Laura-Liliana Hostina

Delivered personalized, five-star service to high-profile guests, ensuring an exceptional luxury hospitality experience from arrival to departure. Led a guest services team, training and mentoring staff to uphold brand standards and anticipate guests' needs with discretion and professionalism. Managed VIP check-ins, concierge requests, and bespoke guest experiences, consistently exceeding expectations in a fast-paced, high-demand environment. Coordinated with other departments (Housekeeping, F&B, Spa, Transport) to maintain seamless service flow and ensure all guest preferences were met. Resolved guest issues swiftly and gracefully, turning potential challenges into opportunities to impress and retain clientele. Maintained detailed knowledge of local attractions, fine dining, and exclusive events to curate tailored recommendations and reservations. Boosted guest satisfaction scores and contributed to the hotel's positive online reputation through attentive and proactive service.

Curate and coordinate high-end lifestyle services including fine dining, private travel, wellness, entertainment, luxury retail, and special events. Supervise or mentor junior concierge team members, ensuring brand-level service consistency. Maintain accurate records of client preferences, bookings, and communications in CRM systems. Collaborate with other departments (e.g., client services, operations, travel) to ensure seamless service delivery.

Serve as a primary point of contact for clients via phone, email, and messaging platforms. Assist with villa availability checks, reservations, and bookings. Liaise between clients, property owners, and third-party service providers (chefs, drivers, spa therapists, etc.). Coordinate and confirm personalized concierge services pre-arrival and during guests' stays. Provide detailed destination knowledge and recommendations for dining, entertainment, and local experiences. Manage guest profiles, preferences, and special requests with a high level of confidentiality.

Ensure client satisfaction by responding promptly and professionally to all queries and concerns. Maintain accurate records in CRM systems and booking platforms Collaborate with operations, housekeeping, and on-site teams to ensure service excellence.