Sara Durán Moreno
Puebla
Summary
Hospitality professional prepared for advancing hotel operations and guest services. Extensive experience managing hotel activities, improving service quality, and leading teams to achieve goals. Known for fostering collaborative environments and adapting to dynamic situations. Expertise in staff training and guest relations.
Overview
19
19
years of professional experience
Work History
Hotel Manager
Mackinaw Clerical Employment, Inc.
05.2024 - Current
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
Administration and Sales
Saoponarie (Family Business)
08.2020 - 04.2024
- Inventory management
- Designed strategic initiatives to grow and retain revenue stream of assigned complex accounts.
- Generated prospective customers for new business sales.
- Distributed sales information, business cards and promotional information to prospective customers.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
Concierge
The Grand Mayan Vidanta Riviera Maya
02.2019 - 03.2020
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Developed and implemented guest service policies and procedures to drive loyalty and referrals.
- Coordinated ground and air travel arrangements for business and leisure customers to support satisfaction.
- Managed front office operations of busy hotel, delivering 5-star service to cultivate loyalty and satisfaction.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed relationships with local businesses to secure discounts and special offers for guests.
- Trained staff in delivering top-quality hotel services in alignment with hotel reputation and mission statement.
- Created and maintained comprehensive database of local attractions and restaurants to assist personnel in recommending guest entertainment.
- Facilitated guest check-in and check-out processes to reduce wait times and increase guest convenience.
- Handled customer complaints to satisfy and retain guests.
- Assisted with luggage handling, valet services and concierge services.
- Facilitated and coordinated transportation services for guests.
- Assisted guests with variety of services and local attraction information.
- Created welcoming and comfortable environment for guests.
- Scheduled and confirmed restaurant reservations for guests.
- Maintained accurate and up-to-date records of guest information.
Consultant, Sales and Event Organization
Sexy Es Gourmet (Consultoria Integral de Servicios Culinarios y Catering)
05.2016 - 01.2019
- Worked well in a team setting, providing support and guidance.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Resolved problems, improved operations and provided exceptional service.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Applied effective time management techniques to meet tight deadlines.
Quality Management Manager
Grupo Café Plaza
02.2015 - 05.2016
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Developed detailed plans based on broad guidance and direction.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established team priorities, maintained schedules and monitored performance.
Senior Guest Services Officer
Royal Caribbean International, Miami,FL (Barcos Adventure of the Seas, Independence of the Seas, Liberty of the Seas y Navigator of the Seas)
06.2010 - 04.2013
- Set and managed policies for concierge services and guest relations.
- Analyzed customer feedback to identify areas requiring improvement.
- Maintained up-to-date knowledge of products and services offered.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Processed guest payments and provided accurate change.
- Monitored team performance to confirm customer service standards were consistently met.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
Food & Beverage Attendant
Royal Caribbean International, Miami,FL (Adventure Of The Seas, Independence Of The Seas)
06.2007 - 02.2010
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Maintained clean and organized restaurant to comply with hygiene and health regulations.
- Opened, poured and served hot and cold beverages to customers to complement food and dining experience.
- Collaborated with supervisor and servers to discuss logistics and maintain smooth operations.
- Communicated with kitchen staff and waiters to provide accurate, timely information regarding orders and minimize delays.
- Processed payments and provided receipts to establish proof of transaction.
- Assisted with setup and breakdown of events, banquets and parties to comply with logistics.
- Collaborated with other food and beverage attendants to provide prompt, smooth and excellent service.
- Cleared area, cleaned and wiped tables and chairs to remove residue and comply with hygiene standards.
- Provided guests with information about menu items, specials and promotions to provide quality service.
- Operated dishwashers and other kitchen equipment according to safety guidelines.
- Arranged tables and chairs for special occasions and events.
- Checked dining area supplies of linens, wrapped silverware, and replenished low stock.
- Addressed customer complaints and inquiries to verify satisfaction.
- Greeted customers and provided menus upon arrival to dining room.
- Answered customer questions about food and beverage items and assisted with menu selections.
- Assisted customers with carry-out service.
- Engaged in suggestive selling and other sales techniques.
- Delivered exceptional guest experiences through attentive service and quick response to issues.
Operations Assistant
Mayaland Tours
01.2007 - 06.2007
- Assisted with facility scheduling and customer service.
- Managed day-to-day department operations with effective workflow coordination.
- Promptly addressed customer inquiries and complaints to foster swift resolution.
- Prepared and delivered operational performance reports to inform management.
- Collaborated with other departments to foster smooth operation of daily processes.
- Assisted operations manager with planning of routine operations and special projects.
- Managed and maintained file system covering expenses, reports, and support documentation.
- Solved problems timely and effectively, ensuring customer satisfaction.
- Provided administrative support with accurate document preparation and data entry.
Travel Consultant
Viajes Educativos ASATEJ
03.2006 - 08.2006
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Organized trips for individual, family and business travelers.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Completed accurate reservations for business travelers at point of sale.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Collected, handled and documented payments for travel services and associated feels.
Education
M.D. - Sustainable Tourism Management
El Colegio De Tlaxcala A.C.
Bachelor's Degree - Tourism Administration
Benemérita Universidad Autónoma De Puebla, Puebla, Pue.
Skills
- Sales processes
- Strategic planning
- Verbal and written communication
- Analytical problem solver
- Guest complaint resolution
- Guest relations management
- Guest services management
- Cash handling
- Interpersonal communications
- Staff scheduling
Marital Status
Soltera
Personal Information
- Date of Birth: 10/09/83
- Title: Tourism Administrator
Extracurricular Activities
Diplomado en Gestión Cultural y Patrimonio, Benemérita Universidad Autónoma de Puebla, 05/2002, 10/2002
Languages
Advanced,5,Upper intermediate,4
Contact
72590, Puebla Pue.
Education
Puebla, Pue.,Tlaxcala
Languages
Advanced,5,Upper intermediate,4
Languages
English
Spanish
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Hotel Manager
Mackinaw Clerical Employment, Inc.
05.2024 - Current
Administration and Sales
Saoponarie (Family Business)
08.2020 - 04.2024
Concierge
The Grand Mayan Vidanta Riviera Maya
02.2019 - 03.2020
Consultant, Sales and Event Organization
Sexy Es Gourmet (Consultoria Integral de Servicios Culinarios y Catering)
05.2016 - 01.2019
Quality Management Manager
Grupo Café Plaza
02.2015 - 05.2016
Senior Guest Services Officer
Royal Caribbean International, Miami,FL (Barcos Adventure of the Seas, Independence of the Seas, Liberty of the Seas y Navigator of the Seas)
06.2010 - 04.2013
Food & Beverage Attendant
Royal Caribbean International, Miami,FL (Adventure Of The Seas, Independence Of The Seas)
06.2007 - 02.2010
Operations Assistant
Mayaland Tours
01.2007 - 06.2007
Travel Consultant
Viajes Educativos ASATEJ
03.2006 - 08.2006
Bachelor's Degree - Tourism Administration
Benemérita Universidad Autónoma De Puebla, Puebla, Pue.
M.D. - Sustainable Tourism Management
El Colegio De Tlaxcala A.C.
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