Dedicated hospitality specialist with over 7 years of experience in front desk management, customer support, and event coordination. Proven ability to enhance guest experiences, boost sales, and foster client loyalty. Skilled in multilingual communication and digital marketing strategies.
Exceptional ability to deliver personalized, multilingual support, ensuring high guest satisfaction and loyalty.
Skilled in planning, organizing, and executing corporate and social events with seamless logistics management.
Proficient in front desk management, process optimization, and guest experience enhancement in hospitality settings.
Knowledgeable in digital marketing strategies to promote hospitality services and improve guest engagement.
Collective Hospitality/Selina
Led the reception team in one of the most innovative hotel chains in the industry, ensuring memorable guest experiences from the first interaction., Coordinated and optimized check-in/check-out processes, increasing operational efficiency by 20% and reducing wait times., Implemented continuous improvement strategies, boosting guest satisfaction scores by 15% on platforms such as Booking, Airbnb, Expedia, Hotelbeds, and Google Reviews., Managed complaints and special requests with a solution-focused approach, resolving 90% of incidents without escalation., Oversaw adherence to service standards aligned with the brand, training the team to maintain warm, efficient, and professional service.
VRBO-Part of Expedia Group
Provided personalized, multi-channel support (phone, email, and chat) to travelers and hosts on a leading global vacation rental platform, ensuring smooth experiences and effective resolutions., Handled complex bookings, including modifications, refunds, and cancellations, minimizing conflicts and building user trust., Educated property owners on best practices for listing and property management, improving listing quality and conversion rates., Exceeded key operational KPIs, including average response time, first-contact resolution, and weekly case volume.
Selina Hotels
Delivered comprehensive, multilingual guest service, earning excellent feedback for friendliness and efficiency., Promoted tours, rentals, and local experiences, increasing complementary service sales per guest by 25%., Handled petty cash with 100% accuracy in internal audits., Used Winks and Cloudbeds systems for booking management, improving lodging tracking and control.
Bachelor’s Degree
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Effective in client relationship building, loyalty programs, and closing sales to drive business growth.
Casa Andina Hotels
Drove client portfolio growth through loyalty-focused strategies, effective negotiations, and consultative selling., Represented the brand at fairs and workshops, achieving key positioning with wholesalers and travel agencies., Increased sales to existing clients through personalized follow-ups and strategic training.
Casa Andina Hotels
Played a key role in planning and executing corporate and social events, ensuring successful experiences from start to finish., Coordinated full event logistics, from cocktail parties to seminars, achieving a 98% satisfaction rate., Assisted with corporate visits, generating leads that led to medium-term contracts., Identified improvement opportunities in internal processes, optimizing communication between sales and operations.
