Customer Experience Manager
Hotel 101 Park House
Feb 2012 - Jun 2015 (3 years 5 months)
Five star boutique hotel. Winner of the World Travel Awards as “South America’s Leading Boutique Hotel”. Sales and Marketing Department.
> Lead the customer experience and service team (3 persons).
> Design customized experiences and complimentaries for guests, increasing the returning guest percentage from 39% to 52%.
> Design monthly advertising campaigns, manage relationships with advertising media (print and digital), brand positioning events, loyalty programs and partnerships.
> Assess and address the response for every guest complaint and requirement ensuring every feedback opportunity and guest satisfaction, identifying and proposing improvements in procedures.
> Advice and supervise the graphic design of all visual communications