Daniela Polisini-- | -
Looking for a remote job, based in Spain.
Professional Overview: Experienced professional in the tourism, hospitality and travel industry with over 25 years of experience in business development, event coordination, guest relations, and sales. Proven leadership skills in team management, process optimization, improving customer experience. Multilingual with fluency in 6 languages. Passionate about business development, luxury hospitality, excellent service, and business growth through strategic planning and operational efficiency.
Professional Experience
Key Accounts Manager (BDM) / Senior Group Coordinator | Norwegian Cruise Line Holdings (NCLH) – Remote work from Italy, UK | May 2018 – Present
• Main contact for onboard group bookings, daily communication with tour operators, travel partners, guests, and travel agents via phone and email.
• Work closely with sales managers, commercial, business planning, and revenue departments to maximize group utilization and upselling opportunities.
• Manage group allocations, benefits, invoicing, and special requests.
• Work with crew to fully organize events such as meetings, weddings, conferences, dining, helpdesk, card tournaments, poker, chess, kosher, dance groups, etc.
• Train team members and continuously improve internal processes.
• Winner of the "Groups Champion" award for outstanding performance in guest service and team leadership.
Reservations Coordinator | NCLH, Southampton, UK | Oct. 2016 - May 2018
• Sales success: Achieving and exceeding sales targets (KPIs, revenue, conversion)
• First-class customer service: Identifying customer needs / adapting cruise offerings to individual requirements.
• Building and maintaining long-term relationships with travel agencies and direct guests.
• Leadership: Supporting new team members through training and mentoring.
Reservations, Reception, and Guest Relations Manager | Marwell Hotel, Winchester, Hampshire (UK) | May 2016 – Oct. 2016
• Responsible for the smooth running of the reception and reservations department.
• Training and developing staff to improve service quality.
• Professional complaint handling / ensuring first-class guest satisfaction.
Hotel and Restaurant Manager / Consultant | Hotel TerraVina, (UK) | Feb. – May 2016
• Managing day-to-day hotel and restaurant operations with a focus on exceptional service.
• Optimizing operational processes to reduce costs and increase efficiency.
• Training staff in service quality and guest communication.
Deputy Manager & Sales and Marketing Director | Grand Hôtel Europa Palace, Sorrento (Italy) | Jan. 2007 – Jan. 2016
• Development and implementation of sales and marketing strategies to increase revenue
• Monitoring online presence, analysing occupancy rates, ADR, REV-PAR, and ROI to optimize profitability.
• Managing HR tasks, including recruiting, payroll, and staff development.
• Planning and execution of weddings, events, and incentive programs.
Owner & Manager | Bellavia Relais B&B | Sorrento (Italy) | Jan. 2008 – Jan. 2016
• Management of an upscale B&B with full responsibility for reservations, guest relations, and day-to-day operations. • Development of marketing strategies to maximize occupancy and revenue.
• Ensuring high service standards and compliance with hygiene and quality standards.
Travel Planning, Sales & Marketing Assistant | Studiosus Reisen, Munich | Jan-Dec 2007
• Organization/implementation of customized travel packages for international clients.
• Negotiation and contract conclusion with hotels, restaurants, tour guides, and museums.
• Customer service and feedback management to improve service quality.
Freelance Translator & Language Trainer | Remote work from Italy, Germany, and the UK | 2002 – Present
• Specialized translations in the fields of business, technology, law, and administration for companies and law firms.
• Language teaching in private and public institutions.
• Interpreting at conferences, in museums, and for travel agencies.
Education
Master's degree in Interpreting & Translation | L.U.S. San Pio V, Rome | 2002 – 2005
• Specialization in legal, medical, and journalistic translations.
• Simultaneous interpreting, consecutive interpreting, and editorial translations.
Diploma in Tourism & Hotel Management | I.T.T. Flavio Gioia, Amalfi | 1997 – 2002
• Focus on hotel management, event planning, and marketing strategies.
• Analysis of the impact of globalization on the tourism sector.
• Quality management and customer satisfaction research in the hospitality industry.
Language skills
• Italian: Native speaker
• German, English, Spanish: C2
• French: C1
. Portuguese: B2
Professional Skills
• Key Account Management - Sales & Revenue Optimization
• Team Leadership & Employee Development
• Event Planning & Management
• Process Improvement & Efficiency Improvement
• HR & Personal Training
• Customer Service & Guest Relations
Personal Interests
• Luxury Travel & Gourmet Gastronomy: Experiences at renowned hotels such as Sandals & Beaches, Relais & Châteaux, Leading Hotels, Shangri-La, J.W. Marriott, Four Seasons, Ritz-Carlton, Mandarin Oriental, and Jumeirah, as well as culinary experiences at top restaurants such as Trader Vic's, Nobu, Dai Tokai, and Michelin Guide recommendations.
• Music & Dance: Professional singing (pop & evergreen) and classical ballet.
• Sports & Meditation: Reiki, Yoga, Pilates, Judo, Aikido, and Eastern philosophy and lifestyles.
• Arts & Culture: Visits to theaters, cinemas, art galleries, museums, and exhibitions.
• Literature & Philosophy: Passionate reading in 5 languages.
• Nature: Interest in animal welfare, gardens, parks, farms, and nature reserves.
