Guendalina Gravina
London,United Kingdom
Summary
Highly motivated Professional in the Hospitality Industry.
Passionate for customer service, strong team player. Collaboration is at the heart of my values.
Innovative thinker with a dedication to implement successful solutions in the hospitality field.
Known for my ability to think outside the box and consistently go the extra mile.
References available upon request
Overview
8
8
years of professional experience
Work History
Assistant General Manager
The Arterial Group - Grosvenor Estate portfolio
London
01.2024 - Current
- Leading and managing teams across all Belgravia Flex by Grosvenor portfolio offices.
- Maximising membership and meeting room revenues through the delivery of timely response and clear communication.
- Managing contractor and membership contracts.
- Managing contractor annual updates, requesting RAMS, scheduling works and legal documentation updates.
- Ensuring and maintaining high standards of presentation and maintenance of offices.
- Encouraging good communication, teamwork, and an entrepreneurial environment within the team.
- Training and onboarding all new team members in the department.
- Providing first class customer service to all members, and visitors to the club.
- Engaging with all existing members, and potential new members to strengthen and increase good customer relationships by understanding them and their business.
- Ensuring all day-to-day members needs and complaints are handled effectively and efficiently to ensure total customer satisfaction.
- Taking the lead in contract renewal discussions and agreeing on new contract terms with current membership holders.
- Exploring local competitor rate levels to assess appropriate rate discussion with membership holders.
Duty Manager
Batty Langley's Hotel
London
09.2019 - 12.2023
- Being responsible for four-star boutique hotel Batty Langley's in absence of General Manager, managing all departments, improving productivity, food quality, service, sales, and profit.
- Supporting and managing Front Office team and ensuring continual improvement and training.
- Ensuring all legal requirements are followed regarding health and safety, licensing and fire safety.
- Being the main point of contact for all VIPs from arrival to departure.
- Responsible for and ensuring high levels of guest satisfaction and resolving any concerns or issues.
- Assisting and dealing with any special guest requests.
- Managing room allocations and upgrades.
- Maintaining excellent customer relations by ensuring efficient and friendly service at all time.
Trainee Duty Manager
The Rookery Hotel
London
08.2018 - 09.2019
- Welcoming guests
- Check-In & Check-Out
- Taking reservations by phone, by e-mail & walk-in Exceeding guest expectations
- Complaint Handling Answering phone calls
- Transferring phone calls to other departments Responding to guest emails
- Checking reservations & meeting rooms
- Taking payments, general cashier duties Delivering excellent customer service Coordinating Front of House daily operations
- Making sure daily tasks are completed successfully
- Guiding team members to achieve personal and departmental Taking ownership of guest complaints delivering solutions
- Supporting team members on their personal development
- Practical use of Mews PMS
Hotel Receptionist
The Rookery Hotel
London
07.2017 - 07.2018
- Welcoming guests
- Check-In & Check-Out
- Taking reservations by phone, by e-mail & walk-in Exceeding guest expectations
- Transferring phone calls to other departments Responding to guest emails
- Checking reservations
Hotel Receptionist
Reception Academy My Training Hotel
London
04.2017 - 04.2017
- Check-In & Check-Out
- Taking reservations by phone & walk-in Exceeding guest expectations Complaint handling
- Practical use of Opera PMS Version 5.0
- Education:, Reception Academy, London Professional Hotel Receptionist Training www.ReceptionAcademy.com
Education
Practical use of Opera PMS Behavioural Skills Training - Hotel Reception
Reception Academy
London05.2017
BA - Foreign Modern Languages and Literatures
University of Palermo
Palermo03.2017
Skills
- Practical use of Opera PMS
- Practical use of MEWS PMS
- Proficient in Xero, HubSpot and HqO
- People management
- Guest experience improvement
- Venue sales
- Team training and development
- Inter-departmental coordination
- Customer relations expertise
- Front desk operations
Interests
Travel, Art, Photography, Foreign Languages.
Languages
Italian
Native
English
Fluent
French
Fluent
Timeline
Assistant General Manager
The Arterial Group - Grosvenor Estate portfolio
01.2024 - Current
Duty Manager
Batty Langley's Hotel
09.2019 - 12.2023
Trainee Duty Manager
The Rookery Hotel
08.2018 - 09.2019
Hotel Receptionist
The Rookery Hotel
07.2017 - 07.2018
Hotel Receptionist
Reception Academy My Training Hotel
04.2017 - 04.2017
Practical use of Opera PMS Behavioural Skills Training - Hotel Reception
Reception Academy
BA - Foreign Modern Languages and Literatures
University of Palermo
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