Chiara Facchi
Sesto Fiorentino
Summary
Dynamic Front Office Manager at Rinascimento Fiorentino Srl with a proven track record in optimizing operations and enhancing guest satisfaction. Skilled in effective multitasking and customer relations, I successfully streamlined check-in processes, resulting in a significant increase in positive guest feedback. Adept at team management and fostering collaborative environments.
Overview
18
18
years of professional experience
Work History
Front Office Manager
Rinascimento Fiorentino Srl
11.2013 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
- Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
- Managed room inventory to optimize occupancy rates, adjusting pricing strategies according to market trends.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
Scientific Guide
Associazione Culturale Thetys,
08.2007 - 05.2015
- Maintained safety standards during excursions, resulting in zero accidents or incidents.
- Built personal relationships with guests to promote positive experiences.
- Improved overall guest satisfaction by promptly addressing concerns and implementing appropriate solutions as needed.
- Managed unexpected challenges with flexibility and creative problem-solving, maintaining seamless experiences for guests.
- Developed an extensive knowledge of local history and culture, enabling the provision of accurate information and insightful commentary during tours.
- Guided groups of up to 30 people on scheduled tours.
- Established positive relationships with tour members through fun and engaging conversation.
- Collaborated with other tour guides to provide comprehensive and enjoyable experience.
- Worked closely with management staff to create new and lucrative tours.
- Provided information on various sites throughout area, relaying little-known stories to provide interest.
- Furnished customers with unique experiences by developing and creating new tour routes.
Cashier
Unicoop Firenze
09.2007 - 06.2009
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Streamlined checkout process for increased efficiency and reduced waiting times.
Sales Agent
Sky Italia Srl
09.2007 - 05.2009
- Developed strong relationships with clients through excellent customer service and regular followups.
- Assisted call-in customers with questions and orders.
- Explained features and advantages of [Type] products or services to promote sales.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Informed customers of promotions to increase sales productivity and volume.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Presented professional image consistent with company's brand values.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Education
Bachelor of Science - Natural Sciences
Università Degli Studi Di Firenze
Florence, Italy07-2007
High School Diploma -
Liceo Scientifico A.M.E Agnoletti
Sesto Fiorentino07-1998
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Scheduling and calendar management
- Microsoft Office Suite
- Team management
- Hospitality services
- Administrative skills
- Data entry
- Reservation management
- Staff management
- Documentation and control
- Schedule management
- Administrative support
- Reservations assistance
- Guest relations
- Oral and writing communication
- Issue handling
- Operations management
Travel
I like to visit new places, experience new food and learn story and uses of different countries. I think it increase mindset and comprehension
Languages
English
Upper intermediate (B2)
Italian
Advanced (C1)
Spanish
Beginner (A1)
Timeline
Front Office Manager
Rinascimento Fiorentino Srl
11.2013 - Current
Cashier
Unicoop Firenze
09.2007 - 06.2009
Sales Agent
Sky Italia Srl
09.2007 - 05.2009
Scientific Guide
Associazione Culturale Thetys,
08.2007 - 05.2015
Bachelor of Science - Natural Sciences
Università Degli Studi Di Firenze
High School Diploma -
Liceo Scientifico A.M.E Agnoletti
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