Front Desk Supervisor at Fairmont Mayakoba (2024-10 – 2025-08)
English and Spanish customer service for 5 Diamonds AAA standards and FORBES standards by:
- Resolution of specific complaints.
- Involved in strategies to achieve satisfaction goals.
- Supervise front desk.
- Room assignments.
- Night management and generation of daily sales reports and statistics.
- Training of new staff to meet goals and standards.
- Support to reception, when necessary, in their tasks of check in and check out of guests.
- departments coordination (Groups, Bell boys, reservation, Housekeeping, Room service, Transportation, Security, and others).
- Focus on delivering customer experience, satisfaction, and happiness.
- Generate administrative documents for reimbursements, Revenue Department
Front Desk Supervisor at Grand Velas Riviera Maya (2024-04 – Present)
English and Spanish customer service for 5 Diamonds AAA standards and FORBES standards by:
- Resolution of specific complaints.
- Involved in strategies to achieve satisfaction goals.
- Supervise front desk.
- Room assignments.
- Night management and generation of daily sales reports and statistics.
- Night management.
- Training of new staff to meet goals and standards.
- Support to reception, when necessary, in their tasks of check in and check out of guests.
- departments coordination (Groups, Bell boys, reservation, Housekeeping, Room service, Transportation, Security, and others).
- Focus on delivering customer experience, satisfaction, and happiness.
Front Desk Supervisor at Hilton Playa del Carmen, an All-Inclusive Adult Only Resort (2023-05 – 2024-04)
English and Spanish customer service for 4 Diamonds AAA standards by:
- Resolution of specific complaints.
- Involved in strategies to achieve satisfaction and monthly sales goals.
- Supervise front desk and concierge team based on monthly goals.
- Room assignments.
- Night management and generation of daily sales reports and statistics.
- Nigth management.
- Follow up with guests with opportunities during their stay.
- Training of new staff to meet goals and standards.
- Support to reception, when necessary, in their tasks of check in and check out of guests.
- departments coordination (SPA, Groups, Bell boys, reservation, Housekeeping, Room service, Transportation, Security, and others).
- Focus on delivering customer experience, satisfaction, and happiness.
L3 Interpreter at Human Quality, Language Line Solutions (2020-08 – 2020-10)
- L3 English interpreter
- Interpretation of calls for domestic services, 911, medical services, banking services, insurance companies.
- Home office.
Receptionist/Concierge at Hilton Playa del Carmen, an All-Inclusive Adult Only Resort (2019-02 – 2023-04)
English and Spanish customer service for 4 Diamonds AAA standards by:
- Check-in and check-out (individual and group).
- Support clients by bringing valuable information about the resort, local tourism, upgrades, departments coordination (Bell boys, Housekeeping, Room service, Transportation, Security, and others).
- Non-package upgrades.
- Focus on delivering customer satisfaction and happiness.
- Constant training (sales, management, negotiation, AAA Standards).
Concierge/Receptionist at Karisma Resort Hidden Beach & Dorado Seadside Suite (2018-05 – 2019-02)
English and Spanish customer service (nude clients) for 4 Diamonds AAA standards by:
- Lost and found follow up.
- Support clients by bringing valuable information about the resort, local tourism, upgrades, departments coordination (Bell boys, Housekeeping, Room service, Transportation, Security, and others).
- Non-package upgrades.
- Focus on delivering customer satisfaction and happiness.
Lobby Concierge at Vidanta Riviera Maya (2017-06 – 2018-05)
English and Spanish customer service:
- Dedicated to solving transportation issues.
- Support clients who lost their luggage.
- Personalized attention for the five different brands in the resort (Mayan Palace, The Bliss, Grand Mayan, Grand Bliss y Grand Luxxe).
- Ticket Sales and Reservation for restaurants and Cirque du Solei.
Supervisor at Konexo Contact + Solution Center/ mexicana.com at Mexicana de Aviación (2007-12 – 2010-09)
English and Spanish customer service:
- Increase 20% of the refunds by training and giving personalized feedback.
- Implementation of strategies for reducing the percentage of abandoned calls.
- Responsible for training, develop, and engage in their role by developing their skills into the role.
- In charge of monitoring agents for quality purposes and continuous improvement.
