Michela Eleanor Towler
Oxford,United Kingdom
Summary
Bilingual professional fluent in English and Italian with extensive experience in the hospitality industry. Recognized for delivering exceptional guest service and maintaining organization in high-pressure environments. Strong organizational skills enhance guest data management and streamline daily operations. Proficient in CRM systems and front office software, dedicated to improving guest experiences through effective service and problem-solving.
Overview
9
9
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work history
Marina Receptionist
Portosalvo Lipari
Lipari, Italy
06.2025 - Current
- Executed accurate data entry and maintained detailed records.
- Demonstrated effective communication and interpersonal skills to enhance team collaboration.
- Applied knowledge of marina operations and safety protocols to ensure compliance.
- Managed cash handling processes and performed basic accounting tasks.
- Displayed professional phone etiquette in client interactions.
Hotel receptionist
Aeolian Charme Collection
Lipari, Italy
04.2024 - 07.2024
- Streamlined check-in procedure by processing guest documents efficiently.
- Reduced wait times through rapid reservation processing.
- Responded promptly to customer queries, ensuring enjoyable experiences.
- Enhanced customer satisfaction with timely assistance during stays.
Waiting staff member
Bar Idda
Melbourne, Australia
12.2023 - 02.2024
- Delivered exceptional service, elevating customer satisfaction levels.
- Optimised order-taking process to enhance efficiency and accuracy.
- Maintained cleanliness of dining area to foster a welcoming atmosphere.
- Facilitated seamless restaurant operations to improve customer experience.
Senior Italian Speaking Reservations Specialist
The Dorchester Collection
London, UK
09.2022 - 09.2023
- Managed guest reservations and inquiries for multiple hotels, achieving data compliance standards.
- Handled high call and email volumes in English and Italian.
- Ensured data quality and productivity targets were consistently met.
- Trained new team members while supporting a marketing project during website relaunch.
- Delegated special requests to relevant departments to maintain operational alignment.
- Facilitated communication between all hotel departments for seamless operations.
- Utilised operating systems such as Nexus, BRM, and OPERA to sell rooms and suites.
Rooms Division Intern
The Sea Pines Resort
Hilton Head Island, U.S.A.
06.2019 - 03.2020
- Worked as a front desk agent, butler, and hostess at a Forbes four-star resort which managed 425 homes and villas.
- Resolved guest issues and handled high-volume inquiries.
- Trained new interns and collaborated across departments.
- Catered for large weddings and business conferences.
Head Waitress/ Bartender
West End Ventures - The Lighthouse
Oxford, UK
10.2016 - 05.2019
- Directed floor staff in a high-volume cocktail and tapas restaurant.
- Managed customer bookings and payments to ensure smooth operations.
- Enhanced social media presence through regular updates and engagement.
- Trained new hires, fostering team development and adherence to standards.
Education
Upper Second Class degree BSc (Hons) - International Hospitality Management
Oxford Brookes University
Oxford, England 09.2018 - 07.2022
Equivalent to A-Levels - Maths, English, Sciences (Physics and Chemistry)
Liceo Scientifico Isa Conti Eller Vanicher
09.2011 - 07.2016
Skills
- Bilingual: Fluent in English and Italian
Skilled in crafting messages and building relationships across diverse audiences, ensuring clear and culturally relevant communication in both languages - Customer Engagement and Conflict Resolution
Experienced in understanding customer needs, resolving challenges creatively, and delivering personalised experiences - Time Management and Organisation
Proven ability to prioritise tasks, meet deadlines, and handle high-pressure situations efficiently, ensuring smooth operations even during peak periods
- CRM and Data Management Systems (BRM, Visual One, Open Table)
Proficient in using CRM tools to manage customer data, analyse trends, and optimise workflows—skills directly applicable to audience segmentation and campaign targeting - Team Leadership and Training
Experienced in mentoring and training teams, fostering collaboration, and maintaining high performance
Languages
English
Native
Italian
Native
Certification
RSA Certificate (Responsible Service of Alcohol) - CFT International
Timeline
Marina Receptionist
Portosalvo Lipari
06.2025 - Current
Hotel receptionist
Aeolian Charme Collection
04.2024 - 07.2024
Waiting staff member
Bar Idda
12.2023 - 02.2024
Senior Italian Speaking Reservations Specialist
The Dorchester Collection
09.2022 - 09.2023
Rooms Division Intern
The Sea Pines Resort
06.2019 - 03.2020
Upper Second Class degree BSc (Hons) - International Hospitality Management
Oxford Brookes University
09.2018 - 07.2022
Head Waitress/ Bartender
West End Ventures - The Lighthouse
10.2016 - 05.2019
Equivalent to A-Levels - Maths, English, Sciences (Physics and Chemistry)
Liceo Scientifico Isa Conti Eller Vanicher
09.2011 - 07.2016
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