Paula Aguila
Miami,Fl
Summary
SUMMARY: Organized and productive professional seeking opportunities to leverage skills and experience. Solid interpersonal, organizational, and leadership skills. Ability to handle multiple tasks, projects, and deadlines. Proactive. Flexible to adapt to last-minute changes with a positive attitude. Team player and Detail-oriented. Motivational employee leader and respectful conflict mediator skilled at promoting satisfaction and loyalty.
Overview
23
23
years of professional experience
Work History
Senior Wedding Department Manager
AIC Hotel Group
Coral Gables , Fl
06.2021 - 07.2022
- Work closely with the wedding team to increase the number of weddings with a positive contribution to room revenue while providing a high level of customer service.
- Develop strong relationships with wedding planners, wedding coordinators, and room coordinators to work together in responding to all wedding inquiries in a prompt professional manner.
- Supervise the conduction of all site visits and follow-ups with potential clients to secure the business.
- Participate in conjunction with the Director of Marketing and Sales to optimize business options.
- Stay abreast of industry trends, continually seeking opportunities such as weddings, professional agents, vendors, and sources sites.
- Manage brochures, flyers, wedding sales guides, promotions, agents, and team incentives.
- Develop strategic marketing campaigns with tour operators, travel agents, and direct business.
- Train and check that staff provides excellent customer service that meets and exceeds guest expectations.
- Create monthly sales reports and commission reports based on weddings booked, wedding planners (add-ons sales), and room revenue.
- Carried out day-to-day duties accurately and efficiently.
- Resolved problems, improved operations, and provided exceptional service.
- Maintained energy and enthusiasm in a fast-paced environment.
- Developed team communications and information for meetings.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed team communications and information for meetings
Inside Sales Manager
AIC Hotel Group
Coral Gables , Fl
11.2012 - 06.2021
- Manage the Inside Sales team which included Inside Sales Coordinators, and two Travel Agents Incentive Programs (RnR & Amplified Rewards).
- Manage and implement promotions and offers of co-op marketing agreements from key partners from the US and Canada.
- Develop strategic marketing plans with BDMs to increase revenue and brand awareness for specific market segments.
- Work with the marketing department on promotional materials such as brochures, flyers, incentive programs, and offers.
- Oversee inside sales, incentive programs budgets, expenses, invoices, and BDMs commissions.
- Participate in company-wide sales meetings, workshops, trade shows, and new hotel openings.
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Cultivated productive relationships and maintained quality communications with account contacts to maximize client retention.
- Coordinated activities and projects to plan sales department operations and meet timelines.
Customer Service Manager
Palace Resorts
Doral , Fl
09.2006 - 11.2012
- Supervise day-to-day operations of the customer service department.
- Oversee 13 hotels post-travel concerns.
- Address customer service post-travel issues from travel agencies, agents, members and wholesalers in a timely manner.
- Develop customer satisfaction goals for the team and implement an effective customer loyalty program.
- Maintain accurate records and documents of all customer service activities and discussions.
- Assess service statistics and prepare detailed reports on findings.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Monitored customer service operations to assess agent performance and provide feedback.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Travel Advisor
Ponce De Leon Travel
Miami , Fl
01.2000 - 10.2006
- Plan and sell transportation, accommodations, insurance, and other travel services.
- Excellent knowledge of computer reservations systems, GDS systems, and e-traveling.
- Booked transportation using booking engines and Sabre GDS, made hotel reservations, and collected payments to optimize trip planning.
- Resolved travel problems, processed complaints, and issued refunds to maintain customer satisfaction.
Education
Associate of Arts - Management - Hospitality Management
Miami Dade College
Miami, FLSkills
- Computer skills: Microsoft Office, Google Drive, Spreadsheets, Email, Social Media, Excel, Word, Power Point, Sales Force, DelPhi, CRM, Opera, Amadeus, Sabre
- Problem-Solving
- Performance Management
- Staff Hiring and Retention
- Work Planning and Organization
- Team Supervision
- Team Building
- Customer Service
- Operational Efficiency
Languages
English
Spanish
Timeline
Senior Wedding Department Manager
AIC Hotel Group
06.2021 - 07.2022
Inside Sales Manager
AIC Hotel Group
11.2012 - 06.2021
Customer Service Manager
Palace Resorts
09.2006 - 11.2012
Travel Advisor
Ponce De Leon Travel
01.2000 - 10.2006
Associate of Arts - Management - Hospitality Management
Miami Dade College
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