Carlo Cori
Spello
Summary
Due to various professional experiences, I've cultivated a strong capacity to adapt to work effectively within teams as well as independently. Notably, my competitive and professional background in tennis has equipped me to handle stressful situations in the workplace and meet tax deadlines when necessary. Furthermore, over time, I've honed my ability to manage relationships with clients and the public, resulting in outstanding communication skills and empathy.
Overview
15
15
years of professional experience
Work History
Director of Hospitality
Relais Le Due Matote
03.2024 - Current
- Enhanced customer satisfaction: Collaborated with culinary teams to revamp food and beverage offerings, leading to a measurable increase in guest satisfaction scores.
- Team leadership: Directed a high-performing team, ensuring exceptional guest experiences and upholding rigorous quality standards.
- Strategic planning and revenue growth: Designed and implemented strategic initiatives to boost revenue in the competitive hospitality sector.
- Financial management: Oversaw budgets and financial performance, achieving profitability without compromising service excellence.
- Sales and operations: Set and approved annual sales targets, event plans, excursion schedules, and gourmet menus.
- Staff management: Organized and maintained staffing schedules, ensuring optimal coverage across all shifts.
- Operational oversight: Supervised key hospitality operations, including reception, housekeeping, and F&B services, ensuring seamless and personalized guest experiences.
- Curated culinary experiences: Partnered with the F&B team to create exclusive food and wine experiences at the gourmet restaurant L'Orangerie.
- Event planning: Managed the planning and execution of exclusive events, such as weddings and bespoke VIP experiences.
- Luxury positioning: Implemented strategies to enhance guest satisfaction and establish the relais as a premier luxury destination in the region.
- Revenue and marketing initiatives: Directed revenue management strategies, including the creation of bespoke promotional packages.
- Client acquisition: Secured new clients through strategic partnerships and recognition from Luxury Group and Residenze d'Epoca.
Assistant General Manager
Collegiate Milan North - Collegiate AC Group - Pre-opening 695 rooms
08.2022 - 10.2023
- Mentored and motivated team members to achieve challenging business goals.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Trained new employees on proper protocols and customer service standards.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Weekly Revenue list to send to the Management Account.
- Supervision of rental contracts and monthly or daily installments.
- Shift planning of Front Office and Maintenance departments
- Inspected rooms for damages and sufficient housekeeping practices.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
Front Office Manager
Salthill Hotel - Byrne Hotel Group 4*
04.2022 - 08.2022
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Created, prepared, and delivered reports to various departments.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Front Office Manager
Borgo Lanciano Resort & Spa 4*
09.2021 - 04.2022
- Training and supporting all the staff of the Front Office
- Revenue Management
- Handling complaints and specific customers requests
- Overseeing the compliance with company’s policies and security requirements
- Scheduling shifts and supervising front-office personnel
- Control of Front Desk tidiness and availability of all necessary stationery.
- Managing records of office expenses and costs
- Ensuring timely and accurate customer service
- Tariff planning agreements with business companies
- Direct bookings of VIP customers
Assistant Head Concierge/Duty Manager
Hotel d'Inghilterra Starhotels Collezione - Small Luxury Hotels 5*
11.2019 - 09.2021
- Member Les Clefs d'Or - Rome Concierges d'Hotel
- Collaborator of the front of the house team
- Assistance and contact point for each guest who is looking for a wide variety of requests from restaurants, bars, clubs, events, museums
- Coordination of VIP guests, pre arrival, arrival, stay and departure in order to guarantee a top service
- Budget supervision of Private Tours, Private Transfers and luxury cars.
- Ability to lead the team and ability to read the needs of guests, customizing each experience
- Control and coordination of private transfers, luggage storage and porterage service from International Airports and Railway Stations, private parking, luggage storage, inventories, deliveries and special requests
- Maintain order and ensure guest satisfaction
- Making excess bookings in case of accidental overbooking.
Concierge
Hotel d'Inghilterra Starhotels Collezione - Small Luxury Hotels 5*
11.2018 - 11.2019
- Customer welcome and assistance
- Follow-up on guests' requests
- Coordinate and manage customer requests: restaurants, private transfers from the airport, organization of the whole day, sale of Private Tours, mail correspondence, switchboard
- Assistance from other departments in order to provide excellent customer service
- Coordinate operations of the Concierge department
- Vip checks on arrival and departure
- Daily checks on correspondence and organized transfers, restaurants, events
- Daily customizations in incoming rooms with amenities
- Direct collaboration with the departments Front Office, F&B, Kitchen, Room Service, in order to obtain a VIP service for our customers.
