Auric Hernández
Licenciada En Turismo
Benito Juárez
Summary
Professional in the Hospitality Industry with 13+ years of experience collaborating in properties with 600+ rooms, always showing excellent performance, implementing leadership based on enthusiasm, teamwork, achievement of objectives and excellence in service quality.
Driven to promote guest satisfaction by going above and beyond to meet needs and exceed expectations.
I consider myself extremely passionate about developing new projects with a high level of adaptability to the challenges that my career allows me to face every day.
Overview
14
14
years of professional experience
Work History
Guest Experience Manager
Paradisus Cancun | Meliá Hotels International
07.2023 - 06.2024
- 5-star, 4-diamond AAA hotel, an iconic property in the Cancun Hotel Zone.
- Top manager of the department for product, service and brand image, and brand compliance standards.
- Creation of unique and personalized experiences according to guest needs.
- Team leadership and supervision of Guest Service, Destination Concierge, PBX, Sensory Architecture and Entertainment.
- Complaint management and problem resolution.
- Monitoring KPIs for customer satisfaction and online reputation.
- Follow up to Meliá Rewards loyalty program that rewarded repeat guests.
- Conducted regular inspections of hotel facilities, ensuring cleanliness, safety, and compliance with brand standards.
- Collaborated with other departments to ensure a seamless guest experience throughout their stay.
- Improved overall online ratings by addressing negative reviews constructively and showcasing improvements made as a result of guest feedback.
- Mentored junior staff members in best practices for delivering outstanding service experiences to guests from diverse backgrounds.
- Greeted VIP guests upon arrival and offered assistance.
Senior Sales Executive
Live Aqua Urban Resort México | Grupo Posdas
07.2019 - 07.2023
- Luxurious iconic business hotel in Santa Fe, the most modern business district in Mexico City and one of the most important in Latin America with a unique and innovative concept in "Be yourself"
- Follow-up of client portfolio, account prospecting, as well as strategies for rate and revenue optimization.
- Created prospect rapport by approaching leads and cultivating strong business relationships through sales.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Closing and logistics of business and corporate groups, as well as entertainment groups and filming of series and commercials within the facilities.
- Negotiated favorable contract terms for clients, ensuring mutually beneficial outcomes for both parties involved.
- Monitoring of commercial positioning strategies.
- Created prospect rapport by approaching leads and cultivating strong business relationships through sales.
- Utilized multiple marketing strategies to improve profitability.
- Developed customized proposals that addressed specific client needs, ultimately securing their commitment and loyalty.
- Coordinated participation in trade shows and conferences aimed at increasing brand awareness among potential clients and industry peers alike.
Guest Relations Manager
Hotel Presidente Intercontinental Mexico City |
07.2016 - 03.2019
- One of the most important Hotels of IHG Brand, Intercontinental Mexico City, is known for its luxury, excellent service and privileged location, it has been the perfect venue for diplomatic visits, entertainment figures and CEOs of worldwide companies.
- Manager of the Guest Relations team and VIP area with 660 luxurious rooms, 4 Master Suites and 3 Presidential Suites, one of them the largest in Latin America, 1 Club Lounge and 1 Business Center with 6 rooms for private use by both guests and external clients.
- Operational Management of Official Visits (Presidential, diplomatic)
- CEOs, General Directors of companies and corporations at national and international level and entertainment figures.
- Created monthly reports on guest feedback trends, providing valuable insights to guide improvements in operations and services.
- Maintained detailed records of guest preferences, enabling tailored service offerings upon future visits.
- Fostered a culture of exceptional customer service within the Guest Relations department through ongoing coaching and development opportunities for team members.
- Developed and implemented guest relations policies, ensuring a consistent high-quality experience for all visitors.
- Coordinated room upgrades or complimentary amenities when appropriate to exceed guest expectations without compromising revenue goals.
- Planned and implemented promotional activities to increase customer satisfaction.
- Collaborated with hotel staff to create personalized experiences for VIP guests, resulting in increased return visits.
- Follow up to IHG loyalty program that rewarded repeat guests, contributing to an increase in long-term clientele base.
- Maintained well-regarded Concierge/ Guest relations services to provide guests with assistance and convenient information about local attractions.
Assistant Guest Relations Manager
Hotel Presidente Intercontinental Mexico City
06.2014 - 07.2016
- Support for Guest Relations Manager activities, supervision of areas (Front, Club Lounge and Business Center).
- Check-in-Checkout for VIP guests and Ambassador members, operation in Business Center with preparation of quotes and rental of 6 meeting rooms for up to 14 people.
- Management of Club Lounge, personalized attention and attention to breakfast and canape service for top VIP guests and with access to Executive Floor.
- SAP requisitions for operation of the department.
- Contributed to increased hotel revenue by upselling rooms, services, and amenities based on guest needs.
- Improved overall guest experience by organizing special occasions such as birthdays or anniversaries upon request.
- Managed high-profile events at the hotel, coordinating logistics and catering to guarantee smooth execution.
- Supervised daily operations of the Guest Relations department, ensuring staff adherence to best practices and service standards.
- Collaborated with other departments to ensure a seamless guest experience throughout their stay.
- Maintained strong relationships with VIP guests, ensuring their satisfaction through tailored services and offerings.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
Instant Service Agent
Hotel Presidente Intercontinental Mexico City
09.2010 - 01.2013
- Attend and direct all incoming and internal calls to the hotel to the corresponding areas.
- Attend and follow up on guest requests in a timely manner, in accordance with standards, together with the housekeeping, engineering, front desk, Concierge, etc.
- Assisted clients with inquiries, resolving issues promptly and professionally for improved client relations.
- Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.
- Participated in regular meetings to discuss performance metrics, identify areas for improvement, and develop strategies to achieve goals.
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Bachelor of Tourism Studies -
Universidad Mexicana
Ciudad De México 05.2001 -
Skills
Language Fluency
Exceptional communication
Property management knowledge
Sales and Upselling
SOP (Standard Operations Procedures)
Forbes, AAA Standards
Complaint Handling
Customer Service
Multitasking Abilities
Coaching and Mentoring
Interpersonal Skills
PMS Opera, SAP, Medallia, Reviewpro, Servitrace, Alice, Hmobile
Timeline
Guest Experience Manager
Paradisus Cancun | Meliá Hotels International
07.2023 - 06.2024
Senior Sales Executive
Live Aqua Urban Resort México | Grupo Posdas
07.2019 - 07.2023
Guest Relations Manager
Hotel Presidente Intercontinental Mexico City |
07.2016 - 03.2019
Assistant Guest Relations Manager
Hotel Presidente Intercontinental Mexico City
06.2014 - 07.2016
Instant Service Agent
Hotel Presidente Intercontinental Mexico City
09.2010 - 01.2013
Bachelor of Tourism Studies -
Universidad Mexicana
05.2001 -
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