Laetitia Lorenzi

Travel specialist for CAM (Montréal) & CAT (Toronto) market • Sell EF programs and connect to customers through phone, face to face, and social media • Reach weekly and monthly sales targets and other predefined KPIs • Provide pre-and post-sales customer service and support • Participate in events that build brand awareness and increase customer interest • Manage EF customer database to increase sales • Work and perform in a ‘glocal’ organization

On & Off since 2017 > Worked 4 seasons at Balmer's hostel, a unique type of hospitality, a community of people across the world in the most beautiful part of the Swiss Alps. A party hostel linked to an outdoor activities company that create a magical holiday for their guests. > Polyvalent tasks and jobs throughout the years : Bartender, receptionist, selling and promoting outdoor activities, organizing different events, participating or creating communication support. - Checking in and out guests (350 beds in summer) - Welcoming tour groups of funny and bubbly International travelers (Contiki, Bus2Alps..) - Dealing with guest complaints at any time of the day - Ensuring that a high level of friendlyness, courtesy and helpfulness was always maintained - Cleanliness and organisation of the "Tents", the second structure of the hostel. - Knowing the whole area to give special advices and recommendations to our guests - Selling, promoting and be a part of the outdoors activities : skydive, paragliding, canyoning, canyon swings, ice climbing, kayaking.. - Be a part of the most International and passionate hospitality team - Promoting the hostel and the area by creating or participating to new communication content - Participating to communication project with our partner "europe's famous hostel" - Bartending at our club or for special events - Cash control for reception, outdoor activities, bar and events.. - Answering all emails from guests, tours, partners or travel-booking sites (Booking, Expedia)

- Ensuring and providing flawless, upscale, professional and high class guest service experiences, constantly seeking ways to improve product and service - Responding to guests needs and anticipating their unstated ones or reacting quickly and professionally - Creating a warm atmosphere for a unique venue, the famous Funky Claude Jazz club. - Leading a team to welcome hundreds of customers during the "Montreux Jazz Festival" - Working closely with the Culinary and Bar team to know all the products, liquors, cocktails that we have on the menu, and be able to give the Fairmont's experience. - Being a part of many extravagant events at the palace - Monitoring food, beverage, labor and operating expenses throughout

// Internship // Capacity of 192 rooms and more than 650m2 of meeting rooms. - determining the client’s needs, provide information about the services the company provides and help clients make the appropriate decisions based on the estimated size of the event. - making quotes, Monitoring of Invoices & payments - supervising Event Setup (organizing seating arrangements, ensuring food and drink is easily accessible, and overseeing the technical setup for sound and microphone systems.) - communicating with all services within the hotel (restaurant, kitchen, technique, hotel) - ensuring it is delivered on time and to the satisfaction of the client. - evaluating the overall success of the event.