Emmanuel Nieva Anaya
Tourism Managment
Playa del Carmen
Summary
I am a person who consistently strives to ensure customer satisfaction. I have extensive professional experience and a solid understanding of the industry. I am adept at working both as part of a team and independently, depending on the needs. I am seeking the opportunity to demonstrate my value in a forward-looking company.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Sales Executive
NICKELODEON RESORTS RIVIERA MAYA
4 2023 - Current
- Inspection visits, administrative and operational follow-ups with the presence of Agents and Famtrips On Site
- Follow-up on emails and general administrative processes of the department according to priority
- Follow-up on Non-Package Sales requested by Agencies
- Quotations for groups for the water park
- Sales follow-up and customer satisfaction verification
- Attending inquiries from those interested in available products and services
- Advising customers on products of their interest and managing negotiations
Concierge Supervisor
NICKELODEON RESORTS RIVIERA MAYA
2023.02 - 2023.04
- Maintain service standards in the concierge department
- Achieve the satisfaction of each guest
- Attend to the needs of guests in the lodging facilities
- Train and educate employees who will be part of the concierge team
- Supervise that each concierge in a hotel fulfills their daily tasks
- Implement procedures to follow up on guest requests, complaints, and emails, ensuring high-level and optimal service results
- Take on the challenge of addressing guest claims
- Attend to important clients staying at the hotel
- Report to management on the performance and progress of operations
- Effectively address, manage, and resolve internal and external incidents
Guest Relation // Back Office
HOTEL NH COLLECTION MONTERREY SAN PEDRO
2022.04 - 2023.02
- Provide high-quality service experiences to clients
- Ensure that clients are properly welcomed upon arrival
- Supervise daily reservations and ensure that assigned rooms are prepared before check-in
- Oversee check-in and check-out procedures, including reservations and financial transactions
- Promptly attend to guest requests
- Actively listen to and resolve complaints
- Ensure that special guests, such as disabled individuals, the elderly, children, and VIPs, receive personalized services
- Coordinate and manage communication between guests and staff, and follow up to ensure client concerns are resolved
Front Desk Clerk
HOTEL NH PUEBLA CENTRO
2020.12 - 2022.04
- Check-in and Check-out process
- Management and knowledge of SAP TMs for Hotels
- Charging for stays, issuing invoices, and handling accounting documentation
- Problem resolution
- Handling complaints and providing guidance to guests to improve their stay
- Night Audit process
- Attend to, monitor, and channel incoming calls and emails
- Review and follow-up of OTAs (Online Travel Agencies)
- Managing availability and rates
- Preparation and follow-up of reservations
- Telephone attention and screening of incoming calls
Education
Bachelor's Degree in Tourism Management -
Benemérita Universidad Autónoma De Puebla
Puebla City, PUE 2015.05 - 2020.05
Skills
- Office Suite (MS Word, MS Excel, MS PowerPoint)
- Database: Microsoft Access
- TMS SAP for Hotels
- SIHOT System
- Punctuality and Commitment
- Quick Learner
- Problem Solving
- Organization
- Flexibility
- Proactivity
Personal Information
- Date of Birth: 09/02/97
- Nationality: Mexican
Languages
English
Upper intermediate (B2)
Italian
Elementary (A2)
Portuguese
Beginner (A1)
Timeline
Concierge Supervisor
NICKELODEON RESORTS RIVIERA MAYA
2023.02 - 2023.04
Guest Relation // Back Office
HOTEL NH COLLECTION MONTERREY SAN PEDRO
2022.04 - 2023.02
Front Desk Clerk
HOTEL NH PUEBLA CENTRO
2020.12 - 2022.04
Bachelor's Degree in Tourism Management -
Benemérita Universidad Autónoma De Puebla
2015.05 - 2020.05
Sales Executive
NICKELODEON RESORTS RIVIERA MAYA
4 2023 - Current
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