Experience

Privork Limited

• Cayman Islands
• IT Services and IT Consulting
• 1 - 100 Employee

• Social Media and Marketing Coodinator

  • Mar 2023 - Present



Marriott International

• United States
• Hospitality
• 700 & Above Employee

• Manager of Sales

  • Jan 2020 - Jan 2022

  The Grand Cayman Marriott Beach Resort is a 4-star hotel with 295 rooms and a “Category A” Marriott full service property. Overage occupancy on 2019 of 85% with the higher scores on customer service.•Proposals and group sales negotiations.•Management of International account (West US Market) •Building and strengthening relationships with existing and new customers to assure future bussines.•Maintaining all business travel, reporting on a weekly and monthly basis.•Promoting brand image awareness.•Providing accurate, complete and effective turnovers to Event Management.•Sales calls and site inspections for west US market. Show less

• Front Office Manager

  • Feb 2019 - Jan 2020

  Achievements: Winner of “Manger of the Year” award 2019. 90% Intent to Recommend, 91% Arrival Experience. • Overviewing Front Office Operations (Front Desk, Concierge, Bellmen and AYS - 33 employees). • Implementing dynamic working processes (Daily operation).• Leading weekly management meetings (GSS).• Leading monthly meeting & trainings for the Front office team. • Implementing strategies for Elite appreciation.• Team performance monitoring and identifying team growth opportunity.• In charge of managing and traning the GXI (Guest needs, preferences & request sistem). Show less



Marriott International

• United States
• Hospitality
• 700 & Above Employee

• Guest Experience Manager

  • Oct 2016 - Jul 2017

  Achievements: Winner of “Manager of the quarter” – Aug 2017. Winner of “The Spirit to Serve Award” – June 2017. 98 % - Elite /VIP’s satisfaction survey . •In charge of Guest Services department (8 employees).•Ensuring and providing flawless, upscale, professional and high class guest service experiences.•VIP’s and Elite member’s Management. •Concierge, Front Desk, Housekeeping and Maintenance management for VIP’s and Elite members.•Guest´s loyalty accountability, incidents management and problem resolution (acting Manager on duty).•Guest satisfaction Survey and Tripadvisor control and management.•Analysing customer feedback and providing strategic direction to continuously improve overall rating. Show less

• Front Desk Supervisor

  • May 2016 - Oct 2016

  Achievements: 92% Employee Satisfaction Survey, 90% Elite satisfaction and 91% arrival experience.Duties •Front Desk Agents (10 employees).•Monitoring check in & Check out Processes.•Monthly Training sessions for Front Desk Agents.•Controlling Front Desk procedures and Lobby standards.•Ensuring quality service consistency.

• Front Desk Agent

  • Dec 2014 - Apr 2016

  Achievements: Winner of “Host of the quarter” August 2015.•Performing daily Check in and Check Outs. •Managing cashiering functions & up-sells.•Managing guest expectations & inquires.•Solving & rectifying guest complaints.•Billing processes.•Guest engagement processes.



W Barcelona

• Spain
• Hospitality
• 100 - 200 Employee

• Front Desk Agent

  • Nov 2012 - Aug 2014

  W Barcelona a 5-star property in a prime beachfront location of the city. With 473 rooms.Achievements: Best quality performer of June 2013 / Top enrolment performance, June to August 2013. - Performing daily Check in and Check Outs- Managing cashiering functions & up-sells- Managing guest expectations & inquires- Solving & rectifying guest complaints- Billing processes.- Guest engagement processes

• Guest Service Agent

  • Oct 2010 - Oct 2012

  My position was within the Guest Services department, handling and executing special guest requests.- Guest satisfaction processes.- Hotel incoming and outgoing calls management- Identify and resolve guest needs- Guest loyalty and problem resolution- Concierge telephone assistance