Gener Arenas Manzano Email & Phone Number

Barcelona, Ct, Es

Barcelona, Catalonia, Spain

-Responsible of leading the Operations for Spanish Market with over 50 luxury villas managed spread across Spain.-Harmonization of Markets and integration of SOP.-Implementation of new strategies to optimize operations and costs.-Creation of quality standards.-Leading and mentoring a team of 6 people distributed in 3 different Destinations.-Increase of 12% in Quality Metrics vs STLY

Bagnes, Valais, Switzerland

Winners of World's Best Ski Hotel in 2023.Winners of Switzerland's Leading Resort in 2023.98% score on Employee Engagement Survey (2023)- Acting as a Hotel Manager and Representative in absence of the Hotel Manager- Oversee, coordinate, support and follow up operations from the Front Office & Back Office- SOP Creation & Implementation for Front Office, Housekeeping & Maintenance.- Structuring team in order to be compliant with Head Count & Budgeting.- Create and outline training programmes and training calendars for new arrivals.

Barcelona, Catalonia, Spain

Opening Duty Manager & Rooms Director in a 4*S Boutique Hotel with 43 rooms, one Restaurant & 4 meeting spaces.2nd Hotel in rating in Booking.com among the Barcelona properties.Achieved a 95.1 score in GRI index (Reviewpro) in 2022Duties performed include:- Acting as a Hotel Manager and Representative in absence of the Hotel Manager- Oversee, coordinate, support and follow up operations from the Front Office & Back Office- SOP Creation & Implementation for Front Office, Housekeeping & Maintenance.- Structuring team in order to be compliant with Head Count & Budgeting.- Create and outline training programmes and training calendars for new arrivals.- Person of contact for suppliers- Implement procedures to improve operational & budgeting efficiency between departments.- Interviewing and hiring prospects and candidates- Monitoring performance from Talents and provide feedback and action plans to improve - Control of credits & reconciliation of Online Travel Agency invoicing.- Contact with the local NGO and local businesses to create partnerships.- Touring the hotel & contacting with Press Trips in order to explain the concept of hotel.- Contact with DMC and Groups to provide accomodation.- Creation of amenities and overall improvement of the Guest Satisfaction.- Design & implement sustainable strategies to respect the environment.

W Verbier

Winners of World's Best Ski Hotel in 2018, 2019 & 2020.Achieved a peak ITR (Medallia) of 78.1, an all time high for the property.100% score on Employee Engagement Survey (2019, 2020)Duties performed include:- Oversee, coordinate, support and follow up operations from the Front Office (Front Desk, Switchboard, Bell Staff & Concierge), leading and encouraging a team ranging between 15 to 35 members varying on the season.- GXP & Bonvoy Champion, Quality Insider for Front Office- Structuring team in order to be compliant with Head Count & Budgeting.- Create and outline training programmes and training calendars for new arrivals for a seamless transition.- Creation of HID (How it's done) explaining Standard Operation Procedures.- Implement procedures to improve operational efficiency between departments.- Interviewing and hiring prospects and candidates- Analyising performance from Talents and provide feedback and action plans to improve - Control of credits - Achieved 100% of Employee Engagement through Engagement Survey in 2019

W Verbier

Duties performed include:- Oversee, coordinate, support and follow up operations from the Front Office (Front Desk, Switchboard, Bell Staff & Concierge), leading and encouraging a team ranging between 10 to 30 members varying on the season.- Act as Manager On Duty in absence of other Heads of Department.-Helping the team through the cutover transition from Starwood to Marriott, and integrating the new systems- Managing and running the daily operations of the Welcome Desk, Whatever / Whenever (Switchboard), Concierge and Welcome Ambassador (Bell Staff)- Provide assistance, training and feedback for the 30 team members- Receive Guest feedback and complaint management- Generated +100k on Revenue through Upselling- Room assignment, matching guests needs and the hotel availability- Control of payment accounts and credits as well as purchasing orders

