Al Mattina (Tourism & Leisure)COO & Owner
Oct. 2017• Managed a family business specializing in short-term rental management, overseeing a portfolio of apartments. Managed bookings through OTA (Online Travel Agency) channel manager and PMS (Property Management System), across various channels (Direct bookings, Website booking engine, Airbnb, Booking.com, Expedia, Google, etc.), designing its operations and automation with a special focus on hospitality and guest satisfaction.
• Developed the procedures and processes, performance metrics and KPIs for each step in the guest accommodation, which are interconnected and used (through Google Sheets and Asana) for a daily, weekly and monthly reporting system, and team meetings, allowing monitoring and overseeing operational efficiency.
• Designed, built and implemented guest-friendly Self-check-in and House Manual instructions, as well as an automatic Guest Stay Information Form app and Guest Portal app.