Haui Arriaga

Bilingual customer-experience and hospitality professional with 20+ years of experience managing client relationships, service delivery, escalations, training, sales and retention-oriented interactions.

Background combines luxury hospitality, online reputation management, education/training leadership, strategic partnerships and consultative upselling. Strong record of handling complex customer situations, building trust, improving service processes and communicating professionally in English and Spanish. Targeting remote Customer Success, Client Success, Account Management, Customer Experience, Onboarding or Hospitality SaaS roles.

Head of Continuing Education at Universidad Autónoma del Estado de Morelos (UAEM), School of Tourism (2017-07 – Present)

• Own continuing-education programs from planning through delivery, coordinating faculty, students and external partners.
• Build strategic relationships with organizations and manage stakeholder expectations.
• Design training programs and communicate program value to different audiences.
• Coordinate multiple concurrent initiatives while maintaining service quality and deadlines.

Hospitality & Guest Experience Consultant at Hotel Palacio del Cobre — Tepoztlán, Morelos (2023-02 – Present)

• Advise hotel leadership on operational readiness, customer-facing policies and service processes.
• Train teams in leadership, problem-solving and customer relationship management.
• Analyze market opportunities and recommend service/business improvements.
• Develop manuals and relationship-management practices for key clients.

e-Concierge / Guest Experience Specialist at Iberostar Grand Hotel Paraíso — Riviera Maya (2016-01 – 2017-12)

• Owned personalized pre-arrival communication and guest requests for a luxury resort.
• Managed online customer experience through ReviewPro, TripAdvisor, Booking.com and hotel channels.
• Resolved critical 1–2 star complaints through investigation, CRM review, direct intervention and service recovery.
• Generated revenue through consultative upselling of premium experiences, restaurants, golf and spa.
• Recognized publicly by guests for service quality and personalized communication.
• Coordinated sensitive service-recovery cases requiring discretion, ownership and cross-functional execution.

Professional Internship Coordinator at CULTURES — Center for Languages, Tourism & Service Businesses (2018-08 – Present)

• Manage relationships among students and external companies, resolving issues and maintaining effective communication.
• Coordinate processes and expectations across multiple stakeholders.

University Lecturer at UAEM, School of Tourism (2017-08 – Present)

• Teach Customer Service, Public Relations, Service Quality, English and hospitality subjects.
• Develop learning content and coach students in professional communication and service standards.

Executive Club Agent at JW Marriott Cancún Resort & Spa (2005-01 – 2005-12)

• Delivered VIP customer service across reception, concierge and F&B.
• Used consultative selling to increase upgrades and restaurant bookings.
• Selected for subsequent recruitment by the same General Manager into Iberostar.

Mystery Shopper / Service Standards Auditor — Freelance at Helion, International Service Check and others (2013-01 – Present)

• Produce structured evaluations of customer experience, sales behavior, returns and service standards.
• 13+ years of independent quality-audit experience across recognized retail brands.

B.A. in Hotel & Tourism Administration – CULTURES