Sara Mantovani
Mirabello
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Highly committed with hardworking mentality to maintain quality of services and products. Detail-oriented team player with strong organizational skills.
Proficient in using independent decision-making skills.
Emotional intelligence, versatile, creative, social skills, empathetic and intuitive.
Overview
19
19
years of professional experience
Work History
Front Office Manager
Grand Hotel Abi D'Oru
06.2023 - 11.2023
- Coordination and Organization of the overall day to day Front Office, back office, Concierge & Doorman operations (15 staff).
- Invoicing and payments
- Room assignment (150 rooms)
- Vip personal welcoming and management of Vip guests and leisure guests
- Management of customer in house, complaints and customers feedback
- Monitoring of standards and quality of service in accordance with company policy
- Review Duty & Night Manager book daily and take corrective action when necessary
- Ensures that hotel environment is maintained in excellent condition
- Hiring, training and scheduling employee shift, day off and holidays leaving
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Created, prepared, and delivered reports to various departments.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
Front Office Manager
Hotel Chalet Del Brenta
11.2022 - 04.2023
- Coordination and Organization of overall day to day Front Office, back office, Maintenance, Ski shuttle and Valet operations. (10 people staff).
- Coordination and organization of daily Housekeeping and Laundry activities ( 56 rooms / 9 housekeepers + 1 housekeeping manager).
- Invoicing and payments
- Room assignment
- Vip personal welcoming and management of Vip guests and leisure guests
- Management of customer in house, complaints and customers feedback
- Monitoring of standards and quality of service in accordance with company policy
- Review Duty & Night Manager book daily and take corrective action when necessary
- Ensured that hotel environment was maintained in excellent condition
- Hiring, training and scheduling employee shift, day off and holidays leaving.
- Created, prepared, and delivered reports to various departments.
- Defined clear targets and objectives and communicated to other team members.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Assisted sales department in upselling hotel services, increasing revenue through upgrades and add-on packages.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Room Division Manager/Executive Assistant
Pongwe Bay Resort Boutique Hotel
05.2021 - 05.2022
- Assist the management in preparation of the annual forecasts, replacements and investments planning
- Coordination and Organization of overall day to day Front Office and back office operations.
- Supervised team of 5 front desk agents, 4 doorman, 8 housekeepers, 4 laundry agent and helped to resolve issues arising during shifts.
- Handling the Reservation system. Managed approximately 70 incoming reservations per day from direct guest and from tour operator.
- Contact with tour operators and acquisition of new customers.
- Invoicing and payments
- Room assignment
- Coordination and organization of daily Housekeeping and Laundry activities
- Reviewed housekeeping supply charts and inventories.
- Responsible for renovate hotel rooms.
- Coordinated with maintenance team to ensure timely repairs and preventive maintenance schedules in all guestrooms and public areas.
- Inspected rooms for damages and sufficient housekeeping practices.
- Maintain careful control over costs in Room dept
- Enhanced communication between departments by holding regular cross-functional meetings to discuss operational challenges and improvement
- Elevated service standards by conducting regular quality assurance inspections and providing timely feedback to staff.
- Vip personal welcoming and management of Vip guests and leisure guests
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Monitoring of standards and quality of service in accordance with company policy
- Review Duty & Night Manager book daily and take corrective action when necessary
- Ensures that hotel environment is maintained in excellent condition
- Hiring, training and scheduling employee shift, day off and holidays leaving.
- Fostered a positive work environment through open communication channels, transparent decision-making processes, and employee recognition programs.
- Reduced costs by identifying inefficiencies and implementing cost-saving measures across the division.
- Supervised daily planning, coordination and administration for division operations.
- Built relationships with customers and local authorities to establish long-term business growth.
- Spearheaded change management initiatives to ensure successful implementation of new systems or processes within the division.
- Identified areas of improvement in operational workflows to better align resources with organizational goals.
- Developed strong team dynamics through regular communication, collaboration, and goal-setting initiatives.
- Elevated company reputation through meticulous attention to detail in all aspects of work output.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Guest Relations Manager
Waridi Hotel
10.2020 - 12.2020
- Organizing arrivals creating rooming list and assigning rooms before their arrival
- Organizing mean of transport and pick up to the airport
- Welcoming and registering guests, providing prompt and courteous service
- Resolves guests challenges throughout their stay
- Build relationship and create value for all guests
- Organizing, promoting, selling excursions
- Assisting with general operations management and administering standards and rules
- Checking the F&B dept., Reception, Rooms, Animation dept
- Supervising and motivating excursion staff and animation staff
- Preparing departure list and informing customers
- Organizing departures from hotel to airport
- Escorting guests to the airport and assisting them during the check-in time.
- Developed and maintained strong partnerships with local attractions and tour operators to provide diverse activity options for guests during their stay.
- Collaborated with hotel staff to create personalized experiences for VIP guests, resulting in increased return visits.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Solicited and reviewed guest feedback and promptly resolved complaints.
