Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Serena Crisci

Naples,NA

Summary

Goal-oriented manager with distinguished experience in Hospitality & Sales industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Successful record of expanding network connections through persuasive brand imaging.

Overview

22
22
years of professional experience

Work History

Community Sales Manager

IWG Plc
03.2023 - Current
  • Managed prospects and negotiations.
  • Managed the contract process for new sales from start to finish ensuring that all documents were properly executed.
  • Maintained personal lines of communication with potential buyer.
  • Created and implemented new business opportunities by utilizing strategic networking strategies.
  • Generated leads by nurturing relationships with real estate agents and other industry professionals within the area.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
  • Built relationships with customers and community to establish long-term business growth.

Operations Manager

National Aviation Services
07.2021 - 03.2023
  • Start up of Naples International Airport VIP Lounge;
  • Operational and P&L responsibility;
  • Responsible for building and adhering to financial budget;
  • Set sales strategy and profit targets;
  • Established and maintained relationships with Airport and with local and other regulatory authorities;
  • Developed partnership with Aviation Companies and Tour Operators;
  • Liaised with all service providers (F&B, cleaning, maintenance) ensuring quality and timeliness;
  • Responsible for the Guest Experience and brand value ensuring high standards;
  • Responsible for implementing and updating operation manuals and SOP.
  • Responsible for ensuring effective implementation of station integrated quality, safety, security and environment management system; responsible for internal and external audits in coordination with QHSE departments;
  • Coordination of procurement activities;
  • Responsible for the Passengers’ services Agents team activities and performances.
  • Coordination of HR and Admin consultants.

Tourism Business Development Manager

McArthurGlen Group
11.2012 - 12.2020
  • Developed the annual tourism strategic plan and managed the promotional calendar of tourism initiatives;
  • Managed Centre tourism budget;
  • Built strong relationships with key tourism players and maintained an account list of Tour Operators, Hotels, and other relevant stakeholders through regular sales calls and communications;
  • Implemented and monitored cooperative marketing projects with key industry partners;
  • Organized promotional and networking events;
  • Increased brand awareness in strategic locations by evaluating the best advertising opportunities addressing tourists establishing relationships with media partners and monitoring media coverage;
  • Developed sponsorship of special events which usually attracts big flows of tourists in the area;
  • Managed and attended sales missions, trade shows and workshops;
  • Managed fam trips and press trips ensuring an excellent experience;
  • Overseen Guest Services Advisors team in their daily activities;
  • Developed appropriate historical and real-time reporting.

Reservation Manager

Capri Tiberio Palace, 5* Preferred Boutique Hotel
02.2012 - 11.2012
  • Supervision of the general job performance of reservation staff implementing policies and procedures;
  • Maintained the in-house reservations systems;
  • Collaborated with sales and marketing teams to develop promotional offers that drove revenue growth.;
  • Analyzed booking trends to forecast demand, enabling informed decision-making on pricing strategies.
  • Coordinated closely with other departments, such as housekeeping and front office, to ensure seamless guest experiences from booking through checkout.
  • Developed strong relationships with travel agencies and corporate clients, ensuring repeat business.


Assistant to the General Manager

JW Marriott Capri Tiberio Palace Resort & SPA 5*
01.2007 - 01.2012
  • Worked closely with the General Manager to determine appropriate sales strategies in all market segments towards maximizing the hotel revenues;
  • Managed key accounts;
  • Monitored the main competitors;
  • Analyzed sales statistics to determine business growth potential;
  • Prepared and followed-up on trade shows, tourism fairs and workshops;
  • Maximized the hotel's revenues by developing programs and events to increase occupancy and make profitable use of accommodation, meeting and leisure facilities;
  • Coordinated marketing and promotional activities;
  • Promoted hotel awareness by communicating through various media introducing new advertising and promotional plans;

Reservation Supervisor

Renaissance Naples Hotel Mediterraneo 4*
01.2004 - 01.2007
  • Streamlined reservation processes for increased efficiency and reduced booking errors.
  • Contributed to the development of standard operating procedures for the reservations department, promoting consistency in operations across the organization.
  • Coordinated with other departments to accommodate special requests or needs for booked guests.
  • Monitored competitor pricing strategies and market trends, making informed decisions on rate adjustments as necessary.
  • Planned and executed event logistics.
  • Established positive relationships with clients, ensuring their needs were met throughout the event planning process.
  • Led weekly team meetings to review performance metrics, discuss areas for improvement, and celebrate successes.

Tourist Assistant

Alpitour
04.2002 - 10.2002
  • Assisted Francorosso and Alpitour guests and groups;
  • Optimized scheduling to maximize guest participation in excursions, increasing revenue potential.
  • Analyzed guest feedback to identify areas for improvement and implemented necessary changes to enhance the overall experience.
  • Developed strong relationships with local tour operators, ensuring top-quality excursions for guests.

Education

Master's Degree (Level II) - Hotel Management And Tour Operating Management

Università Degli Studi Di Napoli “Parthenope"
Naples, Italy
05.2004

Bachelor's Degree - Foreign Languages And Literatures

Istituto Universitario Orientale Di Napoli
Naples, Italy
02.2002

Skills

  • Sales and profits maximization
  • Strategic Planning
  • New Business Development
  • Relationship development
  • Customer Portfolio Management
  • Brand Marketing
  • Event Planning
  • Customer service
  • Detail Oriented
  • Report Preparation
  • Administrative support
  • Cross-cultural communication
  • Coaching and mentoring

Additional Information

Authorization granted to the processing of personal data under the D. Decree 196/03.

Timeline

Community Sales Manager

IWG Plc
03.2023 - Current

Operations Manager

National Aviation Services
07.2021 - 03.2023

Tourism Business Development Manager

McArthurGlen Group
11.2012 - 12.2020

Reservation Manager

Capri Tiberio Palace, 5* Preferred Boutique Hotel
02.2012 - 11.2012

Assistant to the General Manager

JW Marriott Capri Tiberio Palace Resort & SPA 5*
01.2007 - 01.2012

Reservation Supervisor

Renaissance Naples Hotel Mediterraneo 4*
01.2004 - 01.2007

Tourist Assistant

Alpitour
04.2002 - 10.2002

Master's Degree (Level II) - Hotel Management And Tour Operating Management

Università Degli Studi Di Napoli “Parthenope"

Bachelor's Degree - Foreign Languages And Literatures

Istituto Universitario Orientale Di Napoli

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Serena Crisci