Serena Boscaglia
Firenze
Summary
Accomplished Training & Recruiting Manager with high focus on People and in developing Talents.
Effective at leading courses on diverse topics. Prepared to offer 5 years of progressive Training & Recruiting experience.
Hardworking and passionate person with strong organizational and managing skills, ready to help teams achieve company goals.
Ready to challenging new roles to reach personal Career's goals.
Overview
15
15
years of professional experience
Work History
TALENT & TRAINING MANAGER
MARRIOTT INTERNATIONAL INC, The Westin Excelsior & The St.Regis Florence
11.2019 - Current
- Creation of effective strategies for recruiting and managing diverse talent roster
- Creating and posting job vacancies and company recruiting programs
- Identification of the most qualified candidates, screening and interviews
- Responsible for organizing and carrying out all employee trainings; mandatory training by Italian law (such as HACCP, Fire Safety, Health & Security..) and Internal Company Training (such as Brand Standards trainings, Quality trainings..)
- Improvement of Personal Development Plans for the growth of talents
- Organization of “Take Care” activities for the associates: Team Building activities, Associate Appreciation Weeks and celebrations such as Long Service Awards
- Participation in Quality of Service training programs (LQA, LRA and Brand Standard Audit)
- Organization of Departmental meetings with all the departments of the hotels
- Role of coordination between the GM, the DHR and the RSPP (the person in charge, for the Italian law, for all the Security regulations) regarding the planning of activities relating to Health and Safety in the hotel
HR&TRAINING AGENT
MARRIOTT INTERNATIONAL INC, The Westin Excelsior & The St.Regis Florence
06.2015 - 10.2019
- Supported the Training Manager in preparation and classroom presentation of corporate training courses
- Role of Departmental Trainer for all the offices of our Marriott Complex in Florence (HR Office, Finance Office, Sales & Marketing Office..) with the task of internally following and training all of the associates
- Educated employees on company policy and keeping employee folders updated
- Preparation of hiring contracts and all the related documents
- Directing hiring and onboarding programs for new employees
- Administrative management of work attendance and employee payroll
INCOME AUDITOR
STARWOOD HOTELS & RESORTS, The Westin Excelsior & The St.Regis Florence
07.2011 - 06.2015
- Control and recording of daily revenues
- Preparation and daily and monthly control of Sales Reports
- Payment of foreign and Italian agency commissions
- Preparation and control of VAT registers
- Control function of compliance with all corporate and administrative procedures
- Executing audit phases and entered data into accounting software for analysis.
- Coordinating finance auditing projects
- Role of Service Culture Trainer as Support to the Training Manager in the preparation and presentation of corporate training courses in the departmen
Training Officer Trainee
STARWOOD HOTELS & RESORTS, The Westin Excelsior & The St.Regis Florence hotels
03.2011 - 07.2011
- First screening of CVs
- Assistance to the Training Manager in all his duties
- Preparation and coach led session of Brand Standards Training Courses
- Internship management (Recruiting and hiring of our trainees)
- Recruitment and daily management of “extra” staff
- Administrative management of employee attendance sheets
- Monthly payroll closing reports and labor cost analysis
Front Desk Agent
AVIOMAR S.P.A, Corte dei Tusci Hotel & Residence
05.2010 - 09.2010
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Prepared reports on guest satisfaction levels and other metrics.
Front Desk Agent
VENTACLUB RESORT "Borgo Pian dei Mucini"
06.2009 - 10.2009
- Answered customer telephone calls promptly and appropriately handled needs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Used internal software to process reservations, check-ins and check-outs.
Front Desk Shift Leader
COUNTRY RESORT GUADALUPE, Hotel & Resort
06.2008 - 09.2008
- Used to manage guest accounts and information.
- Dealt with guest issues and special requests.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Managed both phone and email reservations
- Developed and maintained positive relationships with guests for satisfaction.
- Kept accounts in balance and ran daily reports to verify totals.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
Education
Tourism Management Degree - Tourism Management
Campus Lucca - University of Pisa, Lucca & Lugano
Lucca, Italy12.2010
High School Diploma -
Foreign Language High School
Follonica (GR), Italy06.2007
Skills
- Passionate about People
- Skilled at working independently and collaboratively in a team environment
- Worked well in a team setting, providing support and guidance
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated respect, friendliness and willingness to help wherever needed
- Passionate about learning and committed to continual improvement
- Excellent communication skills, both verbal and written
- Adaptable and proficient in learning new concepts quickly and efficiently
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Cultivated interpersonal skills by building positive relationships with others
- Self-motivated, with a strong sense of personal responsibility
- Develop Training Programs
Languages
English
Intermediate (B1)
Timeline
TALENT & TRAINING MANAGER
MARRIOTT INTERNATIONAL INC, The Westin Excelsior & The St.Regis Florence
11.2019 - Current
HR&TRAINING AGENT
MARRIOTT INTERNATIONAL INC, The Westin Excelsior & The St.Regis Florence
06.2015 - 10.2019
INCOME AUDITOR
STARWOOD HOTELS & RESORTS, The Westin Excelsior & The St.Regis Florence
07.2011 - 06.2015
Training Officer Trainee
STARWOOD HOTELS & RESORTS, The Westin Excelsior & The St.Regis Florence hotels
03.2011 - 07.2011
Front Desk Agent
AVIOMAR S.P.A, Corte dei Tusci Hotel & Residence
05.2010 - 09.2010
Front Desk Agent
VENTACLUB RESORT "Borgo Pian dei Mucini"
06.2009 - 10.2009
Front Desk Shift Leader
COUNTRY RESORT GUADALUPE, Hotel & Resort
06.2008 - 09.2008
Tourism Management Degree - Tourism Management
Campus Lucca - University of Pisa, Lucca & Lugano
High School Diploma -
Foreign Language High School
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