Michela Paoletti
City of London
Summary
Accomplished hospitality professional with extensive experience in front desk operations, guest relations, and luxury hospitality management. Demonstrates expertise in room booking systems, multilingual communication, and hotel management systems. Proven track record in enhancing organisational efficiency, maintaining visitor logs, and ensuring health and safety compliance. Adept at handling billing and invoicing, reservation software, and Microsoft Office Suite. Skilled in building rapport with guests, handling complaints effectively, and providing seamless guest experiences. Career goal: to leverage comprehensive skills in a senior management role to drive exceptional client service excellence.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work history
Assistant reception manager
Mandeville hotel
London
2024.01 - Current
- Improved customer satisfaction by providing high-quality front desk service.
- Collaborated closely with other departments to ensure guest satisfaction.
- Assisted guests with queries, resulting in improved customer relations.
- Performed back-up duties for Reception Manager when required demonstrating versatile skill set.
- Ensured optimal room allocation with attention to details and guests' preferences.
- Managed guest check-ins and check-outs for enhanced efficiency.
- Trained new reception staff to uphold standards of hospitality.
- Established rapport with regular clients, promoting brand loyalty.
- Coordinated with housekeeping to ensure smooth operations.
- Resolved customer complaints promptly, maintaining hotel's reputation for excellent service.
- Enhanced team morale through effective communication and leadership skills.
- Served as first point of contact for guests, setting positive tone for their stay.
- Upheld strict confidentiality protocols safeguarding guest privacy.
- Streamlined administrative tasks, improving overall productivity.
- Prepared daily reports accurately to facilitate efficient management decision-making processes.
- Supervised reception activities ensuring smooth workflow.
- Maintained up-to-date knowledge of hotel services for accurate information dissemination.
- Handled booking confirmations for seamless reservation process.
- Exceeded sales targets with concerted customer outreach through Opera software.
- Kept back of house accounts and records updated, enabling clear performance monitoring.
- Directed maintenance staff to keep facility and grounds at optimum standards.
- Used customer satisfaction survey findings to address improvement areas.
- Coached front of house teams in delivering smooth, professional reception services.
- Oversaw front desk operations and trained team to handle high volume work with professionalism and accuracy.
- Forecasted occupancy demand and monitored staff availability to create balanced, cost-effective shift schedules.
Office manager
Abacus group LLC
London
2023.09 - 2024.01
- Negotiated contracts with vendors, ensuring cost-effective services and supplies.
- Improved office efficiency by streamlining administrative procedures.
- Ensured smooth day-to-day operations with diligent oversight of office tasks.
- Performed regular audits on company expenditures, identifying potential cost-saving opportunities.
- Tracked inventory levels of office supplies, preventing stock shortages.
- Handled incoming correspondence, resulting in timely responses and decision-making.
- Coordinated facility maintenance, providing safe and comfortable work environment.
- Liaised with IT department to rectify technical issues promptly.
- Streamlined invoice processing procedures for smoother financial operations.
- Managed supplier relationships to secure best pricing and service delivery.
- Answered high-volume daily telephone and email enquiries, minimising correspondence backlogs.
- Processed invoices and purchase orders with high attention to detail.
- Managed database to maintain updated records and accuracy.
- Worked to facilitate positive, productive working environments through reliable administrative support.
- Accurately executed secretarial tasks, maintaining smooth administrative operations.
- Utilised Microsoft Excel to manage spreadsheets and deliver specialised reports on company metrics.
- Greeted and directed incoming visitors and clients to reduce wait times and increase satisfaction.
- Prioritised high-volume competing tasks to complete simultaneous projects within stringent timeframes.
Service coordinator
Abacus group LLC
London
2023.01 - 2023.09
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Consistently arrived at work on time and ready to start immediately.
- Increased customer satisfaction by resolving issues.
- Improved efficiency and productivity by acquiring new skills.
- Displayed energy and enthusiasm in fast-paced environment.
- Completed customer orders with speed and accuracy.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Oversaw daily operations to achieve high productivity levels.
Medical receptionist in GP
Abbey Medical Centre NHS
London
2020.11 - 2023.01
- Facilitated successful appointments by scheduling accurately and promptly.
- Assisted doctors with administrative tasks to facilitate smooth clinic operations.
- Updated patient medical records meticulously for accurate treatment history tracking.
