ERNESTO MANUEL CARVAJAL PARDO

• Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
• Maintained front desk's concierge book to provide visitors with access to relevant local information.
• Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
• Member of the opening team.
• Organize the transportation services and rates, set agreements with private tourist guides, relationship with top restaurants and speakeasy bars, conduct site inspections of the property.
• Work closely with the Front Desk Department and Housekeeping as they were the two busiest ones.

Hired to participate as a Lead Concierge during the World Cup in Doha, taking care of VIP requests, last minute restaurant bookings, night clubs, transportation, tours, visit to the top notch museums of Doha, private visit to Mosques. In charge of a multinational team of 9 concierges, and part of the 7 Team Leaders in charge of 40 concierges.

In charge of the daily concierge department operation.

Supervising a team of 4 bellman, 4 doorman and 3 concierges.

Taylor made tours – most of them privately- and help our customers to get a unique dining experience, as the chef is the host at their home. Assist the Front Desk to contact guest if disputed charges.

Supervisor of the Year 2018

Set up of the Concierge Services after two weeks of the soft opening for the debut of first Mandarin Oriental Property in LATAM.

Opening Team Member

In charge of the selection of bellman, golf cart drivers, butlers and concierges.

Innovative resort at the Riviera Maya. Installed the Concierge Software ¨Go Concierge”.

Select private tours, an exclusive list of restaurants and a list of private ¨sinkholes” only fou our guests.

I was in charge of the relationship with our vendors (tours- yatch). Member of a concierge team of 7 colleagues, dedicated to curate guests itineraries,double check all their reservations and special needs.

• Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.

After the Peruvian Experience, I arrived to Thailand, where the main challenge was the language Thai-English-Thai, however we create an amazing group and teach team the Marriott Philosophy. Also, installed the Concierge Software and reinforced the fact to be present in our beautiful lobby and feel free to have a seat with our guest and review their itineraries, rather to be standing up at our station, and create a sense of place.

• Developed and implemented guest service policies and procedures to drive loyalty and referrals.
• Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.

Invited to join the JW in Lima to improve the Concierge / Guest Services experience.

New uniforms were selected for the team, we worked on the telephone verbiage and reinforce the fact to send confirmation letters for every request from our guests. We choose another tour operator company and start to audit the external limousine service that we worked with. Furthermore, we were the first property to have an “Airport Concierge” wearing the same uniform that we used at the hotel. This first impression was much appreciated. Created a book with the concierge´s top restaurant recommendations. Also, we created a very nice JW neighborhood map, we add some advertising on the boards and with that profit we were able to pay for the Clefs d Or Congress (Puerto Vallarta), so fellow concierges were able to see what´s the Clefs d Or World was about.