My second collaboration with the Restaurant PreTesto Umbria Food Lovers is closely linked to the opening of another store in Como.This time, I dedicated myself to a more strategic aspect of the business with the aim of improving the quality of customers’ experience and consequently the online and offline reputation of the business. First of all, I analysed and monitored the positioning of the corporate identity through the study of customer feedback, then I planned initiatives aimed at improving the perception of the brand in order to increase interest in the service and products offered and therefore the sales.At the same time, I created a network of contacts with some tour operators to get groups reservations in both restaurants and with producers of Umbrian excellence to create ad tasting events.My role:- assessment of the positioning of the brand and definition of corporate objectives- support for the enhancement and improvement of the website and content research for an effective social communication plan, in Italian and English- definition of the graphic material crucial to communicate PreTesto identity, such as menu, advertising placeholders, flyers for events, shop info- planning of activities aimed at enriching the gastronomic offer, introducing niche products and making the shop corner visually attracting- collaboration with local tour operators and management of group bookings- organization and realization of food and wine tastings to present Umbrian producers to Italian and foreign customers- staff training on table organization and booking management, customer assistance before, during and after the experience, menu communication (storytelling), sales techniques, customer loyalty, complaints management

I started collaborating with Life Apartments to combine a seasonal job with an intensive Spanish course that I was attending at the "Instituto Picasso" language school. Later, thanks to my organizational skills, my promptness in making decisions and my ability to relate with guests, I was offered the opportunity to continue the collaboration until I became the company Destination Manager in Málaga.My job consisted in directing and promoting 20 tourist apartments located in the historic centre of the city, optimizing the human and economic resources at my disposal in order to guarantee high quality guests service and enhance the cultural, natural and gastronomic heritage of the Andalusian destination.The confidence that the company put in my abilities, although I was not Spanish and my language skills were not optimal at first, was a great satisfaction for me and gave me the opportunity to understand that I was well suited to a leadership position.My role:- Multilingual communication with guests before arrival to identify expectations and needs- Verification of the good condition of the accommodation before and after the stay- Reception and 24 hours guests’ assistance, check-in and check-out, declarations of arrival at the police office- Delivery and recovery of keys, presentation of the apartment- Development of personalized tourist material, information on the neighbourhood and the city- Coordination of operational management activities, including maintenance and cleaning- Problems resolution related to tourist experience- Development of collaborations with local tourist organizations and authorities- Participation in company meetings as Destination Manager for the city of Málaga

After working many years in the tourism field, I decided to launch myself on a new challenge in catering, a fascinating business that I had experienced as a waitress and bar-cafeteria attendant during the summer closure of school and university.On behalf of the company Umbria & Sapori srl, I held the role of Head Waiter at the Milan store with the tasks of organizing and coordinating the activities of the dining room staff, creating a serene and positive work environment, getting involved customers in a taste experience that has its roots in the ancient gastronomic traditions of Umbria region, illustrating the products and high-quality raw materials offered.My role:- Interviews, orientation and training through periodic staff meetings- Scheduling for shifts- Observe employee behaviour and establishment conditions for compliance with safety and securityprocedures- Receive and record table reservations- Check of dining area before opening hours- Greet, seat and assist customers - Observe customers being served in order to correct problems- Cash management and monitoring- Listen to and resolve customer complaints- Prepare written reports on cleanliness, food quality, personnel, inventory, sales, food waste, labour costs

The “Veneranda Fabbrica del Duomo di Milano” is the historic authority responsible for the conservation and enhancement of the Cathedral.With this job opportunity, I had the privilege of communicating a historical and cultural heritage of inestimable value, I deepened the history of the city, I studied the characteristics that make the Duomo one of the most visited monuments by tourists from all over the world, I analysed the stylistic details, I had access to places closed to the public, I visited the Candoglia cave where the typical marble comes from and where people still work tirelessly to keep alive this extraordinary symbol of Milan.My role:- Reception and assistance of Italian and foreign visitors at the Info point- Back Office activities at the guided tours office- Design of itineraries for individual visitors, groups, institutions to discover the the Cathedral, the Archaeological Area, the Terraces and the Museum- Collaboration with the events office to create personalized itineraries requested by private companies who wanted to offer their guests an exclusive experience- Supervision of guided tours in coordination with the ticketing and microphone system office- Analysis of tourist flows, visitors’ satisfaction index and service quality

The training period at the Westin Palace meant a complete immersion in the world of luxury hospitality. During this experience I learned what it means to work for a strong brand with an international character, with a well-defined image and reputation, based on a strongly American business philosophy. I got to know all the departments closely, from maintenance to management, and this helped me to have a global vision and gave me evidence of the importance of a cohesive team that works to achieve common goals.My role:- Interaction with the main departments and participation in all the activities organized by the Events and F&B Office- Rooms’ check before arrivals with meticulous attention to detail to guarantee the quality standards of the brand and meet the requests of demanding guests- Collection and analysis of data relating to guests’ satisfaction index to propose improvement strategies aimed at offering a service of the highest quality- Management of all the reviews left by guests on the website, on social networks and through the hotel questionnaire

As soon as I arrived in Milan, I started an extracurricular internship at the exposition “Picasso. Masterpieces from the Musée Picasso in Paris” at Palazzo Reale.The decision to apply for this internship came from my strong interest for exhibitions, cultural events and international artistic events.In particular, my goal was to gain a concrete museum work experience and get to know all the people that had taken part into the creation of a large-scale exhibition, those who are "behind the scenes" and who had been involved in designing the idea, organizing the event, planning the booking system, but also of those figures who instead had to deal with visitors directly.My role:- greeting groups and complaints management- coordination among visitors, ticket office, security and guides- distribution and processing of satisfaction questionnaires organized to evaluate the services provided to group leaders, teachers and guided tours participants - interaction with visitors by communicating information about the exhibition, the Palazzo Reale history, guided tours and laboratory activities for children- control of visitors’ flow to avoid the overcrowding inside the exhibition halls

This work experience has given me the opportunity to acquire specific skills in the tourism sector, deepen the knowledge of my territory and get in touch with the main destination promoters.The stimulating work environment and the synergy with very competent and passionate colleagues, have helped me learning of a large amount of content, the ability to quickly memorize information, the capability to listen and the proactivity to deal with problematic situations.My role:- Reception and assistance to Italian and foreign tourists, both in person and by email and telephone- In-depth study of the territory to be able to communicate the characteristics and services of the main accommodation facilities, activities, cultural heritage- Development of partnerships with hotels, campsites, resorts, real estate agencies and local authorities dedicated to promoting tourism in the area- Reservations- Promotion of tourist itineraries and day trips sale - Registration and analysis of tourist presences in the area

While attending University, I took the opportunity to spend a summer season in Brazil working as tourist entertainer for a local Hotel. The Praia Serrambi Resort was one of the properties managed by the Columbus group and it offered high quality services to international customers welcomed by a team of Italian and Brazilian professionals capable of communicating in different languages. My role: - guests’ assistance since arrival and for the whole duration of their stay, making them feel like in a big family, away from everyday stress and worries - collaboration in events planning - participation in evening shows - guests' involvement in the various initiatives such as sports activities, dance lessons, treasure hunts, cards, bingo, cocktail parties, competitions in the pool and on the beach - participation in all the excursions organized in the area by the Resort as tour leader in collaboration with local guides. Thanks to my curiosity local heritage and my self-confidence in speaking English, I had the task of involving foreigners and translating simultaneously for Italian guests.