Liliana Grasso

Liliana Grasso

Responsable relation clientèle et d'animation de croisière presso Croisieurope
Vive a Lyon, France

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Chi sono

Passionate about Global Hospitality, today I wish to commit myself
to the tourism and hotel management sector, where I could make the
most of my international career. I believe that the Hospitality
Industry matches perfectly with my personality and it is where I see
myself in the future. Now, I am looking to secure a new challenging
position, which will make the best use of my existing skills &
experiences and also further my personal development.

Esperienza

14 anni e 5 mesi

  • Responsable relation clientèle et d'animation de croisière

    Croisieurope - Lyon, France

    Assistenza clienti
    dicembre 2019 - giugno 2020 · 7 mesi

    - Opérations de supervision de la réception et du service client: embarquement et débarquement des passagers. Fournir une excellente expérience de service client et une assistance client au cours du voyage. Résolution des problèmes avec les clients à bord. Communication des information sur les services offerts à bord et sur les activités proposées aux passagers, rappel des consignes de sécurité à respecter. - Gestion des tâches administratives: rédaction du journal de bord

  • Cruise Operations Manager

    Croisieurope - Lyon, France

    Responsabile Rooms Division
    dicembre 2019 - giugno 2020 · 7 mesi

    - Front Desk Operations : Embarking and disembarking guests. Providing excellent Guest Service experience and Guest assistance during the journey. Solving problems with the guest on board. Administration duties, invoices and reports, daily entertaining and excursions programs. - Upselling shore excursions to passengers. Handling complaints and specific customers requests. - Arranging staff scheduling. Keeping updated records of office expenses and costs. - Acting as liaison between Cruise Director and staff.

  • Front Office and Reservation Agent

    Everland SPRL - Brussels, Belgium

    Prenotazioni
    gennaio 2019 - dicembre 2019 · 1 anno

    - Front Office tasks: Welcomed and greeted clients and visitors with a positive, helpful attitude. Provided the professional and friendly service for guests. Assisted guests with any special problems that might arise. -Answered incoming calls and assisted with reservations, confirmations, room requests, changes, cancellations and questions. Identified guest reservation needs and determine appropriate room type. - Identified opportunities to increase hotel sales and income adjusting room rates and implementing the upselling program. - Maintained knowledge of current hotel events and upon request arranged tours, transportation, restaurant reservations, and activities for guests.

  • Agente de réservation et Front Office

    St. Nicolas Hotel. Bruxelles. Belgique - Brussels, Belgium

    Reception
    gennaio 2019 - dicembre 2019 · 1 anno

    - Assurer l'accueil chaleureux des clients avec élégance et professionnalisme. Présenter les prestations de l'hôtel et répondre aux questions d'ordre générale. Gestion des factures et des réservations. - Identification des opportunités d'augmentation des ventes et des revenus hôteliers directement avec le client pour mettre en oeuvre et gérer les programmes de fidélisation des clients potentiels (cross and up selling). Formation des nouveaux membres du personnel aux techniques de vente de l'hôtel. - Recommandation d'événements, spectacles, lieux d'intérêts touristiques et culturelles, ainsi que restaurants et excursions à Bruxelles. - Gestion et animation de réseaux sociaux en cohérence avec la stratégie de communication et digital marketing du groupe hôtelier.

  • Excursions Tour guide

    Akopso - Lyon, France

    Guida turistica
    gennaio 2016 - dicembre 2018 · 3 anni

    Akopso. Lyon, France - Accompanied tourists in their touristic journey by highlighting the history of the city, its culture and gastronomy. - Developed tour programming to enhance guest experiences. - Worked closely with management staff of Cruise lines and Enterprises to create new and lucrative tours.

  • Cruise Entertainer

    CROISIEUROPE - Lyon, France

    Svago e tempo libero
    agosto 2017 - ottobre 2018 · 1 anno e 3 mesi

    - Creating the set up of parties, events and shows with different themes for approximately 200 tourists per week by creating a festive atmosphere. - Socialising with guests at different events throughout the ship. - Being a reliable source of contact and information for our guests. - Accompanying customers during excursions and ensuring their safety.

  • Tour Guide

    AKOPSO - Lyon, France

    Guida turistica
    dicembre 2015 - agosto 2018 · 2 anni e 9 mesi

    Accompanied tourists in their touristic journey by highlighting the history of the city of Lyon, its culture and gastronomy.

  • Responsable Développement Ventes Export (EEUU)

    Maison Lejaby. Lyon, France - Lyon, France

    Commerciale
    aprile 2012 - giugno 2018 · 6 anni e 3 mesi

    - Traitement administratif des dossiers clients et des commandes (gestion du stock, suivi logistique et traitement des documents export des commandes, approvisionnement, fidélisation du portefeuille clients, rapports d'inventaire et ventes privées). - Analyse de marchés assignés pour bien étudier la stratégie de ventes adaptée aux clients ainsi que de la concurrence présente sur le marché (benchmark). - Développement de nouveaux marchés et nouvelles opportunités. - Déroulement d'un réseau d'agents commerciaux dédié à la vente directe aux États Unis, Asie et Russie.

