Barcelona, Catalonia, Spain
Helping people-centered organizations create meaningful experiences, improve services, and develop empowered teams. Experienced professional with 17+ years in hospitality, healthcare services, and facility management, specializing in creating meaningful user and guest experiences, optimizing service operations, and building cohesive teams and communities. My career spans residential and clinical settings, private healthcare, and coliving environments- where I’ve led multidisciplinary teams, driven service excellence, and implemented people-centered strategies that foster engagement, wellbeing, and operational efficiency. Currently focused on consulting and training within the healthcare and service sectors, I bring: • A deep understanding of user/patient-centered care. • Strong leadership in team development and cultural alignment. • A practical approach to process optimization and service transformation. Certified to train adult professionals in the social and healthcare fields (National CP), I aim to contribute to projects that generate positive impact through innovation, structure, and empathy. I believe in the power of people to transform services. Life is about sharing and making a difference!
As an E&C (Experience & Community) Manager, my role involves fostering a vibrant community at the Outpost co-working and co-living retreat in Sri Lanka. The outpost hosts a diverse range of guests across the globe, from a myriad of professions. Therefore, cultural competency in my role has been key to ensure guest expectations and interests are met. I have aimed to bring this diverse client-base together, to help inspire one another and build a thriving community. Collaborating closely with the operations and marketing teams, I curate engaging experiences, events, and excursions, for example, music nights, community dinners, and guided hiking excursions. Furthermore, I have contributed to social media marketing through documenting events as well as establishing partnerships with like-minded brands and influencers within the local and expatriate community. This network, along with establishing partnerships with local providers has ensured I have been able to offer unique and high-quality experiences and information to guests. My passion for my work stems from my love of connecting with individuals, sharing ideas, and contributing to innovative concepts to enhance community engagement.
Several circumstances converged before I made the decision to take a gap year, and it wasn't something I had initially planned. After dedicating my entire life to caring for others, particularly during the challenging times of the Covid pandemic while working at an elderly care facility in Barcelona, all while pursuing my master’s degree, I reached a point in early 2022 where I knew I needed to prioritize self-care. This led me to embark on a journey to Sri Lanka, a trip that turned out to be truly transformational. Prior to my trip, I had been contemplating a change in my professional career, but it was during my time in Sri Lanka that I realized the necessity of taking a professional break. This experience provided me with the clarity and perspective I needed to recharge and reassess my career path.
As both a General Manager (GM) and Facilities Manager (FM), my mission was to ensure smooth day-today operations. I led multi-disciplinary departments including Housekeeping, F&B, Laundry, Maintenance, and Kitchen. This included overseeing policies and procedures were carried out correctly. Furthermore, I curated an exceptional team, through staff recruitment, training, and fostering a culture of excellence. Hospitality is a fast-paced, and dynamic industry, therefore, my dedication to my role went above efficiency and aimed to deliver and unforgettable experience, ensuring our service-users not only had their needs met, but experienced an environment which promoted their holistic well-being. In this role I thrived on person- centred engagement, with both service-users and staff by nurturing a sense of comradery, supportive team- working, and a shared sense of belonging. This enabled me to facilitate a vibrant community between staff and service-users.
As a Content Manager, I developed and executed content strategies to engage and educate our audience on medical topics, treatments, and healthcare trends. I conducted research to ensure continual professional development in order to stay updated on industry developments and collaborated with medical professionals and designers. This enabled me to create optimized, compelling content. These skills have been transferable for later roles due to the need for delivering engaging, and clear information for a diverse audience within the hospitality industry. As a Customer Service Manager, I oversaw operations to ensure the timely resolution of inquiries, issues, and complaints. I developed and implemented policies to maintain high customer satisfaction levels and provided training to enhance our team's skills. I collaborated with various departments to address customer concerns and enhance the overall user experience.
As a F&B Manager (FM), I was responsible for overseeing daily operations and ensuring staff management. In this role I aimed to co-ordinate seamless team-working, through fostering a nurturing environment, where staff felt supported, this enabled a culture of going above and beyond. Within this role I facilitated staff training, recruitment, and facilitating a high-quality guest experience. As a Nutritionist, I was responsible for ensuring the proper nutrition of patients, by assessing and monitoring dietary guidelines and ensuring these were incline with their personal care-plan. I conducted meetings with the medical and nursing teams and provided daily individual visits for patients with special or critical needs.