Gisella Vittoria Giannone

Experience in Central Reservation Department for NH Hotel Group worldwide in which knowledge of all properties, rates and offers as well as being aware of cultural diversity when dealing with customers from different countries, were key for succeeding during the sales process. Incentive campaigns recording sales up to 2000 euros in bookings per hour per agent thus increasing income of the company.

Upselling of Unified Communications services to main large accounts, planning and monitoring the implementation of new services. Creation and adoption of new common procedures for the team in Western Europe.

First european team to implement the new CRM platform and successfully perform the migration of its customers ensuring continuity and access to services. Planning and monitoring migration campaigns of large accounts to cloud platforms, minimizing communication costs for businesses while maintaining quality of service. Assistance to customers in Spain, Italy and Portugal.

Market research, analysis of the competition and creation of new campaigns for Spain, Italy and Portugal. Planning and organizing activities with the press for promotion of the company in different media.

Excellent teamwork in the management of the department during the Olympic Games guaranteeing excellent, fast and efficient customer service with 100% occupancy in the structure. Development and introduction of new registration procedures for groups arrivals due to the large number of groups staying with us during the Olympics.

Preparing and improving the Reception Team in up selling & cross selling techniques for the promotion of the new room categories introduced after the renovation works. Improvements in complaints management techniques supporting the Duty Manager in the task.

Introduction and knowledge of the work to be performed in the Reception Department and other key departments of the structure and communication between them. Communication with customers and foreign suppliers preparing arrivals for the summer season.