Giada Oliva

I consistently worked to enhance guest satisfaction by addressing and resolving concerns promptly and professionally. I coordinated effective communication between departments to ensure seamless delivery of guest services. Using my knowledge of local attractions, I helped guests plan their stays to create memorable experiences. I handled guest complaints, often turning challenges into opportunities for positive resolution. I responded to guest inquiries—in person, over the phone, and via email—with efficiency. I also provided detailed and helpful information about hotel amenities and offerings to ensure guests were satisfied with their options.

I felt very lucky to cover this position at the Hotel Arts Barcelona which offered me a dynamic opportunity for continuous growth and professional development, allowing me to consistently challenge myself and advance in my career. My role involved overseeing a variety of key operations during each shift, including managing guest check-ins and check-outs, handling pre-arrival communication through emails and phone calls, organizing tours and transportation services, and coordinating food and beverage activities within the club lounge.

During my internship at the Hotel Arts Barcelona, I had the opportunity to apply Ritz-Carlton’s customer care standards, focusing on attention to detail, service personalization, and guest satisfaction. I gained experience in using the PMS Opera system for managing luggage check-in, check-out, rooming and logistics like bag drop and bag pull.

Additionally, I developed strong skills in resolving guest complaints swiftly and efficiently, while consistently anticipating their needs to enhance the overall guest experience. Working in a dynamic environment also allowed me to explore cross-departmental opportunities leading me to assume then a position in another department of the hotel as an employee.

As a receptionist at a dance school, I managed welcoming and receptionist operations, including data registration and back-office tasks. I provided clients with detailed information about various packages while ensuring an exceptional guest experience. Additionally, I organized assisting the dance school manager competitions and shows, contributing to the overall success of our events.

In this role, I focused on customer care activities, managing email and phone communications with clients. I utilized the Scrigno PMS for efficient operations and effectively handled stressful situations and complaints. Additionally, I engaged in pricing and selling activities, ensuring customer satisfaction while maximizing revenue.