Education
Degree in Tourism Management
University Manuel Becerra (Madrid)
September 1994-2000
Skills
• Languages:
English (Fluent) 8 years in London
Spanish (Mother Tongue)
French (Started a course 2 weeks ago)
• Courses:
Craft Training certificate
Interviewing Skills Certificate
Handling Complaints certificate
Service Leadership Certificate
Be my Guest Certificate
Courses through AEHCOS Word, Excel, PowerPoint.
• Others:
Fidelio and Opera PMS, Holidex, Outlook, Windows 8, Internet.
Volunteer jobs (last one in Nigeria working with kids)
Professional Experience
Room Divisions Manager
Sunborn Gibraltar 5*Yacht Hotel (189 rooms) Pre opening project.
January 2014-May 2014
• Pre-opening of this great project in Gibraltar. A 5* floating Hotel that opened in April.
• Responsible for all the preparation for Front Office and Housekeeping Department(until I found an executive HK)
• Responsible for all the needs that these two departments have. Preparation of all storage rooms Laundry and Housekeeping. Responsible of all the Purchasing for these departments.
• Responsible of Interviewing and training for the Departments.
• Responsible of part of the configuration for the PMS (Opera).
• Start all the standards and procedure for the Departments and the daily operation day.
Rooms Division Manager.
Crowne Plaza Hotels and Resort (Estepona) 5* (146 rooms)
July 2008- October 2013
• Responsible for Executive Housekeeping and Front Office. I am in charge of managing the Daily Operations at the Reception, Night Manager, Concierge, Rooms Attendants, Public Areas and Laundry.
• Monitoring Rooms allocations, training and interviewing new staff members.
• Develop and monitor departmental Budget.
• Ensure correct staffing during low and peak season.
• Ensure Uniforms, Linen and all relevant operating equipment is controlled and enough for the needs.
• Prepare trainings and work schedules for Front Office, Housekeeping.
• Ensure excellent communications with all the Departments.
• Provide daily hands and leadership and guidance to all staff.
• Some other duties….
Front Office Manager
Don Carlos Leisure &Spa Hotel (Marbella) 5* (266 rooms).
February 2008-July 2008
• Responsible for Reception, Switchboard, Guest Relations, Concierge and Porters.
• Ensure Rotas for all the above departments where done on time and correct staffing where in place.
• Manage Operations of the Front Desk including Cashiers. Ensure that the standards and procedure are followed and complied with the highest standards of Guest Satisfactions.
• Review Room availability, Rooms Allocations, and special request.
• Greet Guest on a daily basis
• Participate on the Executive morning briefing and handover to my team to keep them inform all the time.
• Duty Manager Shifts on weekends when needed
Assistant Front Office Manager
Crowne Plaza Hotels and Resort (Estepona) 5* (146 rooms)
February 2007-January 2008
• As an Assistant FOM I reported to FOM on a daily basis and assists with the management and administrations of all Front office operation.
• Coordinating and supervising operational activities of all front office areas.
• Worked within the establishment’s guidelines to perform guest check INS and check outs, providing exceptional customer services.
• Supervised shift closing, handovers, refunds, rebates, Guest complaints.
• Reviewed and help with all the arrivals and queue list in a very efficient way.
• Reviewed and resolved bills disputes and Housekeeping Discrepancies.
• Assisted the FOM in hiring and training new staff.
Guest Relations Manager
Crowne Plaza Hotels and resorts (Estepona) 5* (146 rooms) PRE OPENNING
December 2005- February 2007
• Since the Hotel opened in May I had to build up the all Guest Relations Department.
• Put in place all standard and Procedures in writing for the Guest relations Department.
• Task Break down and training to be put in place for the other Guest relations.
• Appointments with all the Golf courses, restaurants, Night Clubs, etc….. In other to be able to keep a rapport and contacts for the Hotel.
• Responsible for all the VIP guest at the Hotel
• Responsible for all the follow up within the Golf courses.
• Greeting and check in Guest, ensuring that the all stay I exceeded their expectations.
• Inform and trained the staff at the Hotel about our Loyalty Program Priority Club and make sure that we meet the goals set up by the company.
• Review all the VIP rooms before arrival and amenities.
• Help Reception team when needed.
• Make sure I achieved the goals set up.
Guest Relations Manager
Holiday Inn Kensington Forum (London) 4* (910 rooms)
December 2004-October 2005
• All the above duties as Guest Relations Manager, plus organizing Cocktail Parties for our main VIP guest and big accounts.
• Make sure rotas are in place depending the arrivals and check out of the week.
• Keep an Update profile and special request for our main VIP Guest.
• Ensure the GSTS(Guest Survey Tracking System) is on in place and inform the Front Office Manager about changes to be done in order to improve results.
• Interviewing a recruiting new Guest relations Office and trained them properly.
• Inventory and budget for the Department updated and always in place.
Duty Manager
Holiday Inn Kensington Forum (London) 4* (910 rooms)
June 2003- December 2004
• Person in charge of the Daily Hotel Operations either during a 12 hours day shift of night shift.
• Monitored appropriate standard of conduct uniforms, hygiene shift times, breaks times.
• Ensure all the Crew members American Airlines, Qantas, Sri Lanka airlines get their Rooms Allocations.
• Prepare all the allowance for Crew Members.
• Dealing with complaints and solve it.
• Make sure the all shift was under controlled always knowing what was going on all the times.
• Keep a very close contact with all the Departments.
• Make sure all the Emergency Procedures are well known during shifts and everybody knew their duties in case of Full evacuation.
• Monitor Guest Credit.
• Analyses and approved discounts, Rebates, Refunds.
• Analyses the Rate Variance Report to ensure Room Revenue are controlled.
• Check the PMS (Opera), System in order to make sure that we don’t overbook the Hotel and if so, prepared the list of book outs.
Receptionist, Guest Relations, Shift Leader, Ledger Supervisor
Holiday Inn Kensington Forum (London) 4* (910 rooms)
February 2000- June 2003
• Started as Receptionist with the main duties of check in and check out.
• I was offered to act as a Shift Leader and Ledger Supervisor depending of the occupancy and due to the Hotel refurbishment.
• As a Ledger Supervisor I was in charge of all Direct Billings with Companies, Tour Operators, and Crew Airlines and have all balanced at the end of my shift.
• Report of any incidents to the Financial Controller.
Receptionist
Hilton St Ermin´s (London) 5* (250 room)
November 1997- January 2000
• Check in and check out guest always in a very polite manner.
• Entered completed details of all guest details.
• Deal with Reservations
• Post all transactions to make sure all guest bill are accurate
• Provide Reports to all the Hotel Departments.
• Be aware of all promotions, events that are taking place in order to be able to keep the guest well informed all the times.
