Gerente de alberca y playa at Catalonia Costa mujeres (2025-11 – Present)
- Ensure complete guest satisfaction during their pool and beach experience.
- Control maintenance and cleanliness of equipment and facilities. Task planning and scheduling of inspections and preventive maintenance.
- Organization of shifts and supervision of staff duties. Monitoring of KPI indicators.
- Preparation of reports for management. Ensure compliance with internal procedures and health & safety standards (HS Consulting, Cristal).
- Development of strategies to optimize operational performance and improve processes.
- Supervision of opening and closing shifts and proper system registration.
- Ensure quality standards based on established percentages.
- Identification and resolution of operational department issues.
- Guest complaint resolution and follow-up.
Front Desk Supervisor at Excellence Riviera Cancún (2024-02 – 2025-11)
- Guest reception with professional service, ensuring full satisfaction during check-in and check-out.
- Organization and supervision of schedules and appointment management. Telephone assistance and call screening.
- Management of orders and reception of workplace deliveries.
- Reception, classification, and distribution of correspondence.
- Invoice management and basic accounting tasks.
- Payment processing and invoicing.
- Management and updating of the customer database.
- Handling guest inquiries and areas of opportunity to ensure a pleasant stay.
- Recording stay payments, issuing invoices, and controlling accounting documentation.
- Reservation management, always providing quality service.
- Providing guests with information about hotel services.
- Coordination with Housekeeping for room preparation.
- Reception and resolution of guest complaints.
- Collaboration with all departments to meet guest needs.
- Updating guest information in the system.
- Reservation registration and management in the company system (New Hotel).
Imperial Butler at Excellence Collection (2023-04 – 2024-02)
- Responsible for ensuring follow-up on all guest needs during their stay.
- Coordination of guest activities with involved departments.
- Highly personalized and efficient service with strong attention to detail.
- Preparation of welcome amenities and special items such as beverages.
- Guest reception upon arrival and assistance with room accommodation.
- Review of VIP guest lists and relevant events to anticipate needs.
- Management of guest check-in and check-out.
- Providing information about hotel services.
- Attention to all requests and areas of opportunity.
Bellman at Excellence Collection (2020-11 – 2023-04)
- Care and control of luggage security and integrity.
- Transportation of luggage to and from guest rooms or vehicles.
- Welcoming guests and tagging luggage when necessary.
- Escorting guests to rooms and explaining room features and services.
- Maintaining order and cleanliness in reception areas.
- Valet parking and vehicle transfer.
- Friendly assistance and handling of special guest requests.
- Luggage storage and control.
- Providing information about hotel services.
Pool Concierge at Excellence Collection (2019-02 – 2020-11)
- Friendly guest service, taking orders and providing recommendations.
- Support in all guest service-related processes.
- Conflict management.
- Guest communication through various contact channels.
- Application of standardized guest service procedures.
- Beach decorations.
- Amenity delivery.
- VIP guest follow-up.
Room Service Waiter at Excellence Collection (2017-11 – 2020-02)
- Tray handling for food and beverage delivery and collection.
- Communication of guest requests to kitchen and bar.
- Table setup with linens, cutlery, and glassware.
- Cleaning tables and restocking dishware and glassware after service.
- Participation in weddings and banquets.
- Delivery of in-room amenities and special requests.
- Inventory management.
