Carlo Soldani
Siena
Summary
Hospitality professional with history of optimizing room operations and ensuring high guest satisfaction. Known for fostering collaborative team environments and consistently achieving operational goals. Adaptable and reliable with expertise in staff training and customer service excellence.
Long experience with international hotel group Orient-Express Hotels, now Belmond, for which I worked as Front Office Manager at Villa San Michele
in Fiesole, starting from 1995, and as Front Office Manager for two years at the Hotel Caruso Ravello, on the Amalfi Coast.
From 2003 to 2012 I was also trainer for junior and senior employees of all Front Office Departments for the 6 italian Orient-Express (Hotel Cipriani in Venice, Hotel Splendido in Portofino, Villa San Michele in Fiesole, Hotel Caruso in Ravello, Grand Hotel Timeo and Villa Sant'Andrea in Taormina).
My last experiences made me be part of more genuine and granular aspects of hotel business.
I am ready now to dedicate to a new company my skills and knowledge.
I consider myself a professional and reliable person, and during my career I have received compliments and expressions of great appreciation for my work by colleagues, employees and especially customers, through the reviews on major sites dedicated to hotel.
Let me note, among many, a mention by the author Valerie Mendes, mother of director Sam Mendes, on the page: Gratitude to... in his book : Coming of Age as well as a special dedication by Ludovic Bource, winner of the Oscar for the soundtrack of The Artist on which he describes the way I work and my ability to take care of Guests.
Overview
38
38
years of professional experience
Work History
Rooms Division Manager
Grand Hotel Cavour
12.2016 - Current
- Trained new employees on standards and hotel procedures.
- Upheld high standards for customer service and led by example.
- Inspected rooms for damages and sufficient housekeeping practices.
- Streamlined operations for increased efficiency, focusing on staff scheduling and resource allocation.
- Conducted thorough competitor analysis to stay updated on industry trends while strategizing ways to outperform rivals in the market.
- Elevated service standards by conducting regular quality assurance inspections and providing timely feedback to staff.
Front Office Manager
Grand Hotel Principe Di Piemonte
03.2015 - 10.2016
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Created, prepared, and delivered reports to various departments.
Front Office Manager
Relais La Suvera – La Suvera Promotion Srl
07.2014 - 10.2014
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
Sales & Marketing Manager
Relais dell'Orologio
05.2014 - 06.2014
- Analyzed sales and marketing data for improved strategies.
- Improved brand visibility with well-executed promotional campaigns and engaging social media content.
Front Office Manager
Hotel Caruso – Orient-Express Hotels
07.2012 - 12.2013
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Coordinated closely with the sales team on promotional strategies, resulting in increased occupancy rates and revenue generation.
- Collaborated with housekeeping department to ensure timely room availability and optimal cleanliness.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Capo Ricevimento
Villa San Michele – Orient Express Hotels
04.2009 - 07.2012
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer concerns promptly.
- Trained and mentored new team members, contributing to a high-performing front desk team.
- Created a welcoming environment for guests upon arrival by maintaining a clean and organized reception area.
- Handled high-pressure situations calmly, resolving guest issues in a professional manner while maintaining exceptional service standards.
- Collaborated with other departments to create seamless experiences for guests during their stay.
- Assisted sales department in promoting hotel services such as event spaces or conference packages when interacting with potential clients or businesses staying at the property.
Receptionist (tempo indeterminato)
Villa San Michele – Orient Express Hotels
04.2002 - 04.2009
- Provided exceptional customer service for a memorable stay, addressing guest inquiries and resolving issues promptly.
- Enhanced guest satisfaction by efficiently managing check-ins and check-outs at the hotel reception.
- Developed strong rapport with guests through active listening, empathetic responses, and consistent follow-up on requests or concerns.
- Demonstrated adaptability during busy periods by multitasking effectively to manage competing demands without compromising quality of service.
- Coordinated transportation arrangements for guests as needed, liaising with external providers for seamless experiences.
