Customer Experience Manager

• Jun 2021 - Present

Founded in 2014, Miami Vacation Rentals is a luxury vacation rental management company with over 100 active listings, operating in some of the most sought-after buildings in Miami. We are a quickly growing team of professionals that strive to provide a high-end experience for our most demanding guests. Whether you are traveling for pleasure or work we will make sure you feel right at home with us. Boasting hundreds of 5-star reviews across our website and all major platforms - and one of the highest repeat customer rates in the industry - we have built an active community around quality, trust, and consistency. Our sister company, MAR Realty LLC allows our investors to get the best properties on the best terms. For more info: www.miamivacationrentals.com/realty Show less

Executive Assistant

• Nov 2020 - Apr 2021

Co-Founder

• 2019 - 2020

- Created and disseminated all travel and hotel itineraries for all tour groups ranging from one day to two months. - Booked transportation, accommodation and all personalized services including individualized flights and hotel stay. - Collaborated with security staff, marketers & venue operations team to ensure a smooth operation. - Ensured accurate payments and invoices were processed and received in a timely manner. - Created and disseminated all travel and hotel itineraries for all tour groups ranging from one day to two months. - Booked transportation, accommodation and all personalized services including individualized flights and hotel stay. - Collaborated with security staff, marketers & venue operations team to ensure a smooth operation. - Ensured accurate payments and invoices were processed and received in a timely manner.

Rooms Controller

• Dec 2018 - Jul 2019

- Created and distributed daily reports including updating leadership on currentavailability, average daily room rate, and hotel room revenue.- Assigned rooms corresponding to guest loyalty status and included all requests andspecial preferences.- Worked closely with sales, marketing, guest services and housekeeping. organise andschedule all site visits and events- Secured potential business by preparing the most optimal rooms for site inspections.- Analysed house availability in advance and strategised placement including any gaps inroom stays and length of stay.- Checked online availability and ensured it matched house inventory by closely workingwith the revenue management and reservations team.- Monitored mobile check ins & pending rooms management to minimise waiting times byapproximately two hours. Show less

Welcome desk agent

• Jul 2018 - Dec 2018

- Upsell program leader: Maximising upsell revenue reaching the monthly goal ($100k)- Coordinated and processed commission incentives by creating an upsell reward system.- Guest satisfaction Survey most nominated employee in my department (September2018, October 2018, November 2018, December 2018)- Completed cashier and closing reports as well as balance and drop receipts accordingto hotel accounting specifications.- Talent Coach (Trainings, introducing new talents to the team)- Marriott Integration - transitioning Starwood to Marriott Property Management System- Leader and responsible for metrics compliance and maximization (Starwood Preferred Guest & Make a Green Choice Enrollments, Upgrades, Connection Cards / WOW Moments) Show less

Food and Beverage Specialist

• Jan 2018 - May 2018

Ramon Freixa - Relais Chateaux (2* Michelin star restaurant and 3 Repsol suns) Ramon Freixa - Relais Chateaux (2* Michelin star restaurant and 3 Repsol suns)

Executive Management Assistant

• Jan 2016 - Jul 2016

- Worked closely with the sales and events department by creating marketing strategies to sell meeting spaces and attract potential clients. - Assisted revenue manager in maximising room revenue by taking care of OTA's. - Worked closely with the sales and events department by creating marketing strategies to sell meeting spaces and attract potential clients. - Assisted revenue manager in maximising room revenue by taking care of OTA's.

Guest Relations Supervisor

• Feb 2014 - Aug 2014

- Created an in-depth training program for new employees, company policies and procedures. - Assisted night auditor with night operations such as balancing accounts from day shift, creating invoices, bills and checks for vendors, employees and contractors etc. - Created an in-depth training program for new employees, company policies and procedures. - Assisted night auditor with night operations such as balancing accounts from day shift, creating invoices, bills and checks for vendors, employees and contractors etc.