Experience

Be Hoteles

• Mexico
• Hospitality
• 1 - 100 Employee

• Gerente de operaciones

  • Jan 2022 - Present

• Manager on Duty

  • Oct 2021 - Jan 2022



Hotel Rosales Plaza

• Colombia
• Hospitality
• 1 - 100 Employee

• General Manager

  • Nov 2017 - Jan 2021

  • Coordination of remodeling the physical infrastructure of the hotel, fulfilling schedules and budgets • Design and implementation of organization chart and work routines, integrating groups previously dispersed in independent silos, in a single team focused on operational and commercial goals • 20% increase in net profit for 2018 vs 2017 • Positioning the hotel among the 20 best on the TripAdvisor list in Bogotá - uploading more than 30 positions among 1,260 available hotels • Coordination of remodeling the physical infrastructure of the hotel, fulfilling schedules and budgets • Design and implementation of organization chart and work routines, integrating groups previously dispersed in independent silos, in a single team focused on operational and commercial goals • 20% increase in net profit for 2018 vs 2017 • Positioning the hotel among the 20 best on the TripAdvisor list in Bogotá - uploading more than 30 positions among 1,260 available hotels



Holiday Inn Express Bogotá Parque 93 (operated by OxoHotel)

• General Manager

  • Dec 2015 - Nov 2017

  • Management of the vendor´s bidding for the property remodeling • Gross profit above 50% in 2016 and the first semester of 2017 • Highest rating in hotel history from the InterContinental Hotel Group brand audit. Highlighting the motivation of the work team and the satisfaction of the guest • Management of the vendor´s bidding for the property remodeling • Gross profit above 50% in 2016 and the first semester of 2017 • Highest rating in hotel history from the InterContinental Hotel Group brand audit. Highlighting the motivation of the work team and the satisfaction of the guest



Tcherassi Hotel & Spa (operated by OxoHotel)

• General Manager

  • Sep 2014 - Dec 2015

  • Member of the committee designated by the City of Cartagena for its positioning as a gastronomic destination worldwide - Producer of the promotional video • Commercial strategy focused on city events that resulted in the execution of the Food & Beverage budget at 110% • Coordinate the participation of Silvia Tcherassi as guest of honor at the Cartagena Bridal Week 2014 • Member of the committee designated by the City of Cartagena for its positioning as a gastronomic destination worldwide - Producer of the promotional video • Commercial strategy focused on city events that resulted in the execution of the Food & Beverage budget at 110% • Coordinate the participation of Silvia Tcherassi as guest of honor at the Cartagena Bridal Week 2014



Hotel UrbanRoyal Calle 26

• Resident Manager

  • Aug 2013 - Sep 2014

  • Opening of the hotel in conformity with the calendar established by the operator, through constant monitoring of the work progress • Hotel endowment, fulfilling all quality standards without exceeding the budget • Selection of all the hotel staff and their training in a culture of excellence in service. Maintaining the turnover rate below 2% in the first year of operation • Opening of the hotel in conformity with the calendar established by the operator, through constant monitoring of the work progress • Hotel endowment, fulfilling all quality standards without exceeding the budget • Selection of all the hotel staff and their training in a culture of excellence in service. Maintaining the turnover rate below 2% in the first year of operation



Hotel Radisson Royal Bogotá (Hoteles Royal)

• Jefe de Recepción & Reservas

  • Oct 2011 - Aug 2013

  Liderar el equipo para garantizar la satisfacción de nuestros clientes de acuerdo a los estándares de marca, a través de capacitaciones al personal de reservas, recepción y coordinadores de transporte Logros: • Ser promovida a gerente de operaciones del UrbanRoyal Calle 26 • Implementación de clínicas de servicio para garantizar el cumplimiento de las metas de los indicadores de servicio al cliente de Carlson Liderar el equipo para garantizar la satisfacción de nuestros clientes de acuerdo a los estándares de marca, a través de capacitaciones al personal de reservas, recepción y coordinadores de transporte Logros: • Ser promovida a gerente de operaciones del UrbanRoyal Calle 26 • Implementación de clínicas de servicio para garantizar el cumplimiento de las metas de los indicadores de servicio al cliente de Carlson



Viaggio

• 1 - 100 Employee

• Directora de Complejo

  • Mar 2011 - Oct 2011

  Supervisar la operación de los 3 edificios (86 apartamentos) ubicados en la zona norte garantizando la excelencia operativa y la satisfacción de los clientes Logros: • Implementación de un plan de estandarización para los apartamentos • Creación e implementación de cronograma de mantenimiento preventivo para cada una de las propiedades Supervisar la operación de los 3 edificios (86 apartamentos) ubicados en la zona norte garantizando la excelencia operativa y la satisfacción de los clientes Logros: • Implementación de un plan de estandarización para los apartamentos • Creación e implementación de cronograma de mantenimiento preventivo para cada una de las propiedades



