Palma, Balearic Islands, Spain
Luxury hospitality professional with over 10 years of experience in high-end and five-star boutique hotels, currently leading Front of House operations in one of Spain’s most prestigious luxury properties in Palma de Mallorca. Proven expertise in managing VIP client relationships, leading multicultural teams, and implementing operational and training initiatives that drive service excellence and staff development. Experienced in developing procedures, KPIs, and cross-departmental projects, ensuring alignment with corporate objectives and brand standards. Fluent in Spanish, English and Dutch, with a strong focus on strategic management, talent development, and high-value client engagement.
- Led the full opening of the hotel, designing and implementing Front of House operations and building a high-performing team - Oversee the full employee lifecycle for Front of House teams, including recruitment, onboarding, training, performance management, and team engagement. - Foster a culture of continuous learning, accountability, and engagement through coaching, feedback, and team-building initiatives. - Design and implement operational procedures, service standards, manuals, and training materials (written and video-based) to support consistency and scalability. - Develop staffing plans, schedules, and workforce strategies aligned with business needs and service standards. - Worked closely with senior leadership and cross-functional departments to align operational performance with brand values and business objectives.
- Supporting daily hotel operations, brand consistency, and guest satisfaction - Managed all VIP guest journeys, special requests, press trips, and high-profile stays, ensuring exceptional and personalized service delivery. - Coordinated small events and group stays, liaising with internal departments to ensure seamless execution. - Coordinated weekly operational meetings, aligning departments on priorities, service standards, and performance outcomes. - Resolved guest complaints with discretion, empathy, and a solutions-oriented approach.
- Supervised Front Office department, ensuring operational efficiency, service quality, and staff development. - Supported cross-functional departments including Guest Experience, Reservations, Sales & Revenue, enhancing interdepartmental coordination. - Implemented processes and controls for reservations, occupancy, and revenue management. - Monitored KPIs, pick-up trends, and revenue metrics, providing insights for performance optimization. - Coached and trained team members, promoting talent growth and alignment with brand standards.
- Led the opening of the hotel, establishing operational procedures, checklists, and departmental standards. - Developed and implemented training programs for all Front Office personnel, including cross-training and retraining initiatives. - Implemented process improvements and operational protocols, enhancing team efficiency and service quality. - Oversaw departmental performance, including KPIs, staffing plans, shift scheduling, and vacation planning. - Managed VIP guest relations and high-value client requests, ensuring exceptional service quality.
- Managed high-value client interactions, including VIP guests and complex itineraries. - Coordinated with agencies, travel partners, and internal teams to ensure seamless service delivery. - Maintained accurate reporting and billing oversight, collaborating with accounting. - Provided strategic guidance and information to clients, enhancing overall experience and satisfaction.