Manager Assistant

MICAELA CASTELLANI

**, ******* ********** ****** . ***** ROME, ITALY

MOBILE NUMBER +39-347-******* . EMAIL ADDRESS *******.**********@*****.***

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personal inFORMATION

Nationality : Italian

Date of birth: July 31st, 1984

Place of birth: Rome, Italy

Address: 11, Germano Sommeiller Street, 00185 Rome

Italy

E-mail: *******.**********@*****.***

Telephone: 0039 347*******

EDUCATION

Maturity high school student in Social Sciences

First Certificate in English - Cambridge (issued on

April 2010)

Master in tourist management (tour leader -

technical manager of agency of trip)

Excellent computer knowledge (ECDL) and Hotel

system (Fidelio, Fidelio Gem, Fidelio Cruise, Opera

, Shipstar and Onq)

Driver's licence

London (sprint 2005): "Isis Greenwich" course

University's student of "La Sapienza universit di

Roma" foreign languages

Tokyo (summer 2007): Japanese language intermediate

level course Laboparty association- Langubridge

PROFESSIONAL EXPERIENCE

Princess Cruises (starting from November 2011)

Duty Agent/ Assistant Night Manager (Manager on Duty

between 7pm / 11pm)

- Sun Princess Asia

Assistant Night Manager:

Collect end-of-day cash and checks from ship's revenue

outlets and security of same.

Reconcile all charge checks to ensure signature and

stateroom ID/account numbers are correct.

Post charges into the BluVista computer system (i.e.

laundry, medical, florist, golf simulator,

babysitting, horse-racing and other charges which are

unable to be posted through the Micros system)

Assist the Night Manager by liaising with the

Accommodation Services Manager to obtain assigned

duties for all night staff. Be present when night

staff come on and go off duty if the Night Manager is

not present.

Assist the Night Manager by overseeing night

service/cleaning staff. This will entail making a

minimum of 2-3 trips around passenger and crew areas

of the vessel at different times each evening to

ensure that the work of the Night Stewards and Night

Cleaners is being performed satisfactorily.

Assist the Night Manager as required in ensuring the

efficient running of the Hotel Operation and the

handling of passenger questions/problems that arise

during the evening and night including the entering

and follow up of Hotel Defect Chits.

Assist the Night Manager if required in liaising with

the Security team during the evening and night should

events arise requiring their involvement.

Print passenger shipboard account folios as required

and ensure all folios are delivered to passenger

staterooms.

Ensure that all passenger-related issues are handed

over to the Night Manager AP at the end of each shift.

Responsible for gaining a thorough knowledge of, and

adhering to, the Hotel Policies and Procedures with

regards to Accounting and Administration. Should any

situation arise whereby the correct course of action

is in doubt, guidance from the Night Manager, Senior

Assistant Purser FOM/Accounting or Staff-First Purser

Administration is to be sought.

Assist the Night Front Desk JAP, lending assistance

and guidance when required.

Additional duties include assisting with Shore

excursions dispatch; assisting Administration officer

in regards to clearance and immigration procedures;

Night Duties, assisting Art Auctioneer at art

auctions.

Junior Assistant Purser (for Princess Cruises):

Pacific Jewel (P&O Australia) December 2011- June 2012

Australia

Emerald Princess September 2012 - February 2013 Canada

/ Usa / Caraibbean - Shore Excursion Agent

Pacific Princess World Cruise - April 2013 - May 2013

Responsible for gaining a thorough knowledge of the

ship, including its shipboard activities and the full

range of services provided by familiarizing themselves

with the "Princess Patter" daily, "Food and

Entertainments Schedule", "Stateroom Portfolio" and

"Stateroom Entertainments Guide", to better equip them

to deal with passengers' inquiries.

Responsible for gaining an understanding of other

Hotel Operations areas, enabling them to confidently

answer a wide range of passenger questions.

Responsible for taking a keen interest in the ship's

itinerary, ports of call, shore excursions and points

of interest, enabling this information to be shared

with passengers, as appropriate.

Responsible for responding to all passenger requests

and queries in a manner which is positive,

professional and hospitable, projecting a warm and

caring attitude at all times.

Responsible for assisting passengers by handling

messages, telephone calls, incoming and outgoing mail,

accessing the Internet via the Business Center and

laptops, etc.