Receptionist
Hotel Garden
01.2002 - 04.2002
Receptionist (contratti a tempo determinato)
Villa San Michele – Orient Express Hotels
04.1995 - 12.2001
Receptionist
Hotel Helvetia & Bristol – Royal Demeure Hotels
11.1998 - 03.1999
Receptionist (contratti a tempo determinato)
Hotel Residence Roccamare
06.1987 - 10.1994
Education
Student - Facoltà di Economia e Gestione delle Scienze Turistiche
Università di Firenze
01.2006
Degree - Business Management
ISP Srl
01.2005
Degree - Tourism – new professionals
Provincia di Siena
01.1997
Degree - Business and Tourist Management and Marketing
CNA
01.1991
Degree - Tour Operator
I.P.C. G. Caselli
01.1990
Degree - Hotel Receptionist
I.P.A.S. P. Artusi
Chianciano Terme, SI01.1988
Skills
- Mother tongue(s): Italian
- Other language(s): English, French
- Communication skills: Excellent communication skills, perfected through courses of theater and dubbing I have been involved on several occasions in the recording of commercials for international companies and radio stations For my skills as a communicator and marketing expert, in 2009 I was involved by the Sales & Marketing Manager Andrea Filippi of Orient-Express (now Belmond) to independently conduct an action of Sales Calls in Lazio and Tuscany Great feedback of business In 2011, replacing one of the GMs, I was selected to present the Orient-Express Hotels at the Italy Roadshow in London, Chester and Paris, Roadshow which involved the major English and French Tour Operators and Travel agents
- Managerial skills: Proven experience in the organization of the department and in the management of resources Ability to select and monitor the performance of the different departments of Room Division Broad competencies on actions to employee training Thorough understanding of the business dynamics and the importance of collaboration between all departments of the hotel, by following LHW standards Excellent leadership skills Technical knowledge and extensive spread on the various departments (Rooms Division, Food & Beverage, Maintenance, Sales & Marketing, Public & Guest Relations)
- Job-related skills: Adaptability, good preparation in the context of problem solving and managing complaints Extensive experience and rich expertise in income audit, debt collection, travel agents commission payments, contracts with tour operators Extensive knowledge of the techniques of up-selling and cross-selling Excellent response and containment of the department in the area of workplace stress Expert in techniques aimed at achieving customer satisfaction and business results, according to the quality standards LHW Professionalism, integrity, honesty and fair spirit of sacrifice are the basis of my Hotel professional being
- Computer skills: Massive capacity and competence in the use of software of hotel management and sale of the Hotel online Fluent use of Microsoft Office tools
- Driving licence: A - B
PERSONAL SKILLS
Mother tongue(s): Italian
Other language(s): English, French
English: C2 (Listening, Reading, Spoken interaction, Spoken production, Writing)
French: C2 (Listening, Reading), C1 (Spoken interaction, Spoken production, Writing)
Awards
1999:1 Evaluated in Tuscany and2 Evaluated at Italian Final, "The Young Receptionist of the Year" - organizzato da A.I.C.R. Italia
PREFERRED JOB
- Front Office Manager
- Room Division Manager
- Resident Manager
Timeline
Rooms Division Manager
Grand Hotel Cavour
12.2016 - Current
Front Office Manager
Grand Hotel Principe Di Piemonte
03.2015 - 10.2016
Front Office Manager
Relais La Suvera – La Suvera Promotion Srl
07.2014 - 10.2014
Sales & Marketing Manager
Relais dell'Orologio
05.2014 - 06.2014
Front Office Manager
Hotel Caruso – Orient-Express Hotels
07.2012 - 12.2013
Capo Ricevimento
Villa San Michele – Orient Express Hotels
04.2009 - 07.2012
Receptionist (tempo indeterminato)
Villa San Michele – Orient Express Hotels
04.2002 - 04.2009
Receptionist
Hotel Garden
01.2002 - 04.2002
Receptionist
Hotel Helvetia & Bristol – Royal Demeure Hotels
11.1998 - 03.1999
Receptionist (contratti a tempo determinato)
Villa San Michele – Orient Express Hotels
04.1995 - 12.2001
Receptionist (contratti a tempo determinato)
Hotel Residence Roccamare
06.1987 - 10.1994
Degree - Business Management
ISP Srl
Degree - Tourism – new professionals
Provincia di Siena
Degree - Business and Tourist Management and Marketing
CNA
Degree - Tour Operator
I.P.C. G. Caselli
Degree - Hotel Receptionist
I.P.A.S. P. Artusi
Student - Facoltà di Economia e Gestione delle Scienze Turistiche
Università di Firenze
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