SILVIA CASTRO GONZÁLEZ

• • Employee Integration: Facilitating the onboarding and adaptation of new talent, comprehensively managing documentation and onboarding and offboarding processes.
• Planning and Logistics: Organization of hotel training sessions, logistics management of welcome packs, access management, and coordination of electronic tools.
• Occupational Risk Prevention and Document Coordination: Supervising medical examinations, managing access to training sessions, and controlling employment documentation.
• Multi-sector Administrative Support: Providing administrative support at the central offices in Madrid, Barcelona, Portugal, and for self-managed hotels.
• Strategic Point of Contact: Collaborating with CPO/People Partner to resolve queries and ensure compliance with labor laws and internal policies.
• Administrative Software Management: Managing the timesheet and vacation tracking system using Personio software.
• Purchasing and Invoicing Management: Overseeing office-related purchases and managing and archiving invoices

• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained inventory of office supplies and placed orders.
• Managed filing system, entered data and completed other clerical tasks.
• Managed phone and email correspondence and handled incoming and outgoing mail and faxes.

• Collection of stay fees, management, and coordination of reservations by phone and in person.
• Billing and collection of extras consumed, such as food, drinks, and calls.
  Booking activities and excursions for guests with partner companies.
• Confirmed appointments, communicated with clients, and updated client records.
• Responded to inquiries from callers seeking information.
• Resolved customer problems and complaints.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Handled cash transactions and maintained sales and payments records accurately.
• Managed approximately 50-100 incoming calls, emails and faxes per day from customers

Strategically plan room and suite allocation to optimize daily and future operations, ensuring a smooth and satisfying guest experience.

• Ensure efficient communication between the Front Office, Housekeeping, Reservations, and Engineering departments to maximize operational efficiency.
• Effectively manage queues, VIPs, suites, early check-in, discrepancies, and special requests to maintain high service standards.
• Collect no-shows and cancellations based on information provided by Reservations and Sales.
• Foster teamwork to achieve company goals and continuously improve guest satisfaction and loyalty levels for the hotel and the brand
• Prepared reports on guest satisfaction levels and other metrics.
• Promoted hotel brand's loyalty program via social media, email and direct mail.

• Strategic Tourism Plan project to transform the municipality of Lerma into a preferred destination in Spain. Use of digital office tools, such as Word, Excel, and databases.