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Competences
Experience
Guest Services / Personal Assistant
The Ritz-Carlton, Grand Cayman
2023-05 - 2026-12
Provided highly personalized and anticipatory service to international guests, acting as the primary point of contact throughout their stay while consistently applying the Gold Standards of The Ritz‑Carlton. Identified individual preferences and coordinated special requests, celebrations and amenities by liaising with Front Office, Concierge, Housekeeping, Food & Beverage, Engineering and Security teams. Managed sensitive situations with empathy and urgency, employing service recovery techniques to ensure guest satisfaction. Conducted cross‑training in check‑in/check‑out, account review and guest orientation, enhancing operational flexibility. Maintained detailed knowledge of property facilities and local experiences to elevate each guest’s stay.
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, check‑in/check‑out processes and account reconciliations while ensuring compliance with Marriott service standards. Coordinated with multiple departments to fulfill guest requests and resolve issues promptly, enhancing overall satisfaction. Trained and mentored junior staff on luxury service protocols and effective communication. Contributed to audit readiness and maintained high levels of guest feedback scores.
Langues
Español
fluent
English
fluent
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