W Barcelona

Duties performed include- Managing and running the daily operation of the Welcome Desk- Provide assistance in training the 23 team members- Provide team feedback- Receive Guest feedback and complaint management- Room assignment matching guests needs and the hotel availability - Proficient use of REX program as a bridge between Style Department and Welcome Desk- Coordinate the Queue system, applying room rush, or modifying room assignment in order to reduce waiting time- Managing and Coordinating group check ins ranging from 10 to 350 rooms- Monitoring and assisting with WHO´s (VIPs) room assignment, needs, or queries, while receiving an average of 1800 Platinum and Gold members monthly- Responsible for managing house inventory on a yearly average occupancy of 90%;- Act as a Manager On Duty in the absence of any MOD or HOD and running the Night Shift-Following up interdepartmental information with Style, Reservations, Financial department , group and Sales either at the Groups Meeting (internal) or at Pre-Convention Meeting (representing Welcome Desk in front of final client).-Complaint handling resolving CCC and CSF files-Answer Client emails and requests-Control of payment accounts and credits-Control of office material stock and purchasing-Control of Missing Stays through SPGLink as well as points posting.-Identify Department Shortcomings and create focus points and action plans in order to reduce Departamental Flaws and improve overall guest Experience.-Helped Boost Signficantly Welcome Desk Metrics through coaching, training and encouragement of the team. Helped increase Arrival Experience (+10,4%) , Departure Experience (+5,1%), Upselling (+14,1%), Number of Enrollments (+18,8%) and almost tripling the MAGC efforts (+264%) compared to STLY.- Front of the House Talent Coach Nominee in Q3 of 2017, Front of the House Talent Coach Winner in Q4 of 2017 during the first six months in the position.

W Barcelona

Welcome Desk Agent at W Barcelona, one of Barcelona's top notch hotels. Located at seaside with 473 guestrooms (including 66 suites) and 5 F&B Outlets.-Performed as a shift leader while on duty assisting in all ways possible the Manager on shift.- As a Quality Insider, assisted on new talent training, monitoring Upselling results & GuestVoice scores. Identified department Shortcomings and create focus points and action plans in order to reduce Departamental Flaws and improve overall guest Experience. Cross trained as Group Reservations Coordinator, a bridge between Convention Services and Rooms Division.Pre-event: contact with meeting planners, reservation input, block and addendum handling in order to match what is specified in the contract, room category balance.Event: Billing and routing instructions check, assisting convention meetings, being bridge between Meeting Planners and Convention Services in Rooms Division matters.

Barcelona Area, Spain

Front Desk Agent at Hotel Pulitzer, a 4* Boutique Hotel with 91 Guest rooms and 3 Food & Beverage Outlets, located right next to Plaça Catalunya, Barcelona's City Centre. Listed as one of the Top 75 Hotels in Barcelona according to Tripadvisor, with +1.500 Guest Reviews.

Barcelona Area, Spain

Night Auditor at Room Mate Pau, a 3* Hotel with 66 Guest Rooms located near Plaça Catalunya, Barcelona's City Centre. Winners of Room Mate Hotel of the Year 2014.Listed as one of the Top 15 Hotels of Barcelona by Tripadvisor with a ReviewPro Index of 91.8%

Barcelona Area, Spain

Night Manager at a 2* Aparthotel with 35 Guest Rooms located near Passeig de Gracia.

Barcelona Area, Spain

Event Workforce Coordinator & Translator in different Conventions and Exhibitions held in Barcelona since 2011; including Mobile World Congress (x 4), Alimentaria (x 2), EIBTM (x 3), Construmat (x 2), Iberzoo, Barcelona Affiliate Corporations, Ichno, Infarma (x 2), E-Show, Tissue World, etc. Tasks carried out in Spanish and English. Labour Force recruitment, debrief and training. Supervision on-site. Coordinator of Host Staff at GSMA Mobile World Congress in 2012, 2013, 2014 acting as a liaison between final customer and workforce provider. Also acted as a tour guide / team leader for several Incentive Activities for companies in Barcelona (p.e: Total).

Barcelona Area, Spain

Front Office Trainee, both in Welcome Desk and Executive Lounge in a 4* Business Hotel with 433 Guest Rooms and 3 Food & Beverage Outlets.

Barcelona Area, Spain

Call Center & Customer Service tasks carried out fully in English. Reception / emission of calls, e-mail replies, database management. Resolution of issues and clearing up queries from Exhibitors, Visitors & Partners of the show.

Barcelona Area, Spain

Booking Agent in an apartment rental company in Barcelona. Tasks carried out in Catalan, Spanish, English, French and Italian. Reception / emission of calls, database management, cost calculation, e-mail replying, present during check-in and check-out process. Secondary tasks included: Administrative support, Marketing (through social networks such as Facebook), and Market Analysis (count of ocupation ratios and comparing them to previous years).

Barcelona Area, Spain

Call Center & Customer Service tasks carried out fully in English. Reception / emission of calls, e-mail replies, database management. Resolution of issues and clearing up queries from Exhibitors, Visitors & Partners of the show.

Barcelona Area, Spain

Call Center & Customer Service tasks carried out fully in English. Reception / emission of calls, e-mail replies, database management. Resolution of issues and clearing up queries from Exhibitors, Visitors & Partners of the show.

Bachelor Of Business Administration - Bba, Hospitality Administration/Management, Upper Second Class

Bachelor Of Arts - Ba, English Language And Literature/Letters, Upper Second Class