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Work Background
FoundeverCustomer Care Advisor
Apr. 2025 - Oct. 2025Italy• Served as the primary point of contact for the Italian market on the Airbnb platform, managing a high-volume of client communications and resolving complex issues related to bookings, listings, and policy interpretation.
• Interpreted and communicated detailed platform regulations, ensuring client compliance and successful use of the service.
• Achieved 100% compliance with data protection standards (GDPR) through meticulous handling of sensitive customer information.
FoundeverSpecialista Supporto Clienti
Apr. 2025 - Oct. 2025Italia- Funto da primo punto di contatto per il mercato italiano sulla piattaforma Airbnb, gestendo un alto volume di comunicazioni clienti e risolvendo problemi complessi relativi a prenotazioni, listing e interpretazione delle policy. - Interpretato e comunicato regolamenti di piattaforma, assicurando la conformità dei clienti e un utilizzo di successo del servizio. - Raggiunto il 100% di conformità con gli standard di protezione dei dati (GDPR) attraverso la gestione meticolosa di informazioni sensibili.
LA MEDUSA DIMORA DI CHARMERoom Division Manager
Mar. 2024 - Dec. 2024Castellammare di Stabia, Campania, Italy• Directed the end-to-end customer experience, overseeing front office, housekeeping, and SPA operations to ensure exceptional service delivery and drive customer loyalty and retention.
• Utilized data from key performance indicators (KPIs) to identify areas for improvement, implementing strategic changes that enhanced the overall customer journey.
• Trained, scheduled, and led a high-performing team, fostering a culture of excellence and accountability.
One Hundred ShoreditchPre opening Assistant Front office Manager
Dec. 2021 - Sep. 2023• Architected and implemented the foundational Standard Operating Procedures (SOPs) for the Front of House department, establishing a scalable framework for service delivery from the ground up.
• Led the establishment of front-line operations and mentored junior team members through a dedicated development program, focusing on skill-building and professional growth.
• Prioritized guest safety and satisfaction, proactively resolving queries and complaints to maintain high retention and satisfaction standards.
One Hundred ShoreditchAssistant Front Office Manager (Pre-Apertura)
Dec. 2021 - Sep. 2023• Progettato e implementato le Procedure Operative Standard (SOP) fondamentali per il dipartimento Front of House, stabilendo un framework scalabile per l'erogazione del servizio. • Guidato l'avvio delle operazioni e formato i membri junior del team attraverso un programma di sviluppo, concentrandosi sull'accrescimento delle competenze e sulla crescita professionale. • Gestione proattiva di richieste e reclami, garantendo i massimi standard di sicurezza e soddisfazione degli ospiti. • Implementazione di soluzioni efficaci finalizzate a incrementare la fidelizzazione della clientela.
The HoxtonNight Manager
Jul. 2021 - Dec. 2021United Kingdom• Conducted daily night audits to maintain hotel accountability and prepare the property management system for the new day.
• Resolved guest queries and complaints, enhancing overall guest satisfaction.
• Managed accounts within the property system, ensuring credit and data integrity.
The HoxtonReceptionist
Oct. 2020 - Jul. 2021London, England, United Kingdom• Managed check-in and check-out procedures with a focus on guest service.
• Resolved customer care issues promptly to ensure guest satisfaction during night shifts.
• Balanced cash register, restocked inventory, and conducted night audit procedures to maintain financial accuracy.
Sea Containers LondonAssistant Front of House Manager
Dec. 2018 - Oct. 2020London, Greater London, Regno Unito• Mentored junior team members through Continuing Professional Development Buddies Program, fostering growth and team cohesion.
• Managed Rotas for Front of House sections, showcasing strong organizational skills.
• Designed and delivered training programs on up-selling techniques and company policies.
St. James's Hotel and ClubAssistant Manager
Aug. 2017 - Dec. 2018London, Greater London, Regno Unito• Managed general maintenance of the building and resolved room issues in the absence of the maintenance team.
• Assisted guests with queries to ensure top-notch service quality.
• Collaborated with team members to maintain a high standard of service.
St. James's Hotel and ClubNight Manager
Oct. 2016 - Aug. 2017Londra, Regno Unito• Managed CCTV supervision and conducted security floor walks to ensure hotel security.
• Completed daily night audits to maintain hotel accountability and accuracy.
• Prepared property management system for the new day, ensuring seamless operations.
• Handled reservation inquiries and managed overnight deliveries efficiently.
Millennium Hotels and ResortsAssistant Night Manager
Jul. 2016 - Sep. 2016Londra, Regno Unito• Organized and assisted night audit procedures.
• Ensured smooth check-in and check-out procedures, maintaining service quality during the shift.
Millennium Hotels and ResortsShift Leader
May. 2015 - Jun. 2016Londra, Regno Unito• Supervised receptionist team to manage guest flow efficiently.
• Organized breaks and training sessions for team members.
• Cultivated relationships with airline companies for group room bookings.
Millennium Hotels and ResortsReceptionist
Feb. 2014 - May. 2015London, Greater London, Regno Unito• Managed front office duties at Millennium Hotels and Resorts, ensuring smooth check-in/out procedures and exceptional guest service.
• Resolved customer care issues promptly, boosting overall guest satisfaction.
• Handled cash float and maintained financial balance at the end of each shift.
Millennium Hotels and ResortsBartender
Jul. 2012 - Feb. 2014London, Greater London, Regno Unito• Conducted table service and prepared basic cocktails to ensure a high-quality dining experience for guests.
• Achieved consistently high levels of guest satisfaction through attentive service and excellent communication skills.
• Implemented and managed opening and closing procedures to maintain the integrity and security of the establishment.
Millennium Hotels and ResortsWaiter
Jan. 2012 - Jul. 2012London, Greater London, Regno Unito
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