Stephania Guerrero Bueno

• Designed and executed comprehensive experiential programs for the resort, including F&B, wellness, fitness, kids activities, and sports.
• Provided personalized service to VIP guests and curated specialized amenity programs for them.
• Developed strong relationships with repeat guests, resulting in increased loyalty and return visits.
• Implemented a program for tracking, counting, and controlling complaints and issues at the property, aiming to identify negative experiences and enhance guest satisfaction.
• Played an active role in resolving guest complaints, leading to increased satisfaction scores and positive feedback from guests.
• Achieved a notable 2.22% increase in RPS for 2023 compared to 2022, resulting in a final score of 93.39%.
• Elevated hotel ranking to top 5 on Trip Advisor in Cartagena and achieved a 149% growth in Trip Advisor volume within one year.
• Secured Forbes Travel Guide Recommended Property recognition as a "Recommended" property for two consecutive years.
• Ensured adherence to brand, chain, and LQA standards for quality control.
• Developed and implemented internal audit programs, measuring effectiveness of action plans.
• Worked closely with organizational leadership and board of directors to guide operational strategy.

- Conducted hotel-wide training on brand and chain onboarding program, encompassing 400 employees, ensuring a comprehensive understanding of service standards from the outset.
- Assisted Area Managers in developing trainings aimed at improving mystery shopper results, fostering a culture of excellence and guest satisfaction.
- Provided training to outsourced hotel service providers to ensure consistency in quality and luxury service, maintaining high standards across all aspects of guest experience.
- Successfully obtained Forbes Travel Guide Recommended Property for 2022, highlighting the hotel's commitment to excellence and superior service.
- Established a cross-training program for hotel ambassadors, covering transversal service standards, promoting a cohesive service approach across departments.
- Developed on-site trainings for various areas including rooms, restaurants, bars, beach, and pool service, facilitating better incorporation of information and service standards through hands-on practice.
- Achieved growth in LQA and Forbes evaluation results compared to those received at the beginning of 2022, with Forbes increasing by 4% and LQA by 3%, demonstrating continuous improvement and dedication to excellence.

- Wedding, leisure, corporate, and incentive group quoting.
- Execution of Banquet Event Orders (BEO).
- Group entry into Opera, closing of group accounts, and group billing.
- Customer inspection visits.
- Commercial follow-up with clients.

- Developed and coordinated the first Jewish wedding at the hotel, including management of Kosher dietary requirements.

• Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
• Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
• Resolved guest issues promptly, resulting in positive feedback and return visits.
• Managed all cases of reservation cancellation, modification, and refund during the Covid-19 pandemic.