Patricia Hurtado Pérez

• Greeting and engaging customers in conversation for purposes of providing sales related assistance. Assisting in selection of merchandise, and suggesting additional items to complement the customer's selections.
• Assisting customers with finding suitable products and checked availability in ERP System.
• Maintaining friendly manner and calm, positive demeanor when handling complaints.
• Giving customers correct advice, and after understanding their needs, up-selling services and turning objections into sales opportunities.
• Selling general merchandise to customers through sales techniques and by providing a service that anticipates and exceeds customer expectations in a friendly and professional manner.
• Offering customers the opportunity to purchase extended product warrantees, explaining coverage, benefits and prices. As well as inviting them to participate in the survey in an attractive way to win a gift card, and making them feeling part of our NEX customer's experience project by helping others sharing their purchase's experiences.
• Taking inbound calls, dealing with questions efficiently and effectively and input data into ICT systems.
• Dealing with cash register operations, like selling, price adjustments, customer returns, manufacturer´s and scratch off coupons, price match. cash back,...etc.
• Providing stellar customer service at all times.
• Ensuring that my assigned area is fully stocked, merchandise is neatly arranged and attractively displayed.
• Communicating customer preferences, needs, problems, etc. regarding additions, deletions to the supervisor and store manager.

• Greeting customers (as well as other associates) always by name, if possible. Asking for customer's TEI or stamped ID every time we ring up their purchases, trying at the same time to remember customer's name to greet them personally on their next visit (one of the multiple sales techniques learned during the 25 years of experience in customer service).
• Answering to inquires; assisting in the selection of merchandise, understanding customer needs and offering the most suitable product that not only fit his /her expectations but also even exceed them.
• Complementing customer's satisfaction and experience providing warranty information about prices and coverage, as well as explaining the different warranty alternatives, like the KIN protection plan or Apple Care products.
• Maintaining a friendly manner and calm, positive demeanor when handling complaints.
• Dealing with cash register operations like returns, post voids, loans, price match, SPO cancellations, layaway… etc.
• Supporting coworkers from Lisbon, Madrid and Moron transferring merchandising needed.
• Ensuring that in the assigned area/department to supervise the merchandise is neatly arranged and attractively displayed according the planograms. The prices tags, signs are up to date, and the specifications are accurate.
• Supervising and training associates in procedures like loss and prevention policies, checking the merchandise is properly alarm ed.
• Tracking the “items life” from warehouse to the sales floor. Helping the assigned team to deal with items not found, broken or stolen merchandise.
• Performing or supervising ad hoc and reporting the management inventory incongruencies. Dealing with them supervising yellow dots process and inventory adjustments.
• Making sure work schedules are convenient to the workload, sections to be covered, associates strengths and weakness together with familiar needs.

Providing stellar guest service at all times in German/English/French or Spanish language.

Screening and handling telephone calls, enquiries and requests. Taking inbound calls, dealing with questions efficiently and input data into ICT systems. Maintaining a friendly manner and calm, positive demeanor when handling complaints.

Acting as a medical interpreter in case of accident or sickness (due to my degree as a translator/interpreter). Using tact and discretion to discuss guest's estates to as certain whether probate was Required. Giving guests the correct advice, and after understanding their needs, up-selling services and Turning objections into sales opportunities, like room type-up-selling or board up-selling at the check-in. Cold-calling guests to up-sell services. Dealing with incoming emails, faxes and post, translating them if needed. Assisting in the preparation of budgets and annual accounts. Meeting and greeting visitors at all levels of seniority. Organizing and maintaining diaries and making appointments. Creating documents, briefing papers, reports and presentations. Daily check of the departments accounts, hotel consumptions. Checking and producing all daily staff costs with Human Resources Office, which includes the personnel status: AL/SL. Checking and distribute the Payrolls. Liaising with guests, suppliers and other staff. Dealing with and answering online reputation reviews and social networks, in addition to In-house guests satisfaction reviews. Supervising rooms, Restaurants, bar and other services of the hotel. Working to ensure all individual and team targets are being met. Developing a number of incentives for team members to achieve targets.

• Providing stellar guest service to our 100% British guests at all times.
• Screening and handling telephone calls, enquiries and requests.
• Taking inbound calls, dealing with questions efficiently and input data into ICT systems.
• Assisting guests with finding suitable products and checked availability in ERP System.
• Maintaining a friendly manner and calm, positive demeanor when handling complaints.
• In my first six months as assistant manager in Lanzarote I gained a lot of experience handling complaints because the Pool-Bar was renovated in the middle of summer and with maximum occupancy. I received and solved positively an uncountable number of complaints during those six months.
• Using tact and discretion to discuss guest's estates to as certain whether probate was required.
• Giving guests the correct advice, and after understanding their needs, up-selling services and turning objections into sales opportunities.
• Cold-calling guests to up-sell services.
• Dealing with incoming emails, faxes and post, translating them if needed.
• Assisting in the preparation of budgets and annual accounts.
• Meeting and greeting visitors at all levels of seniority.
• Organizing and maintaining diaries and making appointments.
• Creating documents, briefing papers, reports and presentations.
• Daily check of the departments accounts, hotel consumptions.
• Checking and producing all daily staff costs with Human Resources Office.
• Which includes the Personnel status: AL/SL.
• Checking and distribute the Payrolls.
• Organizing and attending meetings.
• Liaising with guests, suppliers and other staff.
• Dealing with and answering online reputation reviews and social networks, in addition to In-house guests satisfaction reviews.
• Supervising rooms, Restaurants, bar and other services of the hotel.
• Working to ensure all individual and team targets are being met.
• Developing a number of incentives for team members to achieve targets.

Screening and handling telephone calls, enquiries and requests in Spanish, English, German and French.
Dealing with incoming emails and post.
Meeting and greeting visitors at all levels of seniority.
Organizing, maintaining diaries and making appointments.
Creating documents, briefing papers, reports and presentations.
Producing daily, weekly, monthly, quarterly, biannual and annual reports collecting and contrasting Data of the 10 hotels accounts: hotel consumptions as well as staff costs checked with every HRO which includes the Personnel status: AL/SL.
Creating presentations with comparative statistics (last year same period vs Budget) preparation of qualitative results.
Collecting Data from ReviewPro and creating online reputation reviews and social networks reports, in addition to In-house customer satisfaction reviews.

When dealing with Centers in Greece, Morocco; Hungary writing posts and reports are bilingual Spanish-English.

Organizing and maintaining diaries and making appointments, prioritizing which matters must be included to the General Manager schedule. Meeting and greeting visitors at all levels of seniority. Acting as a translator/interpreter EN/DE-SP. Creating documentation, briefing papers, reports and presentations. Dealing with incoming emails, faxes and post, translating them into Spanish/English or German if needed. Daily collection of all documents for General Manager's signature selecting the most convenient time on the day schedule. Organizing and attending meetings and briefings, writing its minutes. Demanding weekly, quarterly, monthly and annually business data and statistical reports, to the seven Hotel Managers to summary and prepare general view reports for the monthly Managers meetings. Checking and producing all daily staff costs with Human Resources Office, which includes the Personnel status: AL/SL. Checking Managements Payrolls. Organizing yearly staff events and coordinating each one together with every Manager and the HRO Department.