Q: What was your first job?
I started in the hotel where I am still working today as a bell girl after
my diploma when I was 19 years old.
Q: What has been your progression through Sheraton?
I was promoted head concierge in 2003. In 2006 I was awarded with the
“President’s Award” for our high Starvoice results and the positive Guest
Satisfaction feedback.
Q: What is your favorite thing about working here?
I appreciate that Starwood is a trustful, serious employer with an
excellent reputation on an international level. I particularly like that
Starwood invests a lot in its people via training & their interest in
our associates’ continuous development.
Q: Describe your job now.
As a Head Concierge I am the manager of 8 people and am the main contact
for our guests. As a resort, our guests do stay with us for an average of 3-7
days, so that they often rely on my suggestions for excursions, by boat or by
car. We also offer the transfer from/to the international airport of Olbia
which is a very important service for our guests because it determines the
first and the last impression of our destination.
Q: What is the most satisfying part of your job?
I like making our guests feel at home. Sometimes this is not easy, because
travelers can be very worried for many reasons. Showing empathy I do my best to
calm them and assure them that we will take care of their problems. The
secret for a successful concierge is not only to solve the issue in the
shortest time possible, but also anticipating a guest’s needs.
Q: Can you provide an example?
Last year a lady was completely upset because her luggage was lost by an
airline company. I not only offered her our special beauty set, but I also
gave her some new clothes of mine to borrow. She was very surprised about
my personal care and calmed down immediately. Sometimes excellent service
goes beyond the expected.
Q: How do you make your team feel that they are part of the Sheraton
experience?
I try to make sure that my new coworkers feel competent with their job
assignments and become part of our team immediately. I try to accommodate any
personal request from my staff, because I count on their support, too, when
things are tough. We are like family.
