Eleonora Casadei

- Assist in proactive recruitment process, helping to develop a pipeline of diverse talents within targets - Improve the quality of candidate experience by updating and reviewing the recruitment process - Use applicant tracking system to track and manage applicants through the recruitment & selection process - Works closely with the hiring Managers to develop a unique and trusted relationship - Advertise job openings on appropriated platforms

- Team Supervisor - Coordination of tasks within the team - Analyze agents performances via the KPI and Company targets - Provide continuous feedback and training to the team, in order to improve their skills - Support the team on a daily basis through decision making - People Management - Escalation calls - Assist agents in real time for approvals and decision making - Ensure that excellent written and verbal communication is delivered to the Customers

- Support Customers / B2B / Partners via phone calls and e-mails - Handle requests for Hotel reservation in amendment, cancellation, general inquiries - Manage allotment rejects and provide with booking relocation - Handle Customer complaints focusing on problem solving

- Supervise the front and back office - Ensure that excellent Customer Service is being provided - Stand up for the Front Desk Manager when needed - Prepare working schedules - Perform Team meetings and coaching sessions with the team Provide Mentor session with the newbies

- Handle Guests request from the on board front desk - Handle e-mails and calls and support the Guests throughout their stay - Cashier operations during the Cruise and disembarkation - Perform onboard announcements via the P.A. system - Contact other on board departments such as Housekeeping and Restaurant when necessary

- Assist the Guests with Check-in and Check-out procedures - Manage the reservations system through Navision - Promote extra services such as taxis and transfers or benefit packages - Handle Guests request through their stay - Handle complaints focusing on solution