michela santagata

* Guest Relations Executive - Intercontinental Hotel Group Holiday Inn London Bloomsbury, 316 rooms - managing a Team of 12. Key Achievements: * Prepare VIP list, creating report ensuring IHG Rewards Club members and Long Stay guests receive special attention and that the correct VIP code and packages are used. * Arranging Guests room allocation and amenities prior to arrival when needed, assisting last minute requests and guest preferences. * Promote inter-hotel sales and in-house facilities, assisting guests with business services and related queries. * Respond to online Guest feedback promptly and professionally. * Manage Hotel's social media pages, keeping Guests updated with new offers or events involving the hotel.

* Reception Supervisor for the Holiday Inn London Bloomsbury, 316 rooms - managing a Team of 12. * Training my Team on the Service Recovery Initiative. Scores Raised by 4% resulting in a 9% increase in Guest satisfaction. * Training my Team on: express check in and check out process with Loyalty Members and VIPs resulting in a better guest experience minimizing queuing on both arrival and departure time. * Linking Our Guest Satisfaction Scores to our Upselling incentive program to create consistency between both programs. Upselling improved and our guest satisfaction increase of 9% . * Implementation and training of several tracking and reporting projects to increase team engagement and motivation. * IHG Rewards Loyalty Champion title, leading my staff to increase enrollments and member recognition on our loyalty members, focusing on guest satisfaction.

* Receptionist - Intercontinental Hotel Group Holiday Inn London Bloomsbury, 316 rooms. * Act with integrity, professionalism and welcome Guests in a warm and friendly way, as I am aware when at work I represent the company and its brand. * Get mentioned in guest reviews: Through TripAdvisor, IHG websites and E-Mails. * Build relationship with VIPs and regular guests who usually ask for me on arrival. * Received the Bee of the week award. * IHG Rewards Champion title.

* IHG Rewards Loyalty Champion - Holiday Inn London Bloomsbury, 316 rooms. - managing a Team of 12. Key Achievements: * Increasing the hotel member recognition, reaching 92.31% during the month of May 2016. * Increasing number of qualified enrolments per month. Being classified 3rd for the most number of enrolments in Europe during the month of May 2016 (with 1.005 enrolments). * Training and updating the team with new projects and newsletters from IHG Rewards. * Looking after VIP Guests and managing rooms upgrade before arrival to guarantee the best check-in experience.