Summary
Work History
Education
Skills
Additional Information
Languages
Timeline
Generic

Marta Serrano Maldonado

Byron Bay

Summary

SUPERIOR TECHNICIAN OF GUIDE, INFORMATION, AND TOURIST ASSISTANCE

Work History

Front Desk Manager

House of Somos
Santa Teresa
  • Front desk Manager
  • Booked services
  • Telephone costumer service.
  • Trained new staff on correct procedures, compliance requirements and performance strategies.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.

Hotel Receptionist

Vista del Alma Boutique Resort
Santa Teresa
  • Completed late check-ins and directed guests to rooms and facilities.
  • Answered phone within 10 minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Collected room deposits, fees and payments.
  • Checked lobby, bathrooms and common areas near front desk for cleanliness multiple times per shift.

Travel agent

Pangea the travel store
Madrid
  • Telephone costumer service.
  • Update the website.
  • Responded to clients' questions, issues and complaints and implemented appropriate solutions.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Arranged travel accommodations for groups, couples, executives and special needs clients.

Tourist guide

Madrid City Hall
Madrid
  • Researched information on Madrid to provide accurate, detailed tours.
  • Guided groups of up to 20 people on tours of Madrid.
  • Built personal relationships with guests to promote positive experiences.
  • Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
  • Answered questions, pointed out important features, and offered further details about special exhibits to educate visitors.

Tourism Technician

Valencia City Hall
Valencia
  • Technician of the Department of artistic historical heritage.
  • Provide guided visits to the Historical Museum of Valencia and air raid shelters of the Spanish Civil War.
  • Administrative tasks within departments.

Salon Manager

Eat Street
Santa Teresa

Education

Amadeus Course - Booking Management

Lara Aeronautica
Madrid, Spain
2018

Associates Degree - Guide, Information And Tourism Assistance

Miguel Hernandez Community College
Alicante, Spain
2016

Skills

  • Process Improvement
  • Complaint Resolution
  • Rate Changes
  • Staff Supervision
  • Shift Scheduling

Additional Information

Driver license

Cloudbeds knowledges


Languages

Spanish
Bilingual or Proficient (C2)
Catalan
Intermediate (B1)
English
Upper intermediate (B2)

Timeline

Front Desk Manager

House of Somos

Hotel Receptionist

Vista del Alma Boutique Resort

Travel agent

Pangea the travel store

Tourist guide

Madrid City Hall

Tourism Technician

Valencia City Hall

Salon Manager

Eat Street

Amadeus Course - Booking Management

Lara Aeronautica

Associates Degree - Guide, Information And Tourism Assistance

Miguel Hernandez Community College

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Marta Serrano Maldonado