Mauricio Ramírez Email & Phone Number

Cancún, Q.R., Mx

Cancún, Quintana Roo, Mexico

 Responsible for coordinating the development of Standards and Processes for Company Brand Portfolio: Nickelodeon, Margaritaville, Azul & Dorado´s. Also, supporting the operational documentation processes of the Operational and Strategic areas Leading the definition of corporate strategies in the Quality, Hygiene and Environment areas Responsible for create, design and maintain the company’s Documentation System Design, development, and implementation of the measurement and improvement of the guest experience system for Karisma Hotels Head of the Business Analytics unit focused on improving Customer Satisfaction Responsible to implement Continuous Improvement Methodologies in all KHR properties Design the process and tools to improve and perform Corporate Audits

Cancún, Quintana Roo, Mexico

 Develop, implement and ensure Rooms Standards company wide, rooms set up, public areas, Guest Service, Front Desk, Housekeeping, Diamond Club and Butler service Ensure front of house strategy to achieve KPI at all properties Supervise the implementation of the Action Plan and follow up, based upon audit results, on it to solve internal and external opportunities at the corporate level for all properties Ensure through the implementation of strategies that the requirements of the Guests are met, adhering to the standards established by Corporate Team Ensure objective deployment to all Rooms Team Leaders, and review Performance of appraisal of Rooms Division Managers to map talent and develop teams. Ensure training and tracking in New Hotel, Hotsos, SynXis, SAP Ensure standards in stationary, amenities, rooms facilities. Create, ensure and develop Butler Standards, and service delivery training and certification Review and update Blue Diamond Center SOP and Rooms staff online training Review business projections in order to determine labor and headcount costs and establish department operational budgets. Create and establish policies, processes, strategies for the proper functioning and development of the department Analyze the FOH system and prepare reports, strategies and monitor compliance with these for the continuous improvement of the department

Mexico

 Leading in the definition of corporate strategies in the Quality, Hygiene and Environment areas. Ensuring the compliance of the Company Standards for the Residence Inn Properties according to Marriott Guidelines and Processes. Responsible for coordinating the development of Standards and Processes for Company Brand Portfolio: Hard Rock, Nobu, UNICO. Also, supporting the operational documentation processes of Sales, Time Share and Finances areas Head of the Business Analytics unit focused on improving Customer Satisfaction Responsible for create, design and maintain the company’s Documentation System. Design the process and tools to perform Corporate Audits  Design, development, and implementation of the measurement and improvement of the guest experience system for RCD. Successfully implemented the Continuous Improvement Methodologies in all RCD properties Successfully led implementation of Sustainability certifications.

Mexico

 Design, development, and implementation of the measurement and improvement of the guest experience system for Blue Diamond Resorts in Mexico, Costa Rica, Dominican Republic, Jamaica, Saint Lucia, Grenada, Antigua and the Bahamas.  Responsible for maintaining the company’s Documentation System. Responsible for coordinating the development of Standards and Processes for Company Brand Portfolio: Royalton, Starfish, Mystique Blue, Planet Hollywood, and Grand Memories Leading the definition of corporate strategies in the Quality, Hygiene and Environment areas. Design the process and tools to perform Corporate Audits  Head of the Business Analytics unit focused on improving Customer Satisfaction Design, development, and implementation of the measurement and improvement of the guest experience system for Blue Diamond Resorts. Leading the Quality/Hygiene and Environment processes of the Hotels’ openings at Antigua, Costa Rica, Mexico, Dominican Republic, Jamaica, Saint Lucia, and the Bahamas. Successfully implemented the Continuous Improvement Methodologies in all Blue Diamond properties Successfully led implementation of AAA certification, as well as Sustainability certifications (Green Globe and Travelife) in properties at Jamaica, Mexico, Santa Lucia, Costa Rica, and the Dominican Republic.

Costa Rica

 Design, development, and implementation of the customer experience measurements for Channels Direction Definition of the product & service standards Following up on customer experience’ statistics and indicators in order to identify trends and define strategies of improvement Following up on internal projects related to customer experience topics in Bank branches and call centers Development of a certification model to assure the best service and performance in Bank branches and Call Centers

Costa Rica

Technological Institute of Costa Rica. Project Management Professor, Master Degree. Quality Management in Projects

Costa Rica

 In charge of the business processes in the areas of Sales and Services Participation in the implementation of the SAP CRM Sales & Services System in seven countries. Responsible of managing the Documentation System of the company Business analytics reports in order to provide the information to the decision-makers to improve figures Coordinator of the internal Excellence Award of the Pellas Group Lead auditor of the Excellence Award Team for GBM (Pellas Group).

Costa Rica

 Design and development of the Guest Satisfaction Program (survey design, a database for entering the results, guests interviews) in companies as Wyndham Hotel Herradura, Villas Sol Hotel, Serenity SPA & Reserva Conchal Beach Resort among others Associate Trainer at INTECO in topics as Internal Audits of Quality Management Systems, Integrated Systems based on International Management Systems Standards (ISO 9000, ISO 14000, OHSAS 18000, Root Cause Analysis Training courses). Trainer at FUNDES. Courses Internal Auditor ISO 9001, Processes Tupper Ware. Responsible in Design, development, and implementation in the logistics and distribution process.  PROPACE INGENIERIA: Quality Management Systems internal audits. Quality Manager of the Quality Internal system via outsourcing. Training in Quality topics, ISO 9001 related. SICORSA. Development of the Environmental Management System based on ISO 14001.  KIMBERLY CLARK: Associate consultant for the implementation of the Quality management system in Centroamerica

Costa Rica

 Development and implementation of the Environmental Management System based on ISO 14001:2004 Standardization of the internal processes following the guidelines provided by ISO 9001 and Leading Hotels of the World In charge of the compliance of the Corporate Standards defined by Melia Development of internal tools and metrics for processes improvement Development of the Mystery Shopper program in order to assure compliance with LHW standards Standardization of the Paradisus Brand in the product standards. Paradisus Palma Real, Punta Cana. The Dominican Republic.

Master'S Degree, Customer Experience Management

Master'S Degree, Project Management

Diploma, Management Skills

Diploma, English For Business

Diploma, Quality Processes Implementation

Licentiate Degree, Industrial Engineering