Stella Mennuno

Recruiting, onboarding and training Rome new guides for Devour Tours & Walks brand.

Assisting with the guide scheduling strategy, guide communication, engagement & management.

Responsible for guide invoicing, reimbursement and approvals, as well as signed agreements.

Managing Rome day-to-day operations and being a first responder for main disruptions on the ground.

Assisting the GOM in working with finance and central operations teams with interaction with local suppliers.

• Cultivated partnerships with business leaders to coordinate and plan strategic solutions in sales and service initiatives.
• Identified problems in the operations process and resolved in a timely manner.
• Liaised between customers and management to ensure smooth operations delivery.
• Managed administrative staff workflow and trained new hires on office procedures and policies.
• Negotiated contracts with outside providers to optimise customer service and minimise costs.
• Coordinated and managed project tasks to support project delivery within established budgets and timelines.

• Trained and helped less experienced staff manage workloads and assignments, facilitating fulfilment of organisational objectives.
• Oversaw third-party contracts and service level agreements for facilities maintenance, security and waste management.
• Recruited high-performing and accomplished team members, nurturing talent to develop skilled and capable workforce.
• Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivising staff to continually achieve and exceed expectation.
• Established monthly goals, communicating priorities to staff and closely tracking progress to achieve success.
• Drove sales and controlled costs to support revenue and profitability targets.
• Implemented strict quality standards for consistent company representation across multiple channels.

• Developed professional relations with company employees of organisation to enhance trust and reliability.
• Aligned day-to-day activities with targets set by upper management.
• Strategically planned shift schedules, processed holiday requests and granted leaves to optimise labour costs and productivity.
• Displayed proactive problem-solving and query-resolution skills to provide superior customer service.
• Met monthly objectives by providing personalised, friendly and knowledgeable customer assistance.
• Investigated and resolved customer complaints within target timescales to increase retention and loyalty.
• Set accurate budgets based on historical data and forecasted trends to keep operations financially sound.

• Inspected products and services to comply with quality standards.
• Identified issues, analysed information and provided solutions to problems.
• Picked up additional tasks to aid team success.
• Exceeded goals through effective prioritisation and consistent work ethic.
• Developed excellent working knowledge of industry trends and improvements in processes.

• Collaborated with team members to achieve target results.
• Met schedule using excellent planning and coordination skills.
• Promoted safe working environment by implementing regulatory standards, policies and guidelines.