Stefano Pauluzzi

Lead service excellence and service operations governance across the organization to ensure consistent, reliable delivery.

Oversee complaint escalation and resolution mechanisms, supporting revenue protection, retention, and brand reputation.

Drive process standardization and performance discipline across cross-functional teams during periods of growth.

Use data, customer feedback, and operational insights to identify risk, gaps, and improvement opportunities.

Partner with senior leadership and L&D to strengthen execution capability and accountability.

Oversaw quality across a global portfolio of 20 luxury properties, ensuring consistent LQA, Forbes, and brand standards.

Contributed to two consecutive years of improvement in key quality and reputation indicators.

Led quality readiness for six major property openings, ensuring operational alignment, standards deployment, and training.

Designed guest-journey frameworks and feedback tools to strengthen service delivery and identify improvement opportunities.

Shipping management, Cost Optimization, Process Improvements and Data Analytics.

Sea Freight Consultancies - Shipping Consultancies - Customs Clearance - Client Relation Management

Led the Front Office team, first as Acting Front Office Manager and officially promoted in January 2020.

Drove Quality Assurance, Customer Satisfaction, Loyalty Recognition, and overall Service Excellence within the department.

Oversaw the Club Lounge operations, ensuring full compliance with HACCP protocols.

Achieved all departmental KPIs for two consecutive years.

Increased Guest Satisfaction by 3.5%, from 86.5% to 90.0%, during my tenure.

• I managed the Guest Relations Team qualifying myself for the role of Loyalty Champion within the property, increasing Loyalty Recognition by 5% percentage compared to the previous year.