Mara Centurione
Milano,Italy
Summary
Dedicated hotel management professional with several years of experience in hotel business. Leads by example to deliver faultless customer service across hotel departments. Demonstrates exceptional planning, organization and leadership abilities to maintain smooth-running, cost-effective hotel services. Willing to take on greater responsibilities to meet team goals.
Overview
29
29
years of professional experience
Work History
HOTEL MANAGER
Leonardo Hotels 4*
MILAN
08.2018 - 11.2024
- Assessing and reviewing customer satisfaction and service recovery process
- Monitor employee performance and conduct regular evaluations to help improve customer service
- Identifying staff learning needs and assisting with development
- Manage budget/expenses, analyze and interpret financial information and monitor sales and profits
- Communicate with customers when appropriate, welcoming them, address complains, find solutions to problems, offer information, etc
- Deal with maintenance issues, renovations and Capex planning and expenses
- Collaborate with external parties such as supplier, travel agencies, event/conference planners
- Evaluate Hotel performance regularly and enforce strict compliance with health and safety standards
- Cooperate with DOS in order to create and apply marketing strategy in order to promote hotel services and amenities
- Reporting to Cluster General Manager
- Negotiated favourable contracts with vendors, reduced operational costs.
- Conducted regular property inspections to maintain high standards of cleanliness and repair.
- Coordinated front desk operations, ensured smooth guest experiences.
- Established effective communication channels between departments for seamless operation.
- Assisted in marketing campaigns to increase hotel visibility.
- Investigated negative reviews and took corrective action enhancing future guest experiences.
- Oversaw budgeting process, ensuring financial efficiency.
- Led team meetings, fostering culture of transparency and accountability.
- Led by example, embodying positive work ethic and motivating staff for peak performance.
- Managed customer service interactions, addressing concerns and preserving positive experiences.
- Stored cash floats and delivered secure banking procedures.
- Met health and safety guidelines to maintain compliant working environments.
- Oversaw inventory and stock management, optimizing levels for operational continuity.
- Inspected facility to identify and promptly address maintenance needs.
- Used customer satisfaction survey findings to address improvement areas.
- Managed hotel budgets through careful planning and business strategy.
- Developed and implemented hotel-wide policies and procedures to increase revenue.
- Managed all hotel operations, ensuring high-quality service delivery.
- Implemented cost-saving strategies to minimize unnecessary expenditure.
ROOM DIVISION MANAGER
Leonardo Hotels 4*
MILAN
02.2017 - 08.2018
- Oversee Rooms Division operations including, Reception, Maintenance and Housekeeping
- Evaluate Guest satisfaction levels and monitor trends focusing on continuous improvement
- Operate within departmental budgets through effective stock and cost controls and well managed schedules
- Set departmental targets and objectives, work schedules, budgets, and policies and procedures
- Monitor appearance, standards and performance of Room Division Team with emphasis on training and teamwork
- Ensure team members have up-to-date knowledge of all room categories and amenities
- Maintain good communication and work relationships in all hotel areas and with external customers and suppliers
- Recruit, manage, train and develop Room Division team
- Contribute to succession planning within hotel and company
- Ensure team members comply with hotel security, fire regulations and all health and safety legislation
- Coordinated with maintenance team to resolve issues promptly.
- Conducted regular inspections of rooms and facilities for quality assurance.
- Assisted in budget planning and cost management for rooms division.
- Addressed all guest complaints effectively, maintaining high levels of customer satisfaction.
FRONT OF HOUSE MANAGER
Una Hotels Roma 4*
Rome
07.2010 - 02.2017
- Lead team of 15 people, including reservation, administration and meeting clerk
- Plan and coordinate activities for Front Desk, control staff behaviour and appearance, asses and help when required, allocate rooms with special needs, VIP welcome and treatment
- Dealing with all guest service situations while continually ensuring guest satisfaction about Hotel standards
- Communicate with other departmental manager organizing and coordinating tasks
- Supervising all administration duties such as checking that ledger folios are issued correctly, that group billings are issued as per contract, that invoices are promptly sent to customers, that commissions to travel agency are correct , etc
- Cooperate closely with GM, producing statistical reports acts to monitor progress vs budget
- Manage customer satisfaction by interacting directly with clients, preparing and publishing answers to online reviews
- Since January 2015 in charge for monthly employee attendance report using detection system presences 'Timecard'
- Managing purchases orders for FO department, using SAP management system
- As RLS making sure that Health and Safety standards and procedures are adhered to
- Led team of 12 Front office staff to deliver friendly, engaging and efficient front office service in 199 room property.
