Dedicated Managing Director at Cilantro Design, leading a dynamic team in crafting innovative and captivating design solutions. Passionate about creating meaningful and aesthetically pleasing experiences that resonate with clients and elevate their brands. Combining creative vision with strategic leadership to drive growth and excellence in design.

• Led the successful launch of a digital travel agency and grew the business to serve over 50 satisfied customers in the first year of operation.• Established and maintained relationships with 30+ travel partners, including airlines and hotels, to ensure the best deals and experiences for clients.• Negotiated contracts with over 30 travel partners, resulting in a 20% increase in customer satisfaction and repeat business.

• Developed and implemented business plans, led teams, and achieved a 15% increase in guest satisfaction.• Implemented strategies, increasing hotel revenue by 20% through effective business planning.• Negotiated rates with suppliers, resulting in a 10% decrease in operating costs.• Implemented sales and marketing initiatives, boosting occupancy rates by 25%.

• Monitored the reception team and delegated tasks throughout the shift providing support as and when needed.• Prepared staff timetables and ensured all departments were covered at all times.• Worked under pressure in understanding individual guest needs and problem-solving for the effective resolution of immediate guest complaints.• Coordinated the recruitment process including requests for application forms, job descriptions, references, setting up interviews, and effective liaison with the HR Department.• Assisted the General Manager in all aspects of his duties.

• Greeted hotel guests and answered any questions or concerns.• Provided an excellent guest experience.• Maintained an orderly front desk.• Operate computer programs and multi-line phone systems.• Maintained guest records and booked reservations.• Completed basic cashier and bookkeeping responsibilities.• Contacted necessary staff to solve problems when challenges arise, ensuring guest comfort.

• Handled and resolved customer complaints regarding product sales and customer service problems.• Followed up on complicated customer calls where required.• Responded to customer queries in a timely and accurate way, via phone, email, post, or in person. • Other duties as assigned.

• Answering phone calls from customers professionally and responding to customer inquiries.• Researching required information using available resources.• Providing customers with the organization’s service and product information.• Identifying, escalating priority issues and reporting to the high-level management.• Routing inbound calls to the appropriate resources.• Completing call notes and call reports as necessary and updating them in the CRM.• Obtaining and evaluating all relevant data to handle complaints and inquiries.• Recording details of comments, inquiries, complaints, and actions taken.• Managing administration, communicating and coordinating with internal departments.• Other duties as assigned.