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Fiora LANFRANCHI / PINCZON du SEL

Hotel Manager
French

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Fiora LANFRANCHI / PINCZON du SEL
37 years old
Driving License
Le Havre (76600) France
Contact me
Professional Status
Unemployed
Available
About Me
With more than 10 years of experience in hospitality, in France and abroad, I am a young woman ultra versatile, bilingual, autonomous, technician, and dedicated.

My biggest assets are my excellent presentation, my sense of welcome, my pragmatism, my capacity for hard work, but especially my ability to handle unforeseen and difficulties.

My management is based on finding and using of the strengths of each team member. If I know how to be directive, it is always with kindness and pedagogy.
Experiences
  • Hôtel Dress Code****
    • 33 rooms
    • Workforce: ±15
    • Occ.: ±80% (before Covid)
    • ADR: ±225€ (before Covid)
    • Breakfast, bar, spa with swimming pool and hammam. HK and maintenance outsourced.
Detailed Description
  • MISSIONS
    Classic missions of boutique Hotel Manager: operational management, team management & HR, marketing, revenue and sales, management and administration, quality, reception, etc.
  • CHALLENGES
    • 1st experience with an independent owner
    • Management of the Covid crisis with successive closures and openings, and all the HR, technical and commercial consequences.
Company website
https://www.hoteldresscode.com/en/
  • Ponant, Cruises*****, Antarctica and Pacific: Manager
    • 132 cabins
    • ±150 crew members
Detailed Description
  • MISSION
    Multi-disciplinary position, including Front Office Manager, Guest Relation Manager, and Sales Manager onboard Le Soléal.
  • CHALLENGES
    • Management of a damage and evacuation of passengers
    • PR manager for post-damage work delay involving the delay in the start of cruises
    • Discovery of life on board and the sailing environment.
Company Description
Ponant***** is a French cruise line with a dozen ships. Each ship welcomes its passengers for luxury cruises to enjoy unique experiences and expeditions in the most secret places on our planet.
Company website
https://us.ponant.com
  • Hôtel Crayon*** & Hôtel Crayon Rouge****
    • 45 rooms
    • Workforce: ±25
    • Occ.: ±90%
    • ADR: ±160€
    • Breakfast, wine bar and honesty bar. HK outsourced. In-house maintenance.
  • ADDITIONAL MISSIONS:
    Takeover of the management of the Hôtel Odyssey (29 rooms from 12/2015 to 03/2016); pre-opening and launching of the Handsome Hôtel (22 rooms from 02 to 03/2016)
Detailed Description
  • CHALLENGES
    • Outsourcing of room service
    • Obtaining a 4th star
    • Post terrorist attacks management
    • Multi-site operational management with simultaneous takeover and opening.
  • OPERATIONS MANAGEMENT:
    Management of two different hotels, application of concepts, guest satisfaction and quality, coordination and supervision of all services, housekeeping outsourcing operation, management of imponderables and disputes…
  • TEAM MANAGEMENT AND HR :
    Insuring a positive climate, recruitments hiring and inductions, goal achievements and responsibilities, administrative follow-up (occupational medicine, mutual fund, leaves, salary and pay slips…), transmission of knowledge, monthly meetings and bi-annual interviews, all terminations of contracts, rules and regulations, comprehensive workplace risk assessment inventory…
  • SALES AND FINANCIAL MANAGEMENT:
    Realization and monitoring forecasts and budget, follow-up of the bank account, Yield management with the headquarters, development of the corporate clientele, negotiation of supplier contracts, follow-up of the results TripAdvisor, dynamization of the common spaces and creation of events, reporting…
Company Description
www.hotelcrayon.com
www.hotelcrayonrouge.com
  • In addition to the Crayon & Crayon Rouge hotels, I had the opportunity to manage a 3rd hotel: the Hôtel Odyssey*** (29 rooms)
Detailed Description
  • Odyssey Hotel is a true hotel experience that you must try at least once in your life. We find ourselves outside of time, in a space-time shuttle... Guaranteed trip!