Room Division Manager/Executive Assistant
Linta Hotel Welness&Spa
05.2019 - 10.2019
- Assist the management in preparation of the annual forecasts, replacements and investments planning
- Coordination and Organization of the overall day to day Front Office and back office operations of 103 rooms
- Supervised team of 5 front desk agents, 4 doorman, 10 housekeepers, 4 laundry agent and helped to resolve issues arising during shifts.
- Handling the Reservation system. Managed approximately 70 incoming reservations per day from direct guest and from tour operator.
- Invoicing and payments
- Room assignment
- Coordination and organization of daily Housekeeping and Laundry activities
- Reviewed housekeeping supply charts and inventories.
- Coordinated with maintenance team to ensure timely repairs and preventive maintenance schedules in all guestrooms and public areas.
- Inspected rooms for damages and sufficient housekeeping practices.
Maintain careful control over costs in Room dept - Enhanced communication between departments by holding regular cross-functional meetings to discuss operational challenges and improvement
- Elevated service standards by conducting regular quality assurance inspections and providing timely feedback to staff.
- Vip personal welcoming and management of Vip guests and leisure guests
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Monitoring of standards and quality of service in accordance with company policy
- Ensures that hotel environment is maintained in excellent condition
- Hiring, training and scheduling employee shift, day off and holidays leaving.
- Fostered a positive work environment through open communication channels, transparent decision-making processes, and employee recognition programs.
- Reduced costs by identifying inefficiencies and implementing cost-saving measures across the division.
- Supervised daily planning, coordination and administration for division operations.
- Built relationships with customers and local authorities to establish long-term business growth.
- Spearheaded change management initiatives to ensure successful implementation of new systems or processes within the division.
- Identified areas of improvement in operational workflows to better align resources with organizational goals.
- Developed strong team dynamics through regular communication, collaboration, and goal-setting initiatives.
- Elevated company reputation through meticulous attention to detail in all aspects of work output.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Room Division Manager/Executive Assistant
Club Hotel Li Suari
05.2018 - 10.2018
Room Division Manager
Voi Bravo Kiwengwa
02.2018 - 04.2018
Room Division Manager
Andilana Beach Hotel Nosy Be
03.2015 - 12.2017
- Coordination and Organization of the overall day to day Front Office and back office operations of 208 rooms
- Managed approximately 100 incoming reservations per day from direct guest and from tour operator.
- Supervised team of 5 front desk agents, 4 doorman, 23 housekeepers, 4 laundry agent and helped to resolve issues arising during shifts.
- Assist the management in preparation of the annual forecasts, replacements and investments planning
- Coordination and organization of the daily Housekeeping and Laundry activities
- Coordinated with maintenance team to ensure timely repairs and preventive maintenance schedules in all guestrooms and public areas.
- Maintain careful control over costs in Room dept
- Handling the Reservation system
- Contact with tour operators and acquisition of new customers
- Invoicing and payments
- Room assignment
- Vip personal welcoming and management of Vip guests and leisure guests
- Management of customer in house, complaints and customers feedback
- Monitoring of standards and quality of service in accordance with company policy
- Review Duty & Night Manager book daily and take corrective action when necessary
- Ensures that the hotel environment is maintained in excellent condition
- Hiring, training and scheduling employee shift, day off and holidays leaving.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Evaluated and promptly resolved lodging facility operational issues.
- Enhanced communication between departments by holding regular cross-functional meetings to discuss operational challenges and improvements.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Elevated service standards by conducting regular quality assurance inspections and providing timely feedback to staff.
- Reviewed housekeeping supply charts and inventories.
- Evaluated employee performance regularly, providing constructive feedback and recognizing top performers through appropriate rewards and incentives.
- Inspected rooms for damages and sufficient housekeeping practices.
- Worked flexible hours across night, weekend, and holiday shifts.
- Cultivated interpersonal skills by building positive relationships with others.Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Front Office and Guest Relation Agent
Hotel Residence Liscia Eldi
07.2014 - 10.2014
- To recognize and anticipate needs of guests to ensure a pleasant stay
- To efficiently deal with all administrative tasks of the Front Office and ensure accuracy of guest accounts and accurate invoicing and debiting guests credit cards
- To fill the role of Night Auditor or Switchboard Operator when indicated on Front Office rota or to assist with other duties as required relating to Receptionist
- To act and interact with guests and staff in a way that will create a legendary experience in accordance with hotel values;
- To efficiently welcome, register and accommodate all arriving guests in accordance with Hotel Standards
- Ensure that all their requests are met and handled with in a friendly manner during their stay.
FIT,Groups & Incentive Reservation Executive Agent
Interopa Holidays
05.2012 - 05.2014
- Receiving inbound UK groups requests on a daily basis via e-mail or fax and prioritizing the workload according to deadlines, arrival dates, etc
- Researching appropriate suppliers including the utilization of non-contracted suppliers
- Negotiating the best possible rates and conditions
- Providing suitable alternatives when required and negotiating possible compensations when suppliers do not provide standard of service required
- Replying to clients within 48 hours
- Dealing with all operational matters such as amendments, pax changes, rooming list, pro forma and follow up of cancellations and payment terms
- Inputting financial data into the system as part of Incoming Reservation procedures
- Focusing on maintaining good relationships with existing clients and obtaining new group business
- Dealing with general administration duties required within the role.
