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Fiora LANFRANCHI / PINCZON du SEL

Hotel Manager
French

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Fiora LANFRANCHI / PINCZON du SEL
37 years old
Driving License
Le Havre (76600) France
Contact me
Professional Status
Project initiator
Open to opportunities
About Me
As a project initiator in Normandy, I am creating a strategic and operational consulting business dedicated to hospitality.

I draw on over 10 years of experience in hotel management, a MBA from École Hôtelière de Lausanne (EHL), and a Master's degree from a business school (EBS) to support industry professionals in optimizing their performance, organization, and strategic positioning.

My approach is practical, personalized, and grounded in real-life situations.

During the launch phase, I am open to discussions, collaborations, and feedback.
Do not hesitate to contact me!
Experiences
  • Hôtel Dress Code****
    • 33 rooms
    • Workforce: ±15
    • Occ.: ±80% (before Covid)
    • ADR: ±225€ (before Covid)
    • Breakfast, bar, spa with swimming pool and hammam. HK and maintenance outsourced.
Detailed Description
  • MISSIONS
    Classic missions of boutique Hotel Manager: operational management, team management & HR, marketing, revenue and sales, management and administration, quality, reception, etc.
  • CHALLENGES
    • 1st experience with an independent owner
    • Management of the Covid crisis with successive closures and openings, and all the HR, technical and commercial consequences.
Company website
https://www.hoteldresscode.com/en/
  • Ponant, Cruises*****, Antarctica and Pacific: Manager
    • 132 cabins
    • ±150 crew members
Detailed Description
  • MISSION
    Multi-disciplinary position, including Front Office Manager, Guest Relation Manager, and Sales Manager onboard Le Soléal.
  • CHALLENGES
    • Management of a damage and evacuation of passengers
    • PR manager for post-damage work delay involving the delay in the start of cruises
    • Discovery of life on board and the sailing environment.
Company Description
Ponant***** is a French cruise line with a dozen ships. Each ship welcomes its passengers for luxury cruises to enjoy unique experiences and expeditions in the most secret places on our planet.
Company website
https://us.ponant.com
  • Hôtel Crayon*** & Hôtel Crayon Rouge****
    • 45 rooms
    • Workforce: ±25
    • Occ.: ±90%
    • ADR: ±160€
    • Breakfast, wine bar and honesty bar. HK outsourced. In-house maintenance.
  • ADDITIONAL MISSIONS:
    Takeover of the management of the Hôtel Odyssey (29 rooms from 12/2015 to 03/2016); pre-opening and launching of the Handsome Hôtel (22 rooms from 02 to 03/2016)
Detailed Description
  • CHALLENGES
    • Outsourcing of room service
    • Obtaining a 4th star
    • Post terrorist attacks management
    • Multi-site operational management with simultaneous takeover and opening.
  • OPERATIONS MANAGEMENT:
    Management of two different hotels, application of concepts, guest satisfaction and quality, coordination and supervision of all services, housekeeping outsourcing operation, management of imponderables and disputes…
  • TEAM MANAGEMENT AND HR :
    Insuring a positive climate, recruitments hiring and inductions, goal achievements and responsibilities, administrative follow-up (occupational medicine, mutual fund, leaves, salary and pay slips…), transmission of knowledge, monthly meetings and bi-annual interviews, all terminations of contracts, rules and regulations, comprehensive workplace risk assessment inventory…
  • SALES AND FINANCIAL MANAGEMENT:
    Realization and monitoring forecasts and budget, follow-up of the bank account, Yield management with the headquarters, development of the corporate clientele, negotiation of supplier contracts, follow-up of the results TripAdvisor, dynamization of the common spaces and creation of events, reporting…
Company Description
www.hotelcrayon.com
www.hotelcrayonrouge.com
  • In addition to the Crayon & Crayon Rouge hotels, I had the opportunity to manage a 3rd hotel: the Hôtel Odyssey*** (29 rooms)
Detailed Description
  • Odyssey Hotel is a true hotel experience that you must try at least once in your life. We find ourselves outside of time, in a space-time shuttle... Guaranteed trip!
Company website
https://hotelodysseyparis.com/en/
