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Lourdes
Hotel y Servicio al Cliente con 10+ años en Hospitalidad y Gestión
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Competencies
Aplicó técnicas de resolución de problemas y gestión de operaciones en la industria hotelera.
Brindó soporte a huéspedes en front office, reservas y resolución de reclamos en múltiples hoteles.
Utilizó Opera, Salesforce y Delphi para gestionar reservas, cuentas y comunicación con clientes.
Desarrolló propuestas, template de acuerdos y manejó canales de chat y email para ventas y soporte.
Mentoreó nuevos empleados y participó en capacitaciones en sistemas y procesos internos.
Education
Languages
Summary
Profesional con experiencia en gestión hotelera, soporte al cliente y ventas en la industria de hospitalidad, con habilidades en sistemas CRM y multitarea.
Key Achievements
- Dirigió operaciones hoteleras en WET hotel asegurando estándares 4 estrellas.
- Mantuvo soporte multicanal y asistencia en reservaciones, reclamos y ventas en diversos roles.
- Capacitada en sistemas como Opera, Salesforce y Delphi, demostrando versatilidad tecnológica.
Experience
Hotel Administrator
Streamlined hotel operations across guest services, administration, finance, and HR, ensuring 4-star service standards., Directed maintenance, housekeeping, reservations, and restaurant functions.
Travel Administrative Assistant
Assisting with analytical cases by email and phone., Resolving cases on the Salesforce platform., Managing the hospitality Delphi system, Meeting Broker, and Diagramming Program., Creating new accounts, processing reports, and assisting with tax setting., Developing agreement and sales proposal...
Amadeus Hospitality Support
Customer Service Support- Italian-English.
Customer Service Experience, Task Force
Assist in creating new claims according to the condition of theft and loss insurance, processing payments, and guiding the resolution process by interacting through Phone calls communication, and e-mail.
E-commerce Sales Specialist
Selling packages of Travel insurance to foreigners, supporting information about new politics, and travel documents through Chat Support channels and email.
Customer Service Experience, Task Force
Giving support at the front office operation for a massive corporative group, attending to the process of documentation during check-in and payment during check out process.
Guest Experience Specialist and Room Controller
Attend multichannel support, Opera system, Marsha, and Empower Platform for chat support, reservations, internal department operation, Outlook email, and telephone operator, sales, and assistant in reservations requests., Assist the guests during the check-in time and departure time process...
Sales Representative- F&B Department
Prepare and sell cocktails in different areas on board, operated PMS system for sale and inventory., Sommelier Service attending new reservations for lunch and dinner service on decanting wine., Sale exclusive wine packages and cocktails during the embarkation dates for onboarding cruise.
HouseKeeping Room Supervisor
Keep and prepare all the rooms assigned in good condition., Develop new ways of the cleaning system., Manage the time.