Eva Marti

Ensure that Customer Service meets its SLA, properly allocating and distributing resources as needed. Establish, monitor and report on actionable metrics and KPIs. Mentor and Train the Customer Service Staff in best practices. Ensure that Customer Service is meeting its quality metrics. Use reporting tools and analytics to make recommendations and implement plans to reduce workload and ticket count. Developing strategies to improve customer suppor

Hiring, training, supervising, and developing team members. Ensure that proper service is provided to the customers in all circumstances. Handle customer complaints. Managing budgets, maintaining statistical and financial records. Promoting and marketing the business. Responsible for the constant renewal of offer. Searching and negotiating with third party vendors. Ensuring compliance with health and safety legislation and licensing laws: Implementation of ISO 9000.

Executive assistant to the General Manager. Supervisor of the hotel staff: Effectiveness, time keeping, general performance. Close interaction with customers to ensure their satisfaction. Entertainment program organiser and hotel entertainer (including weddings). Handle customer complaints.

Build up a complete new team for all the hotel departments. (change management: staff retention and new hiring) Make sure that all the customers are satisfied by interacting with them on a daily basis. Conduct employee performance evaluations, control staffing. Manage and coordinate the food & beverage operations. Responsible for hotel’s P&L, guest satisfaction. Ensure the property is well maintained and that all mechanical equipment was in good working order. Handle customer complaints.

Personal assistant Preparation and communication of documents Administrative tasks