Front Office Agent
Gran Melià Roma Villa Agrippina-Leading Hotels Of The World 5* Luxury
01.2016 - 10.2018
- Provide information to guests about the services offered by the resort
- Pay attention and accompany guests to the discovery of the resort and give them assistance throughout their stay
- Suggest and offer them unique experiences to live not only within the structure
- Work closely with the Red Level/ Guest department
- Practical upselling trainer & crosselling
- Management of the Night Shift with relative analysis Outlets, control arrivals and departures, debits and accounts, citytax and istat, prints of the departments and management suspended.
Front Office & Concierge Agent
Hotel Maranello Village 4*- Ferrari
01.2015 - 01.2016
- Management of arrivals and departures including payments
- Administrative management of reservations and related receipts/invoices
- Assist guests during their stay by offering them the best possible routes
- Collection of ISTAT data and analysis of guests
- Check questions and crates of the various Outlets, Passage and closing box
- Assistance in booking tours in the Ferrari museum and racing on the track.
- Prepared travel plans, including itinerary, transportation and overnight accommodations.
- Restaurant reservations
Salesman
Avella Company Srl - Import & Export
03.2015 - 09.2015
- Exercised creativity when producing an advertising brochure with product offerings
- Identify and acquire new customers
- Solve evasive customer complaints
- Achievement of sales goals.
Salesman
Centrofarc Spa, Industrial Products
01.2014 - 03.2015
- Customer package management
- Price and sales data management
- Administrative activities, including the preparation of reports and fees and commissions
- Achievement of sales goals.
Salesman
Tre-C Srl
03.2011 - 10.2013
- Achievement of sales goals
- Preparation and sending of activities to the Sales Manager
- Solicit the purchase orders
- Acquire new customers
- Price and sales data management.
Salesman
Steiner Cori - Beverage
11.2009 - 02.2011
- Wholesale of drinks Perugia Expansion of customer portfolio
- Price and sales management
- Purchase orders billing and payments.
Education
The Best Receptionist Of The Year 2017 - 2nd Place
AICR
Amicale Internationale Des Chefs De ReceptionTourism Management
Istituto Bianca Spina
Florence Certificate of Higher Education - Hospitality & Healthcare Services Marketing
Yonsei University
Revenue Management
Melià Revenue Academy - RomeSkills
- Operating Usage Micros Fidelio Opera
- Operating Usage Starrez
- Operating Usage Salesforce
- Operating Usage Ericsoft
- Operating Usage Scrigno
- Microsoft Excel
- Power Point
- Customer service
- Confident communicator
- Customer relations
Languages
Italian
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
Timeline
Director of Hospitality
Relais Le Due Matote
03.2024 - Current
Assistant General Manager
Collegiate Milan North - Collegiate AC Group - Pre-opening 695 rooms
08.2022 - 10.2023
Front Office Manager
Salthill Hotel - Byrne Hotel Group 4*
04.2022 - 08.2022
Front Office Manager
Borgo Lanciano Resort & Spa 4*
09.2021 - 04.2022
Assistant Head Concierge/Duty Manager
Hotel d'Inghilterra Starhotels Collezione - Small Luxury Hotels 5*
11.2019 - 09.2021
Concierge
Hotel d'Inghilterra Starhotels Collezione - Small Luxury Hotels 5*
11.2018 - 11.2019
Front Office Agent
Gran Melià Roma Villa Agrippina-Leading Hotels Of The World 5* Luxury
01.2016 - 10.2018
Salesman
Avella Company Srl - Import & Export
03.2015 - 09.2015
Front Office & Concierge Agent
Hotel Maranello Village 4*- Ferrari
01.2015 - 01.2016
Salesman
Centrofarc Spa, Industrial Products
01.2014 - 03.2015
Salesman
Tre-C Srl
03.2011 - 10.2013
Salesman
Steiner Cori - Beverage
11.2009 - 02.2011
The Best Receptionist Of The Year 2017 - 2nd Place
AICR
Tourism Management
Istituto Bianca Spina
Certificate of Higher Education - Hospitality & Healthcare Services Marketing
Yonsei University
Revenue Management
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