  • In addition to managing 3 hotels (Crayon, Crayon Rouge, Odyssey), I was able to take care of the opening of the Handsome Hotel (22 rooms). It was a “lightning” mission for the launch of the hotel.
Detailed Description
  • Missions during an opening are varied: concept creation, work monitoring, marketing, setting up the entire organization, creation and training of a team, management of the administrative part, opening of supplier accounts, creation of all visuals and supports necessary for operation, creation of all standards (HK, F&B,...),...
  • 4 hotels, including 1 in opening, imply a sustained pace... And it's an experience that we are lucky to live few times in our lives!
Company website
https://handsomehotelparis.com/en/
  • The Hidden Hotel****
    • 35 rooms
    • Occ.: ±90%
    • ADR: ±215€
    • Breakfast (2 rooms), brunch, bar, smoking room, meeting room. HK and in-house maintenance.
Detailed Description
  • The Hidden Hotel is unique and secret place located a few steps from the Champs Elysées. The owners were inspired by their philosophy and by the love of our nature to create a haven of peace, decorated with noblest materials.
    • 35 rooms (including 2 suites)
    • 2 breakfast rooms
    • A Bar
    • A meeting room
    • A smoking room
  • Missions for a Assistant General in a small structure are as various as enriching. It is to assist the General Manager, to achieve the objectives set up by the Elegancia Hotels Group; while coordinating and organizing daily all the services with the help of the team.
  • PERSONNEL MANAGEMENT:
    • Recruitment of new team members (interviews, declarations, contracts, personnel register): trainees, full and part time contracts
    • Induction and management of the team
    • Handling payroll and bonuses
    • Management of paid and bank holidays
    • Putting together performance development reviews for each team member
    • Set up and follow up of personal and professional goals
  • SALES AND MARKETING MANAGEMENT:
    • Monitoring the quality of our services
    • Definition of our customers's expectations
    • Yield management with our Revenue Manager
    • Negotiation of TO and corporate contracts with our Revenue Manager
    • Monitoring our website and social networks
    • Organisation of various events in order to develop the reputation of the hotel
    • Insuring a good relations with journalists and bloggers
    • Monitoring web and paper publications
  • ACCOMMODATION MANAGEMENT:
    • Insuring an impeccable welcome for the guests
    • Monitoring quality (eReputation, internal satisfaction questionnaires and TripAdvisor)
    • Planning tasks for reception, housekeeping, breakfast, bar and maintenance
    • Checking rooms
    • Inventory management and orders
    • Application of health and safety regulations
  • FRONT OF HOUSE MANAGEMENT:
    • Reorganization and restructuring of reception
    • Implementation of all procedures and drafting of the "Bible of the Hidden"
    • Verification of reservations and room allocations
    • Customer complaint management
    • VIP treatments
    • End of the day/ month/ year procedures
  • FINANCIAL MANAGEMENT:
    • Monitoring of the petty cash and hotel float
    • Reporting the hotel expenses and incomes
    • Preparation of budget and forecasts
    • Handing debtors and aging balance
    • Working together with our accounting department and system adjustments
  • My role may be associated with a housewife, who enforces the philosophy of this hotel that is so special...
Company website
http://www.hidden-hotel.com
  • The Five Hotel***
    • 25 rooms
Detailed Description
  • RECEPTION MISSION:
    All basic procedures, check-in, check-out, petty cash, end of the day procedure, room allocation, room check, reservations, reservations check, conciergerie,...
  • BACK OFFICE MISSION:
    Plannings, extra's contracts, orders, handling TripAdvisor's comments, debtors, end of the month procedure,...
Company website
http://www.thefivehotel.com
  • Club Med Sandpiper Bay****
    • 420 rooms
  • Guest Services Agent in the newly renovated resort Sandpiper Bay (Club Med) in Florida.
Detailed Description
  • HOTEL MISSIONS:
    • Hotel greetings, check-in and basic front desk procedures
    • Information for guests and visitors
    • Handling of resort information brochures
    • Coordination on transfers and trafic arrangements
    • Report and follow up on maintenance and housekeeping requests
    • Conflict resolution
  • CONCIERGE:
