María M. Email & Phone Number

London, Gb

London Area, United Kingdom

London, England, United Kingdom

I am responsable for operational excellence, best practices, and optimising processes to ensure efficient and successful operations within GSS at Meta. With a keen eye for detail and a passion for continuous improvement, I collaborate with cross-functional teams to streamline workflows, develop metrics, and provide valuable insights.Key Responsibilities:- Implementing best practices to optimize operational processes and drive efficiency.- Developing and tracking key metrics to measure team progress and improve operational effectiveness.- Setting standards for precise metric gathering from dashboards and ensuring data accuracy.- Visualizing and presenting metrics on a weekly, monthly, quarterly, and yearly basis.- Actively seeking and responding to feedback from team members and stakeholders to drive continuous improvement.- Refining workflows, standard operating procedures, and services based on feedback and emerging trends.- Resolving issues in provided services by mediating objectively between team members and other parties.- Assisting with offsite events when necessary to ensure seamless operations.- Providing operational support and guidance to regional teams, ensuring consistency and alignment.- Liaising with client managers to identify and define project requirements, scope, and objectives, and managing project progress using internal client tools.- Providing accurate and consistent project updates to the client management team as requested, ensuring transparency and effective communication.- Creating professional and unique presentations for client high-level management meetings and gatherings, delivering impactful insights and recommendations.I take pride in my ability to analyze complex data, identify trends, and present actionable recommendations. By leveraging my strong organizational skills, attention to detail, and effective communication, I drive operational efficiencies and contribute to the overall success of the organization.

I decided to take the challenge and move to a different client with Landsec to broaden my experience in the industry with a team of 32 receptionist, including 4 cluster supervisors. I support the Guest services manager in providing our client with an outstanding team, improve the visitor's experience, coaching and training the team to expand their abilities, maintaining KPI's and use my capacities to innovate and continuously offer ideas to enhance performance and exceed service agreements.

Bank Of America Merrill Lynch London

After I joined Rapport services for one of their clients Bank of America Merrill Lynch in Dublin, I moved to London to start a new position as a Deputy Client services manager with the same client. My motivation for this big move was to gain even more experience in managing a corporate front desk and the opportunity to drive a bigger team and put into practice some of my human resources and hospitality knowledge. We are a team of 9 people based in London, 3 in Dublin and 10 in Camberley. As a team, we work hard every day to deliver excellent customer service, impress visitors and clients. Alongside my manager, I work in projects to improve the service, build a relationship with our client, plan strategies to improve the service and presents innovating ideas to satisfy our client's expectations.

County Dublin, Ireland

The reception team at Bank of America Dublin had catering and reception duties which made this role a challenging opportunity to develop new skills.I started my journey for my client Bank of America Merrill Lynch in February 2018. I participated in the opening of the client's floor area, bringing my experience in the hotel industry, to create a high level of customer service in their Client Floor. It was an exciting role to take on as I had the freedom to leave my stamp by creating all the operational procedures for the front desk /Catering, recruiting staff, training, innovating and at the same time working together as a team with facilities management and Hospitality to deliver the level of service expected from our client.

Dublin

Hilton is a leading global hospitality company, with a portfolio of 14 world-class brands comprising more than 5,000 properties with more than 825,000 rooms in 103 countries and territories. Hilton is dedicated to fulfilling its mission to be the world’s most hospitable company by delivering exceptional experiences – every hotel, every guest, every time. As an Assistant reception manager, I managed a team of seven people; my primary duties were making sure that each one of them delivers excellent customer service and maintain the Hilton standards providing them with training and supporting their career development. Daily, I dealt with customer requests, questions, and make sure that issues are resolved promptly giving a solution and taking the opportunity to delight every guest.I assisted the front desk manager with rosters, payroll, CAREversations every month, and monthly training in the staff meetings. Other duties are performing weekly duty manager shifts were I got a valuable experience managing the whole Hotel operation and being responsible for every operating department during my shift, including supervising the bar, restaurant, events, and the front desk, ensuring that the hotel ran smoothly.

The Shelbourne Hotel Dublin is a 265 bedroom hotel operated under the Renaissance Brand of Marriott hotels. It has been an iconic landmark in Dublin city since first opening the doors in 1824 and has hosted a wide range of iconic historical figures and world leaders.My role was supervising Front Office functions and staff daily, making sure that all the guest needs were met, and supporting team members with training, evaluating their performance and motivating their career goals.

County Dublin, Ireland

One of the best experiences in Hospitality and Front Desk Operations, working at the front desk in The Shelbourne Hotel gave me the confidence and strength to communicate in English quickly and naturally, my primary duties were to assist all guests maintaining Marriott standards, upsell and promote the Hotel´s Food and beverage outlets as well as performing any administrative responsibilities related to the Front Desk operations.

Irlanda

I started working in The Shelbourne as part of my Internships for my Postgraduate Diploma in Hospitality Management, my first two months were in the Accounts department where I supported the Accounts supervisor in his daily tasks, gaining an in inside of the operations of accounts and finance department in a hotel.

Valencia, Venezuela

Embassy Suites by Hilton Valencia-Downtown Hotel is an upscale hotel located in the thriving centre of Valencia, Venezuela. The hotel had 203 guestrooms, with the capability to hold business meetings or social events for up to 500 guests.When Embassy Suites opened in 2010 my role consisted in promoting The Hotel in the city and reach the potential clients, offer corporate rates considering the frequency of nights used by each corporate client, perform site visits, breakfast meetings with clients, maintain the client's portfolio, building relationship with all accounts as well as organise and attend to social and corporate events.I gained great sales, analytical and revenue management skills while doing this job and was a great experience to work with a team of 3 people to open, promote and drive the Hotel's sales and revenue.

Valencia, Venezuela

The Hotel INTERCONTINENTAL Tacarigua Valencia was one of the most Iconic Hotels in Valencia´s city. Unfortunately, in 2009 the Hotel was taken by the Venezuelan government and stopped being part of the IHG group. I started working in this Hotel in 2008 as part of my Internships for my degree in tourism, are the strength, experience, and confidence I needed to deal with high demanding costumers in a fast-paced environment.

Cipd Diploma In Human Resources Management, Human Resources Management/Personnel Administration, General

Hospitality Management Postgraduate Degree

Tourism, Tourism And Travel Services Management