Helping standardize processes in work teams by adapting and adopting learning as a tool for change | creates insightful initiatives to make the client feel at home, ensuring safe and efficient operations

Coordinated several groups of reservations agents, working closely with their reservations managers, to implement and follow up on strategies to exceed goals set for the year. 
Provided training and work assignments to Reservations Managers; accompanied teams to actively achieve personal and team related revenue goals.
Responsible for driving the Home Office pilot and later the first Home Office team with 200+ phone associates and 7 reservation managers working from home. 

Achievements: Implementation of the first remote team for CEC Marriott in Mexico. ? Execution of strategies to improve the NPS with a 6% improvement.
Standardization of processes in remote teams to reduce call time by approximately 20 seconds in reservation associates.

Drove customer loyalty by delivering service excellence throughout each customer experience. 
Offered services to customers in order to grow the share of the account on behalf; responsible for soliciting and managing reservations sales-related opportunities.
Handled most of the complaints received by hotel properties about issues linked with guest reservations booked through the Customer Engagement center.
Head of the Site Support team to ensure all associates are connected and ready to work in the task assigned in their daily schedules.
Managed the training team that overseas all new hires providing training for classes between 20 to 35 associaets each 
Created and analyzed data reports, to share with General Management and Reservation Managers to implement and follow up on strategies to improve results. 

Achievements: Development of a call guide for reservation agents which was implemented globally and used for at least two years.

In charge of maintaining a high level of quality within the reservation sales office, fully understanding the importance of servicing all Marriott customers/guests.
Focused on quality, productivity and associate motivation with emphasis on sales training and cross selling of all brands.
Responded sensitively to the needs and feelings of others, regardless of status or position; accepted interpersonal differences and fostered a constructive rapport with all associates and customers/guests. 

Achievements: Obtained continuous team improvement while continuously focusing on meeting and exceeding goals set for the calls answered percentage. 
Handled a team of 35 reservation associates.

Processed all reservation requests, changes, and cancellations received by phone, or mail. 
Verified all reservation information with callers to ensure accuracy, as well as availability of room type and rate.
Answered questions about property facilities/services and room accommodations; explained guarantee, special rate, and cancellation policies to callers.
Assisted management in training, motivating and coaching new hire employees. 

Achievements: Followed up on innovative sales techniques to maximize revenue, covered the new hires training for 6 classes between 10 and 25 trainees.

Coordinated tasks and work with other departments, serving as a departmental role model or mentor; assigned and ensured work tasks are completed on time and that they meet appropriate quality standards. 
Supervised accuracy of room blocks, reservations, and wholesalers market codes.
Assisted management in training, motivating and coaching new hire employees. 
Achievements: Followed up on innovative sales techniques to maximize revenue.

Conducted stand-up training to groups of employees for the opening of new or converted hotels; assisted with orientation of new employees. 
Participated with design and development of training programs; developed training aids and multimedia tools to present training material.

Achievements: Developed reservation system courses for 12 newly opened hotels in the national territory and 2 in Latin America, as well as 1 brand conversion to the portfolio for 170+ people in positions from front desk to sales management.

Processed all reservation requests, changes, and cancellations received by phone.
Identified guest reservation needs and determined the appropriate room type.
Verified all reservation information with callers to guarantee accuracy, as well as availability of room type and rate; explained guarantee, special rate, and cancellation policies to callers.
Processed all reservation requests, changes, and cancellations received by phone.
Identified guest reservation needs and determined the appropriate room type. Verified all reservation information with callers to guarantee accuracy, as well as availability of room type and rate; explained guarantee, special rate, and cancellation policies to callers.

Responsible for ensuring that the integrated software solution is delivered in a timely manner and with the best quality, on budget, and to customer satisfaction.
This involves working closely with the customer to understand and manage their expectations, as well as working closely with other vendors.
Problem solving with assistance and guidance in understanding and applying company policies and procedures.

Account management, tenders, contract review, meetings with clients and business partners, closing sales, post-sale follow-up, financial marketing activities, teamwork with collaborators outside the country, strategic planning for the fiscal year.