Summary
Overview
Work History
Education
Skills
Languages
Timeline
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RUBÉN IVÁN HERNÁNDEZ ALVARADO

RUBÉN IVÁN HERNÁNDEZ ALVARADO

Playa del Carmen

Summary

Professional with more than 7 years of experience in the administrative area and experience in guest service with the highest quality standards, I am a proactive person who works based on goals and always prioritize the learning that I can get in a company, I am focused on continuing to grow professionally within an organization and contribute to the development of their projects or objectives.

Overview

4
4
years of professional experience

Work History

Destination Experience Representative

WestJet Vacations/ Nexus Tours
10.2023 - Current
  • Auditing the quality processes in the service offered by the airport and hotel representative.
    Remote work but also assist the guest in case of emergencies (accidents, thefts, deaths, etc.)
    Respond to guest incidents during their stay at the destination and post travel.
    Provide training to all Nexus Tour workers (500 employees) every 2 months through groups of 50 people.
    Constant meetings with the Canada team.

    Change of flights, quotation for extension of stay, quotation and coordination for hotel changes, quotation for upgrading the seat on the plane.
    Accepting payments via phone.
    interpersonal relationships with partners (hotels, suppliers and DMC)
    Inspections of hotel facilities to update information.
    Knowledge in B2C, B2B, CRM SYSTEM and MS office.
    Ability to multi-task and use multiple software(s) concurrently.
    Coordination of cancelled and/or delayed flights.

Vip Concierge

VIDANTA Grand Bliss
03.2023 - 10.2023
  • Room allocation, knowledge of overbooking, check in, check out, stay over, credit limit, extensions, conflict resolution.
  • Creation of reserves, use of AAA Standards and Forbes Standars, experience with high-quality luxury resort guest services, RoomCheck, SegurityCheck, Crystal audit , EarthCheck.
  • Resolution of discrepancies with reservation, cash management and deposits, shift supervision and supports all property operations.
  • Train staff.
  • Answer emails before and after arrival of guests regarding.
  • Questions about their booking.
  • Responsible for managing vacation of V.I.P guests throughout their stay.

Front Desk Manager

Fairmont Tremblant
05.2022 - 02.2023
  • Manage all aspects of Front Office, Bell, and parking booth operations including scheduling, training, coaching, performance management, guest service, etc
  • Acts as an ambassador of the Hotel.
  • Leads by example, trains and coaches team to provide excellent, memorable guest service and complete front desk procedures.
  • Effectively manage and forecast rooms sold to achieve the highest occupancy and guest satisfaction.
  • Follows up and responds to positive and negative reviews, surveys, comments and feedback via phone, email, software and in person.
  • Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Ensures employees understand guest service expectations and parameters AAA and Ford Standards

Front Desk Supervisor

Fairmont Tremblant
03.2021 - 05.2022
  • Credit hold at check-in
  • carry out the registration process according to AAA standards.
  • accustomed to rotating schedules in all 3 shifts.
  • to make charges for stay.
  • conduct mid-stay courtesy calls to conduct guest satisfaction surveys.
  • make restaurant reservations, itinerary and support for airline tickets and transportation, as well as information regarding the hotel or incidents you may have in your room.
  • address by last name and provide a personalized service depending on the guest's needs.
  • Knowledge of complex processes such as policies on emotional support pets, guests with disabilities.

Receptionist

Iberostar Tucan & Quetzal
11.2019 - 01.2021
  • Check in, check out, stay over , overbooking , room charges , currency exchange
  • Perform guest in-room check in process including room orientation.
  • Coordinate and ensure guests services such as dinning reservations, bonfire,excursions, among others.
  • Recognizing celebrations such as birthdays, honeymoon, anniversaries, etc.
  • Coordinate guest transportation from the airport to the hotel and back.
  • Knowledge in luxury service.
  • Inspect rooms that have been reported for maintenance.
  • Check that all e-mails received are replied to according AAA Standards

Education

UQROO University
Playa Del Carmen, México

CECYTE High School
Playa Del Carmen, México

CONDUSEF Government Of Mexico
Playa Del Carmen, México

Skills

  • Ms Office
  • Facture app
  • Google drive
  • New hotel
  • Inssist
  • Open table
  • PinV2
  • Opera
  • TTS
  • TRENGO, XHUB

Languages

English B2
French B1
Spanish Native

Timeline

Destination Experience Representative

WestJet Vacations/ Nexus Tours
10.2023 - Current

Vip Concierge

VIDANTA Grand Bliss
03.2023 - 10.2023

Front Desk Manager

Fairmont Tremblant
05.2022 - 02.2023

Front Desk Supervisor

Fairmont Tremblant
03.2021 - 05.2022

Receptionist

Iberostar Tucan & Quetzal
11.2019 - 01.2021

UQROO University

CECYTE High School

CONDUSEF Government Of Mexico

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RUBÉN IVÁN HERNÁNDEZ ALVARADO