Responsible for taking ownership of passengers'

complaints or problems, logging each in the

"Passengers in Focus" file and following up as

appropriate. Responsible for liaising with the Front

Desk Supervisor/SAP Front Office Manager/Passenger

Relations regarding sending "glitches", when

appropriate.

Responsible for entering Hotel Defect Chits, where

appropriate and following up with passengers to ensure

the defect has been rectified to the passenger's

satisfaction. Responsible for then following up with

the Front Desk Supervisor or SAP FOM/Passenger

Relations should the problem not be rectified quickly

or not be resolved to the passenger's satisfaction.

Arranging through the Front Desk Supervisor or SAP

FOM/Passenger Relations a "glitch" where appropriate.

When uncertain of the correct response or procedure to

be followed, assistance is to be sought from the Front

Desk Supervisor, SAP FOM/Passenger

Relations/Accounting or Staff First Purser

Administration and follow up made with the passenger

as quickly as possible, ensuring minimal delay.

Responsible for gaining a thorough knowledge of the

Hotel Policies and Procedures Sections B Accounting

and C Administration and ensuring these are adhered

to. Should any situation arise whereby the correct

course of action is in doubt, guidance from the Front

Desk Supervisor, Senior Assistant Purser Front Office

Manager/Accounting or Staff-First Purser

Administration is to be sought.

Responsible for accessing passengers' shipboard

accounts in the computer system and providing copies

of shipboard account folios on request. To provide

explanations to passengers' in response to any queries

they may have relating to their shipboard accounts

and, if required, to locate the ship's copies of the

relevant checks to verify the correct posting of

charges.

Responsible for handling the settlement of shipboard

accounts by accepting payments made by credit card,

travelers check, cash or personal check. To be

familiar with the "Express Check Out/Cash Deposit

Requirement" and assist the Front Desk Supervisor and

SAP FOM/Accounts with the monitoring of passengers

settling their accounts with cash to ensure they

remain in credit. To keep the FDS or SAP FOM/Accounts

updated as to those passengers who have not registered

a form of payment and assist the FDS or SAP

FOM/Accounts in the contacting of passengers whose

credit cards have been declined, for an alternative

means of payment.

Responsible for the encashment of personal checks (to

the approved limit) and travelers checks.

Responsible for the buying and selling of passengers'

foreign currencies and postage stamps.

Responsible for maintaining a float which is to be

balanced at the end of each day and for preparing the

accurate pay-in of funds to the Senior Assistant

Purser Front Office Manager/Accounts as required.

Be knowledgeable of, and adhere to, "Security of Cash

Floats/Safes & Keys" in the Policies and Procedures

manual.

Responsible for assisting the night management team as

required with their audit function.

Responsible for assisting the Front Desk Supervisor

and Senior Assistant Pursers (Front Office Manager,

Passenger Relations and Accounting) in preparing

passenger documentation as required.

Responsible for ensuring the Pursers Desk Handover

Book is read prior to the commencement of each shift

and updated throughout the duty period. Responsible

for ensuring, at the end of each shift, all

outstanding issues are handed over to colleagues and

recorded appropriately in the Pursers Desk Handover

Book.

To socialize with and be highly visible to passengers,

attending passenger cocktail parties etc as required.

Manager of the Entertainment in a beach resort, Italy

(Summer 2010 and summer 2011) Nicotera Beach Village -

Company's name: "Planet Holiday Entertainment"

Human resource coordinator for "Planet Holiday

Entertainment" (Company's name)

Boscolo Hotel Exedra - Guest Assistant (8 months)

Hilton London Gatwick - Receptionist Shift leader, (8

months).

(nominated as employer of the month June 2009)

"Rome Cavalieri Hilton - Waldorf=Astoria" - Conference

& Events coordinator (6 months)

Receptionist - front desk for Central City Hotel ***

in Rome. (1 year)

Hostess

Representative in tourist village

Childrens clown entertainer for birthday parties

Experience with a travel agency

Sales assistant

Childcare

Data entry service

Over 10 years of experience in Entertainment, Summer

season in the Italian Beach Resort

Sales assistant and waitress in England (London -

Bromley South) during Winter and Spring 2005

FOREIGN LANGUAGES

Fluent in Italian, English and Spanish; intermediate

level in Japanese and Basic French

Contact this candidate