Samanta Arnal

Customer Experience & Data-Driven Professional with a background in hospitality and service design. Focused on improving guest experience through digital solutions, data analysis, and operational optimisation.

Food and Beverage Team Leader - The Glenview Hotel & Leisure Club - Wicklow (Ireland)

(2025-11)

• Analyse customer needs and adapt our services to meet their demands as well as the latest market trend, to provide high-level, personalized food service, ensuring each guest receives warm, attentive care and a flawless dining experience.
• Create and implement comprehensive service design strategies that exceed customer expectations, contribute to achieving sales targets, and enhance the hotel’s reputation and brand image.
• Support onboarding and training of new staff, promoting consistency and team standards.
• Collaborate closely with the kitchen and bar teams to ensure efficient and coordinated service.
• Designed and implemented QR and NFC touchpoints to increase the number of reviews. I also redesigned the bar menu, which had a positive impact on sales of Spritz and brands of mineral and sparkling water, such as San Pellegrino.
• Initiated a QR-based room service request prototype to streamline guest requests and reduce operational pressure on reception.¡, centralising hotel information and enhancing digital engagement.

Full Time Food and Beverage Assistant - The Glenview Hotel & Leisure Club - Wicklow (Ireland)

(2024-05 - 2025-11)

• Contribute to delivering a high-quality guest experience by ensuring consistency in service standards and attention to detail.
• Handle service-related incidents calmly and effectively, ensuring guest satisfaction.
• Act as a key point of contact for Spanish-speaking guests, translating menus, advising on allergens, hotel facilities, and local attractions to ensure a welcoming and inclusive experience.
• Recognized by guests for exceeding expectations and contributing to positive reviews and return visits.

Urban Planning Consultant - Khora Urban Thinkers - Madrid (Spain)

(2021-03 - 2023-10)

• Led public service improvement projects for municipal offices and local communities. I was part of the team of partners in the European UIA project: EPIU - Energy Poverty Intelligence Unit. and the Urban Agenda Action Plan of the City Council of Vigo, among other projects.
• Applied human-centered design to improve user experience in public services, translating complex data into actionable insights.
• Designed and implemented data-driven tools (Excel dashboards, KPI tracking systems) to support decision-making and service optimisation.
• Delivered presentations to stakeholders and facilitated multi-sector meetings with clarity and confidence. I participated in the creation of the urban data viewer of the project: I created the cartographic base with QGIS, adapted the databases to represent the indicators with PostGIS, and designed the web page with FIGMA.
• Coordinated with clients and multidisciplinary teams to ensure project alignment and timely execution.

Assistant Manager / Senior Sales Associate - United Colors of Benetton - Madrid (Spain)

(2019-06 - 2021-03)

• Promoted progressively from sales associate to lead associate and then assistant manager.
• Managed inventory, store visual merchandising, team scheduling, and daily briefings.
• Cultivated strong team spirit and customer-first culture in alignment with company values.
• Gained a clear sense of corporate structure, workplace accountability, and service excellence.

Assistant Store Manager - Springfield - Madrid (Spain)

(2018-11 - 2019-06)

• Oversaw scheduling, stock control, and team coordination.
• Liaised with distributors and led in-store visual presentations.
• Conducted team meetings and supported onboarding of new employees.

Sales Assistant - PROMOD - Madrid (Spain)

(2017-08 - 2018-11)

• Delivered personalized customer service and fashion advice.
• Maintained visual standards, stock control, and store cleanliness.
• Applied basic patternmaking and professional garment handling techniques.

Customer Service – Returns & Incidents - IKEA - Madrid (Spain)

(2017-02 - 2017-08)

• Resolved customer issues involving deliveries, returns, and product faults.
• Coordinated with departments including logistics, sales, and assembly services.
• Handled emotional or complex client interactions with patience and empathy.
• Documented incidents and contributed to process improvements.

Advanced degree - Restaurant Services Management - Granada Hospitality and Tourism College (2025)

Specialised Course - Human-Centered Service Design - IDEO (2024)

MSc - Smart Cities, Urbanism - Universidad Complutense de Madrid (2021)

MSc - Secondary Education Training - Universidad Complutense de Madrid (2020)

BSc - Geography and Spatial Planning - Universidad Autónoma de Madrid (2019)