julieta alcalá

Guest Experience Manager, overlooking Brand Standards, Quality, and all aspects of the Sensorial Architecture of the hotel.

Leading the Front Office and Food and Beverage operation of the Club InterContinental Lounge

Prospecting, creating and maintaining commercial relationships with the segments assigned. Responsible for achieving the sales goals.

Working in conjunction with the Guest Relations and Quality Management.

Certified as ISO Auditor September 2013 Monitoring the accomplishment of the Brand Standards, SOP´s, ISO Conducting and monitoring the Internal Auditors Team to assure the accomplishment of the Brand Standards and SOP’s through the ISO and Brand Audits Contributed to the LRA Inspection –Review and Implementation of the Brand Standards and Foundational Standards Monitoring the Trip Advisor Monitoring the Guest Satisfaction Index Follow Up of the Action Plans with the Head Departments Preparation and Presentation of Statistics of Audit Results and Guest Satisfaction Index to the Hotel Manager and Department Heads Reporting to the Hotel Manager and the Brand and Service Excellence Management

In charge of the operation of the St. Regis Butler department, conformed by ten team members, and providing the St. Regis Signature Services to the Hotels guests. Personally taking care of VIP guests (Dignitaries, Celebrities, Government and Official Visits). Management duties involved annual departmental budget, brand standards compliance within the team, departmental trainings, weekly shifts, and Staff evaluations. Part of the MOD Annual Program.

* Welcoming guests * Arrival Experience: Check In * The Farewell: Check Out * Customer Service * Cashiering

Responsible for VIP Guests Treatment, Starwood Corporate Customer Service, Guest Relations, Guest Recognition , Guest Recognition Activities, Guest Satisfaction Index, Brand Standards, Internal and External Audits, Management Action Plan. As Guest Recognition Manager I contributed to the implementation of the corporate tool to register Guest Preferences. Part of the MOD Annual Program. Part of the Pre Opening and Opening Team of the Hotel in 2009 Reporting to the Director of Rooms and to the General Manager in all related to the Quality Management

* Responsible for VIP Guests Treatment, Starwood Corporate Customer Service, Guest Relations, Guest Recognition, Guest Recognition Activities, Guest Satisfaction Index, Brand Standards, Internal and External Audits, Management Action Plan. * In charge of the Butlers Team providing service to the elite section of the hotel. * Part of the MOD Annual Program. Reporting to Hotel Manager