Company website
https://hotelodysseyparis.com/en/
  • In addition to managing 3 hotels (Crayon, Crayon Rouge, Odyssey), I was able to take care of the opening of the Handsome Hotel (22 rooms). It was a “lightning” mission for the launch of the hotel.
Detailed Description
  • Missions during an opening are varied: concept creation, work monitoring, marketing, setting up the entire organization, creation and training of a team, management of the administrative part, opening of supplier accounts, creation of all visuals and supports necessary for operation, creation of all standards (HK, F&B,...),...
  • 4 hotels, including 1 in opening, imply a sustained pace... And it's an experience that we are lucky to live few times in our lives!
Company website
https://handsomehotelparis.com/en/
  • The Hidden Hotel****
    • 35 rooms
    • Occ.: ±90%
    • ADR: ±215€
    • Breakfast (2 rooms), brunch, bar, smoking room, meeting room. HK and in-house maintenance.
Detailed Description
  • The Hidden Hotel is unique and secret place located a few steps from the Champs Elysées. The owners were inspired by their philosophy and by the love of our nature to create a haven of peace, decorated with noblest materials.
    • 35 rooms (including 2 suites)
    • 2 breakfast rooms
    • A Bar
    • A meeting room
    • A smoking room
  • Missions for a Assistant General in a small structure are as various as enriching. It is to assist the General Manager, to achieve the objectives set up by the Elegancia Hotels Group; while coordinating and organizing daily all the services with the help of the team.
  • PERSONNEL MANAGEMENT:
    • Recruitment of new team members (interviews, declarations, contracts, personnel register): trainees, full and part time contracts
    • Induction and management of the team
    • Handling payroll and bonuses
    • Management of paid and bank holidays
    • Putting together performance development reviews for each team member
    • Set up and follow up of personal and professional goals
  • SALES AND MARKETING MANAGEMENT:
    • Monitoring the quality of our services
    • Definition of our customers's expectations
    • Yield management with our Revenue Manager
    • Negotiation of TO and corporate contracts with our Revenue Manager
    • Monitoring our website and social networks
    • Organisation of various events in order to develop the reputation of the hotel
    • Insuring a good relations with journalists and bloggers
    • Monitoring web and paper publications
  • ACCOMMODATION MANAGEMENT:
    • Insuring an impeccable welcome for the guests
    • Monitoring quality (eReputation, internal satisfaction questionnaires and TripAdvisor)
    • Planning tasks for reception, housekeeping, breakfast, bar and maintenance
    • Checking rooms
    • Inventory management and orders
    • Application of health and safety regulations
  • FRONT OF HOUSE MANAGEMENT:
    • Reorganization and restructuring of reception
    • Implementation of all procedures and drafting of the "Bible of the Hidden"
    • Verification of reservations and room allocations
    • Customer complaint management
    • VIP treatments
    • End of the day/ month/ year procedures
  • FINANCIAL MANAGEMENT:
    • Monitoring of the petty cash and hotel float
    • Reporting the hotel expenses and incomes
    • Preparation of budget and forecasts
    • Handing debtors and aging balance
    • Working together with our accounting department and system adjustments
  • My role may be associated with a housewife, who enforces the philosophy of this hotel that is so special...
Company website
http://www.hidden-hotel.com
  • The Five Hotel***
    • 25 rooms
Detailed Description
  • RECEPTION MISSION:
    All basic procedures, check-in, check-out, petty cash, end of the day procedure, room allocation, room check, reservations, reservations check, conciergerie,...
  • BACK OFFICE MISSION:
    Plannings, extra's contracts, orders, handling TripAdvisor's comments, debtors, end of the month procedure,...
Company website
http://www.thefivehotel.com
  • Club Med Sandpiper Bay****
    • 420 rooms
  • Guest Services Agent in the newly renovated resort Sandpiper Bay (Club Med) in Florida.
Detailed Description
  • HOTEL MISSIONS:
    • Hotel greetings, check-in and basic front desk procedures
    • Information for guests and visitors
    • Handling of resort information brochures
    • Coordination on transfers and trafic arrangements
    • Report and follow up on maintenance and housekeeping requests
    • Conflict resolution
  • CONCIERGE:
    • Special inquiries about the resort
    • Special inquiries about the surroundings
    • Special requests (taxis, car rentals, flowers, birthday cakes, room drops,...)
