Experience

Renaissance Barcelona Hotel

• Spain
• Hospitality
• 1 - 100 Employee

• Director of Operations

  • Mar 2021 - Present

• Director of Rooms Operations

  • Aug 2017 - Mar 2021

  Senior leader managing a team of 70, in charge of Front Office, Housekeeping and Security departments.Achievements:• Increased Guest Satisfaction scores YoY. Intend to Recommend +5, Arrival Experience +5.1, Staff Service +4, Elite Appreciation +1.2, Room Cleanliness +2.3.• Improved Associate Engagement scores vs 2017, Front Office +29 and Housekeeping +9. Hotel overall increased 18 points from 2017 to 2018, resulting in being the most improved AES score in the region.• Successfully achieved Marriott Bonvoy success rate, Mobility and Upselling goals YoY. In 2019, Upselling Revenue increased by 238% vs 2018. • Refurbishment of 76 rooms, Premium and Suites, from November 2018 until April 2019.• Supported several sister properties during the integration of Marriott systems.• Two months cross training in Sales and Events departments, supporting the teams and getting a deeper and strategic understanding of the business.



JW Marriott Grosvenor House London

• United Kingdom
• Hospitality
• 100 - 200 Employee

• Front of House Manager

  • Nov 2015 - Jul 2017

  Senior Rooms leader managing a team of 80, including Reception, At Your Service, Guest Relations, Executive Lounge, Concierge and Garage.Achievements:• Exceeded Room Upselling target and vs LY by 8.1%, breaking an all-time record. • Improved Premium Paid occupancy by 1.8 points vs 2015.• Achieved 124% of goal for the loyalty program MR enrolments.• Increased Guest Satisfaction scores YOY in all Key Metrics. Overall Satisfaction +1.8, Arrival Experience +1.2, Staff Service +2.5, Elite Rewards Member Appreciation +4, Departure experience +3.2.• Responsible for the Housekeeping department for two months, in the absence of an Executive Housekeeper and an Assistant Executive Housekeeper.



London Marriott Hotel County Hall

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Rooms Division Manager

  • Jan 2015 - Oct 2015

  Secondment position as Acting Executive Housekeeper in addition to overseeing the Front Office team, during a major refurbishment and repositioning of the Hotel. Secondment position as Acting Executive Housekeeper in addition to overseeing the Front Office team, during a major refurbishment and repositioning of the Hotel.



Marriott International

• United States
• Hospitality
• 700 & Above Employee

• Front Office Manager

  • Jun 2013 - Dec 2014

  Managed a team of 35, including Reception, At Your Service, Concierge and Guest Relations teamsAchievements:• Improved Employee Engagement departmental scores from 45% in 2013 to 89% in 2014.• Focus on Guest Satisfaction scores, with a noticeable increase YoY – Arrival experience improved 40 positions within Marriott Europe’s ranking.• Increased Premium Paid occupancy by 18%.• Increased Rooms Upsell Revenue by 20% vs 2013.• Achieved 138% of goal for loyalty programme MR enrolments.

• Front Desk Manager

  • Sep 2011 - Jun 2013

  Managed the daily Front Office operations, reporting to the Director of Rooms in the absence of a Front Office ManagerMain responsibilities:• Set new procedures for the department.• Focus on recruitment.• Set and execute action plans to drive Employee Engagement results.• Set and execute action plans to drive Guest Satisfaction scores.• Control and manage payroll and controllables. Managed the daily Front Office operations, reporting to the Director of Rooms in the absence of a Front Office ManagerMain responsibilities:• Set new procedures for the department.• Focus on recruitment.• Set and execute action plans to drive Employee Engagement results.• Set and execute action plans to drive Guest Satisfaction scores.• Control and manage payroll and controllables.



AC Hotel Barcelona Forum

• Spain
• Hospitality
• 1 - 100 Employee

• Assistant Front Office Manager

  • Sep 2009 - Sep 2011



CONRAD Brussels

• Front Office Supervisor

  • May 2008 - Sep 2009

• Night Auditor

  • Aug 2007 - May 2008