Main tasks/responsibilities: • Ensure guest satisfaction by processing final payment and upselling additional products, such as The Ritz-Carlton Spa, The Shore Collection, Air, hotel accommodations, luggage assistance, and Bonvoy redemption points.• Manage leads within established service level agreements, providing comprehensive reservation services that meet guest needs and expectations.• Cultivate long-term relationships with both new and returning guests, consistently exceeding key performance indicators.• Deliver a world-class luxury guest experience by responding to inquiries related to The Ritz-Carlton Yacht Collection, such as cruise, air, The Shore Collection, pre- and post-hotels, transfers, and private jets, among others.• Foster positive guest relationships by utilizing outbound calls, email, and webchat to connect, promote, and build rapport with guests, with a focus on creating a loyal customer base and promoting The Ritz-Carlton Yacht Collection.• Actively promote and sell The Ritz-Carlton Yacht Collection's luxury products, leveraging guest travel history to provide personalized recommendations for itineraries and destinations.• Develop a deep understanding of the luxury cruise industry and the company's unique features, benefits, and pricing to articulate why guests should choose The Ritz-Carlton Yacht Collection.• Attend team meetings and training sessions to stay current on internal processes, products, and destinations, ensuring a high level of knowledge and expertise within the team.

Main tasks/responsibilities:• Conduct 2nd round interviews to build high-performing teams• Oversee and manage small teams to ensure optimal production output• Conduct workshops and presentations to create a positive work environment• Develop and deliver comprehensive training programs for new hires• Organize and lead business trips to satellite locations• Analyze strengths and weaknesses to proactively identify and address challenges.

Main tasks/responsibilities:• Greeting guests and facilitating smooth check-in and check-out processes• Providing personalized concierge services to enhance the guest experience• Addressing and resolving issues before, during, and after guests' stays• Managing inventory levels and ensuring adequate supply of materials• Spearheading guest experience initiatives in the local community• Cultivating a robust network of reliable local businesses to enhance service quality• Conducting pre-arrival inspections of properties and collaborating with property managers or owners to promptly address any issues• Maintaining clear and frequent communication with property owners• Assisting with the onboarding and preparation of new properties for the portfolio• Coordinating cleaning staff, freelancers, and maintenance professionals to ensure properties meet established standards.

Main tasks/responsibilities:• Resolve guest issues promptly and leverage their feedback to continuously improve overall guest satisfaction• Offer expert recommendations to guests on local dining, entertainment, and cultural attractions• Oversee daily staffing needs, and delegate tasks to team members accordingly• Ensure team members are knowledgeable on local laws and safety regulations• Identify cost-saving opportunities and implement effective measures to control hotel expenses• Develop and execute transportation arrangements that generate revenue for the hotel• Oversee third-party valet services, managing up to 50 drivers depending on the hotel's activities• Supervise bellmen, valet attendants, and agents to deliver exceptional service to guests• Foster relationships with high-quality vendors to offer engaging activities to guests• Promote and sell tours, activities, car rentals, and other services to exceed guest expectations.

VICEROY HOTEL (CURRENTLY W HOTEL)Main tasks/responsibilities:• Efficiently manage guest transportation requests, including pick-up, drop-off, and car rental arrangements, with an unwavering commitment to service excellence• Provide attentive and personalized handling of any special requests from guests to ensure their satisfaction and comfort• Ensure secure handling and movement of guest luggage at all times• Supervise bellboys and doormen during their shifts to maintain high standards of professionalism and customer service• Conduct daily briefings with the team to communicate essential information, reinforce established procedures, and ensure seamless operation of all functions• Provide expert recommendations and information to guests on local attractions, dining, and entertainment options to enhance their experience• Promote and sell tours to guests with persuasive and informed sales techniques• Ensure timely and secure delivery of guest parcels with attention to detail and accuracy.

Main tasks/responsibilities:•Oversee and manage the registration process to ensure smooth and efficient check-ins and check-outs of guests.•Welcome and greet guests and patrons upon their arrival with professional and courteous demeanor.•Ensure proper handling of guest check-ins and check-outs in compliance with established policies and procedures.•Maintain accurate accounting of all rooms and handle reservation requests received via phone, email, or other sources.•Compute bills and process payments in a timely and accurate manner.•Provide guests with information about activities and tours to enhance their experience.•Ensure excellent performance of other departments, including housekeeping and maintenance, to meet guest expectations and maintain high-quality standards.•Address guest complaints promptly and provide appropriate solutions to ensure guest satisfaction.

During the summer season, I had the opportunity to work as an Experience Concierge where I was responsible for managing various tasks related to hotel reception and concierge services such as check-ins, check-outs, internal auditing and reporting procedures, reservations, assisting guests with their needs, and creating customized itineraries. This experience was incredibly valuable as it allowed me to gain extensive knowledge in the hospitality industry, expand my network by meeting new people, and establish meaningful work relationships that have lasted beyond the job.