Laura Peregrina-Camacho

Led the Rooms Division operation, overseeing Housekeeping, Public Areas, Laundry, Host, Front Desk, Guest Services, Connectivity Center, KidsOnly, and Villas departments.
Responsible for delivering a seamless guest experience, guest recovery, satisfaction metrics, asset management, budgeting, staffing, and the creation and planning of new initiatives.
Focused on enhancing guest satisfaction, consistently achieving top rankings within the company.
Dedicated to building a strong organizational structure, resulting in increased colleague satisfaction and fostering growth opportunities for team members, positioning them as valuable assets to the company.

Pre-opening and integral member of the opening team, responsible for creating Standard Operating Procedures (SOPs), recruiting, and training staff, and designing the Guest Journey experience.
Managed the entire operation and administration of the Guest Experience division, overseeing Front Desk, Concierge, Bellman, Guest Relations, PBX, Ambassador Kids, and Butler departments. Successfully led the Butler Team, a pivotal role in achieving the highest guest satisfaction metrics in the region. Guest Satisfaction Index: Intent to recommend: YTD 2021 93 vs. goal of 85. Achieved 95% in the Ladies and Gentlemen Engagement Survey vs goal of 85%.

Managed the full operation of the Club Tower, including 89 guest rooms, overseeing Front Desk, Housekeeping, and Food & Beverage services.
Played a key role in the conversion of the hotel to a Marriott Vacation Property, contributing to the successful transition process. Developing new operational processes, establishing new standards, and redesigning the Front Office and Housekeeping operations during and after the re-opening.
Led the successful implementation of the GXP Program.
Trained Room Division staff on new standards and brand guidelines.
Increased the Guest Satisfaction Index during the renovation season, particularly among loyal guests.

Managed the Front Desk, Valet, and Bellman teams, leading a newly formed team to meet the high expectations of our most loyal guests.
Implemented a guest recognition program to enhance the loyalty experience, a key factor in maintaining the hotel’s reputation for guest retention.
Successfully led the team to achieve prestigious awards, including the AAA Four Diamond Award in 2016 and the Traveler’s Choice - Top 25 All-Inclusive Resorts, ranking #1 worldwide.

Began as Front Desk Assistant Manager with a focus on financial processes and compliance with guidelines.
Promoted to oversee the satisfaction of Loyalty Program guests, leading the development of pre-arrival contact procedures and guest recognition for repeat guests.
Managed the PBX department and led the creation of the Guest Services Department, including hiring, training, and the development of Standard Operating Procedures (SOPs).
Team Achievements: Awarded Best StarVoice (Associate Satisfaction Index) in Latin America, 2015, achieved the Best GOP in Latin America, 2015 and successfully increased the Elite Appreciation Index from 78 to 86 in 2015.

Participated in the planning and management of Housekeeping operations, including overseeing housekeeper attendants, coordinators, and supervisors.
Transitioned to the Laundry department as Laundry Manager Assistant, where I was fully involved in the purchasing process, budget management, and overseeing the uniforms operation.