Open to opportunities

Federica Lastretti Lastretti

@federicalastrettilas

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Luxury hospitality guest relations manager delivering exceptional VIP experiences.

Spain

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What I'm looking for

I’m looking for a luxury hospitality role where I can lead guest relations, elevate customer experience, and drive service recovery. I want a team that values discretion, emotional intelligence, and high standards across departments.

I’m a determined, service-driven hospitality professional focused on guest satisfaction, excellence, and authentic relationships through refined communication, emotional intelligence, and discretion. I thrive in high-pressure environments and consistently deliver exceptional service standards.

In my current role as a Guest Relations Manager at Mitsis Summer Palace 5★ Hotel, I lead guest relations operations to ensure personalized experiences. I manage VIP arrivals, oversee service recovery, handle guest feedback and special requests, and coordinate with all hotel departments to maintain luxury hospitality standards.

Before that, I built strong front-office and service-recovery expertise as a Guest Relations Assistant and Front Desk Agent at Mitsis Summer Palace and Acti Palace/Acti Beach Club. I supported seamless check-in/check-out, handled guest inquiries and correspondence, and responded to online reviews through proactive cross-department coordination.

Earlier in my career, I developed leadership and customer-focus through roles as a Marketing Manager and Assistant Manager in Tenerife, plus Customer Service Manager for the Italian Department while managing complex service issues and online review management through TrustPilot. I’m highly organized and proactive, with experience leading teams, training staff, and using tools like PROTEL, Office 365/Excel/Outlook/Teams, and Windows.

Experience

Work history, roles, and key accomplishments

Current

Guest Relations Manager

Current

Mitsis Summer Palace 5★ Hotel

Apr 2026 - Present (1 month)

Led guest relations operations, ensuring personalized luxury experiences, VIP arrival handling, and effective service recovery. Managed guest feedback and online reputation while coordinating across hotel departments and supporting staff development.

VIP Service Service Recovery Complaint Resolution Online Reputation Management Staff Training Protel

Guest Relations Assistant

Mitsis Summer Palace 5★ Hotel

Jun 2025 - Oct 2025 (4 months)

Assisted guests with personalized support to ensure seamless stays, including concierge and travel information. Handled inquiries, feedback, service recovery, and reservation requests, responding to online reviews with departmental coordination.

Concierge Services Service Recovery Complaint Handling Online Review Response Protel

Front Desk Agent

Acti Palace 5★ Hotel

Apr 2025 - Jun 2025 (2 months)

Managed efficient check-in/check-out operations and provided detailed information on hotel facilities and local attractions. Resolved guest issues promptly, processed payments, and coordinated with departments to ensure smooth service delivery.

Check Out Guest Service Payment Processing Guest Issue Resolution

Front Desk Agent

Acti Beach Club 5★ Resort

Apr 2024 - Nov 2024 (7 months)

Performed daily front-office duties including guest arrivals, departures, and inquiries while maintaining consistent communication with service departments. Managed financial transactions and handled guest requests with professionalism and efficiency.

Guest Arrivals And Departures Inquiries Handling Guest Management

Marketing Manager

Grand Holidays Homes

Mar 2019 - Jan 2024 (4 years 10 months)

Managed client and owner relationships, guiding property owners through legal procedures for timeshare contract disposal and property release. Supervised and trained marketing and customer-service teams and developed ethical, compliance-focused marketing strategies in coordination with legal advisors and partner agencies.

Client Relationships Timeshare Contract Disposal Support Regulatory Compliance Ethical Marketing Customer Service Coordination Legal Advisor

Assistant Manager

SunCare Central

Dec 2018 - Mar 2019 (3 months)

Supervised daily resort operations and coordinated a six-member sales team, overseeing recruitment, onboarding, and ongoing staff training. Monitored service quality and helped implement marketing initiatives in collaboration with senior management.

Resort Operations Supervision Onboarding Staff Training Marketing Initiative Support Leadership

Customer Service Manager

FieldsAnalytics

Sep 2014 - Nov 2018 (4 years 2 months)

Managed Italian customer relations and resolved complex service issues, including operational support for customer satisfaction. Oversaw online review management through Trustpilot and translated technical documentation while training newly hired staff.

Staff Training Customer Service Leadership