Giovanni Lago

Duties and responsibilities:

• Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
• Oversaw emergency procedures and administered first aid.
• Adhered to company policies and brand standards to support outstanding guest experiences.
• Leading and liaising with all hotel departments to improve guest satisfaction and convert guest complain to positive overall experience.
• Coordinate staff training sessions, enhancing team competencies and service standards.
• Led by example, embodying positive work ethic and motivating staff for peak performance.
• Mentoring and developing team members towards achieving career progression.

Achievements:

• Implementing new processes to achieve revenue goals
• Leading the progress in achieving departmental guests service goals:

1st in competitor set and 2nd in the group

Achieving 93% guest satisfaction

• Preparing and organising documents and reports needed for everyday operations of all departments.
• Handled customer complaints quickly, calmly and professionally every night.

• Working in a fast paced and top quality environment while switching throughout multiple tasks that involved every aspect of the hotel: from front desk to f&b, reservations and caretaker.

• Capable to ensure that all visitors leaves the property fully satisfied by establishing and developing personal contact with all guests in a way that enhances their feelings of comfort, warmth and care throughout their stay.

• Proudly achieved "Best Afternoon Tea" Award 2018.
• Helped in dining room butler service as well in hotel's events and restaurants.