Zoé Gotti

Creative, dynamic, determined with an international expatriate background and an open mindset; I have always been passionate about the art of travel and wellness. Highly adaptable and curious to learn, I am taking each opportunity to grow and gain experience in the hospitality industry in which I am seeking to develop my professional goals.

Having gained all of my professional experience in luxury, I have developed a great sense of interpersonal and relationship skills, operational, communication, organisational skills and high-lifestyle expertise.

• Native speaker in French and Italian, fluent in English and Spanish; basics in Chinese.
• Proficient in Microsoft Office, Google chrome. Working knowledge in Opera,Scrigno, Trello, Slack, Asana and Notion.
• Highly effective communicator, both verbally and written.
• Advanced problem-solving skills and ability to demonstrate creative solutions to challenging problems.
• Worldwide Luxury Travel Advisor
• Excellent handling of high profile guest demands.
 

Front Desk ReceptionistFront Desk Receptionist

Caruso, A Belmond Hotel · InternshipCaruso, A Belmond Hotel · InternshipMay 2021 - Aug 2021 · 4 mosMay 2021 - Aug 2021 · 4 mosRavello, Campania, ItalyRavello, Campania, Italy

- Switchboard operator (Managing all incoming phone calls redirecting as appropriate. Handling internal emails and in house communication)
- Concierge agent handling reservations (theforkmanager.com; Alice app; Salto; Google spreadsheet) for restaurant, shuttle bus, sanitary/medical services and spa. 
- Guest assistance and hotel tour hostess.
- Managing guest's profiles on Cardex and personalization research 'Show me you know me'.
- Dealing with high profile and demanding guests queries providing information concerning the hotel , the town and the surrounding area.
- Head of housekeeping assistant generating the daily reports and schedules.

Guest Experience AssociateGuest Experience Associate

Mystique, a Luxury Collection Hotel · InternshipMystique, a Luxury Collection Hotel · InternshipJun 2022 - Jul 2022 · 2 mosJun 2022 - Jul 2022 · 2 mosThíra, Southern Aegean, GreeceThíra, Southern Aegean, Greece

- Guest experience executive from check-ins and check-outs, complaints, as well as 24/7 concierge services.
- Review of PMS on a daily basis to analyse guests arrivals and departures as well as Guest status with their member tier if applicable + check-in procedures accordingly with amenities.
- Use of Marriott Bonvoy L+D platform for training, MGS for resources and EMPOWER/GXP platforms.
- Use of Opera and Excel sheets for log books.
- Marriott member tier points and plans knowledge.
- Apply and follow the guest experience standards from discover to reflect + grow final phases.
- Following the Luxury Collection standards and work ethic.
- Upsell and cross-sell room types and categories.
- To guide guests on transformative journeys that touch their spirits and enrich their lives.

Front Desk ReceptionistFront Desk Receptionist

Monte-Carlo SBM / Société des Bains de Mer · InternshipMonte-Carlo SBM / Société des Bains de Mer · InternshipAug 2022 - Sep 2022 · 2 mosAug 2022 - Sep 2022 · 2 mosMonacoMonaco

- Customer reception.
- Discovery of the company.
- Registration of customer data in the PMS and other dedicated softwares such as Opera.
- Application of reception/cash procedures and various administrative tasks.
- Inter-service professional communication 
- Self-control in challenging situations with guest satisfaction.
- Time management.
- Guest relations with high profile clientele.
- Applying 5 star standards from Leading Hotels of The World.
- Upsell and cross-sell room types and categories.

Connecting The DotsConnecting The Dots

9 mos9 mos

Travel AgentTravel Agent

FreelanceFreelanceMar 2022 - Nov 2022 · 9 mosMar 2022 - Nov 2022 · 9 mosDubai, United Arab EmiratesDubai, United Arab Emirates

- Creating and curating personalised unique travel itineraries and bookings, lifestyle management and travel consulting.
- Creating Travel itineraries, Travel Guides and brochures on Canva for the website.
- Researching and analysing best experiences, hotel deals and partnerships in desired locations.
- Luxury standards.
- 24/7 Assistance on CRM and whatsapp business.
- Booking hotels, flights, trains, private jets, yachts, cruises and car rentals worldwide.
- Problem solving with network and exceeding guest expectations.
- Personalisation with membership and benefits.
- Optimising travel budget.
- Strategic involvement in creation and delivery of the Private product, liaising closely with product and delivery teams.
- Ensure quality control of all product and service delivered to Private clients, with personal follow up to members at all times.
- Build a loyal and high spending personal member portfolio.
- Negotiate, meet and aim to exceed agreed financial targets for own market sector.
- Establish key supplier relationships with targeted high-end partners and constantly seek new experiences and destinations to add to the Private portfolio.
- Attend relevant industry events, launches and discussion groups to keep abreast of the market.

Having completed a double diploma Bachelor in Paris with Luxury Hotelschool Paris and London Southbank University with British professors giving class and having completed many diplomas such as Vet by EHL and e Cornell , This Bachelor has taught me everything about 5 star hospitality and its standards. We are taught from how to cook to asset management and finance.

Furthermore, to validate each academic year and our intelectual and professional growth, we had an internship placement each year of 4 months to learn from the best hotels and the current workforce.