Charlotte Rossi

Ideally located at Cocody, this former house of a prime minister of Abidjan is reborn as a 5* boutique hotel where the calmness promises you a relaxing stay.

• Responsible for the overall management of the operation of the hotel.
• Recruit, train and monitor staff performance, 28 employees.
• Handle client's relations / Meet and greet guests upon arrivals and departures.
• Help establishing pricing and set up of the PMS.
• Ensure SOP implementation in all departments.
• Conduct weekly meeting.

Set up of the accommodation department before the opening project (03/2018 - 10/2018)

• Recruitment & training of a 20 people team
• Implementation of ACCOR standards & procedures
• Implementation of the price list and budgets
• Creation and maintenance of the room rate structure
• Support to management and project management teams
• Rooms division Supervisor at the opening (10/2018 - 09/2019)
• Guest service and front desk management - up to 12 persons
• Back office management: invoicing and payments
• Revenue forecasting, operational right arm of the hotel manager
• Staff training following Accor procedures
• Team coaching

Guest Relation & Quality Manager (09/2019 - 07/2020)

• Manage guest inquiries, requests, complaints and incidents
• Produce weekly complaint reports for departments and analysis data
• Staff development through conducting meetings, performance reviews and support the team though active involvement in the operation
• Assist the front office Manager in all aspects of the department and ensure service standards are followed
• Assist the room division Manager controlling department financial budgets and forecasting though constant monitoring
• Develop and maintain strong guest relationships with all loyal guests
• Actively participate in training and development program and maximize opportunities for self-development
• Manage the hotel's reputation on social network, follow-up the customer reviews.

• Mobility officer for the Nigeria division
• Coordination between head office and subsidiaries
• Preparation and follow-up of mobilities (expatriations and missions)
• Monitoring and updates of TOTAL E&P internal standard procedures
• Support on the administrative part for TOTAL E&P Nigeria major projects
• Assistant for the Country President TOTAL E&P Nigeria
• Organization of meetings and appointments
• Management of calendars and contacts
• Event planning.

• Customer experience officer at Le Méridien fisherman's cove
• Reception, clients' needs analysis and guest orientation
• Management of VIP guests
• Management of claims
• Optimization of the guest experience and journey inside the hotel
• Update of Marriott internal procedures
• In charge of quality studies and set up of monthly reports.