- Managed high-volume phone calls, resulting in efficient appointment setting.
- Provided empathetic customer service during stressful medical situations; eased patient anxiety.
- Answered queries of patients clearly, leading to enriched understanding of procedures or policies.
- Interacted with various departments to ensure streamlined flow of information and documents.
- Handled sensitive information discreetly, fostering trust amongst patients.
- Enhanced office efficiency by maintaining organised records and schedules.
- Streamlined patient check-in procedures for improved experience.
- Built trusting relationships with patients through courteous behaviour and professional communication skills.
- Protected patient confidentiality with strict adherence to data protection regulations.
- Ensured patient comfort by providing clear communication and timely service.
- Welcomed patients with kindness to enhance checking in processes.
- Kept reception and waiting areas neat and clean to make patients feel welcome and comfortable.
- Protected patient rights through continued discretion and confidentiality.
- Managed digital and manual filing systems.
- Prepared patient documents for medical appointments.
- Worked flexibly with colleagues to cover shifts and provide continuous front-desk coverage.
- Followed-up with patients to remind them of upcoming appointments and promote attendance
- Collaborated with medical staff to facilitate smooth patient flow and efficient clinic operations.
- Completed start and end of day procedures for busy GP practice.
Assistant reception manager
St James' Court, A Taj hotel
London
2020.02 - 2020.10
- Supervised reception activities during busy periods ensuring smooth workflow.
- Upheld strict confidentiality protocols safeguarding guest privacy.
- Kept lobby area neat and presentable enhancing hotel image.
- Prepared daily reports accurately to facilitate efficient management decision-making processes.
- Established rapport with regular clients, promoting brand loyalty.
- Streamlined administrative tasks, improving overall productivity.
- Collaborated closely with other departments to ensure guest satisfaction.
- Assisted guests with queries, resulting in improved customer relations.
- Supported event coordination efforts, contributing to successful functions at the hotel.
- Resolved customer complaints promptly, maintaining the hotel's reputation for excellent service.
- Managed guest check-ins and check-outs for enhanced efficiency.
- Served as first point of contact for guests, setting positive tone for their stay.
Duty manager
DoubleTree by Hilton London - Docklands Riverside
London
2019.01 - 2020.02
- Delivered excellent customer service through effective communication skills.
- Supported marketing campaigns, increasing brand visibility within the local community.
- Assisted in budgeting and forecasting activities to ensure cost-effectiveness.
- Conducted training sessions for new employees, enhancing team competence.
- Handled cash transactions accurately for financial integrity.
- Achieved smooth daily operations by overseeing staff and delegating tasks efficiently.
- Ensured customer satisfaction with prompt problem resolution.
- Promoted a safe working environment by enforcing health and safety regulations strictly.
- Identified areas of improvement through regular performance assessments of staff members.
- Coordinated staff schedules to maximise productivity.
- Handled complaints professionally, leading to improved customer retention rates.
- Drafted detailed reports on daily operations, aiding senior management in decision-making process.
- Managed front-of-house operations to maintain a high level of service.
- Sustained operational excellence with adherence to company policies and procedures.
- Stored cash floats and delivered secure banking procedures.
- Managed customer service interactions, addressing concerns and preserving positive experiences.
- Directed staff schedules and rosters, optimising workforce efficiency.
- Oversaw emergency procedures and administered first aid.
- Inspected facility to identify and promptly address maintenance needs.
- Coordinated staff training sessions, enhancing team competencies and service standards.
- Supervised and evaluated employee performance, providing construction feedback and identifying staff talent.
- Identified service gaps, developing plans to strengthen or expand offerings.
Assistant night manager
Park Plaza London Waterloo
London
2019.02 - 2019.05
- Completed administrative tasks meticulously, maintaining proper records of activities during the night shift.
- Monitored security measures throughout the night ensuring a safe environment for guests and staff alike.
- Escalated serious issues or complaints to higher management immediately ensuring prompt action taken where necessary.
- Assisted in updating room availability status using hotel management software, securing optimal occupancy rates.
- Implemented effective solutions to operational challenges, enhancing overall efficiency.
- Trained new staff members on hotel policies and procedures leading to streamlined operations.
- Coordinated with morning shift team for seamless transition, reducing downtime and confusion.
- Reported maintenance issues promptly, ensuring quick resolution and minimal disruption to guests' stay.
