Flor Fuentes
Playa Del Carmen
Summary
Experienced hospitality professional with over 10 years in customer service, concierge, and back-office operations within the tourism industry. Strong ability to manage customer relations, resolve issues, and coordinate with teams to deliver exceptional service. Proven track record of handling reservations, sales, and administrative tasks with attention to detail and efficiency. Fluent in Spanish, English, and conversational French.
Overview
14
14
years of professional experience
Work History
Back Office Agent
Iberostar Playa Paraíso
07.2021 - 07.2024
- Provided support to external sales representatives in contract management, group handling, pricing, and offer follow-ups
- Managed reservation discrepancies, price disparities, and follow-up on published offers
- Created and managed new rates for marketing companies and tour operators in regions such as Jamaica, Brazil, and Aruba
- Worked with Extranet systems and platforms such as Prestige, HBSI, Web, and Omnibees
- Coordinated with internal departments and external representatives to ensure smooth pricing, reservation, and offer management.
Concierge - Star Prestige
Iberostar Playa Paraíso
06.2016 - 06.2021
- Delivered top-tier service to vacation club members in person and virtually, ensuring customer satisfaction before, during, and after their stay
- Managed member reservations, complaints, and special requests, while supporting sales teams in new membership acquisition
- Handled restaurant reservations, administrative tasks (billing, document management), and cross-department coordination
- Utilized CRM, Salesforce, and RCI to manage reservations and deliver personalized experiences
- Implemented cross-selling and up-selling techniques to maximize revenue opportunities.
Concierge Supervisor
Blue Bay Grand Esmeralda
08.2012 - 06.2016
- Led a team to provide personalized guest services, ensuring top-notch service delivery
- Acted as a liaison between management and staff, providing performance reports and evaluating team effectiveness
- Addressed guest concerns and ensured smooth operations through multi-channel communication.
Telephone Concierge
Santos Caracol Eco Resort and Spa
12.2011 - 07.2012
- Managed incoming guest queries via telephone, addressing requests and routing calls to appropriate departments
- Delivered excellent telephone-based customer service, ensuring guest needs were met promptly.
Housekeeper
Hotel The Royal
09.2010 - 12.2011
- Assisted guests with specific cleaning requests and ensured rooms met high cleanliness standards
- Executed deep cleaning and room decoration based on guest preferences.
Education
Tourism Operations Instructor -
German Institute
Skills
- Customer Service Excellence
- Assertive Communication
- Problem Resolution
- Attention to Detail
- Team Collaboration
- Reservation Management
- Sales Support
- CRM & Salesforce Proficiency
- Multitasking & Time Management
Languages
Spanish
English
French
Timeline
Back Office Agent
Iberostar Playa Paraíso
07.2021 - 07.2024
Concierge - Star Prestige
Iberostar Playa Paraíso
06.2016 - 06.2021
Concierge Supervisor
Blue Bay Grand Esmeralda
08.2012 - 06.2016
Telephone Concierge
Santos Caracol Eco Resort and Spa
12.2011 - 07.2012
Housekeeper
Hotel The Royal
09.2010 - 12.2011
Tourism Operations Instructor -
German Institute
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