Open to opportunities

Fabiola Rapassi

@fabiolarapassi

Message

Esperta nell’ospitalità e customer care, con focus su qualità e soluzione.

Italy

Message

What I'm looking for

Cerco un ruolo in hospitality o customer support dove valorizzare esperienza nel front office, gestione team e qualità del servizio. Mi interessa lavorare in contesti internazionali, risolvere richieste complesse e fidelizzare clienti.

Porto un’esperienza pluriennale nell’hospitality, dal front office all’accoglienza in hotel 4–5★, con gestione prenotazioni e check-in/check-out. Mi contraddistinguono cura dell’esperienza cliente, problem solving e capacità di gestire situazioni complesse con professionalità.

Ho inoltre lavorato come Customer Support Specialist, gestendo richieste complesse per clienti italiani e internazionali e mantenendo una comunicazione chiara e orientata alla soluzione. Sul lato business, ho ricoperto ruoli di gestione e coordinamento in ambito store e F&B, occupandomi di team, organizzazione operativa e standard di servizio; oggi cerco contesti dinamici dove continuare a creare valore attraverso qualità, relazione e organizzazione.

Experience

Work history, roles, and key accomplishments

Reception Head / Receptionist

Hotel 4-5 Star Italia

Jan 2006 - Jan 2017 (11 years)

Managed front office operations and guest reception for a 4–5 star hotel in Italy, handling reservations and check-in/check-out while resolving complex guest situations. Improved guest experience quality through coordinated daily operations and a focus on customer loyalty.

Guest Reception Reservation Management Check Out Customer Experience Conflict Resolution Operational Coordination

F&B Operations Manager

TGI Friday's Sao Paulo

Jan 1997 - Jan 2004 (7 years)

Coordinated F&B operations and led a team at TGI Friday's Sao Paulo, managing schedules, service standards, food cost, and purchasing. Worked as a consultant for the opening and restructuring of Italian restaurants in Brazil, including support for service sale processes.

Team Coordination Scheduling Food Cost Procurement Service standards Restaurant Operations Client Management

Store Manager - Gourmet Store

Gourmet Store Sao Paulo

Jan 1998 - Jan 2000 (2 years)

Managed a gourmet store in São Paulo, coordinating staff and overseeing relationships with premium customers in international hospitality contexts. Ensured consistent service standards while handling daily store operations and scheduling.

Store Operations Management Staff Scheduling Customer Service Team Coordination

Customer Support Specialist

Airbnb (Sitel)

Jan 2023 - Present (3 years 5 months)

Provided Italian and international customer support for Airbnb (via Sitel), handling complex requests and resolving issues with clear, solution-oriented communication. Supported customer satisfaction through professional handling of difficult cases.

Customer Support Customer Relationship Management Multilingual Customer Service Escalation Handling