- Ensured smooth operation of hotel during night shift by coordinating with various departments.
- Enhanced guest satisfaction through efficient handling of check-in and check-out procedures.
- Maintained high levels of customer service by effectively managing guest inquiries and complaints.
- Managed emergency situations calmly for the safety and comfort of guests.
- Dealt with all financial transactions accurately, contributing to sound fiscal management of the hotel.
- Supervised night staff efficiently leading to enhanced productivity during overnight hours.
- Conducted thorough inspections of public areas to maintain cleanliness standards.
- Organised briefing for night shift staff to follow instructions.
- Performed concise and accurate handovers to day manager at end of shift.
- Scheduled night staff and coordinated workflow to foster adequate shift coverage and seamless operations.
- Led employees during night shifts to deliver outstanding customer service and comply with quality standards.
- Patrolled areas to monitor site security and enforce compliance with health and safety regulations.
- Maintained safe and secure environment by monitoring signs of disruptive behaviour.
- Formulated and submitted summary reports to management.
- Conducted night audits to balance reports and reconcile cash drawers.
- Assisted with check-ins, check-outs and reservations to support front office operations.
- Reported suspicious activities to authorities and security department.
- Scheduled meetings with directors to discuss productivity and employee morale issues.
- Oversaw front desk employees to determine performance and delivery of quality services.
- Kept reception area clean and organised to uphold professional office reputation.
- Managed high volume of incoming calls from multi-line telephone system and documented messages.
- Handled office petty cash and maintained flawless records.
Guest relations manager/duty manager
Park Plaza London Waterloo
London
2018.08 - 2019.01
- Collaborated closely with other department managers to ensure seamless operation across different services.
- Handled multiple tasks simultaneously whilst maintaining high standards of professionalism.
- Streamlined reservation process, improving efficiency and reducing errors.
- Enhanced guest satisfaction by promptly addressing their queries and concerns.
- Handled sensitive information discretely, maintaining trust among clientele.
- Provided personalised service to VIP clients, enhancing their comfort and overall experience.
- Developed strong relationships with regular clients through exceptional service delivery.
- Ensured prompt resolution of all guest-related issues, increasing client satisfaction rate.
- Conducted regular team meetings to discuss operational improvements and updates.
- Coordinated with housekeeping and maintenance teams for timely room readiness.
- Achieved increased return visits with excellent customer relationship management skills.
- Trained new staff members for improved customer service delivery.
- Replied to negative online feedback with constructive, helpful responses, seeking to resolve service issues.
- Used insights from guest feedback to improve services, facilities and events.
- Surveyed guests and encouraged honest feedback to monitor service performance.
- Increased repeat business through loyalty programmes and guest offers.
- Monitored and responded to positive reviews to maintain service excellence beyond guest stays.
- Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
Night Auditor
Desert Gardens Hotel, Ayers Rock Resort
Yulara, Australia , Northern Territory
2017.08 - 2018.05
- Distributed morning newspapers to guests' rooms, providing personal touches to enhance customer experience.
- Responded promptly to guest queries, enhancing overall guest experience.
- Verified charges applied to rooms for accuracy and completeness.
- Maintained confidentiality of guests' personal information, respecting privacy rights.
- Processed payments from guests quickly and accurately whilst maintaining friendly rapport with them.
- Coordinated with day shift team for seamless transition of duties.
- Assisted with check-ins and check-outs, streamlining hotel operations.
- Compiled end-of-day reports for management's overview.
- Balanced cash drawer at end of each shift, maintaining accountability.
- Handled late-night emergencies calmly, providing swift resolution.
- Provided excellent customer service, ensuring guest satisfaction.
- Handled feedback from departing guests constructively using it as tool for improving future services.
- Updated room status on hotel management software after routine checks, keeping current records up-to-date.
- Followed up on special requests from guests such as wake-up calls or room service orders enhancing their stay experiences.
- Resolved discrepancies in accounts by careful review of financial transactions.
- Prepared invoices for early departures or extended stays accurately avoiding confusion later on.
- Ensured smooth operation of front desk during night hours to maintain uninterrupted services for guests.
- Controlled cash and credit card payment transactions at front desk.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Documented accounts and logs throughout shift to keep up with all requirements.
