Marianna Squitieri

• Conducted market research to identify target audiences and optimize marketing efforts.
• Contributed to the creation of compelling content for company blog, newsletter, and website.
• Researched interesting and relevant content to capture interest and improve site traffic.
• Assisted in creating written, video, and image content for marketing channels.
• Participated in brainstorming sessions, contributing fresh ideas that led to innovative marketing initiatives.
• Redesign website and website optimization.
• WordPress
• Canva
• Adobe Suite
• CapCup
• Google Workshop

• Front Office:
  Greet and welcome guests with a friendly and professional demeanour.
  Handle guest check-ins and check-outs efficiently, ensuring accuracy and timely service.
  Assist in managing guest reservations, both online and over the phone, ensuring all bookings
  are processed correctly.
  Address guest inquiries, concerns, and complaints promptly, escalating issues to the Duty
  Manager as necessary.
  Coordinate with housekeeping and maintenance to ensure rooms are ready for new arrivals and
  resolve any issues promptly.
• Guest Services:
  Provide outstanding guest service, anticipating and fulfilling guest needs throughout their stay
  in all areas of the hotel.
  Offer comprehensive information about the hotel's facilities, services, and local attractions.
  Assist guests with special requests, including arranging transportation, making dinner
  reservations, and organizing tours.
• Food & Beverage:
  Ensure guests receive prompt and courteous service.
  Take orders, set up and clear tables, preparing and serving food and beverages Maintaining
  cleanliness standards.
• Administrative Duties:
  Maintain accurate records of daily operations, including guest feedback and shift reports.
  Assist with inventory management, ensuring adequate stock levels.
  Support the Duty Manager and FOH Manager with training and mentoring new staff members as required.
  Ensure Compliance with Brand and LQA Standards in all Guest interactions

Reference contact: dominik.feller@theadria.com

• Participated in team meetings for planning new marketing initiatives and contributing fresh ideas and perspectives.
• Enhanced digital marketing strategies by providing innovative content ideas.
• Helped design landing pages to optimise the user experience and conversions on the website.
• Assisted in crafting persuasive copy for various online ads and promotional materials

Reference contact: artender@events-info.uk

• Trained staff to review and reconcile daily transactions to apply best management practices.
• Monitored compliance with workplace policies and safety objectives.
• Tracked employee productivity, performance and task completion to meet quality standards.
• Displayed proactive problem-solving and query-resolution skills to provide superior customer service.
• Investigated and resolved customer complaints within target timescales to increase retention and loyalty.
• Equipped staff with knowledge and skills to reach company targets, coaching and mentoring new joiners and under performing employees in best operational practices.

AWARD :

April, 2023

- Employee of the month at Hotel Pan Pacific London

CROSS TRAINING :

June, 2023

- Marketing Communications Cross-Training at Hotel Pan Pacific London

January, 2024

- Guest Relation Cross-Training at Hotel Pan Pacific London

March, 2024

- SLERP app training at pan Pacific London

Reference contact: charlotte.hatton@panpacific.com

• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
• Resolved customer queries over phone and by email.
• Addressed customer service enquires quickly and accurately.
• Navigated customer support channels to resolve diverse customer queries within target timeframes.
• Attended regular training to maintain up to date on company phone procedures and customer service best practices.
• Input customer information, call notes and personal data onto internal database.
• Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
• Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.
• Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
• Remote job
• Remote training and work station set up

Reference contact: referencing@recruitment.santander.co.uk

• Oversaw and verified work quality in line with company and regulatory standards, driving increase compliance and quality output
• Maintained strong working knowledge of company products and services to provide efficient and effective customer service
• Supervised team members in duties and performance and provided constructive feedback where necessary
• Created an atmosphere centred on delivering superior customer service using active listening and delegation
• Maintained accurate daily records adhering to policy and procedure guidelines
• Provided sound environmental control.
• Barista
• Latte Art
• Coffee tasting
• Black apron coffee master

Reference Contact: Starbucks.Referencing@compass-group.co.uk

• Used knowledge of the sales lines and customers' preferences to reach individual and store sales targets
• Assisted in stock management, keeping stockroom tidy and organised at all times
• Created customer loyalty by adapting advice given to the customers' desires and needs
• Ensured the store's visual standards were market-leading, carrying out visual merchandising in accordance with guidelines providing by the Manager
• Shared fashion knowledge to build attractive outfits and maximise average transaction value
• Achieved sales targets by providing genuine service and actively listening to customer needs
• Worked with team to complete daily and weekly routines that kept shop safe, clean and tidy.

Reference contact: +39 344 4653188