Gaia Scarpa
Corigliano D'Otranto,LE
Profilo professionale
Front Office Agent with two years of experience in the hospitality and customer service industry. Thanks to my language studies, I am able to interact daily with international clients, ensuring clear and professional communication. I have developed skills in handling phone calls, guest reception, and customer assistance, with a strong focus on service quality. Experienced in managing large numbers of guests and group bookings efficiently while maintaining high service standards. Highly organized, able to work under pressure, and strongly hospitality-oriented. Proficient in using reservation management systems and internal communication software.
Panoramica
1
1
Certification
Esperienza lavorativa
Front Office Agent
CampusX SRL
Milano (Sede di Novate Milanese)
2024.05 - ad oggi
- Initially hired as an intern (May 2024) on a 6-month contract; later offered a 3-year apprenticeship contract starting in August 2024.
- Managed bookings and tenant support for 900 student and young professional apartments, assisting clients from property tours and offers to payments, check-in, and ongoing support during their stay.
- Oversaw reservations and guest services for 60 hotel rooms, handling special requests, room assignments, and quality checks in line with company standards.
- Coordinated corporate and tourist group bookings, ensuring smooth logistics, personalized service, and accurate room allocation.
- Managed online reservations through platforms including Booking.com, Expedia, Airbnb, Trip.com, and Hotelbeds.
- Handled invoices, payments, contracts, booking confirmations, and customized rates according to client needs.
- Collaborated daily with housekeeping, maintenance, and food & beverage teams to ensure operational efficiency and guest satisfaction.
- Developed strong customer care, client relationship management, and complaint handling skills, ensuring professional and efficient resolution of guest requests and issues.
Front Office Agent
Hotel Hermitage
Galatina, LE
2018.06 - 2018.07
- Answered hotel phone calls and handled guest requests professionally and efficiently.
- Welcomed guests and ensured a positive customer experience throughout their stay.
- Managed conference groups and coordinated event logistics.
- Wrote and responded to emails with clients and internal teams.
- Prepared event and catering menus with attention to detail.
- Supported daily operations through bar service and room setup when needed.
- Developed strong communication, teamwork, and organizational skills while working with an international clientele.
Istruzione
High School Diploma - Language Track (ESABAC Program)
Liceo Classico F. Capece
Maglie2019-06
Bachelor's Degree - Foreign Languages, Literatures and Cultures
Università del Salento
Lecce2026-05
Certificazioni
- AELS English Language Certificate – Upper Intermediate Level (C1) - Cambridge
- French Language Certification DELF – B2 Level - French Ministry of National Education
- Chinese Language Certification HSK Level 3 - Istituto Confucio Roma
- 2024-09-25 Training Course and Certificate for Fire Safety Team Members (High Risk Level)
- 2024-06-12 Occupational Health and Safety Training Course and Certificate
- Front Office Agent Training Course – ELIS, Rome
- I completed a training course organized by Centro ELIS for Front Office Agent, lasting 5 weeks. During the course, I developed both soft and hard skills, with a particular focus on acquiring advanced organizational abilities and improving teamwork.
- A key part of the training was dedicated to Customer Care, with special attention to understanding and meeting customers’ needs. Practical role-play activities, together with theoretical lessons, allowed me to refine my interpersonal and customer management skills in real-life scenarios.
- First Aid Training Course
- Level in EQF: 1
- 2026-01-01 - 2026-01-31 Complaint Management and Customer Care Training Course
LANGUAGE SKILLS
Mother tongue(s): Italian
Understanding: Listening C1, Reading C1
Speaking: Spoken production C1, Spoken interaction C1
Writing: C1
English: C1
French: B2
Chinese: A2
Hobby e interessi
Sport e interessi: I regularly train in the gym with weights and attend Pilates classes My main interests include reading (especially books in foreign languages), drawing, and painting
DRIVING LICENCE
Driving licence: B
Cronologia
Front Office Agent
CampusX SRL
2024.05 - ad oggi
Front Office Agent
Hotel Hermitage
2018.06 - 2018.07
Bachelor's Degree - Foreign Languages, Literatures and Cultures
Università del Salento
High School Diploma - Language Track (ESABAC Program)
Liceo Classico F. Capece