Guest service agent
Mercure Melbourne Treasury Gardens
Melbourne, Australia
2017.01 - 2017.03
- Assisted guests in locating local attractions to enrich their stay.
- Liaised with hotel departments to meet guest needs efficiently.
- Ensured smooth check-ins and check-outs for superior convenience.
- Provided high-quality customer service for enhanced guest experience.
- Delivered excellent communication skills to resolve any queries or issues of guests.
- Maintained a clean and welcoming reception area, projecting an inviting atmosphere.
- Arranged transportation services for guests, offering seamless travel experiences during their stay.
- Demonstrated problem-solving abilities by effectively managing challenging situations.
- Handled telephone calls professionally, directing them appropriately within the hotel.
- Coordinated with housekeeping staff for efficient room preparation.
Receptionist
Outback Pioneer Hotel, Ayers Rock Resort
Yulara, Australia, Northern Territory
2016.07 - 2017.01
- Directed visitors and clients to appropriate staff, ensuring efficient service delivery.
- Facilitated prompt issue resolution through careful tracking of complaints until they were fully addressed.
- Administered mail distribution process, ensuring each department received its correspondence in a timely manner.
- Utilised multi-line telephone system to manage incoming calls effectively.
- Exhibited excellent multitasking skills by balancing various responsibilities simultaneously without compromising efficiency or quality of work output.
- Enhanced customer satisfaction by efficiently managing all front desk enquiries.
- Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
- Maintained accurate logs of visitor entries for security purposes.
- Upheld confidentiality with sensitive information handling procedures.
- Kept reception area clean and neat to give visitors positive impression of the company.
- Delivered front of house duties with warm and professional manner.
Receptionist
Hilton Leeds City
Leeds, West Yorkshire
2015.05 - 2016.07
- Exhibited excellent multitasking skills by balancing various responsibilities simultaneously without compromising efficiency or quality of work output.
- Managed phone calls, resulting in effective communication flow within the company.
- Collaborated with team members in organising company events; enhancing team cohesion and morale building activities.
- Maintained an organised reception area for a professional business environment.
- Maintained accurate logs of visitor entries for security purposes.
- Upheld confidentiality with sensitive information handling procedures.
- Facilitated prompt issue resolution through careful tracking of complaints until they were fully addressed.
- Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
- Enhanced customer satisfaction by efficiently managing all front desk enquiries.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Delivered front of house duties with warm and professional manner.
- Kept reception area clean and neat to give visitors positive impression of the company.
Education
Master of Arts - Translation
London Metropolitan University
London 2021.09 - 2024.07
Bachelor of Arts - Interpreting and Translation Studies
Carlo Bo University
Rome, Italy 2011.10 - 2014.07
Skills
- Room booking systems
- Multilingual communication
- Billing and invoicing
- Bilingual or multilingual
- Microsoft Office Suite
- GDPR knowledge
- MS office proficiency
- Office administration
- Localization
- Specialised subject knowledge
- CAT tool operation
- Text editing capability
- Bilingual research
- Proofreading expertise
- Machine translation software proficiency
- Multilingual proficiency
Languages
Italian
Native
English
Fluent
Spanish
Advanced
Timeline
Assistant reception manager
Mandeville hotel
2024.01 - Current
Office manager
Abacus group LLC
2023.09 - 2024.01
Service coordinator
Abacus group LLC
2023.01 - 2023.09
Master of Arts - Translation
London Metropolitan University
2021.09 - 2024.07
Medical receptionist in GP
Abbey Medical Centre NHS
2020.11 - 2023.01
Assistant reception manager
St James' Court, A Taj hotel
2020.02 - 2020.10
Assistant night manager
Park Plaza London Waterloo
2019.02 - 2019.05
Duty manager
DoubleTree by Hilton London - Docklands Riverside
2019.01 - 2020.02
Guest relations manager/duty manager
Park Plaza London Waterloo
2018.08 - 2019.01
Night Auditor
Desert Gardens Hotel, Ayers Rock Resort
2017.08 - 2018.05
Guest service agent
Mercure Melbourne Treasury Gardens
2017.01 - 2017.03
Receptionist
Outback Pioneer Hotel, Ayers Rock Resort
2016.07 - 2017.01
Receptionist
Hilton Leeds City
2015.05 - 2016.07
Bachelor of Arts - Interpreting and Translation Studies
Carlo Bo University
2011.10 - 2014.07