Beatrice Molteni
Cantù
Summary
Delivers attentive guest relations through personalised recommendations, warm welcomes, and prompt resolution of enquiries. Coordinates special requests and arrangements to support a seamless and pleasant guest experience. Liaises with internal teams and external partners to organise bookings, transfers, and local services.
Overview
4
4
Languages
1
1
Certification
2
2
years of professional experience
Work History
Guest Relations Agent
Villa d'Este
Como, Italy
03.2026 - Current
- Greeted guests upon arrival, offering a warm welcome and providing immediate assistance.
- Resolved guest queries and concerns promptly, ensuring high levels of satisfaction.
- Maintained detailed knowledge of hotel facilities, services, and local attractions to offer personalised recommendations.
- Provided guests with information about local attractions, dining options, and transport, enhancing their stay.
- Managed telephone enquiries, efficiently handling reservations, cancellations, and modifications to bookings.
- Prepared for guest arrival, directing housekeeping to ready rooms and add special welcoming touches.
- Coordinated special arrangements for VIP guests and events, customising services to meet individual preferences.
- Facilitated dining arrangements for guests, enhancing their culinary experiences during their stay., excursions and private transfers for guests.
- Liaised with external vendors and partners to arrange guest services such as transportation and local tours.
- Trained new concierge staff, emphasising the importance of exceptional customer care.
Guest Services Agent
Villa d'Este
Como, Italy
03.2025 - 01.2026
- Managed phone calls, addressing questions and resolving complaints to enhance guest satisfaction.
- Operated multi-line telephone console to efficiently triage calls, ensuring effective communication among staff and guests.
- Collaborated with housekeeping and maintenance to address needs of guests, increasing customer satisfaction.
- Updated guest profiles and preferences in the hotel management system for personalised service.
- Registered guest information in hotel database, ensuring accuracy for personalised service and tracking preferences.
- Stayed up-to-date on events and services to provide guests with relevant, local knowledge.
Education
Bachelor of Arts - Foreign languages
Università Cattolica del Sacro Cuore
Milan, MI01-2024
Skills
- Guest relations
- Customer service
- Personalised service
- Telephone etiquette
- Conflict resolution
- Problem-solving
- LQA compliance
- Forbes compliance
- Positive attitude
Languages
Italian
First Language
English
Proficient
C2
French
Intermediate
B1
German
Beginner
A1
Certification
- LQA Upfront Five Star Luxury Training Module. Front of House - Concierge&Guest Services. March 2025
- Professional Certificate in Self Leadership completed at SDA Bocconi in Milan. Jan 2025 - Jan 2026
- Certificate of Achievement - General English at KI at Santa Barbara. From 7/10/2024 to 1/11/2024
Timeline
Guest Relations Agent
Villa d'Este
03.2026 - Current
Guest Services Agent
Villa d'Este
03.2025 - 01.2026
Bachelor of Arts - Foreign languages
Università Cattolica del Sacro Cuore