    • Special inquiries about the resort
    • Special inquiries about the surroundings
    • Special requests (taxis, car rentals, flowers, birthday cakes, room drops,...)
  • VIPs TREATMENTS:
    • Set up a buddy system to identify VIPs and Special Attention Guests and provide an appropriate service
    • Set up & handling of a process to welcome and take care of VIPs
    • Personalization and follow up with the VIPs and rewards program members
  • PUBLIC RELATIONS:
    • General guest feedback and comments
    • Organization of events
    • Site visits of the property
    • Participation and assistance with groups, weddings, celebrations and other events
  • CONSTRUCTION PUBLIC RELATIONS:
    • Coordination between construction department, the resort staff and the guests
    • Report on feedback and complaints
Company website
http://sandpiperbay.clubmed.us/
  • Club Med Sandpiper Bay****
    • 420 rooms
  • Responsible for the local Marketing at Club Med Sandpiper Bay, Florida, during the remodeling project (Social Medias, Public Relations, Others).
Detailed Description
  • In order to upscale the strategy of the group, Club Med is renovating most of its Resorts. Each remodeled/ or in remodeling Resort must adapt its communication and image. Sandpiper Bay is one of those.
    MY MISSION: Responsible for the local Marketing at Club Med Sandpiper Bay, Florida, during the remodeling project (Social Medias, Public Relations, Others).
  • SOCIAL MEDIAS:
    • Online communication of the new brand image
    • Online handling of the village information
    • Research, creation and animation of online content (ClubMedInsider.com web site, blogs and other social networks)
    • Shooting, editing, diffusion and promotion of Buzz videos for the "ClubMedNorthAmerica" YouTube channel- Set up and execution of a "Social Media Training" for the GOs in three Resorts: Sandpiper Bay (Florida USA), Cancun Yucatan (Mexico), and Ixtapa Pacific (Mexico)
  • PUBLIC RELATIONS:
    • Organization of 5 Radio Shows (live broadcasts & recorded shows)
    • Participation in the organization of Grand Opening Ceremonies (Grand Opening, Inauguration Cocktails, Ribbon Cutting Ceremony...)
    • Participation in the organization of Familiarization Trips for journalists and travel agents
    • Welcome & handling of numerous Photo and Videos Shoots
    • Welcome & handling of numerous media people, journalists, groups and VIPs
  • OTHER MARKETING MISSIONS:
    • Coordination between the Miami offices and the Resort
    • Set up of the membership ID system & Handling of French members
    • Creation of collaterals for the Resort (calendars, signs, visitor cards...)
    • Creation of partnerships with local specialty stores
    • Creation of the "Discovery Center" presentation video in order to promote excursions in the Resort
  • WEB PAGES:
    • Facebook : Club Med North America
    • Twitter: fiora_sandpiper & Club Med Insider
    • YouTube: Club Med North America
    • Flickr: Club Med North America
    • TripAdvisor: Club Med Sandpiper Bay
    • Web site: http://www.clubmedinsider.com/
  • Assistant of the CEO/ Marketing Director - International Advertising Web Portal
  • Creation of a blog on Cannes during the International Advertising Festival, and interviews of advertising executives such as Jacques Seguela, David Jones, Donald Gunn or Bob Greenberg
  • Promotion of web site and blog on the Internet, and optimizing traffic
  • SEO: diagnosis and recommendations on the current position
  • Researched and added content to the web site
  • Permanent direct contact with top advertising agencies (Havas, R/GA, etc)
  • Website: www.adforum.com
    Blogs: http://attitude.adforum.com/top5/ http://attitude.adforum.com/liveincannes/
Company website
http://www.adforum.com
  • Permanent direct contact with famous magazines like Vogue, Elle, GQ or Harper’s Bazaar
  • Monitored and managed press samples
  • Set up of a new commercial strategy: launch of their first Men’s line
  • Prospected of multiband shops throughout the world
  • Organization of the first Men’s catwalk
  • Show-room collection sales
  • Worked in the three biggest Department Stores of Paris (Galeries Lafayette, Printemps, Le Bon Marché)
  • Organization and preparation of the corners
  • Welcomed and advised of our customers
  • Inventory management
  • Helped in the catwalk organization
  • Assisted during show-room collections’ sales