- Increase and optimize sales in line with sales policy
- Follow up reservations administration very thoroughly
- Confirm the reservation and take care over written communications
- Handle customer queries and complaints related to the Reservations Department
- Maintain high levels of guest telephone contact skills.
Assistant Room Division Manager
Andilana Beach Hotel Nosy Be
12.2010 - 01.2012
Receptioniste E VIP/Guest Relation Desk
Rome Cavalieri Hilton Waldorf Astoria Collection
07.2010 - 11.2010
- Check-in procedure of Vip Guests including Regular Guests
- Escort them to rooms illustrating hotel and room facilities
- Keep records of guests waiting for rooms, follow up room status and revert to guest
- Take care of special guest treatments such as Repeaters, honeymooners and wedding anniversary, guest's birthdays, club card holders
- Handle guest requests directly providing hand-tailored experiences to ensure memorable stay.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Demonstrated leadership skills in managing projects from concept to completion.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Employee Export Department
Due Gi Srl
04.2009 - 05.2010
- Customer care starting from the first contact with the enterprise until the shipping moment
- Realization of technical manuals.
- Proved successful working within tight deadlines and a fast-paced environment.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Developed and maintained courteous and effective working relationships.
Guest Relation Manager
Ventaclub Sol Pelicano
12.2008 - 02.2009
- Organizing guests arrivals creating rooming list and assigning rooms
- Collaborated with outside supplier to organize mean of transport and pick up to the airport
- Building relationship and create value for all guests
- Organizing, promoting, selling excursions
- Assisting with general operations management and administering standards and rules
- Checking the F&B dept., Reception, Rooms, Animation dept
- Supervising and motivating excursion staff and animation staff
- Preparing departure list and informing customers
- Organizing departures from the hotel to the airport
- Escorting guests to the airport and assisting them during the check-in time.
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
- Established strong relationships with local businesses to provide unique experiences for guests, elevating the hotel''s reputation within the community.
- Coordinated room upgrades or complimentary amenities when appropriate to exceed guest expectations without compromising revenue goals.
Guest Relations Manager
Iberostar Colombus Club Exagon Park
05.2008 - 10.2008
Tour Leader
Viaggi Vincenti
01.2008 - 04.2008
- Incentive Travel in Morocco, Santo Domingo, Brazil, Thailand.
Guest Relations Agent
I Viaggi del Ventaglio Hotel Helios
05.2007 - 09.2007
Employee Export Department
Lamborghini Calor Srl
07.2004 - 04.2007
- Customer care starting from the first contact with the enterprise until the shipping moment
- Realization of technical manuals.
- Paid attention to detail while completing assignments.
Education
Skills
- Strong communicator and listener
- Decision-making
- Guest-oriented
- Team builder & Collaborator
- Problem-Solver
- Efficient
- Event planning and coordination
- Strong Planner and Organizer
- Hiring, training and mentoring
- Leadership
- Reservations management
- Deadline driven
- Multitasking
- Goal Setting
- Professional and Courteous
Languages
Italian
Bilingual or Proficient (C2)
English
Advanced (C1)
French
Advanced (C1)
Spanish
Upper intermediate (B2)
German
Elementary (A2)
Swahili
Elementary (A2)
Timeline
Front Office Manager
Grand Hotel Abi D'Oru
06.2023 - 11.2023
Front Office Manager
Hotel Chalet Del Brenta
11.2022 - 04.2023
Room Division Manager/Executive Assistant
Pongwe Bay Resort Boutique Hotel
05.2021 - 05.2022
Guest Relations Manager
Waridi Hotel
10.2020 - 12.2020
Room Division Manager/Executive Assistant
Linta Hotel Welness&Spa
05.2019 - 10.2019
Room Division Manager/Executive Assistant
Club Hotel Li Suari
05.2018 - 10.2018
Room Division Manager
Voi Bravo Kiwengwa
02.2018 - 04.2018
Room Division Manager
Andilana Beach Hotel Nosy Be
03.2015 - 12.2017
Front Office and Guest Relation Agent
Hotel Residence Liscia Eldi
07.2014 - 10.2014
FIT,Groups & Incentive Reservation Executive Agent
Interopa Holidays
05.2012 - 05.2014
Assistant Room Division Manager
Andilana Beach Hotel Nosy Be
12.2010 - 01.2012
Receptioniste E VIP/Guest Relation Desk
Rome Cavalieri Hilton Waldorf Astoria Collection
07.2010 - 11.2010
Employee Export Department
Due Gi Srl
04.2009 - 05.2010
Guest Relation Manager
Ventaclub Sol Pelicano
12.2008 - 02.2009
Guest Relations Manager
Iberostar Colombus Club Exagon Park
05.2008 - 10.2008
Tour Leader
Viaggi Vincenti
01.2008 - 04.2008
Guest Relations Agent
I Viaggi del Ventaglio Hotel Helios
05.2007 - 09.2007
Employee Export Department
Lamborghini Calor Srl
07.2004 - 04.2007
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