Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

HERLYNDA LAZO

Bachelor Degree In International Hotel Administration
Morelia

Summary

I hold a Bachelor's degree in Hotel Administration from Universidad Tecnológica de México. I have 10+ years in customer experience, office management and executive support in different industries such as hotels, tech companies and most recently retail and fashion. My passion lies in bridging operations, HR, and employee engagement to create seamless workplace environments; as well as driving efficiency and enhancing executive productivity.

Overview

11
11
years of professional experience
2016
2016
years of post-secondary education
2
2
Languages

Work History

Support Office Experience Specialist

H&M Hennes & Mauritz
01.2025 - Current
  • Overseeing office maintenance and cleanliness
  • Managing the budget and expenses related to the daily office operations
  • Organizing events and activities in the office such as team meetings, birthdays, farewells, etc
  • Purchasing and inventory of snacks and office supplies
  • Assisting with onboarding new hires

Executive Assistant to Director of Global Operatio

Qualtrics
05.2024 - 01.2025
  • Managing executive calendars, scheduling meetings and appointments
  • Coordinating travel arrangements for the executives
  • Taking care of the travel and office expenses by the executives
  • Planning activities with the executives' teams
  • Helping out with events at the office such as our monthly All-Hands, or visits from other teams ad executives

Workplace Specialist

Wizeline
02.2022 - 02.2024
  • Managing the budget for the operation of the office (inventory and invoices)
  • Planning and coordinating events at the office such as tech meetups, Town Halls, team meetings, and recreational activities
  • Following up on requests by the employees in the office and on our ticketing system
  • Managing access to the office, welcoming, and assisting employees, clients, vendors, etc
  • Onboarding to the new hires

Guest Experience Manager

Wyndham Grand & Esplendor by Wyndham
10.2021 - 02.2022
  • Part of the Pre-Opening hotel team as a Front Office leader
  • Planning team structures
  • Creating job descriptions for the Front Office Team
  • Developing Standard Operating Procedures
  • Weekly walkthroughs during the pre-opening of the hotel

Customer Experience Manager

JW Marriott Mexico City
09.2019 - 10.2021
  • Assisting guests´ special requirements and creating memorable experiences for them
  • Analyze and strategize based on the feedback platforms such as Medallia, Tripadvisor, and Social Media
  • Following up on complaint from the guests
  • Manager on Duty
  • Worked with the Executive Chef to create and send amenities for our rewards program members and VIPs

Customer Experience Supervisor

JW Marriott Mexico City
06.2018 - 09.2019
  • Welcoming VIP guests and following up on their requests
  • Served as a Lobby Ambassador weekly and during special holidays
  • Assisting the General Manager with any assigned projects
  • Communicating other areas about the VIPs in house and their requirements
  • Developing action plans to improve customer service throughout the hotel

Front Desk Supervisor

JW Marriott Mexico City
07.2016 - 06.2018
  • Welcoming guests and helping them with their check in and check out processes among other requests
  • Interviewing, hiring, and training of new members of the front desk team
  • Reviewing of the monthly upselling
  • Coordinating weekly team schedules based on the hotel occupancy
  • Planning monthly team meetings

Front Desk Agent

JW Marriott Mexico City
10.2014 - 07.2016
  • Check in and check out of hotel guests
  • Room assignment based on guests´ preferences and rewards program levels
  • Enrollment of guests to the company rewards program
  • Daily operation reports for the hotel
  • Assisted hotel guests with any requirement at the front desk

Education

Bachelor of Science - International Hotel Administration

UNITEC Universidad Tecnológica De México

International Diploma for Hotel Management - undefined

Blue Mountains International Hotel Management School

Skills

    Administrative Support

    Customer Service

    Customer Experience

    Employee Engagement

    Events Coordination

    Expense Reporting

    Schedule & Calendar planning

    Office Management

    Problem Solving

    Working with vendors

    Problem Solving

    Working with vendors

Awards

  • Front of the House Associate, 11/01/15, JW Marriott Mexico City Hotel
  • Standing Ovation, 02/01/16, JW Marriott Mexico City Hotel
  • Standing Ovation, 06/01/17, JW Marriott Mexico City Hotel
  • Supervisor of the year, 2017, JW Marriott Mexico City Hotel
  • The Spirit to Serve Award, 2018, Marriott International
  • The Spirit to Serve Award, 2020, Marriott International
  • Awesome Award Winner, Q3 2022, Wizeline

Timeline

Support Office Experience Specialist

H&M Hennes & Mauritz
01.2025 - Current

Executive Assistant to Director of Global Operatio

Qualtrics
05.2024 - 01.2025

Workplace Specialist

Wizeline
02.2022 - 02.2024

Guest Experience Manager

Wyndham Grand & Esplendor by Wyndham
10.2021 - 02.2022

Customer Experience Manager

JW Marriott Mexico City
09.2019 - 10.2021

Customer Experience Supervisor

JW Marriott Mexico City
06.2018 - 09.2019

Front Desk Supervisor

JW Marriott Mexico City
07.2016 - 06.2018

Front Desk Agent

JW Marriott Mexico City
10.2014 - 07.2016

International Diploma for Hotel Management - undefined

Blue Mountains International Hotel Management School

Bachelor of Science - International Hotel Administration

UNITEC Universidad Tecnológica De México

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HERLYNDA LAZOBachelor Degree In International Hotel Administration