I have led the implementation of new ideas in order to effectively increase our customer service satisfaction. I have enhanced customer experience by presenting modern concerts and our own BMW channel in our waiting room which helps us to engage more and upsell our products as we cater to modern day professionals. I suggested to have branded coloring books for our customers children which has made them even happier and they are very pleased on how we take care their children.At the same time, I implemented food and beverage standards for our Isetta Coffee Bar by establishing consistency in our momentums (which are baking cookies and popcorn at the same time every day). I implemented 5-minute trainings and actualized the duties list for all front area departments. I established several productivity reports to maximize the information output and easy to read performance analysis charts. I have also been developing some employee engagement recognitions such as “#1 en exelencia”, line ups, surprise cookies or popcorn hour for different departments, rotate schedule, photo binders for each area to standardize how they should be set up, as well as standard phone answering etiquette.

◾Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. ◾Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. ◾Follow sales techniques to maximize revenue. Communicate information regarding designated VIP reservations. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department. ◾Oversee accuracy of room blocks and reservations. Input wholesaler’s requests using reservation systems, keep organized files of all wholesalers. Set-up proper billing accounts according to Accounting policies.

Employ an efficient, high-energy and professional approach to the hotel operation to:*Receive the majority of guest requests for housekeeping, engineering, billing, reservations, and preferences.*Process in room dinning orders; provide in house guest and future guest requests regarding their needs during their stay.*Support the front desk and concierge; evaluate and process guest comment cards.* In charge of monthly department purchases and budget control; maintain inventory of all communication equipments.*Daily entry of internal and external guest incidents.*Revise Resumes and BEO’s for events and telephone bills in order to cater for group requests.

In charge of Special Orders Department.Preparing main dishes for the restaurant and for the buffet.Managed daily requisitions, employee schedules and quality food; cater for VIP groups