Marti Vaque Email & Phone Number

London, England, Gb

Greater London, England, United Kingdom

- Improved guest satisfaction and retention by streamlining multi-channel communication and delivering personalized support across New Zealand, Australia, United Kingdom and Ireland.- Championed the guest journey, proactively capturing and leveraging feedback to drive continuous service improvements, resulting in consistently exceeding guest expectations.- Maximized NPS scores, driving significant improvements by strategically managing guest feedback on platforms like Airbnb, Booking.com, Expedia and Travel Partners.- Led international guest relations across multiple regions, ensuring consistent, high-quality service delivery across time zones, fostering trust, and building long-lasting relationships with a global client base.- Collaborated with cross-functional teams, including Operations and Customer Experience, to align service delivery with organizational goals, streamline workflows, and implement initiatives that enhanced the overall guest journey, resulting in improved efficiency and elevated client satisfaction.

- Managed the centralised inbox and incoming calls for 13 luxury properties and over 800 apartments, demonstrating the ability to organise, prioritise and manage multiple tasks.- Mediated challenging situations, maintaining professionalism and ensuring mutually beneficial outcomes for both guests and the company.- Drafted and negotiated long-term stay contracts ensuring they are aligned to company standards, legislation requirements and customer expectations.- Collaborated and communicated with cross-functional teams to ensure a streamlined customer process and excellent customer satisfaction.

London, England, United Kingdom

- Meticulously maintained up-to-date records for over 900 tenants, handling confidential information with discretion and ensuring GDPR compliance.- Organised multiple events to improve tenant experience leading to the highest-scoring site customer satisfaction rating.- Prepared long-term leasing contracts for domestic and international tenants, ensuring right-to-rent and relevant VISA checks had been conducted.- Contributed to creating an inclusive and welcoming environment for international guests, emphasizing the importance of understanding and respecting diverse cultures.Systems used: Entrata, Siteminder and Microsoft Office Package

London, England, United Kingdom

- Assisted in the recruitment and training of new employees according to company standards which enabled me to gain leadership skills.- Handled concerns and complaints, resolving issues promptly to maintain good guest relations and satisfaction.

London, England, United Kingdom

- Conducted an accurate night audit of financial transactions, ensuring accuracy in room charges, payments, and miscellaneous expenses.- Ensured compliance with security protocols by conducting accurate record of visitor logs, maintaining emergency response plans and reporting potential safety hazards.

London, England, United Kingdom

- Developed strong interpersonal and communication skills, ensuring a friendly and welcoming experience for diverse customers.- Thrived in a team-oriented environment, collaborating with colleagues to efficiently manage high-demand periods and deliver prompt service.- Adapted quickly to changing priorities and customer preferences, showcasing time management and flexibility in a dynamic work environment, ensuring timely service during peak hours.

Barcelona, Catalonia, Spain

- Implemented upselling and cross-selling strategies, resulting in increased revenue from additional services.- Assisted recruitment interviews, trained new employees on company policies, customer service protocols and job-specific software.- Facilitated clear communication between reception and other hotel departments, fostering cross-functional collaboration.

Barcelona, Catalonia, Spain

- Organized daily administrative duties and periodic management reports for strategic use by senior management.- Managed payments, double-checking financial transactions for accuracy, and resolving payment-related issues efficiently.

Edinburgh, City Of Edinburgh, United Kingdom

- Created daily financial statements providing real-time insights into the hotel’s financial performance.- Cultivated a customer-centric mindset, proactively anticipating and fulfilling guests’ needs to enhance their overall experience.

Bachelor'S Degree, Tourism

Certificate Of Higher Education (Hnc), Marketing