Lucrezia Capuzzi
Valencia
Summary
Passionate professional with over 16 years of experience in tourism and customer care services. Skilled in coordinating guest services, team leadership, and conflict resolution.
Highly adaptable to multicultural environments, with a strong ability to manage multiple tasks in fast-paced settings.
Detail-oriented, proactive, and dedicated to delivering exceptional customer experiences.
Overview
9
9
years of professional experience
Work History
Front Office Manager
YOURS Boutique Hotel *****
Valencia
02.2022 - 03.2024
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Prepared and analyzed front office reports to track performance and identify improvement areas.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Monitored guest satisfaction metrics and developed strategies to improve service quality.
Front Office Agent
Caro Hotel *****
Valencia
10.2021 - 02.2022
- Delivered concierge services by managing reservations and transportation planning.
Restaurant Manager
Ristorante del Babb
Manerbio
06.2015 - 11.2021
- Managed recruitment, training, scheduling, and employee evaluations while improving operational efficiency.
- Analyzed financial statements and developed strategies to enhance customer satisfaction and resolve complaints.
Assistant Front-Office Manager
Friendly Hills
Lisbon
09.2017 - 12.2017
- Maintained accurate transaction records, resolved billing discrepancies, and developed strategies to improve customer satisfaction.
Education
Master - Marketing and Management of the Tourist and Hotel Enterprise
UET
Rome, RM, Italy05.2022
Bachelor degree - Languages and Culture for Tourism
Turin University
Turin11.2021
Skills
- Team Leadership
- Problem-Solving
- Decision-Making
- Teamwork
- Time-Management
- Proficient in Conflict Resolution
- Oral and writing communication
- Staff management
- Adaptability
- Customer-Focused Mindset
- Cultural Sensitivity
Languages
Italian
First Language
English
Advanced (C1)
C1
Spanish
Advanced (C1)
C1
Portuguese
Upper Intermediate (B2)
B2
Timeline
Front Office Manager
YOURS Boutique Hotel *****
02.2022 - 03.2024
Front Office Agent
Caro Hotel *****
10.2021 - 02.2022
Assistant Front-Office Manager
Friendly Hills
09.2017 - 12.2017
Restaurant Manager
Ristorante del Babb
06.2015 - 11.2021
Master - Marketing and Management of the Tourist and Hotel Enterprise
UET
Bachelor degree - Languages and Culture for Tourism
Turin University
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