Massimo Melis

Own the full guest lifecycle remotely, managing pre-stay enquiries, booking management, in-stay issue resolution, and post-stay follow-up across Booking.com, Airbnb, email, and phone. Maintain a 9.7/10 Booking.com satisfaction rating and coordinate cleaning, maintenance, and turnaround SLAs while managing listings and dynamic pricing via Amenitiz and Booking Extranet.

Run daily food & beverage operations end to end, including supplier negotiation and ordering, POS-integrated inventory control, and daily cash reconciliation with reporting to ownership. Plan staff rotas and act as first escalation point for service issues to keep customer experience consistent.

Manage B2C and B2B customer relationships including needs analysis, tailored quotes, follow-up, and closing, while maintaining the customer database and live pipeline. Handle inventory control and supplier coordination, including delivery schedules and returns management.

Served as PA to the company director, managing diary and priorities and coordinating across departments. Supported meeting minutes and stakeholder communication with coordination across logistics and HR-related activities.

Progressed from front-line roles to General Manager of three restaurants, owning the end-to-end customer experience in high-volume venues. Led multicultural teams of 20+ and managed operations, KPIs, complaint handling, HACCP hygiene compliance, and supplier relationships.

Provide social media consulting and content creation (Canva), plus short-term rental and operations consulting for local businesses. Available for permanent positions and structured freelance engagements.

Completed a high school diploma in Cagliari, Italy. Followed with continuous on-the-job training in high-volume international environments.