Antonella Frigerio - WIZBII Antonella Frigerio ha pubblicato il suo profilo professionale su WIZBII. A F

Antonella Frigerio

Front Desk Agent

35 anni • Milan

Riepilogo

I am a professional with a background focused in languages and tailored towards the Hospitality services. I own strong communication and interpersonal skills developed both in academic and working environments, with international experiences in UK, Spain and Portugal. My current Front Desk position and my past MICE experience gave me the opportunity to develop coordinating expertise, with a huge focus on planning and delivering, always driven by the achiviement of the full customer satisfaction.

Competenze

TeamworkingExcellent Customer ServiceProblem-solvingStrong Communication And Interpersonal Skills

Esperienze

Front Desk Assistant

07-2015 - OraHôtellerie - RistorazioneMain tasks: ▪ Being responsible for ensuring a top-level guests’ experience, tailoring the service on the specific needs of the different customers’ segments ▪ Evaluating levels of Guest satisfaction and monitoring trends ▪ Individual and group reservations ▪ Managing SAP system ▪ Planning and scheduling meetings, conferences and business trips itinerary ▪ Monitoring office supplies, by loading and receiving orders ▪ Handling caller’s inquiries and routing correspondence ▪ Updating customers, staff and supplier’s databases ▪ Accomplishing all the administration and accounting tasks (invoicing, commissions, claiming outstanding payments) ▪ Carrying out efficient documentations between the executives and the internal departments ▪ Overseeing and organising the work of the team members ▪ Mitigating customers’ complaints ▪ Managing and monitoring all the charges regarding the guests’ stay, promoting the collateral services of the Hotel offer, in a cross-sell/up-sell perspective ▪ Supervising the quality standards of the job tasks of the other staff departments (including Housekeeping, Food&Beverage, Porterage)

MICE and Front Office Agent

02-2015 - 07-2015 Hôtellerie - RistorazioneMICE MAIN TASKS: ▪ Assisting the manager in all the tasks regarding the reservations management, from the contracts signing to the events organization ▪ Drafting a detailed event’s schedule for each department ▪ Monitoring all the services provided by the other departments (including meeting rooms arrangement, Food&Beverage, technical equipments) ▪ Ensuring periodical alignments with the customer’s requirements and needs, in order to achieve the delivery of a smooth event experience ▪ Welcoming clients in hotel and assisting them during the event to ensure that everything continues to run as planned ▪ Follow-up activities in order to evaluate the level of customer satisfaction ▪ Supporting my manager during site inspection activities FRONT OFFICE MAIN TASKS: ▪ Learning about the Hotel organisation in all its departments and processes mapping ▪ Being in charge of all tasks related with customers’ inquiries, reservations handling, check-in/check-out ▪ Mitigating customers’ complaints

Senior Sales and Supervisor

10-2012 - 09-2014 VenditeMain tasks: ▪ Welcoming clients to the store and assisting them by providing a high level of customer service ▪ Running the shopfloor, also supporting the visual merchandiser in the display of the shop windows ▪ Analysing sales and adopting all the corrective actions to meet the target and prevent losses ▪ Met a daily target of £12000; £15000 over the weeekend

Livelli di formazione

Master Tourism Quality Management Uninform Milano

2014 - 2015 Milan, Italy, MilanHôtellerie - RistorazioneGeneral Management Certificates ▪ Expert in Administration and Financial Management ▪ Expert in Tourism Marketing ▪ Front Office Manager ▪ Food & Beverage Manager Specialized Certificates ▪ Professional Congress Organizer – PCO – ▪ Expert in Wellness and Spa ▪ Expert in Cruise Tourism ▪ Expert in Tourism - Airline Companies Technical Certiicates ▪ Internal Auditor SGQ in the Tourism Sector ▪ Expert in Ecolabel in the Tourism Sector ▪ Expert in Safety in the Tourism Sector

Università Degli Studi Di Mi

2008 - 2012 Milan, Italy, MilanIstruzione

Istituto Tecnico Commerciale G.d. Romagnosi

2003 - 2008 22036 Erba, Province of Como, Italy, ErbaContabilità / Controllo di gestione

Lingue parlate

  • Italiano

    Madrelingua

  • Inglese

    Avanzato

  • Spagnolo

    Intermedio

Esperienze extra-professionali

Erasmus experience Universidade Nova de Lisboa – Faculdade de Ciências Sociais e Humanas, Lisbon, Portugal

Erasmus Programme
01-2011 - 07-2011

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