LUCIA LUQUE
Madrid,M
Summary
Highly energetic professional with drive to provide remarkable guest service. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding. Excellent team leader consistently achieving and exceeding corporate goals for revenue generation and capacity. Concept mind through action and hands off into the hotel operation.
Overview
14
14
years of professional experience
Work History
Sales Associate
Loreto Investments
03.2022 - 10.2023
- Increased client satisfaction by providing personalized financial advice and investment strategies.
Hotel Consultant & Brand Manager
Horwath HTL
06.2019 - 03.2020
- Prepare market studies, feasibility analysis and valuations for hospitality-related properties in various destinations around Europe.
- Prepare and publish research articles related to the hospitality industry.
- Boosted ecommerce sales by developing and implementing innovative digital marketing strategies.
- Optimized website conversion rates through data-driven analysis and user experience improvements.
Hotel Consultant & Asset Management
HVS Global Hospitality Services
04.2018 - 04.2019
- Reduced operational costs, optimizing maintenance schedules and deploying cost-effective solutions.
- Increased return on investment and KPI´s for clients by diligently monitoring market trends and adjusting portfolios accordingly.
- Developed customized financial models, including valuation, feasibility and P&L´s to predict future performance of individual assets within a portfolio.
- Projects in Best-Use, research of hotel operators (hotel branding), feasibility and valuation studies,
Guest Relations Manager
The Ritz-Carlton, Grand Cayman
02.2015 - 05.2017
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Developed and implemented guest relations policies, ensuring a consistent high-quality experience for all visitors.
- Collaborated with hotel staff to create personalized experiences for VIP guests, resulting in increased return visits.
Pre-Opening- Personal Concierge & Lobby Ambassador
The Waldorf Astoria
05.2014 - 12.2014
- Streamlined front desk operations for increased efficiency with effective communication and coordination among staff members.
- Improved team performance by providing regular training sessions on customer service, problem-solving, and multitasking skills.
- Assisted VIP guests in booking reservations and collaborated with various departments to coordinate special requests and accommodations.
Sales & Marketing Coordinator
Waldorf Astoria
09.2013 - 05.2014
- Boosted sales revenue by developing and implementing targeted marketing campaigns.
- Enhanced brand visibility by managing online presence, including company website and social media accounts.
- Streamlined internal communication for increased efficiency between the sales and marketing teams.
- Optimized marketing materials with engaging visuals and persuasive copy, resulting in higher conversion rates.
Front Office Receptionist
Hotel Crowne Plaza
06.2011 - 12.2011
- Enhanced customer satisfaction by providing timely and accurate information in response to inquiries.
- Streamlined front office operations by effectively managing appointments and maintaining up-to-date patient records.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
Call Center, Guest Recognition and Guest Relations
Hotel The Ritz-Carlton
06.2010 - 12.2010
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Conference and Banqueting Coordinator
The Landmark Hotel
06.2009 - 12.2009
- Increased efficiency by streamlining coordination processes and implementing new organizational systems.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
Education
Master of Business Administration - Specialized in International Hospitality Small & M
Les Roches Global Hospitality Education
Marbella, Spain06.2013
BBA - Hotel Management
Les Roches Global Hospitality Education
Marbella, Spain05.2012
Skills
- Guest Relations Management
- Front Office Operations
- Staff Training and Development
- Upselling techniques
Timeline
Sales Associate
Loreto Investments
03.2022 - 10.2023
Hotel Consultant & Brand Manager
Horwath HTL
06.2019 - 03.2020
Hotel Consultant & Asset Management
HVS Global Hospitality Services
04.2018 - 04.2019
Guest Relations Manager
The Ritz-Carlton, Grand Cayman
02.2015 - 05.2017
Pre-Opening- Personal Concierge & Lobby Ambassador
The Waldorf Astoria
05.2014 - 12.2014
Sales & Marketing Coordinator
Waldorf Astoria
09.2013 - 05.2014
Front Office Receptionist
Hotel Crowne Plaza
06.2011 - 12.2011
Call Center, Guest Recognition and Guest Relations
Hotel The Ritz-Carlton
06.2010 - 12.2010
Conference and Banqueting Coordinator
The Landmark Hotel
06.2009 - 12.2009
Master of Business Administration - Specialized in International Hospitality Small & M
Les Roches Global Hospitality Education
BBA - Hotel Management
Les Roches Global Hospitality Education
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