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
Florence, Italy
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,
Florence, Italy
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
Sesto Fiorentino, Italy
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
Florence, Italy
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