Majestic Colonial

• Guest Services & Public Relations Manager

  • May 2008 - Dec 2010

  Implementation of new standards and procedures in the area to ensure customer satisfaction Creation of a loyalty program for repeat customers In collaboration with the hotel's insurance broker, the establishment of standard procedures in case of incidents with guests Claim management Organizing group events, weddings and christenings Carrying out of site inspections, planning of fam trip of for different worldwide tour operators Recruitment and training of personnel for the… Show more Implementation of new standards and procedures in the area to ensure customer satisfaction Creation of a loyalty program for repeat customers In collaboration with the hotel's insurance broker, the establishment of standard procedures in case of incidents with guests Claim management Organizing group events, weddings and christenings Carrying out of site inspections, planning of fam trip of for different worldwide tour operators Recruitment and training of personnel for the Guest Services department at the opening of the Majestic Elegance Punta Cana Resort. Show less Implementation of new standards and procedures in the area to ensure customer satisfaction Creation of a loyalty program for repeat customers In collaboration with the hotel's insurance broker, the establishment of standard procedures in case of incidents with guests Claim management Organizing group events, weddings and christenings Carrying out of site inspections, planning of fam trip of for different worldwide tour operators Recruitment and training of personnel for the… Show more Implementation of new standards and procedures in the area to ensure customer satisfaction Creation of a loyalty program for repeat customers In collaboration with the hotel's insurance broker, the establishment of standard procedures in case of incidents with guests Claim management Organizing group events, weddings and christenings Carrying out of site inspections, planning of fam trip of for different worldwide tour operators Recruitment and training of personnel for the Guest Services department at the opening of the Majestic Elegance Punta Cana Resort. Show less



Hotel La Tortuga

• Hospitality

• Consultant

  • Nov 2007 - May 2008

  Perform management counseling for the hotel in the areas of Front Office and public relations for the expansion and renovation of the hotel rooms and the new restaurant. Creation of policies for standard procedures in the Front Desk, Bell Boys, Guest Services departments and Customer Service Restaurant Training of personnel from the different areas of the rooms division for the implementation and application of standards in the specific areas Creation of promotional material &… Show more Perform management counseling for the hotel in the areas of Front Office and public relations for the expansion and renovation of the hotel rooms and the new restaurant. Creation of policies for standard procedures in the Front Desk, Bell Boys, Guest Services departments and Customer Service Restaurant Training of personnel from the different areas of the rooms division for the implementation and application of standards in the specific areas Creation of promotional material & brochures Deploying of a new operating software system for restaurant Show less Perform management counseling for the hotel in the areas of Front Office and public relations for the expansion and renovation of the hotel rooms and the new restaurant. Creation of policies for standard procedures in the Front Desk, Bell Boys, Guest Services departments and Customer Service Restaurant Training of personnel from the different areas of the rooms division for the implementation and application of standards in the specific areas Creation of promotional material &… Show more Perform management counseling for the hotel in the areas of Front Office and public relations for the expansion and renovation of the hotel rooms and the new restaurant. Creation of policies for standard procedures in the Front Desk, Bell Boys, Guest Services departments and Customer Service Restaurant Training of personnel from the different areas of the rooms division for the implementation and application of standards in the specific areas Creation of promotional material & brochures Deploying of a new operating software system for restaurant Show less



Panavision Tours

• Spain
• Travel Arrangements
• 1 - 100 Employee

• Hotel Contracting Manager for special groups

  • Oct 2006 - Oct 2007

  Negotiating and Contracting of hotels for the European circuits made for special groups (150 passengers) Commercial relationships with international hotel chains like Accor Hotels, Choice Hotels, etc… Competition analysis Negotiating and Contracting of hotels for the European circuits made for special groups (150 passengers) Commercial relationships with international hotel chains like Accor Hotels, Choice Hotels, etc… Competition analysis



Hotel Secrets Excellence Punta Cana

• Chief Concierge

  • Jul 2003 - Aug 2006

  Respond and coordinate all types of requests from travel agents and futures clients Achievement of "Preferred Hotels of the World" standards in the department Deploying of a monitoring program to client requests, which would ensure their satisfaction In combination with the Rooms Division Manager and the Manager of the VIP area of the hotel, made a program to improve the area and increase the sale of up-grades through the reception. Respond and coordinate all types of requests from travel agents and futures clients Achievement of "Preferred Hotels of the World" standards in the department Deploying of a monitoring program to client requests, which would ensure their satisfaction In combination with the Rooms Division Manager and the Manager of the VIP area of the hotel, made a program to improve the area and increase the sale of up-grades through the reception.



Occidental Royal Hideaway

• Villa Concierge

  • May 2002 - Jun 2003

  Supervisión general de la villa (mantenimiento y ama de llaves) Asistencia a los clientes (reservaciones, información, organización de eventos). Supervisión general de la villa (mantenimiento y ama de llaves) Asistencia a los clientes (reservaciones, información, organización de eventos).



Hotel Riu Yucatan

• Jefe De Recepción

  • Jan 2001 - Apr 2002

  Contratación personal y promociones internas Control y solución de quejas e incidencias de clientes Manejo de sobreventa y desvio de clientes Asignación de habitaciones Contratación personal y promociones internas Control y solución de quejas e incidencias de clientes Manejo de sobreventa y desvio de clientes Asignación de habitaciones