Summary
Overview
Work history
Education
Skills
Languages
Custom
Timeline
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Alan Klement

Alan Klement

Lucca,Italy

Summary

Experienced Front Desk Agent with a demonstrated history of working in the tourism industry.

Skilled in conflict resolution, financial reporting and concierge assistance. Committed to leveraging these skills to enhance operational efficiency and customer satisfaction in a dynamic work environment.

Overview

10
10
years of professional experience

Work history

Night auditor

Starhotels
Florence, Italy
02.2023 - 02.2025
  • Opera PMS, managed reservation system effectively, ensuring accuracy of bookings
  • Assisted with check-ins and check-outs, streamlining hotel operations
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions
  • Efficiently resolved guest complaints and ensured that issues were addressed promptly
  • Utilised Opera PMS to audit room rates, charges, reconciles and balances revenues with accuracy
  • Anticipated guests' needs and responded to all requests within a reasonable amount of time
  • References - Ristori Francesco - Front House Manager

Commis de rang

Ristorante Boccaccio
Ulm, Germany
02.2022 - 01.2023
  • Ensured customer satisfaction by providing excellent table service
  • Managed restaurant closing duties, from cleaning dining areas to cashing up tills
  • Checked frequently on guest needs and retrieved items, filled beverages, or answered questions
  • Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards
  • Cleaned and set tables quickly after customers left to maximise restaurant capacity
  • References - Serrao Vincenzo - Owner

Concierge

Hugoshotels
San Julian’s, Malta
02.2019 - 10.2019
  • Managed front desk operations effectively during peak hours
  • Organised special requests from guests, ensuring attention to detail
  • Provided personalised services to guests, improving their stay experience
  • Coordinated transportation arrangements for timely pick-ups and drop-offs
  • Delivered exceptional service to VIP guests, exceeding expectations

Guest Services Agent

Planetaria Hotels
Florence, Italy
05.2018 - 01.2019
  • Protel PMS, managed incoming calls, ensuring professional service
  • Improved customer satisfaction by managing complaints effectively
  • Managed payment transactions with utmost accuracy and honesty
  • Ensured smooth check-ins and check-outs for optimal guest experience
  • Maintained excellent product and service knowledge to offer helpful customer guidance
  • Provided hotel information for guest convenience

Guest Services Agent

Hotel Leonardo Da Vinci****
Florence, Italy
01.2017 - 01.2018
  • Managed incoming calls, ensuring professional service
  • Improved customer satisfaction by managing complaints effectively
  • Managed payment transactions with utmost accuracy and honesty
  • Ensured smooth check-ins and check-outs for optimal guest experience
  • Maintained excellent product and service knowledge to offer helpful customer guidance
  • Provided hotel information for guest convenience

Front desk agent

Room Mate Hotels
Florence, Italy
03.2016 - 09.2016
  • Opera PMS, Managed incoming calls, ensuring professional service
  • Improved customer satisfaction by managing complaints effectively
  • Managed payment transactions with utmost accuracy and honesty
  • Ensured smooth check-ins and check-outs for optimal guest experience
  • Maintained excellent product and service knowledge to offer helpful customer guidance
  • Provided hotel information for guest convenience

Front desk agent

FH55 Hotels
Florence, Italy
09.2015 - 02.2016
  • Opera PMS, Managed incoming calls, ensuring professional service
  • Improved customer satisfaction by managing complaints effectively
  • Managed payment transactions with utmost accuracy and honesty
  • Ensured smooth check-ins and check-outs for optimal guest experience
  • Maintained excellent product and service knowledge to offer helpful customer guidance
  • Provided hotel information for guest convenience

Front desk agent

Collezione EM
Florence, Italy
04.2015 - 09.2015
  • Opera PMS, Managed incoming calls, ensuring professional service
  • Improved customer satisfaction by managing complaints effectively
  • Managed payment transactions with utmost accuracy and honesty
  • Ensured smooth check-ins and check-outs for optimal guest experience
  • Maintained excellent product and service knowledge to offer helpful customer guidance
  • Provided hotel information for guest convenience

Education

Diploma - Technical tourism professional

Istituto Superiore Istruzione "Sandro Pertini"

Skills

  • Troubleshooting it issues
  • Organisational proficiency
  • Hospitality ethics
  • Knowledge of financial reporting
  • Time management efficiency
  • Resilience under stress
  • Conflict resolution expertise
  • Concierge assistance
  • Revenue reporting
  • Management of online bookings

Languages

Italian
Native
Russian
Native
Spanish
Advanced (C1)
English
Advanced (C1)

Custom

I hereby consent to the processing of my personal data in accordance with the GDPR (Regulation (EU) 2016/679)" o "I authorize the processing of my personal data contained in this CV for the purposes of recruitment and selection"

Timeline

Night auditor

Starhotels
02.2023 - 02.2025

Commis de rang

Ristorante Boccaccio
02.2022 - 01.2023

Concierge

Hugoshotels
02.2019 - 10.2019

Guest Services Agent

Planetaria Hotels
05.2018 - 01.2019

Guest Services Agent

Hotel Leonardo Da Vinci****
01.2017 - 01.2018

Front desk agent

Room Mate Hotels
03.2016 - 09.2016

Front desk agent

FH55 Hotels
09.2015 - 02.2016

Front desk agent

Collezione EM
04.2015 - 09.2015

Diploma - Technical tourism professional

Istituto Superiore Istruzione "Sandro Pertini"

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Alan Klement