Hospitality Operations, Reservations Management & Customer Success
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Bilingual hospitality and operations professional with experience in reservations management, guest experience, customer success, and team leadership within luxury hospitality and wellness environments. Skilled in managing high-volume guest communications, OTA platforms, CRM systems, payment processing, and cross-functional coordination. Proven track record supporting approximately 150 retreat groups annually while maintaining exceptional service standards.
Recognized for strong organizational skills, meticulous attention to detail, and delivering seamless client experiences from inquiry through arrival.
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Reservations & Hospitality Operations Coordinator
Xinalani Retreat & Mixto · April 2025 – Presente
Property recognized with 3 Michelin Keys in wellness hospitality.
Manage ~150 retreat and group reservations annually, overseeing the full guest journey from inquiry to arrival.
Oversee bookings for luxury wellness properties, ensuring precision and personalized service at every touchpoint.
Handle all guest communications across multiple channels while maintaining premium service standards.
Process payments, deposits, cancellations, and refunds through digital payment platforms; enforce reservation and cancellation policies.
Coordinate contracts, room allocations, transportation logistics, and pre-arrival communications for groups and retreats.
Manage distribution across major travel and wellness booking platforms.
Prepare weekly pre-convention reports and coordinate with accounting, sales, and operations teams.
Monitor occupancy, inventory, promotions, and rate consistency through property management systems to support revenue objectives.
Tools: PMS (Cloudbeds), CRM (Zoho), payment processing, Google Workspace, project management tools
Grupo Vidanta · Jan 2024 – April 2025
Promoted from front-line operator to Supervisor within one year based on performance and leadership.
Led and mentored a team of 15+ service operators, providing training, coaching, and performance support.
Resolved guest escalations and service recovery cases, maintaining consistently high satisfaction scores.
Coordinated inter-departmental communication to streamline resort operations and enhance the guest experience.
Analyzed guest feedback to identify improvement opportunities and implement service enhancements.
Telephone Operator & Express Service Representative
Grupo Vidanta · Jan 2023 – December 2023
Managed high-volume guest communications for a large-scale luxury resort complex.
Served as central coordination point between guests and resort departments, ensuring timely resolution of requests.
Handled urgent guest concerns with professionalism, prioritization, and strong problem-solving skills.
Tracked requests from initiation through completion, ensuring compliance with service standards.
Bachelor of Science in International Business – Autonomous University of Nayarit (2017 – 2022)
