Professional Summary

Hospitality & service professional with 15+ years of international experience in luxury hotels, cruise lines, and virtual guest services. Specialized in online reception, guest support, and remote communication via chat, email, and phone. Proficient in Opera PMS, Micros, Zendesk, and CRM systems. Fluent in English and Spanish. Experienced in working across multiple time zones with excellent results in guest satisfaction, response time, and operational accuracy.

Remote Sales & Guest Experience Associate

Movich Hotels Cartagena — 2024 - 08 – 2025 - 02

• Delivered virtual front-desk and guest support for Hotel Movich Cartagena, a 5-star luxury property, via Opera PMS, live chat, and email
• Converted inbound guest inquiries into direct bookings, reducing dependency on OTA platforms like Booking.com and Expedia
• Strategically upsold premium suites, rooftop dining, and wellness services, contributing to increased ancillary revenue
• Communicated bilingually (English/Spanish) with international guests, offering a seamless luxury experience from pre-arrival to check-out
• Promoted exclusive packages to maximize booking value
• Maintained detailed guest profiles, booking KPIs, and preference notes to support personalized service and repeat business
• Ensured alignment with brand tone and marketing campaigns in all guest-facing communication

Assistant Sales Manager 2022-06 - 2024-06

HEINEMANN AMERICAS – (ONBOARD ROYAL CARIBBEAN CRUISES)

• Coordinated and supported the store manager in supervising and guiding the sales team, ensuring a productive and motivating work environment.
• Facilitated continuous staff training, focusing on enhancing their sales skills and product knowledge.
• Interpreted guest needs and identified purchasing trends to offer a personalized and high-quality shopping experience. Managed store inventory with a focus on asset protection, including periodic counts and stock control.

Achievements: Successfully increased sales through the implementation of new sales tactics and staff training. Improved customer satisfaction by enhancing satisfaction scores, thanks to the creation of a more personalized shopping experience and accurate identification of guest needs. Awarded for Outstanding Performance in Stores for Heinemann Americas on the Wonder of the Seas 2023.

Promotions Ambassador 2021-12 - 2022-06

HEINEMANN AMERICAS – (ONBOARD ROYAL CARIBBEAN CRUISES)

• Delivered exceptional service to guests, ensuring each interaction was memorable by demonstrating deep product knowledge. Fostered customer loyalty by providing personalized recommendations and highlighting unique product features.
• Informed guests about special offers and new products, using persuasive sales techniques to promote store promotions.
• Planned and executed the promotional planner, ensuring each promotion aligned with sales strategies and enhanced the guest shopping experience.
• Achievements: Increased sales in promotional areas by implementing innovative strategies and creating engaging experiences during promotional events. Nominated for Employee of the Month for Heinemann Americas on Royal Caribbean’s Independence of the Seas.

Sales Agent 2021-06 - 2021-12

HEINEMANN AMERICAS – (ONBOARD ROYAL CARIBBEAN CRUISES)

• Assisted customers in a positive, courteous, and discreet manner, addressing their needs and ensuring a pleasant and personalized shopping experience.
• Provided detailed recommendations and advice on products such as fine watches, jewelry, and general merchandise, tailoring suggestions to each customer's interests and preferences.
• Achieved effective sales of merchandise, including fine watches, jewelry, custom jewelry, and other products, significantly contributing to sales targets achievement.
• Welcomed guests on embarkation day, providing a warm greeting and assisting with any initial queries or needs, establishing a positive first impression.
• Achievements: Increased sales through personalized selling techniques and effective cross-promotion. Optimized transaction registration processes, reducing transaction times and enhancing efficiency and customer satisfaction.

Shopping Ambassador - Product Manager 2017-04 - 2020-06

DUFRY – (ONBOARD NORWEGIAN CRUISE LINE CRUISES)

• Conducted weekly and monthly analysis of category and brand development, evaluating sales performance and customer product acceptance.
• Identified market trends and opportunities to adjust strategies and enhance product offerings.
• Collaborated closely with the Department Manager to coordinate and monitor categories, ensuring effective implementation of product actions and novelties.
• Supervised the implementation of promotions, ensuring product availability, appropriate marketing materials, and conducting tests to maximize promotion impact.
• Achievements: Implemented significant improvements in inventory management and product administration processes, reducing operational costs and improving availability of key products. Awarded High Performance Employee in Stores (Norwegian Cruise Line) Ncl Bliss 2018. Awarded High Performance Employee in Stores (Norwegian Cruise Line) Ncl Bliss 2019.

Reception Supervisor 2015-03 - 2017-04

SOFITEL SANTA CLARA HOTEL

• Provided support and assistance to the reception team, guest services, and business center, ensuring high-quality service and compliance with standards.
• Supervised operations from check-in to check-out across various shifts and rotations, ensuring a smooth and positive experience for guests.
• Demonstrated leadership by being present and visible during critical operational moments, ensuring an effective and professional work environment.
• Achievements: Implemented new policies and procedures that enhanced the efficiency of the check-in/check-out process, reducing average wait times and increasing guest satisfaction.
• Awarded Employee with high Opera Hotel Software skills at Hotel Sofitel Santa Clara 2017.

Revenue Auditor 2014-01 - 2015-03

SOFITEL SANTA CLARA HOTEL

• Conducted daily revenue audits, verifying accuracy and causality of interfaces, and reconciling foreign currency to ensure financial accuracy. Supervised and verified cashier transactions, ensuring accuracy in cash handling and transactions.
• Reconciled guest accounts and generated deposits, managing refunds and verifying reconciliation between Opera, Daily, and Nova software to ensure data consistency in financial records.

Achievements: Implemented enhanced reconciliation and verification procedures, reducing discrepancies and improving accuracy in tips and refund records.

Night Auditor - Receptionist 2010-10 - 2014-01

SOFITEL SANTA CLARA HOTEL

• Registered guest rooms, providing detailed information about hotel services and outlets, and processing charges and accounts accurately. Provided information on rates, effectively upselling to maximize hotel revenue.
• Programmed magnetic keys and handled special guest requests. Audited rate segmentation and room information, correcting and modifying rate segments as necessary.
• Reviewed daily arrivals, ensuring accuracy of origin and destination information.
• Achievements: Implemented enhanced audit and daily closing procedures, reducing errors and ensuring accuracy in report generation for management and immigration authorities.

Guest Services 2010-01 - 2010-10

SOFITEL SANTA CLARA HOTEL

• Answered incoming calls from guests, providing support with requests and needs within the hotel.
• Made courtesy calls to guests, offering suggestions on places to visit in the city and coordinating with the butler for VIP guests or special needs.
• Provided detailed information about hotel services, managing reservations when the reservations department was unavailable.
• Achievements: Implemented an enhanced verification system for daily room charges and invoices, reducing discrepancies and improving guest satisfaction.

Night Auditor 2005-08 - 2008-05

OCEANIA ESTELAR HOTEL

• Conducted daily audits of the hotel, verifying the accuracy of daily charges and invoices to ensure financial accuracy.
• Verified room rates, correcting discrepancies as necessary to maintain consistency in financial records.
• Processed daily check-ins and check-outs, ensuring accurate application of payments and records in Opera software at the end of the day.
• Achievements: Implemented enhanced audit and nightly registration procedures, reducing errors and improving accuracy in report generation sent to immigration authorities.