M.Giovanna Argiolas

Designed and delivered structured onboarding and training programs to improve team engagement, operational confidence, and alignment with Almawaves’wellness philosophy.

• Developed and facilitated “Mindful Onboarding: Integrating Wellness Practices into Daily Workflows”, introducing 10+ new hires/interns to Almawaves’ philosophy, services, and operational routines.
• Created supporting learning materials, guides, and checklists to standardize onboarding and reduce ramp-up time by ~25–30%.
• Collected participant feedback to refine training content and ensure alignment with wellness culture and business goals.
• Planned follow-up sessions focused on service excellence, customer experience, and operational best practices, reinforcing learning and skill retention.

I use a strategic approach to drive adoption, accelerate value realisation, and focus on building long-term relationships.

Recognised for optimising workflows and identifying upsell opportunities;

Nominated for SaaS Award 2022 in the Customer Success Manager category.

Key Responsibilities & Impact

• Owned a strategic portfolio of enterprise accounts worth approx. €2.5 million ARR, consistently maintaining >96% retention
• Led 15+ onboarding and rollout projects, enabling smooth adoption across distributed user groups
• Collaborated with Finance to reduce outstanding customer payments, substantially improving company financial health
• Conducted quarterly business reviews linking adoption KPIs to business outcomes and product value
• Drove NRR growth by identifying adoption gaps and driving feature expansion
• Supported integration use cases to optimise workflows and multi-platform configurations
• Conducted case studies showcasing platform ROI and optimising value communication
• Acted as Voice of Customer, centralising feedback streams and improving feature prioritisation

Key Achievements

• Designed and launched new workflows, spotted upsell opportunities, and strengthened long-term customer relationships

I combined my hospitality expertise with SaaS knowledge to enhance guest experiences and build strong client relationships.

Led initiatives that earned recognition as the best upselling platform by Hotel Tech Report Awards for three consecutive years.

Key Responsibilities & Impact

• Managed 200+ hotel accounts, improving digital adoption and product proficiency
• Reduced onboarding cycle time by 30–40%, accelerating time-to-value
• Delivered structured training sessions and capability enablement within implementation phases
• Developed onboarding resources improving product proficiency for large user groups
• Strengthened cross-communication between Sales and Customer Success teams
• Partnered with Product teams on user feedback and prioritisation of usability improvements
• Guided customers through reporting features, behavioural triggers, and configuration settings

Key Achievements

• Increased product adoption, strengthened client relationships, and supported upselling initiatives

Account Manager — Booking.com HQ, Rimini | 2014–2018
I delivered commercial growth and operational excellence across a high-volume hotel portfolio. Built trusted partnerships, led strategic projects, drove adoption, optimised online availability, and revenue.

Key Responsibilities & Impact

• Managed a diverse portfolio of hotel accounts, ensuring timely communication and effective problem resolution
• Delivered training sessions to help partners maximise online conversion, pricing logic, and operational efficiency
• Gathered customer insights to inform regional demand and marketplace priorities
• Collaborated with Finance to reduce outstanding payments, improving partner satisfaction and renewal consistency
• Initiated, organized, and executed strategic projects driving adoption and long-term loyalty

Key Achievements

• Built trusted long-term partner relationships, led strategic adoption projects, and improved portfolio performance

Led operational departments of a luxury hotel with 70 staff during peak seasons. Focused on optimising workflows, standardising procedures, and delivering training, driving efficiency and guest satisfaction.

Key Responsibilities & Impact

• Designed structured onboarding plans for operational teams, reducing ramp-up time and improving service consistency
• Delivered recurrent training across front office, housekeeping, concierge, and reservations teams
• Implemented SOPs and escalation guidelines, enabling collaboration and service reliability
• Partnered with GM on strategic decisions regarding staffing, revenue, and service optimisation

Key Achievements

• Improved guest satisfaction, streamlined operations, and boosted revenue through collaborative initiatives

I oversaw front office operations, ensuring smooth daily execution, consistent service delivery, and high guest satisfaction.

Key Responsibilities & Impact

• Led two teams of approx. 10–12 employees, managing scheduling, training, and task allocation
• Designed structured training pathways for new hires, improving consistency in customer interactions
• Implemented desk procedures that reduced service time during peak check-in/out
• Built documentation supporting knowledge transfer across rotating and seasonal staff
• Delivered coaching sessions to improve service standards and internal communication
• Acted as escalation point for priority cases, ensuring quick resolution

Key Achievements

• Streamlined front office operations, increasing guest satisfaction scores, team readiness and consistency during peak seasons

I supported front desk operations, providing high-quality service and assisting with daily operational tasks.

Key Responsibilities & Impact

• Managed high-volume customer interactions and communication routing
• Assisted in onboarding new front desk hires
• Supported optimisation of reception workflows and shift rotations
• Ensured service consistency during rotations and shift changes

Key Achievements

• Contributed to improved guest experiences and facilitated efficient workflow for front desk operations