Experience

Latchel

• United States
• Real Estate
• 1 - 100 Employee

• Operations Supervisor

  • May 2022 - Present

  The main focus is to create high-performing teams. The Operations supervisor will seek operational excellence. This will be achieved through customer obsession, collaboration with stakeholders, ownership of employee engagement, and identification of best practices or behaviors. - People management: manage the performance and behavior of 20 associates through 1:1 meetings, coaching, and mentorship. - Goal setting and tracking: implement performance goals, monitor and evaluate against pre-set goals. - - Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement. - Performance management: creation and implementation of action plans to resolve performance barriers as needed. - Associate engagement: motivate the team to ensure a positive mindset and customer-focused attitude. - Customer experience: support workforce-related activities to guarantee resources in critical areas. - Liaise with other departments as required to resolve customers’ issues and questions. Assist associates with product-related issues questions. Show less



Oasis

• United States
• Hospitality
• 100 - 200 Employee

• Reservations Manager Corporate/B2B

  • Jul 2016 - May 2022

  Account Manager for the highest grossing revenue corporate accounts. Reservations Manager for a cross-cultural team in 4 different offices worldwide. Train, develop and evaluate reservations team, ensuring that processes and procedures are performed to department standards and that they deliver a high standard of customer service, as well as supervising their results. Ensuring team members reach/surpass, monthly revenue goals companywide and for all destinations and Account Managers maintain and build a strong relationship with partners, including account performance. Show less

• Senior Account Manager - Corporate / B2B

  • Sep 2013 - Jul 2016

  Account Manager for the highest grossing revenue corporate accounts, with emphasis in Direct Corporate partners, Corporate Housing, Travel Mobility and Relocation Companies (Oakwood, Skyline/AQpartments, MSI Mobility, Premier Destination Services, McKinsey, Ernst & Young). Responsible for assessing partner issues and advising upper management on action plans to increase revenue and establish growth. Driving partner's loyalty by delivering service excellence throughout each interaction and maintaining strong relationship with partners by understanding their requirements and needs, and responding efficiently, as well as resolving escalating issues and past due balances and account collection. Responsible for up-selling and development (alongside Biz Dev) for account growth. Show less



Apartments BA by Luxury Retreats

• Argentina

• Reservations Sales Agent

  • Apr 2012 - Sep 2013

  Effectively respond to all sales and reservation inquiries, by email, phone or in person. Follow up on all leads in progress, ensuring a high percentage in Requests to Reserve conversion. Ensure that the highest levels of service are established and maintained resulting in ultimate guest satisfaction. Reports to Business Development manager. Effectively respond to all sales and reservation inquiries, by email, phone or in person. Follow up on all leads in progress, ensuring a high percentage in Requests to Reserve conversion. Ensure that the highest levels of service are established and maintained resulting in ultimate guest satisfaction. Reports to Business Development manager.



Costa Rica Luxury Vacation Rentals & Tours

• Costa Rica
• Recreational Facilities
• 1 - 100 Employee

• VP of Sales & Marketing

  • Jan 2007 - Jun 2011

  Achieve Company revenue & strategic goals while ensuring all Sales & Marketing plan goals and objectives were executed and guided by the Executive Management Team and Ownership. Conducted and lead monthly Sales & Marketing Meetings. Creation, development, coordination and implementation of all Marketing Initiatives & Strategies of the Company. Worked directly with the Marketing & Creative Manager executing timely, well designed marketing collateral that supported the Sales & Marketing Initiatives and Strategies of the Company. Ensured that all marketing, sales and promotional campaigns were cost effective. Preparation of the Annual Sales & Marketing Budget. Assisted President | Chief Marketing Officer by directly managing Corporate & Special Events, Reservations, Marketing & Creative Graphic Design and Concierge & Guest Service. Creation of the Annual Sales & Marketing Plan, complete with sales strategies and initiatives.Oversaw the office’s daily operations, worked in conjunction with Reservations, Concierge & Guest Services Managers in the preparation of weekly work schedules, and the monitoring of Team Member’s attendance, including vacations and time off approvals. Monitored all Sales activity and productivity on a weekly, monthly and annual basis for all revenue generating departments. Submission of weekly Sales Activity Reports. Prepared all necessary Executive reports assigned by the Upper Management Team including but not limited to Revenue & Statistics Reports. Conducted annual “Competitive Analysis” ensuring proper selling techniques. Supervised and provided ongoing coaching and monitored the sales team members on a daily basis with respect to their sales objectives, customer service, office protocol, and adhering to company policies. Assisted the President | Chief Marketing Officer in the hiring and training new team members as well as performed all annual team member Job Performance Reviews Show less

• Manager Operations

  • Mar 2005 - Jan 2007

  Assisted the President & Vice President by directly managing the Housekeeping & Maintenance, Reservations & Concierge, Marketing and Accounting department’s operation. Oversaw the daily operations of the office and all employees with respect to attendance, approval of time off, and office policies and procedures. Understood the goals and objectives of all the departments and executed them, along with area managers, as prescribed. Monitored all daily activity and productivity on a weekly, monthly and annual basis for all revenue generating departments. Prepared all necessary “Executive” reports assigned by the President Executive Management Team. Conducted and leaded weekly and monthly meetings with area managers including agendas and proper after-meetings minutes.Preparation of the annual departments budgets in conjunction with area managers. Show less

• Manager Front Office

  • Jan 2005 - Mar 2005

  Ensured that the highest levels of service were established and maintained resulting in ultimate guest satisfaction. Sales/Reservations: ensured the smooth, efficient and profitable operation of the Sales/Reservations Department by ensuring yield management systems and progressive sales initiatives were implemented and executed in order to achieve revenue & occupancy budget goals according to business objectives of the company. Effectively prepared office schedules that covered the needs of the operation to ensure client satisfaction. Effectively monitored all sales activity and productivity on a daily, weekly, monthly and annual basis for all Destinations Reservation & Concierge. Checked daily all upcoming reservations ensuring all information was accurate and that all reservations were guaranteed. Proper full payments guaranteed and processed. Liaison between Corporate & Special Events Department, Concierge / Front Office, Night Audit and Accounting. Full controls of the Company Reservations – all updates on rates, available dates, and reservations. Maintained a successful Travel Agent database. System training for all Destination Reservation Agents. Conducted annual “Competitive Analysts” to ensure proper selling techniques. Efficiently handled inquiries (from all avenues, email, voice, etc.), Ensured that all Tour & Activity inquiries were effectively referred and passed along to the Concierge Team for their follow-up and completion. Show less



Four Seasons Hotels and Resorts

• Canada
• Hospitality
• 700 & Above Employee

• Chef Assistant

  • Apr 2001 - Mar 2003



Hyatt Regency

• United States
• Hospitality
• 700 & Above Employee

• Chef Assistant

  • Mar 2000 - Mar 2001