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Network Power<100 people
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Thailand
Work Background
AmazonSDS DSL Manager
Apr. 2023Milan, Lombardy, ItalyRegional manager for Shipping and Delivery Support logistics and customer service operations in Lombardia, Friuli and Trentino regions.
AmazonAM SM
Mar. 2021 - Mar. 2023Greater Milan Metropolitan AreaWorked at: DPO2, DLO7, DLO2.
Hilton Garden InnFront Of House Manager & acting Director of Sales and reservations (Apr. 2020)
Jul. 2018 - Feb. 2021Birmingham, United KingdomPart of the pre-opening and opening team at the brand new Hilton Garden Inn Birmingham Airport. Fully cross-trained in every department, I was also responsible for the creation of the hotel specific Crisis Manual and the set up of the Fitness Centre. Main duties include: -Achievement of strong SALT scores: track performance every day, address issues and resolve/anticipate guest problems immediately, update CRM profiles;
-High Hilton Honors Enrollments: track performance every day, implement incentive plan, set and exceed internal and corporate targets;
-Upsell revenue: in charge of achieving and surpassing upsell targets, set internal upsell goals, track performance daily, create and implement incentive plans, process incentive payments in a timely manner, conduct staff trainings;
-Social media/online presence: manage the responses to online reviews and comments in a timely manner, identify trends that negatively/positively impact ratings and correct/implement them. #8 out of 299 places to stay in Birmingham on TripAdvisor. -Hiring and training: hire the right employees for the role advertised, provide team members with regular training and reminder sessions, conduct/supervise daily shift handover meetings, delegate daily business to staff while maintaining a high degree of a visible presence on the floor and behind the desk, recognize high-performing team members, use positive and constructive feedback/coaching to promote desired behaviors, work directly with all’hotel teams, conduct regular performance reviews and develop personal development plans.
-Sales and Reservations: ensuring reservations accuracy, upsell strategy implementation, meeting room bookings. In charge of the sales department, R&I, HRCC hotel contact.
Established our venue as #1 meeting venue in and around Birmingham Airport on venue directory.
Jurys Inn Hotel GroupDuty and Guest Relations Manager
Apr. 2018 - Jul. 2018Birmingham, United KingdomDuty and guest relations manager at the Jurys Inn Birmingham City Centre hotel with 445 rooms, in-house conference facilities and great location for both business and leisure trips. Second biggest hotel in Birmingham.
Hilton Hotels & ResortsFront Of House Supervisor
Apr. 2017 - Apr. 2018BirminghamSupervise the operations of the front of house department in a 790 bedroom hotel with 33 conference rooms where around 1800 events happen every year. Biggest hotel in Birmingham and biggest outside of London. Teams supervised include: front office team, switchboard team, concierge team, shuttle bus team, guest relations team. High lever of constant interactions with all other hotel departments, both operational and non-operational.
Hilton Hotels & ResortsFront Office Operations
Jul. 2016 - Apr. 2017Birmingham, United Kingdom- Ensure the level of guest satisfaction is high (SALT and Make It Right);
- Welcoming guests to the hotel;
- Check-in and check-out operations;
- Up-sell skills to increment hotel revenue;
- Address guests' complaints and hostile situations;
- Run reports;
- Cash handling.
EXPO 2015 S.P.A.Shift Leader
May. 2015 - Oct. 2015Milan Area, Italy- Organise the shifts throughout the day;
- Welcome and directing guests;
- Interact with guests from all over the world;
- Organise and take care of the daily operations; - Write post-shift reports;
- Deal with special needs and VIP visitors;
- Set up the conference room for press events.
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