Opera Cloud
Carl César Naeve García
Hospitality Operations And Real Estate
Madrid
Summary
Dynamic professional with a proven track record in relationship management and sales strategy development, honed across roles at Luxa Home and other leading companies. Excelled in enhancing guest experiences and key account management, significantly improving client satisfaction and loyalty. Skilled in both guest services management and effective problem-solving, demonstrating a commitment to excellence and achievement.
Overview
7
7
years of professional experience
4
4
Languages
Work History
Corporate Key Account Manager
Luxa Home
09.2024 - Current
- Customer relationship management through proactive understanding of customer needs and problem resolution.
- Overseeing and coordinating the daily operations of 50 premium apartments.
- Close collaboration with internal teams to ensure compliance with high quality standards.
Front Office Supervisor
Hospes Puerta De Alcalá
10.2023 - 05.2024
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
Key Account Manager
Home Club
09.2023 - 05.2024
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
- Strengthened client relationships through regular communication and effective problemsolving.
- Developed customized proposals for potential clients, demonstrating the value of the company''s products and services.
Front Office Manager
Petit Palace Hotels
12.2022 - 10.2023
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
Night Auditor
Eurostars Madrid Tower
09.2019 - 09.2021
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Generated and printed daily financial reports to track hotel performance.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Guest Relations Supervisor
1 Hotel South Beach
10.2018 - 10.2019
- Contributed to an increase in positive online reviews by consistently delivering exceptional customer service experiences.
- Collaborated with hotel departments to ensure seamless communication and coordination, resulting in better guest experiences.
- Developed strong relationships with repeat guests, fostering loyalty to the hotel brand.
- Organized special events for VIP guests, ensuring memorable stays that encouraged repeat business.
- Coached new hires on company policies and procedures, setting them up for success in their roles as Guest Relations Agents or Supervisors alike.
Manager in Training
AMResorts
10.2017 - 10.2018
- Rotation through Reception, Guest Relations and F&B, developing skills in leadership and operation.
- Cultivated strong relationships with clients through excellent communication and service quality, fostering long-term loyalty.
- Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
- Collaborated with internal teams to resolve client issues quickly and efficiently.
Education
Post-Graduate Program in Talent Management - Human Resources
ESERP Business School
Madrid 04.2001 -
Executive Postgraduate in Hotel Management - Hospitality Management
Les Roches Global Hospitality Education
Marbella, Spain 04.2001 -
Bachelor in Internation Relations - Politics
IE School of Politics, Economics & Global A airs
Segovia, Spain 04.2001 -
Skills
Relationship management
Sales strategy development
Key account management
Guest experiences
Client relationship building
Guest services management
Guest accommodations
Rooms division management
Reservations management
Accomplishments
- Forbes Travel Guide 4-Stars Award
Software
Microsoft Office
Infor PMS
SAP
ASANA
Interests
Team Sports
Photography
Nature
Travel
Volunteering
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Swedish
Advanced (C1)
French
Elementary (A2)
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programs401k matchTimeline
Corporate Key Account Manager
Luxa Home
09.2024 - Current
Front Office Supervisor
Hospes Puerta De Alcalá
10.2023 - 05.2024
Key Account Manager
Home Club
09.2023 - 05.2024
Front Office Manager
Petit Palace Hotels
12.2022 - 10.2023
Night Auditor
Eurostars Madrid Tower
09.2019 - 09.2021
Guest Relations Supervisor
1 Hotel South Beach
10.2018 - 10.2019
Manager in Training
AMResorts
10.2017 - 10.2018
Post-Graduate Program in Talent Management - Human Resources
ESERP Business School
04.2001 -
Executive Postgraduate in Hotel Management - Hospitality Management
Les Roches Global Hospitality Education
04.2001 -
Bachelor in Internation Relations - Politics
IE School of Politics, Economics & Global A airs
04.2001 -