  • Export Sales Manager

    Maison Lejaby - Lyon, France

    Commerciale
    aprile 2012 - giugno 2018 · 6 anni e 3 mesi

    - Identified new business opportunities by tapping the potential customers from different countries. - Participated in activities as sales calls, entertainment, foire trips, trade shows to develop sales plans and strategies to meet customer’ s needs. - Prepared inventory and sales reports. - Developed network contacts within community to strengthen and expand customer base for sales opportunities.

  • Responsable commerciale

    Multimarques Newell Rubbermaid - Madrid, Spain

    Commerciale
    aprile 2007 - maggio 2011 · 4 anni e 2 mesi

    - Prospection et développement de portefeuille client. Participation aux foires et expositions en Espagne. - Propagation des indicateurs de ventes et suivre la performance des actions de promotion menées. - Organisation des événements fédérateurs pour animer la communauté (web conférences, live tweets, réseaux sociaux). - Gestion des contenus spécifiques (texte / infographies / vidéo) à diffuser, de la collecte à la publication.

  • Cluster Manager Spanish Market

    Multi-Brands Newell Rubbermaid - Madrid, Spain

    Management
    aprile 2007 - maggio 2011 · 4 anni e 2 mesi

    Multi-Brands Newell Rubbermaid. Madrid. Spain - Executed and supported the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence). - Understand the overall market - competitors' strengths and weaknesses, economic trends, supply and demand, to be prepared for potential deals and sales. - Developing commercial strategy with Cluster Director of Sales from planning throughout execution using Company strategy guidelines. - Ensured customer service quality, efficiency, and accuracy with all transactions. Resolved customer complaints in a tactful manner.

  • Sales & Marketing Account Manager

    Abbotts Medical Optics - Dublin, Ireland

    Commerciale
    febbraio 2005 - gennaio 2007 · 2 anni

    Abbotts Medical Optics. Dublin. Ireland - Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities. - Supported the company's service and relationship strategy, driving customer loyalty by delivering service excellence throughout each customer experience. - Responsible for achieving the personal & regional financial and qualitative targets set by the Cluster Director of Sales within the year quarters (budget, sales income, cross selling, competition, team goals) - Elevated account management by predicting potential competitive threats and outlining proactive solutions.

  • Key Account Manager

    Abbotts Medical Optics - Dublin, Ireland

    Account Management
    febbraio 2005 - gennaio 2007 · 2 anni

    - Gestion de portefeuille grands comptes et élaboration d'une stratégie de vente spécifique. - Respect du budget de vente (maîtrise des marges et optimisation de la rentabilité des contrats remportés). - Coordination entre les différents intervenants (techniques, marketing, juridiques, supply chain, opérations, finance, force de vente, etc.) - Résolution des plaintes des clients avec professionnalisme. Garantie de la qualité et de l'efficacité du service client.

Formazione

  • Master en Global Hospitality Management

    Les Roches International School of Hospitality. Suisse

    settembre 2018 - giugno 2019

  • Master in Global Hospitality Management

    Les Roches International School of Hospitality. Switzerland

    settembre 2018 - giugno 2019

  • PGD - Postgraduate Diploma in International Hospitality Manager

    Les Roches Global Hospitality Education - Crans-Montana, Switzerland

    agosto 2018 - giugno 2019

  • Master en Sciences humaines

    Université de Leòn. Espagne

    settembre 2007 - giugno 2009

  • Master en Human Science

    University of León - León, Spain

    settembre 2007 - settembre 2009

  • Master in Human Science

    University of Leòn. Spain

    settembre 2007 - giugno 2009

  • Degree in Science and Technologies

    University of Catania - Catania, Italy

    settembre 1998 - ottobre 2005

  • Degree in Science and Technologies

    University of Catania. Italy

    settembre 1998 - giugno 2005

  • Diplôme en Sciences et Technologies

    Université de Catane. Italie

    settembre 1998 - giugno 2005

Lingue

4 lingue

  • Italiano

    Conoscenza madrelingua o bilingue

  • Spagnolo

    Conoscenza madrelingua o bilingue

  • Inglese

    Conoscenza madrelingua o bilingue

  • Francese

    Conoscenza madrelingua o bilingue

Dati personali

Nazionalità

  • Italiano

Competenze

8 competenze

  • Ability to empathize
  • Attention to detail
  • Energy and enthusiasm
  • Exellent computer skills
  • Motivated and passionate
  • Passion for customer care
  • Strong leadership skills
  • Strong negotiation skills
Contatti
Luis Pou García-Munté
Manager presso INUKINOK S.L
Isabel Martínez Villar
Front Desk Supervisor presso SLS Brickell
Joana Jorge Fernandes
Revenue Analyst presso Four Seasons Resort Dubai at Jumeirah Beach
Vedi 42 contatti
Segue
Moma Group
Moma Group
Paris, France
Akelarre Hotel
Akelarre Hotel
San Sebastián, Spain
Hotel Canyelles Platja
Altri membri
Linh Khánh Lê ✔
Lausanne, Switzerland
Kristina Asiryan
Crans-Montana, Switzerland
Raji Aljesry
Kuala Lumpur, Malaysia
Carla PISTILLI
Lyon, France
Vedi altro
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