Eliana arrived at Hotel Tritone fresh from her studies and has remained with us until today, building a wonderful relationship with each guest and growing together with the hotel and staff.

Eliana, introduce yourself to those who don’t know you.

I’m Eliana, I’m 37 and come from the province of Vicenza.

Can you tell us your story?

I attended the hotel school in Montagnana. During the fourth year of school, we had to complete 200 hours of internship at a hotel. My teacher knew General Manager Walter Poli and so my classmate and I did a two-month internship at the Hotel Tritone. After finishing my studies, there was a need to replace someone in the organisation and so they called me, in August 2003, and subsequently confirmed me.

I have been working here ever since and am continually keeping up to date. In particular, I practise the foreign languages I need to communicate with guests, with a focus on English and German.

What is your role and what are your main responsibilities?

For 10 years I took care of the front office. My duties included welcoming guests, introducing them to the charms of the Hotel Tritone; guiding tourists interested in a stay at the hotel, telling them about the potential of the treatments or the countless possibilities for relaxation; and check-in activities.

Since 2015, however, I have moved ‘to the other side’, and am now responsible for the back office. I manage bookings from the various request channels and emails, and I also help with some administrative tasks. 

What do you like most about your job?

At the front office, I really appreciated being able to converse with the guests. Since I have been in the back office this activity has reduced but not completely: I still have a relationship with the guests, just that it happens before they arrive at the property, on the phone. I also really enjoy planning stays, so I can say that the back office is even better than the front office, because in a way it includes and complements it.

Among your duties and responsibilities, what are the details that make the customer experience special?

I think it is important to maintain contact with the guests who have been coming here for years. After all this time (17 years) I know them all and there is a certain connection. After all, they’ve seen me grow at the Hotel Tritone.

And this is reflected in the quest for the human touch: many guests come looking for me to say hello in person and chat.

Finally, I think it is very important that I write down every detail about every single customer: I already know in advance what they want and so they don’t have to repeat everything to me all the time.

If you had to describe the Tritone in one word, what would it be?

100% relaxation. Customers feel relaxed from the moment they contact us to make a reservation or ask for information. For example, when I talk to them I use a warm tone of voice and speak slowly, so they immediately feel calm and understand that they will be guided every step of the way, discreetly. .

What do you like to do in your spare time?

I enjoy nature walks and sport (I love running). I also like to travel: in the old days, before I had a family, I used to plan at least two trips a year.

If you were a guest at the Tritone one day, which service/treatment would you try first?

I would try all the treatments but especially the oriental ones that you can’t find in other facilities. Here at the Hotel Tritone, we have the advantage of having therapists who are natives of Asia and therefore know the discipline in depth.

To book Oriental treatments at the Hotel Tritone, you can write to us here or call (+39) 049 8668099