Arancha López Rodríguez

> Member of the project team implementing new tools and processes for the chain (CRM, PMS, RMS) and creating Web content.

>Member of the operational management committee of the company
> Monitor activities in all departments to ensure standards are met, staff is supported, and guest needs are met assuring that the financial goals of the hotel are being met
> Assign duties and monitor the performance of all employees in the hotel.
> Hold regular meetings with the CEO to discuss improvement areas identified and action items in order to improve revenue, reduce cost, and increase guest satisfaction and quality of service.
> Provide training to staff in customer service, safety, and other topics related to the hospitality industry.
> Create a positive work environment for staff by providing guidance, support, recognition,and motivation.
> Manage team schedules.
>Hold monthly one-on-one meetings with the team to review tasks, provide feedback, and set goals.
>Coordinate closely with Reservations, Quality, HR,Sales, and the Front Office to identify and address additional support needs.
>Resolve customer complaints from all areas of the hotel, handling all guest interactions.

> Create deLuna experience project (program based on customer communication to fully personalize their experience).
>Assist in preparing business forecasts and Annual Budget for the hotel.

>Providing high quality professional service to customers and merchants by assisting them in solving pre/post purchase related problems, support with various requests regarding products and app services.

>Handling escalated cases, investigating and interacting with other departments finding the right solution for customer´s needs.

>Support the onboarding process of new team members by sharing my knowledge and helping them to understand all relevant tools, processes and ways of working.

>Coordinating, monitoring and reporting on daily operations.

>Recruiting, training and supervising employees.

>Reviewing job performance and coaching needs and developing and implementing new product trainings.

>Managing employee schedules, conducting performance reviews and enforcing disciplinary actions.

>Monitoring and maintaining suitable store inventory levels.

>Assisting with the development of new sales and recruitment strategies.

>Dealing with customer enquiries, questions and complaints.

>Ensuring that store policies and procedures are followed.

>Check guests in/out providing an excellent customer service to highest standards.

>Manage reservations ensuring maximize room revenue. Upselling/Cross-sellling

>Recruitment, induction and training of recepcionists.

>Leading, monotoring, motivating and inspiring the team, providing guidance and support.

>Review of existing standards and procedures while implementing new best practices.

>Review daily arrivals, VIPs, special request, room assignments and coordinates with Housekeeping Department the needs of guests

>Manage room reservations ensuring that the bookings team are processing all enquiries accurately.

> Check guests in and out. Handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.