Francesco Veccia
Portici
Summary
Professional with strong background in providing exceptional customer service in high-pressure environments. Adept at ensuring passenger safety and comfort, with focus on team collaboration and adaptability to changing needs. Skilled in communication, and emergency response procedures.
Hard worker, serious on duty, fast-learner, accurate, efficient, reliable, flexible. High sociability and ability to relate positively with a wide range of people from different cultural
background.
Overview
18
18
years of professional experience
Work History
Cabin Crew
Easyjet Airline
11.2018 - Current
- Deliver outstanding customer service, guaranteeing a comfortable, personal, professional and safe atmosphere onboard
- Laisse with flight crew, CM and passengers
- Welcome our customers on board and ensure their journey is safe, easy, fun and on-time
- Deliver services on each flight, including on-board food service and shopping
- Assess, treat, manage and report potentially dangerous events and medical situations
- Accept responsibility for and ensure compliance with cabin safety standards, policies and procedures
- Support team members to ensure a speedy turn-around so that flights depart as scheduled
- Work as part of a team to achieve our sales targets
- Make sure all company policies and procedures are followed on every flight
Cabin Crew
Easyjet Airline
04.2017 - 10.2018
- Deliver outstanding customer service, guaranteeing a comfortable, personal, professional and safe atmosphere onboard
- Laisse with flight crew, CM and passengers
- Welcome our customers on board and ensure their journey is safe, easy, fun and on-time
- Deliver services on each flight, including on-board food service and shopping
- Assess, treat, manage and report potentially dangerous events and medical situations
- Accept responsibility for and ensure compliance with cabin safety standards, policies and procedures
- Support team members to ensure a speedy turn-around so that flights depart as scheduled
- Work as part of a team to achieve our sales targets
- Make sure all company policies and procedures are followed on every flight
Concierge
NCL Norwegian Cruise Line
01.2014 - 04.2016
- Directly responsible for all guests in Concierge-Class accommodations (The Haven, Villas, Suites, Penthouses) plus Recommended VIP guests
- Able to answer inquiries and expedite requests in a gracious and professional manner
- Focus in this position is placed on personalized, individual and professional service
- Wherever possible guests in Concierge-Class accommodations should be kept out of wait lines
- Attention to detail is paramount
- The Butlers are part of the Concierge Team
- The Concierge must liaise closely with the Guest Services Manager, Hotel Director and all Department Heads to ensure all aspects of the Concierge & Butler duties are met
- In order to consistently exceed guest expectations and provide the highest levels of product and services, additional duties and responsibilities were assigned as needed
- Give weekly and monthly feedback and evaluation to butlers team on performance and SOP followed
International Guest Services
NCL Norwegian Cruise Line
03.2013 - 01.2014
- Working at the guest service desk giving general information to the guest, especially to the NON US guests
- Welcome on board talk, assistance for translation, Plans and meeting with hotel director and Guest service manager
- Translation of the Daily program in Italian and/or Spanish
- Assist guests in case of emergency and/or excursion and/or meeting between guest and Head of department
- Assist NON US guests during the cruise and debarkation
- Different runs/cruises around the world such as in North America (departing from NYC or Miami), Caribbean and Europe itinerary
- Coordinate with Guest Service Manager and Guest Service Assistant Manager for activities and information of our guests in the different venue
- Monthly evaluation and end of contract evaluation
- Training from NCL SOPs and NCL regulation for standard procedure
- Participate at the management Training on board for the officers two stripes and above
Front Office Manager
Ata Hotels
12.2013 - 02.2013
- STAGE in Atahotel Ripamonti Residence Milan (Italy) in front office Receptionist
Chief Children Animator
Costa Cruise Line
09.2006 - 07.2010
- In charge of the Kids program on board of the Costa's ships
- Different runs/cruises around the world such as in North America, Caribbean, UAE and Europe itinerary
- Supervisor of youth counsellors to organize kid's activities
- Training counsellors for the Company SOPs and duties
- Coordinate with Hotel Director and Cruise Director for activities and main events for the cruise
Education
IT Computer Science Diploma -
ITIS E MEDI
08.2006
Management Course -
NCL Norwegian Cruise Line
01.2014
Management Course -
Johnson & Wales University
01.2009
Skills
- Training & Coaching
- Communication
- Performance Management
- Customer service
- Time management
- Problem solving
- Safety compliance
- Team collaboration
Languages
English
Advanced (C1)
Spanish
Intermediate (B1)
Italian
Bilingual or Proficient (C2)
Timeline
Cabin Crew
Easyjet Airline
11.2018 - Current
Cabin Crew
Easyjet Airline
04.2017 - 10.2018
Concierge
NCL Norwegian Cruise Line
01.2014 - 04.2016
Front Office Manager
Ata Hotels
12.2013 - 02.2013
International Guest Services
NCL Norwegian Cruise Line
03.2013 - 01.2014
Chief Children Animator
Costa Cruise Line
09.2006 - 07.2010
Management Course -
NCL Norwegian Cruise Line
Management Course -
Johnson & Wales University
IT Computer Science Diploma -
ITIS E MEDI
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