Alberto Messina
Deià
Summary
Highly skilled and personable luxury hotel concierge with extensive experience in delivering exceptional guest service and creating memorable experiences. Possessing a comprehensive understanding of the hospitality industry, I excel in anticipating and fulfilling guests' needs with a focus on exceeding expectations. Adept at providing personalized recommendations, coordinating VIP services, and facilitating seamless logistics, I am committed to upholding the highest standards of customer satisfaction.
Overview
10
10
years of professional experience
Work History
Hotel Concierge
Belmond La Residencia
03.2022 - Current
- Enhanced guest satisfaction by promptly addressing inquiries, providing personalized recommendations for dining and entertainment options.
- Managed guest reservations, effectively handling special requests to create customized experiences tailored to individual preferences.
- Trained new concierge staff members on best practices for delivering exceptional customer service while adhering to company standards and policies.
- Handled customer complaints to satisfy and retain guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Developed strong relationships with local businesses, securing exclusive deals and promotions for hotel guests.
- Provided exceptional service to VIP clientele by anticipating their needs and offering personalized attention throughout their stay.
Vip Hospitality Lounge World Cup Qatar 2022
GL Events Middle East
11.2022 - 12.2022
- Enhanced customer satisfaction by efficiently managing guest reservations and seating arrangements.
- Boosted customer loyalty by providing personalized service and promptly addressing concerns or requests.
- Maintained a clean, organized lounge area for optimal guest comfort and visual appeal.
- Collaborated with team members to ensure seamless service and exceptional guest experiences.
- Coordinated with event planners as needed for private functions held in the lounge area, ensuring a successful outcome for all parties involved.
Night Auditor
Hotel Belmond La Residencia
05.2021 - 11.2021
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Assisted management in forecasting room occupancy rates, optimizing room allocation and maximizing revenue.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
Front Office Receptionist
Hotel Belmond La Residencia
05.2016 - 10.2019
- Streamlined check-in and check-out processes for improved efficiency and reduced wait times.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Provided exceptional customer service, resulting in a high percentage of repeat guests and positive reviews.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Delivered personalized services to VIP guests, ensuring they received top-notch accommodations during their stay.
Front of House Assistant and Night Auditor
Hilton London Tower Bridge
01.2014 - 12.2015
- Enhanced customer satisfaction by providing efficient and courteous service at all times.
- Streamlined front of house operations for improved efficiency and overall guest experience.
- Resolved guest complaints professionally, resulting in increased repeat business.
- Assisted in training new team members, ensuring consistency in service standards.
- Streamlined checkout process for increased efficiency and reduced waiting times.
Education
Associate of Applied Science - Hotel Management
Les Roches International School of Hotel Management
Bluche Randogne -Switzerland 12.2010
Skills
- Hotel Software Knowledge (Infor HMS, Alice, Google Tools, Microsoft package )
- Multilingual proficiency
- Administrative Support
- Organizational Skills
- Problem Solving Abilities
- Guest Relation Expertise
- Customer service orientation
- Attention to detail
- Team player
- Empathy and Patience
References
Available on request
Languages
English
Advanced (C1)
Italian
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
Portuguese
Advanced (C1)
Timeline
Vip Hospitality Lounge World Cup Qatar 2022
GL Events Middle East
11.2022 - 12.2022
Hotel Concierge
Belmond La Residencia
03.2022 - Current
Night Auditor
Hotel Belmond La Residencia
05.2021 - 11.2021
Front Office Receptionist
Hotel Belmond La Residencia
05.2016 - 10.2019
Front of House Assistant and Night Auditor
Hilton London Tower Bridge
01.2014 - 12.2015
Associate of Applied Science - Hotel Management
Les Roches International School of Hotel Management
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