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Summary

  • Team leader, Customer focused
  • Multicultural inter-mediation skills
  • Pro active and organized
  • Strong knowledge of the Online Travel Industry
  • Project Management

Work History

Jan 2015Present

Online Distribution Coordinator

NH Hotel Group

Managing relationships with major Online Travel Agencies for the whole hotel chain, support in negotiation of global deals and agreements. Business analysis and sales review of online distribution channels to align actions to company policies and strategy. Coordination between regional offices (EMEA, South America) and headquarters of global OTAs sales goals and strategy. Planning marketing campaigns with major partners and ROI analysis of overall actions for each region. Best practices implementation and cross regional projects, with the main purpose of increase sales, optimize workflow processes and channel distribution. Managing technical projects dealing with online distribution channels. Planning distribution strategy for new hotels opening. Cost analysis and support to finance departments on invoice issues and process. 

Aug 2012Jan 2015

Channel Management Implementations 

TravelClick

Implementing new hotels and providing a highly customized product; assisting customer from training until after go-live date with walk-through calls, assisting with technical issues and pro-actively suggestion of best practices. Project coordination, handling complex chains implementation projects. Assistance to Partner support team, handling OTAs communications and coordinating process for new integrations, Business Case analysis and evaluation of strategic partnerships. Supporting Product Management with enhancements review. Assistance with new EMEA implementation team creation, (interviews, training, escalation point for complex issues). Reservations delivery expert, handling issues especially during the product launch phase, reporting and forecasting of team productivity. Supervising Channel Management Implementations department during the Manager ́s absence.

Oct 2010Aug 2012

Product Specialist

TravelClick 

Channel Management product specialist, technical assistance for Channel Management, knowledge of main OTA extranet behavior and technical issues.
Coordinating communication and problem solving between Customer Service and  outsourced Technical Team (RateGain). Training Level 1 team, analyzing and developing processes for Customer Care troubleshooting. Weekly follow up with tech team, handling tech tickets, reporting and follow up. Active participation in testing and product development (enhancements, UAT testing).

Oct 2009Oct 2010

Front Desk Agent

Mandarin Oriental, Barcelona

Front desk duties, check-in, check-out, payment processing. Hotel pre-opening experience, assisting in preparing Standard of operations procedures. Responsible for guest amenities and good knowledge of F&B requirements through Room Service. Room check procedures and coordination with the Housekeeping Department. Active interaction with guests in the Lobby and F&B outlets to obtain any feedback and to promote Hotel facilities and service. Private In-Room Check-in for VIP guests

May 2009Sep 2009

Guest Relations, Concierge

Alva Park Resort & Spa, The Small Leading Hotels of the World, Girona

Front desk duties, Concierge duties.

Aug 2008Feb 2009

Guest Relations 

Mandarin Oriental, Tokyo

Concierge, Guest Relations, special care of VIP guests. Ensure that guests are comfortable and all needs are met at the same time to maintain quality and personal service in all areas.Active targeting of frequent visitors and arrangement of meetings in order to establish and maintaining strong, long-term relationships. Support the Assistance Manager in dealing with complaints and mediating in situations of difficult communication between different cultures

May 2007Jul 2008

Guest Relations

Hotel Okura Tokyo

Concierge duties. Maintaining relationships with top end restaurants and scouting of new  ones, as well as interesting activities and off the beaten track activities and destinations in the Tokyo area. Assist the Duty Manager in carrying out their daily tasks, providing special attention to Foreign State Dignitaries and Government Officials visiting Japan. Collecting feedback on service quality in order to improve overall service level; frequent guest program active sales. Language assistance and training to Hotel staff. Support to Tour Coordinator and Sales office for special events

May 2006Dec 2006

Conference & Banqueting Coordinator

Starwood Hotels & Resorts, The Westin Excelsior, Venice Lido

Organize all the events in the hotel, from site inspections to the coordination of each department. Dealing with customers' needs through team-working in order to deliver high-class experience and achieve sales goals.Preparation and coordination of all the in-house events related to the Venice Film Festival. Good insight and knowledge of F&B sales.

Nov 2005Apr 2006

Sales Associate

Foot Locker Ireland, Dublin

Sportswear retail assitant

Education

20112011

Revenue Management Certificate

Cornell University
20002005

Bachelor in Eastern Studies

Ca´Foscari University, Venice

2003 - Kyushu Joshi Daigaku, Fukuoka, Japanese language scolarship

2004/2005 - Erasmus scolarship Rheinische Friedrich-Wilhelms-Universität Bonn, Japanese studies and economics

Languages and Skills

Full proficiency in Italian, Spanish, English. Advanced Japanese (2kyu JLPT). Intermediate Catalan and German.

Understanding of all common computer software for office use Windows and Mac, Microsoft Office, Salesforce CRM,

Opera Server Application, Springer-Miller SMS, Channel Management

Interests

Phytotherapy, natural therapies, yoga teaching, hiking, rock climbing, traveling