SCHANTAL DE BERNARDI

• Create SOP for Guest Relations and Operations Department
• Coordinate and manage laundry and housekeeping services for all the apartments
• Coordinate and supervise guest relations and operations teams
• Ensure that the guests are satisfied with their stay
• Manage and solve complaints and inconveniences
• Conduct viewings for potential guests

• Create all Guest Relations department SOPs
• Assisting FOM and Duty Manager in creating Font Desk SOPs and training
• Covering the Duty Manager Role when needed
• Manage the Front Desk, Guest Relations, and hostess teams
• Address guest issues and complaints
• Train new hires
• Drive the team to archive the overall hotel, and department goals and support them in archiving their own goals
• Ensure that the correct arrival, check-in procedures, and escorting of all guests to rooms are applied
• Ensure that on the day after arrival and the day prior to departure, all guests identified as VIPs are contacted by a member of the Guest Relations Team
• Check all VIP rooms with treatments prior to arrival times to ensure that the correct treatments and housekeeping standards are correct
• Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times
• Handle and supervise feedback, reviews, and scores
• Conduct daily briefings and discuss the negative cases with the team to prevent repeating the same case
• Supervise and coordinate with other departments to ensure smooth operations

• Extend personal service and attention to all guests, with particular emphasis on details
• VIP guests
• Manage the Front Desk and Guest Relations teams
• Develop the reputation, customer loyalty, and market standing of the hotel by providing a high level of customer care, assistance, and recognition
• Ensure that the correct arrival, check-in procedures, and escorting of all guests to rooms are applied
• Ensure that on the day after arrival and the day prior to departure, all guests identified as VIPs, are contacted by a member of the Guest RelationsTeam
• Check all VIP rooms with treatments prior to arrival times to ensure that the correct treatments and housekeeping standards are correct
• Assist the Front Desk team with check-ins and check-outs
• Supervise and coordinate with other departments to ensure smooth operations
• Cover Duty Manager when is needed
• Drive the team to archive the overall hotel, and department goals and support them in archiving their own goals
• Handle and supervise feedback, reviews, and scores
• Conduct daily briefings and discuss the negative cases with the team to prevent repeating the same case
• Handle complaints and follow up with them and negative cases.

In order to accomplish my master's degree in Tourism management, I decided to start an internship at The Abu Dhabi EDITION.

• Handling and sorting of calls, correspondence, complaints, and queries
• Organizing meetings and managing database
• Supervising and monitoring the work of administrative staff
• Liaising with staff, suppliers, and clients
• Revenue management
• Managing budgets
• Promoting and marketing the business
• Planning maintenance work, events and room bookings

• Revenue management
• Customer service
• Showcases and warehouse management
• Promotion and illustration of the brand's products, initiatives, events and History
• Manage correspondence and expansion of the customer list.

• Market research, opening up to the European market
• Retail work
• Managing promotional campaigns on Social Media and contacts with influencers

• Welcoming guests
• Management of tours, /Tour guide at Associazione per la Promozione dell'Isola Comacina, Como

• Reception and management of costumer request, handling of calls andcorrespondence
• Organization of excursions, trips and events
• Promotion and sale of products and packages
• Front office - Animation staff at Watamu Bay Ora Resort, Watamu