services Manager

K West Hotel & Spa, London, UK

2019-11 - 2023-12

Oversaw daily front‑office operations for a luxury hotel, supervising front‑desk and night‑audit teams to maintain service excellence. Managed guest incidents, performed performance evaluations and delivered training programmes, fostering a culture of accountability. Collaborated with housekeeping, maintenance and F&B departments to ensure seamless inter‑departmental workflows and compliance with health‑safety protocols. Produced detailed shift reports and led crisis‑management initiatives, safeguarding guest and staff safety.

Project Management Trainee

Relevé Fashion, London, UK

2021-09 - 2022-01

Supported day‑to‑day contact with suppliers and launched new marketing campaigns for a fashion brand. Defined project milestones, tracked progress and provided administrative support to ensure timely delivery. Contributed to the development of sales strategies that increased product visibility. Utilised project management tools to coordinate cross‑functional tasks and report status to senior managers.

Project Coordinator

Royal Mosaici, Lecce, Italy

2017-09 - 2019-09

Coordinated all phases of mosaic project delivery, acting as the main liaison between internal teams and external stakeholders. Managed schedules, resources and documentation to keep projects on track. Facilitated communication across design, production and client teams, ensuring smooth transitions between project stages. Monitored quality standards and reported progress to senior management.

Langues

Italian

native

English

fluent

French

beginner

Spanish