Alicia Pérez Calero
10 Heißstr- München
(Tel): - / (Email):-
PERSONAL STATEMENT:
A fully committed, capable and confident innovative thinker, who possesses the required vision, ability and drive necessary
for the successful operation of any company. A highly organized and consistent individual who can quickly comprehend
complex scenarios and problem solve. Now seeking to harness over four years of experience in the international air travel
industry and over 3 years of practical managerial, retail and customer service experience in a position that will utilize my
strengths and further develop my skills.
PROFESSIONAL EXPERIENCE:
(Feb 2019– Actuality) Client Success Manager, TrustYou, Munich.
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Direct contact to potential clients
Introduce clients on how to work best with the product during online trainings.
Proactively engage with existing clients.
Technical and Product Support to clients.
Technical aptitude and ability to learn software programs
Issue tracking and product development tools like JIRA (IT topics)
Support in testing existing and newly developed product features
Salesforce software experience.
Direct link between clients and the product team.
Internal product trainer and help with the onboard of new team members
Create new help videos and articles to the Help Section
(Dec 2018–Feb 2019) Front Office Receptionist 7 Days Premium Hotel, Munich.
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Develops a strong knowledge of the hotel's facilities and services and of the surrounding
community.
Carry out all the day-to-day Front Office operations associated with the guests
Provides guests with information about attractions, facilities, services, and activities in or
outside the property.
Ensure guests are attended quickly and any complaints handled tactfully and diplomatically
Ensure that all guests who stay at the hotel are completely satisfied and all interactions with
them are handled in a very professional manner
(Nov 2017–June 2018) Branch Operations and Marketing Manager, We Share Cities, Madrid.
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Supervise the day to day operational functions of the branch
Hiring, training, and retention of the staff
Expense Control
Maintain high customer service standards
Resolve customer service issues
Review daily reports
Manage staff, prepare work schedules and assign specific duties
Plan and direct activities such as sales promotions, social events
Responsible of Social Media Marketing
Responsible of Reservation department and Managing Booking, TripAdvisor and Airbnb
Extranets.
(July 2015 – Nov 2017) Guest Service Manager/ Duty Manager, Blakes Hotel, London.
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Managing the FOH´s Reception Team
Responsible for site inspections and potential clients for Corporate & Events at weekends.
Responsible of Shows arounds and ambassador of the Brand
Responsible Starwood Guest and Loyalty program
Working with Heads of Department in archiving the revenue and guest satisfaction targets
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Ensuring all legal requirements are followed regarding health and safety, licensing and fire
safety
Training team members, and ensuring that all training is recorded
Lead, Management, and work with all members to ensure the department´s objectives are
achieved
Familiar with operations of the Hotel including Events.
(Oct 2014 – June 2015) Front Desk Supervisor, Blakes Hotel, London.
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Develops a strong knowledge of the hotel's facilities and services and of the surrounding
community
Greets the VIP guests of the hotel. As directed by the Guest Service Manager, Performs
special services for VIP Guest’s.
Carry out all the day-to-day Front Office operations associated with the guests
Provides guests with information about attractions, facilities, services, and activities in or
outside the property.
Ensure guests are attended quickly and any complaints handled tactfully and diplomatically
Ensure that all guests who stay at the hotel are completely satisfied and all interactions with
them are handled in a very professional manner
Assistant duty manager to complete all activities related to the operations of a hotel
(Aug 2013 – Oct 2014) Guest Service Agent, ME London Hotel by Meliá Hotels International:
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Assist the Guest efficiently, courteously and professionally in all Front Office Duties, as per
internal procedures.
Carry out all the day-to-day Front Office operations associated with the guests.
Ensure that all guests who stay at the hotel are completely satisfied and all interactions with
them are handled in a very professional manner.
Ensure that the quality of the service offered to the guest is in accordance with company and
Brand standards.
Ensure that the guest service is excellent so that he/she will return to the hotel.
Know the services offered by the hotel and encourage the guests to use them during the
stay at the hotel
Ensure that the service offered, and the provisions provided to the guests are up to company
standard.
Register check in and departures of all individuals and groups.
Perform any other duties that may be assigned from time to time by supervisors in the both
properties.
