Experience

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  W Edinburgh

  • City of Edinburgh, Escocia, Reino Unido

  • Welcome Desk Manager (Pre-opening team)

    • Oct 2023 - Present
    • City of Edinburgh, Escocia, Reino Unido

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  W London

  • United Kingdom
  • Hospitality
  • 1 - 100 Employee

  • Welcome Desk Manager

    • Aug 2022 - Oct 2023

    - Leading a team of 15 members including 9 Agents, 3 Supervisors, 1 Rooms Controller and 1 Guest Curator.- Assisting and supporting Welcome Office Manager on a daily basis, scheduling, payroll and other administrative funcitions- Attending Head of Department meetings and Leadership meetings on behalf of Welcome Office Manager- Responsible of hiring and training new members of the department- Conducted W hotels onboarding trainings over the whole property- Covering Night Audit Manager Shifts when required- Ensuring exceptional guest service to guests and creating memorable experiences- Leading the team to exceed hotel goals

  • Lead Welcome Agent / Duty Manager

    • Oct 2021 - Aug 2022

  • Welcome Desk & Whatever Whenever Agent

    • Oct 2019 - Oct 2021

    - Social Ambassador: Responsible for the team activities as well as talent´s recognition, ensuring to improve team work and relations.- Part of the reopening team after the COVID 19 pandemic.- Responsible for guest check-ins, check-outs and managing all aspects of guest experience. - Processing all payment types such as room charges, cash, debit, or credit. - Being flexible in order to alternate Welcome Desk and Whatever/whenever and night shifts regularly. - Coordinate with Housekeeping using HotSOS to track readiness of rooms, run daily reports, identify any special requests with support of GXP and check reports for accuracy.

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  W Ibiza Hotel

  • Santa Eularia del Riu, Baleares, España

  • Guest Service - Whatever & Whenever (Pre-opening Team)

    • May 2019 - Feb 2020
    • Santa Eularia del Riu, Baleares, España

    - Part of pre-opening and opening team, preparing, and organizing the front office department.- Taking care of operational decisions and team building such us organizing outings and social activities. - Responsible of creating and designing welcome amenities, HID´s, SOP´s and checklists.- Assisting guests with any requests, managing complaints and enrolling guests. - Developing Wow moments and providing a W experience.

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  Palladium Hotel Group

  • Spain
  • Hospitality
  • 700 & Above Employee

  • Entertainer

    • Sep 2017 - Oct 2018

  • Front Desk Receptionist

    • Jun 2017 - Aug 2017

    Welcoming guests and completion of the necessary processes of data collection, check-in, and check out. Customer service, report of incidents to the maintenance department, execution of client requests and analyzing complaint letters.

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  Walt Disney World

  • Orlando, Florida, Estados Unidos

  • Operations Team Member

    • Jun 2016 - Aug 2016
    • Orlando, Florida, Estados Unidos

    Accommodate clients, security protocol processes and development, customer service, interpretation, and exhibition. Problem solving and teamwork.

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  Walt Disney World

  • Disney Saratoga Springs Resort & Spa, and Disney Old Key West Resort

  • Front desk receptionist

    • Jan 2015 - Jul 2015
    • Disney Saratoga Springs Resort & Spa, and Disney Old Key West Resort

    - International Collage Program in the two Deluxe Dedicated Villa´s Resorts as frond desk agent and curbside agent. - Welcoming and assisting guests at arriving to the resorts. - Explaining the multiple services of Walt Disney World (transportation, theme parks, dinning venues...)- PMS Disney Lilo.