Andrea Norsa
Florence
Summary
Proactive receptionist dedicated to professional excellence. I worked for five years in this role at the Una Hotels, Hotel Galles. After five years, I moved to Ostelzzz where I worked for 1 year as a barman and receptionist and I took care of reservations at major airports around the world.. I am currently working at Palazzo Portinari Salviati in Florence as a Night Manager. I am flexible regarding working hours and willing to travel or relocate for work. Adaptable professional with experience in office operations and personnel management. Knowledge of managing different aspects of front office tasks, including multi-line phone systems and time management. Practical skills in Hotel Runner, Opera, Ericsoft Suite 5, Protel and Ms Office.
Overview
10
10
years of professional experience
Work History
Night Manager
Palazzo Portinari Salviati
06.2023 - Current
- Sending hotel guests' files to police headquarters
- Building control, every room lights off and air conditioning and heating control working properly
- Checking departures, arrivals and house guests on the following day and for the next 3 days
- Supervise, support, and assist as required all of the nightly operations of the hotel
- Balance the day's charges, making corrections as necessary
- Assures that all financial and credit procedures are followed
- When taking a shift at the desk, follows up on credit problems
- Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings
- Checks cashiers' work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements
Front Office & Reservation Agent
Palazzo Castri 1874
09.2022 - Current
- Answered phone calls, greeted clients, and handled all front desk responsibilities
- Managed front desk operations and customer interactions
- Effectively used task management skills to complete all front desk operations in a timely manner
- Resilient to work under pressure with a strong attitude to offer a solution in case of complaints
- Responsible for cash handling
- Send pre-arrival email to the executive guests in order to personalize their stay
Receptionist & Barista
Ostelzzz
07.2021 - 09.2022
- Greeted and welcomed guests and provided a positive first impression of the organization
- Directed guests and answered their questions
- Notified workers of visitor arrival
- Addressed guest inquiries on the phone and in-person
- Answered phone calls and relay messages to relevant authorities
- Received and sorted mail packages
Front Desk Agent & Concierge
Una Hotels, Hotel Galles
06.2018 - 07.2021
- Designed and implemented guests' rooms as per their specifications Responded effectively to guest service requests and took reservations via telephone
- Facilitated the transfers of guests to and from the hotel while ensuring the safety of their luggage
- Responded to complaints and disturbances that required immediate attention quickly and effectively to ensure optimal customer satisfaction
- Facilitated payment of accommodation bills using credit cards, cash, and e-wallets
Night Auditor
Eraclya - Società Cooperativa
01.2017 - 04.2017
- Responsible for conducting multiple nightly visual sweeps of the property and its surroundings
- Made observations and reports that contributed to the overall maintenance and safety of the property
- Maintained necessary records and reviewed the books daily to ensure that they remained balanced
- Settled any customer disputes in a professional and pleasant manner
- Helped to increase customer return rates by providing excellent customer service at all times
Food Service
Fabbro Food Facility & Energy S.p.a.
05.2015 - 04.2016
- Responsible for conducting multiple nightly visual sweeps of the property and its surroundings
- Made observations and reports that contributed to the overall maintenance and safety of the property
- Collaboration with medical STAFF to define a nutritional plan
- Handled food with sanitation and safety in mind
Education
General English -
Shafston International School
04.2018
General French -
EF Education First
08.2015
Nutrions and economics -
I.t.a.s. Giulio Natta
07.2013
Skills
- Problem Solving
- Decision Making
- Adaptability
- Teamwork
- Microsoft Office
- Ability to Multitask
- Ability to Work in a Team
- Customer Service
- Computer Skills
- Communication Skills
- Ability to Work Under Pressure
Languages
Italian
English
French
References
- Stefano Benazzi, Una Hotel Galles, s.benazzi@gruppouna.it
- Chiara Figini, Palazzo Castri 1874, chiara.figini@renco.it
Hobbies and Interests
- Photography
- Traveling
- Football
- Skiing
- Snowboarding
- Adventure and action films
Personal Information
- Date of Birth: 07/17/92
- Nationality: Italian
- Driving License: B
Timeline
Night Manager
Palazzo Portinari Salviati
06.2023 - Current
Front Office & Reservation Agent
Palazzo Castri 1874
09.2022 - Current
Receptionist & Barista
Ostelzzz
07.2021 - 09.2022
Front Desk Agent & Concierge
Una Hotels, Hotel Galles
06.2018 - 07.2021
Night Auditor
Eraclya - Società Cooperativa
01.2017 - 04.2017
Food Service
Fabbro Food Facility & Energy S.p.a.
05.2015 - 04.2016
General French -
EF Education First
Nutrions and economics -
I.t.a.s. Giulio Natta
General English -
Shafston International School
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