(Aug 2012 – July 2013) Assistant Manager/ Meeting Point Manager, Sandemans New Europe, Ltd:
London, England
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Fielded and executed tasks delegated by the City Manager such as daily operations and cash
flow.
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Provided support to the manager in the planning and executing of all activities and tasks,
providing feedback and support to the decision-making process, by highlighting the impact,
risks and consequences of any managerial decisions.
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Capable not only of directing and delegating workloads, but also, as working as part of a
team, motivating others and following directions to meet common goals and deadlines.
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Served as an intermediary between corporate headquarters and freelance tour guides.
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Consistently updated work colleagues and reported back to superiors on business
performance, new initiatives and related issues throughout the day.
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Responsible for the distribution of marketing materials, building good will, loyalty and solid
relationships with hotels and other marketing and industry partners.
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Ensured the smooth running of daily tours, often stepping in to assume full responsibility of
the operation of the city in the absence of the City Manager.
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Audited business partners, freelancers, and promoters to ensure compliance with all
Sandman’s quality expectations and standards of operation.
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Independently directed and carried out daily social media updates and activities, building
customer base, highlighting promotions and expanding consumer market on social media
platforms such as Facebook, Flickr and twitter.
(June 2011-July 2012) Meeting Point Manager, Sandemans New Europe, Ltd: Madrid, Spain.
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Responsible for conducting daily operations, organizing business partners, fielding customer
requests and handling impromptu customer service issues and reporting back to city manager
on an hourly basis.
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Handling all day cash flow, incoming funds, customer receipts and checks and balances for
daily tours.
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Responsible for training of new staff, providing mentorship, guidance and support in the
development of new employees.
Established communication protocols throughout company hierarchy for operating
procedures to ensure smooth daily operations.
Assisted in carrying out daily social media updates and activities, building customer base,
highlighting promotions and expanding consumer market on social media platforms such as
Facebook, Flickr and twitter.
July 2006-Oct 2010 Air Cabin Crew Member, SPANAIR: Barcelona, Spain.
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First and foremost, responsible for assuring the safety of the guests prior to take-off, during
flight and in landing of the aircraft.
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Provided administrative support for international flights including: verifying boarding passes
and directing passengers through security procedures.
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Ensured passenger safety and satisfaction according to FAA, Civil Aviation and SPANAIR
standards on Airbus 320, 321, Boeing 717, McDonald Douglas 82, 83 & 87 aircrafts.
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Competent at treating guests with care and compassion and strived to make their experience
a pleasant one.
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Ability to keep guests calm and diffuse any stressful situations and diplomatically deal with
any unexpected issues during flight.
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Supervised and coordinated activities of the flight crew and acted as team member, assisting
others as needed during flight.
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Completed 160 hours of extensive flight training that covered the skills and tools needed by
today’s international aviation flight attendant.
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Took part in yearly continuing education conferences and training programs to stay updated
on current industry standards and license requirements.
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Compiled record information and produced various reports on flight delays, schedule changes
and communicated information to guests as appropriate.
(2009 & 2010) Assistant Project Manager, Alex & Alex: Stockholm, Sweden.
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Travelled to Sweden on behalf of Euro Aula Company Ltd. to promote flight attendant training
programs and language courses for potential recruits.
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Developed compelling presentations for ‘Open Day’ conventions in order to stimulate interest
and garner inquiries into the air-training academy.
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Gathered information of new potential recruits for the air academy in Barcelona and reported
back on prospects and future enrolment.
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This was seasonal employment, which I conducted annually.
EDUCATION:
(2010) University Degree in Tourism. Universidad Oberta de Catalunya, España. Currently studying.
(2011) Intensive Ofimatica Course (Word, Excel, Power Point). Discovery Formation Madrid, Spain.
ADDITIONAL INFORMATION:
Languages
Spanish: Native Speaker
English: Fluent Spoken, Intermediate Written (ELT Course, London England, 2005)
Italian: Basic Knowledge (Italian Corso, Firenze, Italy 2007)
German: ´´ Deutsch Academy ´´ München. Level A2. Currently learning.
Interests: I’m an avid reader, with a passion for languages and travel.
Further information and references are available upon request
