Ana Esplá Berenguer
Altea
Summary
Operations professional dedicated to optimizing organizational processes and achieving strategic goals. Proven track record in streamlining operations and implementing best practices for efficiency and cost savings. Recognized for fostering collaborative team environments that promote productivity and innovation. Adept at adapting to dynamic business needs and leveraging resources effectively. Skilled in strategic planning, identifying improvement opportunities, and implementing solutions for sustainable growth.
Overview
17
17
years of professional experience
Work History
Guest Operations Director
Nordic RentAway Spain
05.2022 - Current
- Company Overview: It is a company that manage the touristic rental of more than 60 properties all around La Costa Blanca
- Led, supervised and provided strategic direction for the team.
- Assisted in recruiting, hiring and training of team members.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Designed training programs for employees that resulted in increased skills proficiency and higher workplace morale.
- Management, creation, modification and cancellation of reservations
- Direct contact with guests and the owners of our properties.
- Interacted well with customers to build connections and nurture relationships.
- Complaints and incident management.
- Direct contact with Booking.com and Airbnb.
- Reviews management.
- Analyzed customer feedback and identified areas for improvement to drive business success.
Head of Clinic and Wellness reception
Hotel SHA Wellness Clínic 5
06.2015 - 05.2022
- Lead a team of 15 people supervising all daily operations.
- Organization and planning of schedules and vacations for the entire team.
- Recruitment, training and motivation of new employees.
- Quarterly performance reviews for the team.
- Management and resolution of complaints from our guests.
- Task planning and support to other departments.
- Personalized follow-up for VIP guests.
- Search for solutions that guarantee guest satisfaction while being viable for the company.
- Excellent treatment of guests both during their stay and after their stay.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Head of Reception/Assistant Director
Citytrip Barcelona
04.2013 - 04.2015
- Lead daily operations and supervise daily work.
- Organize team schedules.
- Resolved customer problems and complaints.
- Organized, maintained and updated information in computer databases.
- Managed multiple tasks and met time-sensitive deadlines.
- Contributed to team efficiency by providing administrative support to various departments when needed.
- Handled cash transactions and maintained sales and payments records accurately.
- Handled assignments independently with good judgement and critical thinking skills.
- Responded effectively to client inquiries or concerns, addressing their needs in a courteous and professional manner.
- Assisted in onboarding new employees by preparing necessary materials and providing an informative orientation tour.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Enhanced front desk operations by efficiently managing incoming calls, ensuring prompt customer service.
Head of Reception
Hotel 4
01.2012 - 01.2013
Receptionist
Hotel Melon District Barcelona
01.2011 - 01.2012
General coordinator in Spain
Copernicus International
01.2011 - 12.2011
Agent of national and international reservations
SERHS TOURISM
01.2010 - 12.2010
Receptionist
Diamante Beach 4* hotel
01.2009 - 12.2009
Receptionist
Pueblo de Benidorm 3* hotel
01.2008 - 12.2008
Education
Master - Human Resources
Madrid Law School
01.2010
Master - Tourism Company management
University of Alicante
01.2005
Diploma - Tourism
University of Alicante
01.2004
First year of publicity -
University of Moncada (Valencia) CEU
Moncada, Valencia01.2001
Skills
- Passion
- High ability to lead teams through example, respect and motivation
- Operational excellence
- Staff management
- Standard operating procedures
- Staff training and development
- Recruiting employees
- Organization and efficiency
- Empathy
- Conflict resolution skills
- Analytical thinking
- Administrative management
- Advice and attention
- Firmness and assertiveness
Furthertraining
- Intensive Business English Course, Little Language School, London
- First Certificate in English
- Amadeus Vista and Sire Course, Viajes el Corte Inglés, Madrid
- GAT and PALMERA Hotel Reservation System, SERHS TOURISM
Languages
Spanish
Bilingual or Proficient (C2)
Catalan
Bilingual or Proficient (C2)
English
Advanced (C1)
French
Intermediate (B1)
Timeline
Guest Operations Director
Nordic RentAway Spain
05.2022 - Current
Head of Clinic and Wellness reception
Hotel SHA Wellness Clínic 5
06.2015 - 05.2022
Head of Reception/Assistant Director
Citytrip Barcelona
04.2013 - 04.2015
Head of Reception
Hotel 4
01.2012 - 01.2013
Receptionist
Hotel Melon District Barcelona
01.2011 - 01.2012
General coordinator in Spain
Copernicus International
01.2011 - 12.2011
Agent of national and international reservations
SERHS TOURISM
01.2010 - 12.2010
Receptionist
Diamante Beach 4* hotel
01.2009 - 12.2009
Receptionist
Pueblo de Benidorm 3* hotel
01.2008 - 12.2008
Master - Tourism Company management
University of Alicante
Diploma - Tourism
University of Alicante
First year of publicity -
University of Moncada (Valencia) CEU
Master - Human Resources
Madrid Law School
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