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About me
Experienced hospitality professional (6 years) with a B.A. in Hotel Administration and M.A. in Tourism Management with proven ability in multiple roles including Food and Beverage and Front of House Familiarity / Understanding. Dynamic, motivated and proactive change agent with a fervent passion for attaining the unachievable by means of analysis and collaboration, implication and personalized customer service.
Skilled in guest experience, service quality, cultural understanding, and in developing teams in the ideation, and execution of impactful and innovative customer service, and achieving goals.
Experience
10 years and 4 months
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Guest Experience and Quality Manager
L'Azure Hotel - Lloret de Mar, Spain
Guest RelationsFebruary 2020 - Now · 4 years and 2 monthsI had to define, evaluate and promote the program of experiences in the Hotel according to the product description and guest segmentation. -Budgeting department forecasted expenses, hiring and monitoring activities such as musical entertainment (shows, parties, showrooms ...), evenings, sports-recreational activities that take place in the different hotel outlets. Ensure compliance with operational procedures in the different areas of the hotel: sensory aspects, placement of decorative elements, aroma management and lighting of each of the environments both inside and on the façade, including ambiental music. Attend to the client in a direct, and personalized way being proactive in regards to sales and cross selling. Receive and follow up on complaints, suggestions and petitions, as well as the coordination and assurance of the resolution of each incident. Execution of follow-up procedures and of auditing results in customer satisfaction. Guarantee a presence in the restaurant services of the Hotel. Ensure the implementation of procedures related to EXCLUSIVE (VIP) clients and clients with special needs. Prepare and control the informative supports of the clients in the Hotel as well as the digital display systems. Track suggestions and complaints on platforms online (tripadvisor, booking, etc.) while simultaneously interacting with future guests and personalize their experiences. Carry out the commercial management of banquets / events and offer of extra services to accommodation (upselling). Organize and control tasks related to different events that take place in the hotel, preparing the orders for services, supervising aspects of assembly, decoration, identifying customer needs in advance, and evaluating their level of satisfaction. Perform other functions that within the scope of my powers are requested by the general manager.
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Duty Manager
Fairmont Rey Juan Carlos I - Barcelona, Spain
ReceptionJuly 2018 - July 2019 · 1 year and 1 monthObtained a significant increase in communication across different platforms such as Expedia, Booking, TripAdvisor and other OTA intranets in order to better personalize service. An increase in positioning on TripAdvisor through extensive email campaigns aimed at Guests whom have provided a higher rating on hotel survey. Lead a team of 12 receptionist, through lateral leadership and, the training of an Assistant Front Office Manager. Lead, together with the Human Resources Department, a internal cultural change through presentations and workshops of the Accor® Heartist ® program
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Front Desk Supervisor
Fairmont Rey Juan Carlos I - Barcelona, Spain
ReceptionJuly 2017 - July 2018 · 1 year and 1 month -
Front Office Receptionist
Fairmont Rey Juan Carlos I - Barcelona, Spain
ReceptionAugust 2016 - July 2017 · 1 year -
Panoramic Lounge and Executive Floor Coordinator
Fairmont Rey Juan Carlos I - Barcelona, Spain
Guest RelationsApril 2015 - August 2016 · 1 year and 5 months -
Front desk recepionist internship
Radisson Blu - Edinburgh, United Kingdom
ReceptionJuly 2010 - December 2010 · 6 months -
Assistant server internship
Restaurant Lucibert - Tilburg, Netherlands
F&B serviceDecember 2009 - February 2010 · 3 months -
Food and Beverage Runner
Marriott Hotels - Aruba
F&B serviceAugust 2008 - August 2009 · 1 year and 1 month
Education
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Master of Arts in Tourism Destination Management
Breda University of Applied Sciences (BUas) [ THE-ICE ] - Breda, Netherlands
September 2013 - April 2015- Focused on Destination Development Strategies, Stakeholder Cooperation and Destination Marketing. - Three International Consultancy Trips; Australia, Fiji and Bali.
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Bachelor in Hotel, Restaurant and Tourism Management
Haaga-Helia University of Applied Sciences Hotel, Restaurant and Tourism Management [ HSD ] - Helsinki, Finland
September 2012 - September 2013- Full Intensive Bachelor Program succeeded in one year. - Part of Erasmus Double Degree Exchange.
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Bachelor in Business Administration in Hotel Management
Breda University of Applied Sciences (BUas) [ THE-ICE ] - Breda, Netherlands
September 2009 - September 2013- Focused on Hotel Business Planning, Operations Management, Stakeholder Management, Customer Relationship Management, Hotel Marketing, and Organizational Theory and Developments. - International Internship in 4 star property.
Languages
6 languages
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English
Native or fluent
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Dutch
Native or fluent
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Spanish
Full professional
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French
Limited working
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Catalan
Limited working
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German
Limited working
Personal information
Nationalities
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Dutch
Work Permits
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European Union
Date of birth
August 13th 1987
Competitions & Awards
1 competition
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Best employee
Employee of the Year - Barcelona, Spain
2016Skills
8 skills
- Communication
- Critical/analytical think
- Customer sevice
- Leadership
- Observation
- Research skills
- Team Management
- Upselling skills
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