Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Erica Socorro

Dallas

Summary

Multilingual hospitality and communications professional with 10 years of experience across internationally renowned hotel brands in 4 different countries and a hotel software company. Proven track record of delivering exceptional customer service, solving complex issues, and contributing to team success.


Overview

16
16
years of professional experience

Work History

Guest Relations /Guest Services Manager

SANDMAN HOTELS PLANO FRISCO
11.2019 - 10.2023
  • Managed check-ins and room reservations, ensuring a seamless guest experience.
  • Provided outstanding customer service, addressing guest complaints and resolving billing issues.
  • Assisted in training new hires.


Bilingual Customer Success Executive, North & South America

OTA INSIGHT
06.2019 - 11.2019
  • Onboarded new hotels to the OTA platform, providing software installation and training.
  • Delivered technical support and problem resolution through real-time web chat.
  • Supported customers in both English and Spanish, ensuring effective communication and satisfaction.

Guest Relations

SANDMAN HOTELS PLANO FRISCO
07.2018 - 08.2019
  • Handled check-ins, room reservations, and guest interactions with a focus on satisfaction.
  • Addressed and resolved guest complaints and billing issues, ensuring a positive experience.
  • Provided personalized wake-up calls and attentive service.

Guest Services

RENAISSANCE PLANO AT LEGACY WEST
06.2017 - 07.2018
  • Delivered exceptional guest services, including handling reservations and addressing inquiries.

Concierge

THE LITTLE ROCK MARRIOTT
02.2013 - 11.2016
  • Offered local area knowledge and recommendations to guests, enhancing their stay.
  • Served as a restaurant server, utilizing menu knowledge to upsell and improve guest dining experiences.

Café Manager

THE PEABODY HOTEL
06.2012 - 02.2013
  • Trained staff, managed inventory, and ensured adherence to cleanliness standards.
  • Handled high-volume customer service during conventions and events.

Guest Relations

THE W HOTEL
03.2008 - 04.2010
  • Managed guest relations, including handling reservations, addressing complaints, and providing wake-up calls.

Education

B.B.A. - Marketing and Hotel Management

LES ROCHES INTERNATIONAL SCHOOL OF HOTEL MANAGEMENT
05.2012

Skills

  • Effective Verbal and Written Communication: Proven ability to interact with diverse guests and clients with professionalism and clarity
  • Attention to Detail: Highly attentive to guest needs and operational accuracy
  • Data Analysis and Analytical Problem Solving: Experienced in using data to drive decisions and resolve issues
  • Professional Work Ethic: Committed to delivering high-quality results and maintaining a strong work ethic
  • Team Player: Collaborative and supportive team member with a focus on achieving collective goals
  • MS Office Suite: Word, Excel, PowerPoint
  • OPERA Property Management System (PMS)
  • Maestro Property Management System (PMS)

Languages

Spanish
Full Professional
French
Limited Working

Timeline

Guest Relations /Guest Services Manager

SANDMAN HOTELS PLANO FRISCO
11.2019 - 10.2023

Bilingual Customer Success Executive, North & South America

OTA INSIGHT
06.2019 - 11.2019

Guest Relations

SANDMAN HOTELS PLANO FRISCO
07.2018 - 08.2019

Guest Services

RENAISSANCE PLANO AT LEGACY WEST
06.2017 - 07.2018

Concierge

THE LITTLE ROCK MARRIOTT
02.2013 - 11.2016

Café Manager

THE PEABODY HOTEL
06.2012 - 02.2013

Guest Relations

THE W HOTEL
03.2008 - 04.2010

B.B.A. - Marketing and Hotel Management

LES ROCHES INTERNATIONAL SCHOOL OF HOTEL MANAGEMENT

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