Eloisa Tejero Reyes
Miami,FL
Summary
Encouraging director and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
Work History
Director of Front Office
Highgate Hotels
05.2021 - Current
- Developed and maintained a high-performing team by providing regular coaching, feedback, and support.
- Developed front-office programs that boosted morale and encouraged team to deliver exceptional service and cost control.
- Increased guest satisfaction scores with proactive approach to addressing concerns and resolving issues promptly. Driven the Hotel position in TripAdvisor from #57 to #21 in less than two years,
- Optimized room inventory management, ensuring maximum occupancy while minimizing overbooking situations.
- Assisted in the development of marketing initiatives to drive increased revenue from reservations and upsells. Generating a total of $87k in upsells for the year, increased a 200% from previous year.
- Decreased the turn over in employees in 50%, causing cost saving in hiring and training process.
Director of Guest Services
Evolution Hospitality
09.2020 - 06.2021
- Conducted regular performance reviews of staff members, offering constructive feedback aimed at personal development as well as company success metrics achievements.
- Ensured compliance with all relevant regulatory guidelines concerning health, safety, accessibility requirements applicable within our facility''s operating context.
- Enhanced guest satisfaction by implementing efficient check-in and check-out procedures.
- Introduced new technology solutions to streamline processes within the department, enhancing both employee productivity and overall guest experience quality levels.
- Analyzed guest feedback data to identify trends and areas for improvement, resulting in actionable changes to enhance customer satisfaction, with a result of 20% of increased satisfaction.
Guest Relations Manager
SBE
02.2020 - 07.2020
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Conducted regular training sessions for staff to keep up to date with customer service practices.
- Conducted regular training sessions for Guest Relations team members, enhancing their communication skills and knowledge of hotel facilities.
Fronf Office Manager
Novotel Brickell
01.2019 - 02.2020
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Assisting with the Transition of branding, from independent hotel to a Novotel Branding with Accor, World Wide recognized Hotel Company.
Education
BBA - International Hotel Management
Balearic Islands International Hospitality
Mallorca05-2012
Skills
- VIP guest handling
- Front office operations
- Guest satisfaction tracking
- Staff training and development
- Upselling strategies
- Strategic planning and execution
- Decision-making
- Employee development
- Hiring and onboarding
- Performance improvements
- P&L Administration
- Cost analysis and savings
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
French
Limited Working
Italian
Professional Working
Portuguese
Professional Working
Timeline
Director of Front Office
Highgate Hotels
05.2021 - Current
Director of Guest Services
Evolution Hospitality
09.2020 - 06.2021
Guest Relations Manager
SBE
02.2020 - 07.2020
Fronf Office Manager
Novotel Brickell
01.2019 - 02.2020
BBA - International Hotel Management
Balearic Islands International Hospitality
Similar Profiles
Jeannie RobertsJeannie Roberts
Assistant General Manager at Highgate HotelsAssistant General Manager at Highgate Hotels
Nicholas RitortoNicholas Ritorto
Shipping and Receiving Manager at Highgate HotelsShipping and Receiving Manager at Highgate Hotels
Alan Di LeoAlan Di Leo
General Manager at Iron Horse Hotel - Highgate HotelsGeneral Manager at Iron Horse Hotel - Highgate Hotels