  • VIPs TREATMENTS:
    • Set up a buddy system to identify VIPs and Special Attention Guests and provide an appropriate service
    • Set up & handling of a process to welcome and take care of VIPs
    • Personalization and follow up with the VIPs and rewards program members
  • PUBLIC RELATIONS:
    • General guest feedback and comments
    • Organization of events
    • Site visits of the property
    • Participation and assistance with groups, weddings, celebrations and other events
  • CONSTRUCTION PUBLIC RELATIONS:
    • Coordination between construction department, the resort staff and the guests
    • Report on feedback and complaints
Company website
http://sandpiperbay.clubmed.us/
  • Club Med Sandpiper Bay****
    • 420 rooms
  • Responsible for the local Marketing at Club Med Sandpiper Bay, Florida, during the remodeling project (Social Medias, Public Relations, Others).
Detailed Description
  • In order to upscale the strategy of the group, Club Med is renovating most of its Resorts. Each remodeled/ or in remodeling Resort must adapt its communication and image. Sandpiper Bay is one of those.
    MY MISSION: Responsible for the local Marketing at Club Med Sandpiper Bay, Florida, during the remodeling project (Social Medias, Public Relations, Others).
  • SOCIAL MEDIAS:
    • Online communication of the new brand image
    • Online handling of the village information
    • Research, creation and animation of online content (ClubMedInsider.com web site, blogs and other social networks)
    • Shooting, editing, diffusion and promotion of Buzz videos for the "ClubMedNorthAmerica" YouTube channel- Set up and execution of a "Social Media Training" for the GOs in three Resorts: Sandpiper Bay (Florida USA), Cancun Yucatan (Mexico), and Ixtapa Pacific (Mexico)
  • PUBLIC RELATIONS:
    • Organization of 5 Radio Shows (live broadcasts & recorded shows)
    • Participation in the organization of Grand Opening Ceremonies (Grand Opening, Inauguration Cocktails, Ribbon Cutting Ceremony...)
    • Participation in the organization of Familiarization Trips for journalists and travel agents
    • Welcome & handling of numerous Photo and Videos Shoots
    • Welcome & handling of numerous media people, journalists, groups and VIPs
  • OTHER MARKETING MISSIONS:
    • Coordination between the Miami offices and the Resort
    • Set up of the membership ID system & Handling of French members
    • Creation of collaterals for the Resort (calendars, signs, visitor cards...)
    • Creation of partnerships with local specialty stores
    • Creation of the "Discovery Center" presentation video in order to promote excursions in the Resort
  • WEB PAGES:
    • Facebook : Club Med North America
    • Twitter: fiora_sandpiper & Club Med Insider
    • YouTube: Club Med North America
    • Flickr: Club Med North America
    • TripAdvisor: Club Med Sandpiper Bay
    • Web site: http://www.clubmedinsider.com/
  • Assistant of the CEO/ Marketing Director - International Advertising Web Portal
  • Creation of a blog on Cannes during the International Advertising Festival, and interviews of advertising executives such as Jacques Seguela, David Jones, Donald Gunn or Bob Greenberg
  • Promotion of web site and blog on the Internet, and optimizing traffic
  • SEO: diagnosis and recommendations on the current position
  • Researched and added content to the web site
  • Permanent direct contact with top advertising agencies (Havas, R/GA, etc)
  • Website: www.adforum.com
    Blogs: http://attitude.adforum.com/top5/ http://attitude.adforum.com/liveincannes/
Company website
http://www.adforum.com
  • Permanent direct contact with famous magazines like Vogue, Elle, GQ or Harper’s Bazaar
  • Monitored and managed press samples
  • Set up of a new commercial strategy: launch of their first Men’s line
  • Prospected of multiband shops throughout the world
  • Organization of the first Men’s catwalk
  • Show-room collection sales
  • Worked in the three biggest Department Stores of Paris (Galeries Lafayette, Printemps, Le Bon Marché)
  • Organization and preparation of the corners
  • Welcomed and advised of our customers
  • Inventory management
  • Helped in the catwalk organization
  • Assisted during show-room collections’ sales
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