Carlos Orbea

• Proactive and Reactive Sales overall, strategy, quoting tools, quoting process, FUP, qualifications procedures, personalization OBFs. • Contracts, Key negotiations points, practice proposal, group decision, shadowing of daily tasks. • Pickup online, segmentation, contracts, group and individual reservations, procedures, channels, packs, conditions and concessions.

• Responded to all guest queries, maintaining consistently Leading Quality Assurance (LQA) high standards. • Built strong relationships with guests with positive reviews on Trip Advisor, Booking and other platforms. • Awarded as Upselling Champion by exceeding all time record of upselling in the hotel. • Solved issues acting as Duty Manager when needed to maintain outstanding customer service.

• Took care of guest satisfaction at the exclusive Intercontinental Club Lounge. • Examined arrivals for special requests and made appropriate room allocations working with Housekeeping, Room Service, and other departments. • Monitored quality for members of IHG rewards club, creating recovery services when needed. • Exceeded monthly enrollment goals to our loyalty program.

• Maximized hotel revenue up-selling and cross-selling hotel facilities, exceeding monthly upselling goals. • Exhibited continuously excellent multitasking skills working under pressure. • Completed concierge duties such as tours or dining reservations as well as providing accurate directions to specific places considering the preferences of the guest and accomplishing their expectations.

• Handle registration and room assignment of the hotel guests through OnQ PMS system. • Acknowledge Hilton HHonors memberships, and deliver guest service beyond the expectations of the guests by paying attention to small details of their needs. • Responsible for booking and scheduling airport shuttles to Miami and Ft. Lauderdale cruise ports for guest satisfaction. • Communicated guests’ room problems to housekeeping and maintenance staff with a follow-up to make sure the issues were resolved