1. M. FEDERICA FALANGA
FLAT 1, A1 ATHOL STREET, MANCHESTER. M18 7JP | +44 (0)7426951586 | FALANGAFEDERICA@LIBERO.IT
PROFESSIONAL PROFILE
Confident, goal orientated, personable and client focused, with a proven track record of delivering
high customer service in a fast paced high pressure environment. A trusted employee with strong
organisational skills and a creative problem solver who can identify issues and resolve them quickly
to achieve maximum efficiency and client satisfaction. An outstanding communicator who is clear
and informative and able to forge relationships with people of all ages and from all social and
cultural backgrounds. A natural leader able to maintain composure and confidence in stressful
situations, bringing discipline and control to uncertain environments.
OBJECTIVE
Looking to secure a role that provides a new opportunity where I can apply my knowledge and
experience
02/2016- 05/2016 Receptionist and Assistant Manager Salvi’s Restaurant
 Booking office and management company
 Customers Welcome
 Person in charge of Human Resource
01/2013 - 01/2016 Hotel Plaza Opera - Gestar Ltd - Receptionist
 Reporting directly to Hotel Manager and assisting in providing a high quality customer service
 Organising bookings via many different platforms adapting communication to translate sales
and customer service
 Providing relevant information for guests in relation to the hotel and local area
 Dealing effectively with complaints to improve guests experience.
 Responsible for creating invoices, and taking payments and all relevant administration duties
 Liaising with external travel agencies and/or individuals regarding bookings/payments
 Assisting with monthly finance reports and accounts
 Ensuring front of house staff are up to date with relevant training and knowledge.
 Amending hotel rates and availability as per occupancy levels of hotel
Attended university 09/2007-11/2012
03/2007-06/2007 RioTour Limited – Front Office Sales Agent
 Trained to use relevant software to access flight/hotel/package hotel details
 Assisted in providing tailored holidays to meet client specifications
 Diligently worked to achieve sales targets
 Maintained and developed new customer friendships with succeeded in more sales and
contributed directly to the business
LANGUAGES
• Italian: native; • English: fluent; • Spanish: scholastic

2. QUALIFICATIONS
Faculty of Economics Studies, Palermo (2012)
Bachelor's Degree in Business Economics in Tourism
British Council Certification, Manchester, (2016)
Certification of C1 English Language
PERSONAL SKILLS
Communication
• Able to express ideas clearly and confidently in speech;
• Work confidently within a group, really team player;
• Adapt successfully to changing situations & environments;
• Presents a strong, professional, positive image to others which inspires confidence &
commands respect.
Organizational
• Manage time effectively, prioritising tasks and able to work to deadlines;
• Able to plan activities and carry them through successfully;
• Able to decide what steps are needed to achieve particular goals and implement these;
• Maintains effective performance under pressure.
IT SKILLS
Advanced user of MSOffice including MSWord, Excel and PowerPoint
Competent user of Nuconga 9.0 and Opera
INTERESTS
I like to socialise with friends and family whenever possible, and activities which allow me to expand
my appreciation of culture. I like keeping my industry knowledge up to date with trade and online
journals. Throughout my life I have maintained an enthusiasm for self-development and take every
opportunity to learn more. I try always to bring positivity and enthusiasm to any task or gathering and
treasure my reputation for honesty and integrity above all.
REFERENCES ARE AVAILABLE ON REQUEST