FRONT OFFICE MANAGER
Palazzina Grassi 5*L
Venice
05.2009 - 07.2010
- Contributed actively for pre-opening of the Hotel, cooperating with Hotel Manager for personnel employment and suppliers research and implementations of SOPs
- Responsible for organization of Reception and Housekeeping departments and for training of relative personnel employed
- Supervising all administration duties such as invoices, payments, commission etc
- Managing purchasing orders for stationery, laundry, minibar items and cleaning products
GUEST RELATION MANAGER
Ca’ Sagredo Hotel 5*L
Venice
04.2007 - 05.2009
- Welcoming and assisting guests throughout the entire stay trying to satisfy at best all requests received before their arrivals
- Organizing VIP list and welcome cards and coordinating with Front Office and F&B departments all details and relative amenities
- Supporting Reception with check ins and outs when necessary
FRONT OFFICE MANAGER
Una Hotel Tocq 4*
Milan
08.2003 - 04.2007
- Leading a team of 10 people including reservation department and administration clerk
- Responsible for Front Desk team training and development
- Supervising overall activities of reservation office including online distribution and groups quotation
- Managing stationary order, supervise administration duties such as payments, ledger and supervising meeting and conference department when needed
- In charge of meeting department only during specifics periods such as staff holidays
- Assisting GM in daily operations and duty management shifts
RECEPTION MANAGER
Brown’s Hotel 5*L
London
12.1999 - 08.2003
- Started originally in the 1837 Restaurant at Brown's Hotel as waitress and had the opportunity to move later to the Front Office covering initially the position of Receptionist (1999/2000), Reservation Agent (2001), Reception Shift Leader and Duty Manager (2002)
- Responsible for the organization and the operation of the Reception and Switchboard department, for guest satisfaction and complain handling, for team Training & Development
- Duty Management and Night Management Shifts
RECEPTIONIST
Residence La Selva
Stresa - Lake Maggiore
08.1998 - 11.1998
BREAKFAST WAITRESS
Preysing Hotel
Munich
03.1998 - 08.1998
CHAMBERMAID
Max Emanuel Hotel & Residenzen
Munich
03.1997 - 02.1998
OFFICE JUNIOR
Docflow Italia Ipsoa Editore
Milan- Assago
12.1996 - 02.1997
- General office duties, switchboard operations
RECEPTIONIST
Bentley Srl
Milan- Assago
09.1996 - 02.1997
Breakfast Waiter
JOLLY HOTELS
Milan- Assago
12.1995 - 12.1996
Education
General Management for Hotel Industry - Advanced models and tools for managing the hospitality sector
SDA Bocconi School of Management
MilanoDiploma in Business Studies and Languages - Economics and Language
Ersilia Bronzini Majino
Milan 04.2001 -
Skills
- Excellent communication skills
- Ability to manage multiple projects and work assignments
- High leadership and motivation personality
- Good attitude to solve problems and turn them into opportunities
- Great attitude to work in team
- Customer satisfaction enhancement
- Budgeting and financial planning
- Employee training and development
- Hotel operational management
- People Management
- Revenue Management
- Hospitality etiquette
Accomplishments
- Zertifikat Deutsche als Fremdesprache, Muenchner Volkshochschule, 1998
- Complain Handling, Hospitality Customer Service and Hospitality Service, Brown’s Hotel, 2001-2003
- Principles of Revenue Management, 2005-2016
- First Aid at work, 2002-2005, 2008-2012, 2015
- Fire Training, 2007-2012
- RLS Course, 2015
- Social Media Marketing, 2016
Languages
English
Proficient (C2)
French
Intermediate
German
Intermediate
Italian
Native
Affiliations
- Travelling, Reading, Cooking, Art and architecture, Fashion
Timeline
HOTEL MANAGER
Leonardo Hotels 4*
08.2018 - 11.2024
ROOM DIVISION MANAGER
Leonardo Hotels 4*
02.2017 - 08.2018
FRONT OF HOUSE MANAGER
Una Hotels Roma 4*
07.2010 - 02.2017
FRONT OFFICE MANAGER
Palazzina Grassi 5*L
05.2009 - 07.2010
GUEST RELATION MANAGER
Ca’ Sagredo Hotel 5*L
04.2007 - 05.2009
FRONT OFFICE MANAGER
Una Hotel Tocq 4*
08.2003 - 04.2007
Diploma in Business Studies and Languages - Economics and Language
Ersilia Bronzini Majino
04.2001 -
RECEPTION MANAGER
Brown’s Hotel 5*L
12.1999 - 08.2003
RECEPTIONIST
Residence La Selva
08.1998 - 11.1998
BREAKFAST WAITRESS
Preysing Hotel
03.1998 - 08.1998
CHAMBERMAID
Max Emanuel Hotel & Residenzen
03.1997 - 02.1998
OFFICE JUNIOR
Docflow Italia Ipsoa Editore
12.1996 - 02.1997
RECEPTIONIST
Bentley Srl
09.1996 - 02.1997
Breakfast Waiter
JOLLY HOTELS
12.1995 - 12.1996
General Management for Hotel Industry - Advanced models and tools for managing the hospitality sector
SDA Bocconi School of Management
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