Martina Massara

I was born on 18/06/1997. I am a dynamic and creative person, resourceful and with a propensity for interaction with the public. In my current occupation in addition to the knowledge of customer experience, I have had the opportunity to be able to support colleagues in the creation and support of events, a field in which I would like to join.

Guest Experience Coordinator

ME Milan Il Duca 5* - Piazza Della Repubblica, 13, Milan, Italy.

• July 2022 - present.
• Excellence in customer service, whilst maintaining high levels of respect and a professional image at all times, with a particular focus to details and clients’ needs.
• Anticipate & identify guest and VIPs’ expectations, ensuring that their needs are met.
• Ensure all guests are greeted and acknowledged immediately on arrival at the desk, and that all telephones are answered promptly; ensure that all guests’ requests and queries are answered as soon as possible, being familiar at all time with the complaints procedures and various quality tools.
• Compliant management, preparation for VIP guest arrivals, room inspection,
• VIP guest travel arrangements from before arrival to the end of the trip, guest agenda organization, room detail care,

Università dell insubria erasmus università di siviglia

Università di Bergamo master degree in planning and management of tourism systems