Experience

Mercer Hoteles

• Spain
• Hospitality
• 1 - 100 Employee

• Quality Assurance Manager - Mercer Hotel Barcelona - 5* GL

  • Oct 2021 - Present



Zt The Golden Hotel Barcelona

• Barcelona

• Rooms Division & Events Supervisor

  • Nov 2017 - Oct 2021

  ROOMS DIVISION: -Monitor the level of service provided by Front Office, Housekeeping & Maintenance (i.e. by analyzing Quality Reports), constantly working on improving it through investigation, analysis and corrective action. -Make sure staff are aware of policies and procedures. -Work closely with Housekeeping and the Front Office throughout the day to ensure the hotel guests are well cared for, as well as resolving any customer complaints that may arise. -Supervise the work of cleaning staff and ensure standards are maintained (cleanliness practices and waste management). -Inspect the accommodation to ensure that hygiene and health and safety regulations are met. -Arrange repairs and maintenance of the facilities. -Develop team members by delegating tasks and then empower and coach them making sure they achieve the desired results. -Provide guest safety and loss prevention by utilizing the proper equipment (i.e. smoke alarms, key cards, etc.) and supplies for the efficient and economical operation of the hotel. MEETINGS & EVENTS PLANNING: -Seamlessly direct the planning and execution of both professional and social meetings and events for corporate clients. -Budget, manage contract, plan and organize events, maximizing revenue, identifying cost-saving opportunities and ensuring customer satisfaction. -Liaise with other departments within the organisation: e.g. catering for conferences, rooms set up, etc. -Make sure the event runs smoothly, efficiently and handle any crisis that may come up. Show less



Mercer Hoteles

• Spain
• Hospitality
• 1 - 100 Employee

• Reservations Sales Agent - MHB 5*GL

  • Mar 2016 - Nov 2017

  -Effectively update daily room availability and inventory through Channel Manager across OTAs, wholesalers and GDS, maximizing occupancy while avoiding overbooking. -Verify availability before confirming any reservation. Suggest alternate dates for sold-out dates. - Reason what a potential guest is looking for and enthusiastically describe location, room accommodations and all amenities, promote and sell the appropriate rated room to meet the guest’s needs. -Maintain complete knowledge of revenue management codes and offering of packages, rates and promotions. -Properly code all said reservations as to the rate type, source, travel agent, packages, rates, promotions, etc. -Process all reservation requests, changes and cancellations received by phone, e-mail, internally and through central reservations system or travel agencies. -Access guest history records to best service guests, maintain accurate information in guest history files. Show less



Hilton

• United States
• Hospitality
• 700 & Above Employee

• • Aug 2009 - Sep 2016

  -Proactively maintain an updated database with all the information about city sightseeing, attractions, restaurants, cultural & sports events, transportation, etc to provide high levels of customer service.-Enthusiastically perform guest relations duties, obtaining excellent comments and feedback from customers.-Designed an innovative vacation & off-day quota system to ensure all Front Office team members enjoy holidays in a conflict-free and satisfactory way without compromising the productivity of the department. -Attain empowerment performing Night Auditor duties with full house occupancy (800+ in-house guests in 433 rooms), also ensure accuracy and precision of account reconciliations and reports.-With strong leadership and creativity, was a key player in the reorganization of the Front Office Department during high season: provided 20+ solutions to different issues in order to seek the wellbeing of the team, essential to achieve excellence in hospitality. Show less

• • Jul 2010 - Jul 2015

  -Built, implemented and executed the Training Program and Job Skills Checklists supported by the Quality Assurance Audit and Human Resources Department.-Authored the Front Office Training Handbook according to the company’s vision and standards. -Successfully trained new hires & interns (concierges, receptionists and bellmen) always meeting deadlines.-Periodically identified performance gaps in the application of processes and improvement opportunities ensuring strong quality.

• • Aug 2009 - Oct 2009

  -Tracked room revenue, occupancy percentages, and other front office operating statistics (ADR & RevPAR), summarizing results of operations for management.-Prepared summaries of cash, credit card activities foreign currency exchange reports and balances reflecting the hotel's financial performance for the Income Auditor (Accounting department), according to the principles of auditing, balancing, and closing out accounts. -Checked front office accounting records for accuracy and, on a daily basis, summarized and compiled information for the hotel's financial records. -Attained empowerment managing overbooking and guest relocation. Show less

• • May 2007 - Jul 2009

  -Responsible of interdepartmental communication towards problem solving and service recovery.-Created a phrasebook of the most used sentences in 7 languages improving communication with customers.-Developed multitasking and resistance to stress coordinating guests needs satisfaction within a high-volume of calls.