Roberta Capozzi Email & Phone Number

United Kingdom

140 rooms, plus 41 suites, 45 team members.• Overseeing all elements of the operation overnight.• Ensuring the safety and enjoyment of our guests while setting the teams up for success.• Ensuring the health and safety of all departments and guests overnight, includingimplementing and enforcing safety protocols and emergency procedures.• Overseeing the guest experience overnight and ensuring all guests receive a consistentlyhigh caliber of service, handling any guest concerns or issues promptly and effectively.• Training, nurturing, and inspiring the team, specifically managing the performance of thenight shift by conducting regular training sessions, providing constructive feedback, andfostering a positive and motivated work environment.• Implementing effective communication channels to ensure seamless information flowbetween the night shift and other departments, promoting teamwork and collaboration.• Collaborating with the Front Office Manager and other relevant stakeholders to develop andimplement standard operating procedures and guidelines for night shift operations.• Act as the primary point of contact for guests during the night, addressing any concerns,resolving issues, and providing exceptional customer service.• Demonstrate a proactive approach to guest service by anticipating guest needs, resolvingissues before they escalate, and creating memorable experiences.• Focusing on service excellence, emergency procedures, and crisis management.• Monitor and maintain accurate records of incidents, complaints, and any other relevantinformation during the night shift, ensuring proper documentation and follow-up actions.• Continuously review and improve operational processes and procedures to enhanceefficiency, productivity, and guest satisfaction.

United Kingdom

Overseen the operation and management of the summer student accommodation.2000 rooms20 team members

London, England, United Kingdom

Complex of 79 luxury apartments From the project to the realisation

Pre-opening369 rooms 5 meeting roomsStaff of 27 team members

London, United Kingdom

Acting as Night Manager/ Duty Manager

Londra, Regno Unito

Under refurbishment

Master'S Degree, Msc Business With Finance

Certificate Program, Commercial Real Estate

Master'S Degree, Tourism And Hospitality Management

Bachelor'S Degree, Tourism And Hospitality Management