Front Office Manager

• Sep 2023 - Present

Managing the teams of Welcome Experience, Welcome Ambassador, Whatever/ Whenever and Concierge. Managing the teams of Welcome Experience, Welcome Ambassador, Whatever/ Whenever and Concierge.

Guest Experience & Relations Supervisor

• Jan 2022 - Aug 2023

Supervisor of Guest Experience department that joins the teams of Concierge, Call Center and Guest Relations (30-people team)- Supervising and being a team member of Concierge, Call Center and Lobby Ambassadors / Guest Relations.- Managing VIP's arrivals and stays.- Empowering the team to creating loyal guests for life being an example.- Motivate the hotel team to create wow stories to our guests.- Ensuring guests have a memorable experience.- Assisting the Front Desk when if needed.- Manager on Duty according the schedule: Turning guest problems into opportunities.- Creating strategies to keep the guest satisfaction goals in the green zone.- Member of the Quality Hotel Team: Reply of the guest´s feedback, analysis of reviews and get involve in the action plan.- Training the team in assisting guests according the BSA & LQA standards.5 Star Supervisor Nominee • Wow story recognized in the CTQ • Best wow story of the month • Firts Class by the GM Show less

Front Desk

• Jul 2021 - Dec 2021

*483-room luxury hotelOpera system- Leader of the project to increase the Marriott Bonvoy enrollments goal. Exceeded in 150% the monthly goal.- Assisting the guest at the check in and check out according the BSA standards- Night audit

Senior Front Desk and ALL ambassador (Loyalty Program) - Hotel 5*

• Aug 2019 - Jul 2021

*432-room luxury hotel Opera system Turning moments into priceless memories to the guests as a Receptionist of a 5-star luxury hotel in Barcelona, Accor hotel, where the true luxury is the gift of unforgettable experiences. - Leader of the team in charge of ALL (Accor Live Limitless loyalty program) at the hotel: exceeded in 200% the annual enrollments goals, I performed the presentations to any news and updates to the ExCom, I trained the team about the program and improved the members' experience. - Got LQA 2020 score at Check in: 90.5% and exceeded the goal of 85%. (LQA is the world's market leader in quality assurance assessments and benchmarking analysis for the luxury hospitality industry) - Heart Team member, team in charge of creating memorable experiences for workers: integration and recognition activities. - Continually, challenging myself, improving processes and creating tools to increase productivity and efficiency of the team I work with: I created the training compendium for new employees. Show less

Front Office shift leader and Hilton Honors Champion (Loyalty Program)- Hotel 4*

• Mar 2018 - Mar 2019

Working for Hilton in a magical place as Cusco, in Peru, was full of learning and new challenges, I strengthened my passion for Hospitality profession and built the technical base of my current profile. I had accomplishments recognized by the Front Desk Manager, General Manager and Hilton. * 137-room upscale hotel Opera system - Check in / check out, billing, guest relations and concierge service - Exceeded annual goal regarding to enrollments in 20% and in 5 points annual goal of the the Hilton Honors members level satisfaction. I was the ambassador for the loyalty program and lead the front desk team. - Nominated for The CEO Warm & Light Hilton Awards for making a positive impact on Hilton guests, fellow team members and communities. - Awarded the Gold Status in Hilton Honors for the good results I achieved as Hilton Honors Champion. - Night auditor Show less

Pre-Opening Task Force in Front Office

• Jul 2017 - Jan 2018

6 months project: I was the responsible for the pre-opening and implementation of the Front Office: Reception, Guest Relations, Bellmen and Porters of ​​the first hotel-resort of the Peruvian Hotel chain Bella Terra, which seeks to provide a comfort stay option without losing contact with nature. Bella Terra officially opened its first hotel in December 2017. *50-room premium hotel Arion PMS System - I created the Manual of Operations and SOPs of the Front Office - I recruited talents from Sauce village and trained the new employees in delivery excellent guest service. - I designed and organized the functional area of reception and bellman / porters - I supervised the operation during the first two months of the opening. Show less

Manager Bed and Breakfast

• Apr 2016 - Mar 2017

At Limper B&B, a 10-room bed & breakfast, target audience is travelers from all over the world who use the Lima International Airport to start their trip in Peru. Marketing this B&B, taking reservations, assisting guests with the checking in and out, improving the service we provide, maintaining a strong relationship with the stakeholders, reporting on performance to the owner, and budgeting were all things I could learn at the university and Limper gave me the opportunity to put the theory into the practice. - I implemented a cross-selling project with F&B. the Welcome back! coupon offering guests treats and discounts for choosing us again, and increased the annual revenue by 20%. - I created strategies to improve the guest experience which positively impacted in our TripAdvisor, Google and OTAs score. Show less

Trainee in Housekeeping Management - The Grand Summit Hotel

• Dec 2014 - Mar 2016

I learned to: - Prepare the work lists of the housekeepers. - Communication between Front Desk and Maintenance. - Prepare and analyze the daily Housekeeping reports. - Supervise the cleanliness VIP Rooms , Owners Guest and Penthouses I learned to: - Prepare the work lists of the housekeepers. - Communication between Front Desk and Maintenance. - Prepare and analyze the daily Housekeeping reports. - Supervise the cleanliness VIP Rooms , Owners Guest and Penthouses

Supervisora de los servicios de hospedaje de los participantes de la COP20 Perú

• Dec 2014 - Dec 2014