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Competences
Experience
Guest Services / Personal Assistant
The Ritz‑Carlton, Grand Cayman
2023-05 - 2026-12
Provided highly personalized, anticipatory service to international guests, acting as the trusted point of contact throughout their stay. Identified individual preferences and coordinated special requests across Front Office, Concierge, Housekeeping, Food & Beverage, Engineering and Security. Managed end‑to‑end execution of guest requirements, ensuring discreet communication with VIP guests and families. Applied Service Recovery techniques to resolve sensitive situations promptly. Completed three years of formal annual training on Forbes Travel Guide standards and Ritz‑Carlton Gold Standards, maintaining audit readiness. Cross‑trained in check‑in, check‑out, account review and guest orientation, supporting Front Office operations.
Guest Experience Expert / Front Office
Los Sueños Marriott Ocean & Golf Resort
2020-06 - 2023-05
Managed arrivals, departures and overall Front Office operations, delivering personalized assistance throughout the guest journey. Oversaw reservations, guest check‑in/check‑out, and account reconciliation while ensuring high service standards. Coordinated with multiple departments to fulfill guest requests and resolve issues efficiently. Implemented service recovery strategies to address complaints and enhance guest satisfaction. Trained new staff on luxury hospitality protocols and Marriott brand standards.
Langues
Español
fluent
English
fluent
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