Randall Laclé

Randall Laclé

Guest Experience and Quality Manager at L'Azure Hotel
Lives in Lloret de Mar, Spain

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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

  • Guest Experience and Quality Manager

    L'Azure Hotel - Lloret de Mar, Spain

    Guest Relations
    February 2020 - Now · 4 years and 2 months

    I 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.

  • Duty Manager

    Fairmont Rey Juan Carlos I - Barcelona, Spain

    Reception
    July 2018 - July 2019 · 1 year and 1 month

    Obtained 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

  • Front Desk Supervisor

    Fairmont Rey Juan Carlos I - Barcelona, Spain

    Reception
    July 2017 - July 2018 · 1 year and 1 month

  • Front Office Receptionist

    Fairmont Rey Juan Carlos I - Barcelona, Spain

    Reception
    August 2016 - July 2017 · 1 year

  • Panoramic Lounge and Executive Floor Coordinator

    Fairmont Rey Juan Carlos I - Barcelona, Spain

    Guest Relations
    April 2015 - August 2016 · 1 year and 5 months

  • Front desk recepionist internship

    Radisson Blu - Edinburgh, United Kingdom

    Reception
    July 2010 - December 2010 · 6 months

  • Assistant server internship

    Restaurant Lucibert - Tilburg, Netherlands

    F&B service
    December 2009 - February 2010 · 3 months

  • Food and Beverage Runner

    Marriott Hotels - Aruba

    F&B service
    August 2008 - August 2009 · 1 year and 1 month

Education

  • 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.

  • 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.

  • 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

  • English

    Native or fluent

  • Dutch

    Native or fluent

  • Spanish

    Full professional

  • French

    Limited working

  • Catalan

    Limited working

  • German

    Limited working

Personal information

Nationalities

  • Dutch

Work Permits

  • European Union

Date of birth

August 13th 1987

Competitions & Awards

1 competition

  • Best employee

    Employee of the Year - Barcelona, Spain

    2016

Skills

8 skills

  • Communication
  • Critical/analytical think
  • Customer sevice
  • Leadership
  • Observation
  • Research skills
  • Team Management
  • Upselling skills
Connections
Anna Álvarez Torremorell
Visual M Manager & Office Manager at Freshly Cosmetics
Amie Smith
Resort Operations MIT at Marriott Vacation Club
Pedro Lopes
Assistant Front Office Manager at AC Hotel by Marriott Barcelona Forum
View 5 connections
Following
Jumeirah Port Soller Hotel & Spa - Jumeirah Group Jumeirah Group
Jumeirah Group
Dubai, United Arab Emirates
Hostal Spa Empúries
Other members
Laura Fuentes
Barcelona, Spain
Doriane Bregier
Ibiza, Spain
Nayden Stoyanov
Barcelona, Spain
Isaac Mateos
Barcelona, Spain
Natalia Janssen
Barcelona, Spain
View more
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