Irene Soncini
Gualtieri (RE)
Summary
I am a dynamic and sociable person, with passion for work that allow me to have an ongoing relationship with the guest. I also consider myself very ambitious and eager to learn as much as possible from the work I am doing. I like organization and precision in the work environment. I find it stimulating to cooperate together with my colleagues in order to achieve common goals. A couple of years ago I discovered the world of hotel industry, which contains within it what I like to do most.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
Grand Hotel Timeo
06.2023 - 12.2023
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Front Desk Agent
Forte Village Resort
04.2022 - 11.2022
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Customer Service Representative
Airbnb - Webhelp
06.2021 - 10.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Western Union - Teleperformance
12.2019 - 05.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services, and company information.
Sales Clerk
Bagel Factory
09.2015 - 06.2016
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Kept front check out area clean and organized for efficient service.
- Processed payments and returns with accuracy and efficiency.
- Opened and closed store by balancing cash registers and receipts.
Education
French Course
Alliance Francaise
Montpellier04.2024
Hospitality
Mètiers D'Excellence LVMH
Italy05.2023
Master's Degree - 5 Stars Hotel Management
Luiss Business School
Rome (Italy)11.2022
Bachelor's Degree - Political Science And International Relations
Alma Mater Studiorum
Bologna/Forlì (Italy)10.2019
Skills
- Credit and Cash Payments
- Safety and Security Procedures
- Information Protection
- Registration Processing
- Front Office Support
- Team Building
- Hospitality Services
- Guest Services
- Problem-Solving Skills
Languages
English
Advanced (C1)
French
Intermediate (B1)
Timeline
Front Desk Agent
Grand Hotel Timeo
06.2023 - 12.2023
Front Desk Agent
Forte Village Resort
04.2022 - 11.2022
Customer Service Representative
Airbnb - Webhelp
06.2021 - 10.2021
Customer Service Representative
Western Union - Teleperformance
12.2019 - 05.2021
Sales Clerk
Bagel Factory
09.2015 - 06.2016
French Course
Alliance Francaise
Hospitality
Mètiers D'Excellence LVMH
Master's Degree - 5 Stars Hotel Management
Luiss Business School
Bachelor's Degree - Political Science And International Relations
Alma Mater Studiorum
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