Gisela Punsola Ligero
Barcelona
Summary
Specialized in the service industry since my beginnings in the labour market, I am able to manage large workloads, adapt quickly to the environment, perform different tasks and learn quickly. I am motivated by the research for knowledge and improvement. Regarding my social skills, I stand out from knowing how to work as a team, being a good communicator and recognizing the needs of others. Regarding my technical skills, I highlight being able to solve problems, the proficiency in languages and the concern for customer satisfaction
Overview
5
5
years of professional experience
1
1
Certification
Work History
Receptionist
Hotels B&B Spain & Portugal
04.2023 - Current
- Management of KPIs: RevPar, ADR, Occupancy Rate and reviews
- Control of the company's budget
- Control of stock and inventory of products
- Up selling and cross selling operations
- Making reservations via email / phone, Booking. com, Trip. com, Expedia, Website and OTAS
- Solve possible problems that may arise
- Booking reservations of groups, individuals and companies / corporates
- Contact with suppliers of food and material for other departments (Europastry, Serhs)
- Execution of orders
- Delivery notes and invoices control
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Rental of rooms for events to users, companies and Universities
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Sales and negotiation strategies
- Tracked important information in [Software] spreadsheets and ran reports or generated graphs using data.
Concierge and Hostess
Hotel Faustino Gran 5* Relais&Chateaux
04.2019 - 10.2022
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Managed front office operations of busy hotel, delivering 5-star service to cultivate loyalty and satisfaction.
- Developed relationships with local businesses to secure discounts and special offers for guests.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Created and maintained comprehensive database of local attractions and restaurants to assist personnel in recommending guest entertainment.
- Handled customer complaints to satisfy and retain guests.
- Maintained accurate and up-to-date records of guest information.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
Recepcionist
Hotel Eden Roc 4*
11.2021 - 03.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Managed multiple tasks and met time-sensitive deadlines.
- Handled cash transactions and maintained sales and payments records accurately.
- Assisted with onboarding new clients and securing paperwork completion.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Helped office staff prepare reports and presentations for internal or client-related use.
Tour Guide
Bouquet D'Alella Winery
03.2021 - 06.2021
- Guided groups of up to 20 people on scheduled tours.
- Raising awareness among users of the importance of green and sustainable consumption
- Communicated professionally with customers, answering questions and addressing concerns to boost satisfaction.
- Managed tour groups by keeping on schedule and quickly handling issues to promote positive experiences.
- Provided information on various sites throughout area, relaying little-known stories to provide interest.
- Shared historical and cultural context to keep tour informative and provide more profound understanding of area.
- Guiding wine tasting
- Collected and deposited payments from guests.
- Utilized effective communication and problem-solving skills to quickly resolve customer issues.
Education
Master of Ecotourism And Nature Guide - Sustainable Tourism
Universitat Autònoma De Barcelona
Barcelona06.2021
University Degree - Hospitality Management And Tourism
Universitat Autònoma De Barcelona
Barcelona06.2020
Skills
- Database Administration
- Multi-Line Telephone Systems
- Expense Reporting
- Document Control
- Verbal and Written Communication
- Organization Skills
- Microsoft Office
- Customer and Client Relations
- Mail Handling
Certification
C1 English
A2 French
A2 German
Interests
- Reading
- Sports
- Sustainability and environment
- Nature
- Travel
- Gastronomy
Languages
Spanish
Bilingual or Proficient (C2)
Catalan
Bilingual or Proficient (C2)
English
Advanced (C1)
French
Elementary (A2)
German
Elementary (A2)
Timeline
Receptionist
Hotels B&B Spain & Portugal
04.2023 - Current
Recepcionist
Hotel Eden Roc 4*
11.2021 - 03.2022
Tour Guide
Bouquet D'Alella Winery
03.2021 - 06.2021
Concierge and Hostess
Hotel Faustino Gran 5* Relais&Chateaux
04.2019 - 10.2022
Master of Ecotourism And Nature Guide - Sustainable Tourism
Universitat Autònoma De Barcelona
University Degree - Hospitality Management And Tourism
Universitat Autònoma De Barcelona
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