Experience

Black Diamond Lodge

• Australia
• Hospitality

• General Manager

  • Jun 2022 - Present

  During last winter season (2022/2023): • I designed the work scheme of the hotel for the season. • I interviewed, selected and hired the necessary human resources according to the established scheme. • I managed the human, building and economic resources to carry out the operation proposed by the directors. • I defined actions personalized for each group of guests with the aim of generating a perception of quality of service. • I directed daily housekeeping actions and specific building improvement actions. • Currently I am also working on the recruitment of human resources for the next summer season. • I perform internal and legal administrative tasks, such as time sheets, rotas, payslips, work permits, contracts creation, as well as those related to our relationship with guests such as Email management, reviews management, and reservations optimisation. •I execute the revenue management along with the directors according to the budget and forecasts. •Under my administration Black Diamond Lodge reached #1 position as "Best Value of 35 places to stay in Sainte-Foy-Tarentaise" on Tripadvisor.com. Show less



Black Diamond Lodge Sainte-Foy

• France
• Accommodation and Food Services
• 1 - 100 Employee

• Reception & Concierge Manager

  • Nov 2021 - Apr 2022

  • I adapted the work scheme of the reception area to the regulations in force by COVID-19 and trained the staff in the area. • Trained the housekeeping staff and designed the work flow of the area. • I coordinated guest services both prior to their arrival and during their stay at our hotel. • I led the Guest Experience working group, made up of housekeeping, accommodation and maintenance managers, with the aim of coordinating actions that would have an impact on the perception of quality by guests. • I made agreements with service providers within the ski resort. • Supervised the performance of the front of the house teams during bar and restaurant service. Show less



Casa Urbana Hotel

• Argentina
• Hospitality
• 1 - 100 Employee

• General Manager

  • Mar 2017 - Apr 2021

  Entered as Casa Urbana Hotel’s first general manager, and renew 90% of previous staff after a technical analysis of hotel’s requirements in order to optimize the resources. • Planification of marketing and communication strategies: creative development for social networks and advertisement. • Creation and organization of social events and their respective sponsorships, for example: hosted the first Baristas’ tournament in Cordoba. • Implementation of daily Cash Flow, PMS and CRM systems to measure the hotel financial development, resulting in the data-driven implementation of structural and organizational modifications. • Incorporation of Revenue Management systems, increasing the annual profit margin up to a 16% on the first year. • Improvement of service quality through hiring highly motivated individuals and trained them for being empathetic and efficient, obtaining as result 9.1/10 (booking.com) and 4.7/5 (google.com) on guests service quality. • Creation of a loyalty program for guests, redirecting direct marketing, and choosing Booking.com, the one most efficient Online Travel Agency for the hotel, achieving a direct selling rate of 74,88% on 2018. • Acquisition of a contract with the Health Ministry of the Province of Cordoba to provide accommodation to returnees as a government plan of Covid-19 crisis management. Training and control of staff workflow for the correct implementation of biosafety protocols according to the governmental demands. Also designed and controlled the service to returnees, including accommodation, maintenance, cleaning and food serving. • Coordination together with the COE (Emergency Operations Center, in Spanish) for guests' special needs and problem-solving, including medical and psychological assistance, resulting in 92 guests placed in quarantine for 14 days on average, with 0 Covid-19 incidents. Show less



NH Hotel Group

• Spain
• Hospitality
• 1 - 100 Employee

• Front Desk Receptionist

  • Nov 2015 - Mar 2017

  • Supported guests in their check in, check out, invoicing and managing complaints. • Coordinated maintenance tasks. • Updated the reception's merchandising inventory weekly. • Organized groups rooming and working out contingencies. • Checked reservations daily. • Supported guests in their check in, check out, invoicing and managing complaints. • Coordinated maintenance tasks. • Updated the reception's merchandising inventory weekly. • Organized groups rooming and working out contingencies. • Checked reservations daily.



Whitney International University System

• United States
• 1 - 100 Employee

• Trainer

  • Jan 2013 - Nov 2014

  • Trained enrolling and service consultants according to detected improvement opportunities, For example: - Upskilling AIDA (sales) model. - Inducting new employees in company's culture. - Instructing good practices at customer service and complaints management. - Changes Management (teaching staff to manage the stress of working in a constantly growing company). • Designed entire trainings using tools like Fishbone diagrams, Syllabuses, workflows and Gantt charts. • worked for CASA (Students Attention and Services Center, in Spanish) Teaching our work model to other universities in our network. Among my responsibilities I can highlight: - 150 hours of Spanish and Portuguese training college consultants. - 110 hours of training college consultants at the Republic of Colombia. Show less