Claudia Pisu
Quartu Sant'Elena,CA
Summary
With a Master's degree from IULM University and ongoing advanced studies, my dedication to the ever-evolving landscape of hospitality is unwavering. As a results-driven professional, I am passionate about delivering exceptional support tailored to customer needs. I bring a strong background in customer relations and communication, and I'm fueled by a genuine enthusiasm for enhancing guest experiences. My motivation to continuously learn and adapt ensures that I stay at the forefront of industry trends, always striving to exceed expectations and contribute positively to any team or organization I work with.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Assistant Front Office Manager
Accor - Sofitel Washington DC Lafayette Square
09.2023 - 09.2024
- Oversaw the Front Desk operations while acting as Manager on Duty.
- Resolved customer complaints from all areas of the hotel.
- Initiated and implemented up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
- Trained new-hires on front office procedures and coached employees through day-to-day work and complex problems.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Drafted employee work schedules to fill coverage gaps.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
Rooms Division - Manager in Training
The Hay Adams
03.2022 - 03.2023
- Developed a versatile skill set through cross-training in multiple departments, including housekeeping management, reservations, and food & beverage.
- Responsible for managing and training teams of up to 8 people from diverse cultural and educational backgrounds.
- Run daily reports, select and block rooms for arriving guests.
- Worked closely with Accounting department on follow-up items, i.e., rejected credit cards, employee cashiering discrepancies, etc.
- Upheld high standards for customer service and led by example.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Front Desk Agent
Accor - Pullman Timi Ama Sardegna
07.2021 - 10.2021
- Oversaw fast-paced front desk operations and guests' needs at busy resort.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Promoted hotel brand's loyalty program.
- Answered customer telephone calls promptly and appropriately handled needs.
Pool Front Desk and Lifeguard
Forte Village Resort
07.2018 - 08.2020
- Provided friendly customer service to guests and addressed concerns / emergency situations.
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Completed daily pool maintenance duties by checking chlorine levels, pH levels and other water chemistry.
Receptionist Intern - Erasmus
International House Bristol
06.2017 - 08.2017
- Assisted with onboarding new students and securing paperwork completion.
- Corresponded with clients through email, telephone, or postal mail.
- Answered phone promptly, responded to inquiries and directed incoming calls to correct offices.
- Developed and maintained current spreadsheets for tracking and analysis of office data.
- Managed multiple tasks and met time-sensitive deadlines.
Education
Master's Degree in International Tourism and Hospitality - Hospitality Management
IULM University
Milan, Italy07.2022
Bachelor of Arts - Interpreting And Translation
SSML Verbum
Cagliari, Italy12.2019
Skills
- Cultural Sensitivity
- Workflow Optimization
- Front Desk Operations
- Guest Relations Management
- Complaint Handling
- Property Management Systems (Opera)
- Scheduling
- Teamwork
- Data Analysis
- Microsoft Office Suite
- TM Translation Systems
Certification
- Luxury Marketing and Client Experience, Iulm University, 07/2021
- Certification in Hotel Industry Analytics (CHIA), American Hotel & Lodging Association, 06/2021 - 06/2026
- Google Digital Training - Fundamentals of Digital Marketing, 12/2020
- B1 Russian Certificate, Liden & Denz Saint Petersburg, 12/2018
- Lifeguard & Water Safety Training, 05/2018
Accomplishments
- Sustainability: The evolution of luxury for future generations (07/2021)
- Consultancy Project for Dorchester Collection
Languages
Italian
English
Spanish
Russian
Timeline
Assistant Front Office Manager
Accor - Sofitel Washington DC Lafayette Square
09.2023 - 09.2024
Rooms Division - Manager in Training
The Hay Adams
03.2022 - 03.2023
Front Desk Agent
Accor - Pullman Timi Ama Sardegna
07.2021 - 10.2021
Pool Front Desk and Lifeguard
Forte Village Resort
07.2018 - 08.2020
Receptionist Intern - Erasmus
International House Bristol
06.2017 - 08.2017
Master's Degree in International Tourism and Hospitality - Hospitality Management
IULM University
Bachelor of Arts - Interpreting And Translation
SSML Verbum
- Luxury Marketing and Client Experience, Iulm University, 07/2021
- Certification in Hotel Industry Analytics (CHIA), American Hotel & Lodging Association, 06/2021 - 06/2026
- Google Digital Training - Fundamentals of Digital Marketing, 12/2020
- B1 Russian Certificate, Liden & Denz Saint Petersburg, 12/2018
- Lifeguard & Water Safety Training, 05/2018
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