Hellen Guillen

Con más de 5 años en la industria me encuentro en busca de una nueva oportunidad laboral en mi pasión más grande que son los hoteles y la industria en general.

HOUSEKEEPING SUPERVISOR
Westin Palace Madrid, Nov 2022 - April 2023
Assist and coordinate a team of a minimum of 20 people in a hotel of more than 400 rooms with the supervisor team.
Act as a point of reference for the housekeeper's team during their shift.
Manage lost and found property from guests and be part of the logistics to return their property.
Work closely with other departments to ensure the day's success and meet the guest's expectations and needs. • Supervise and inspect the rooms using attention to detail to detect possible flaws in the rooms.

DUTY MANAGER
Motto By Hilton Washington DC. April 2022 - Nov 2022
Acted as the first point of contact for all the pre-arrival guest needs, including arranging requests, and credit card authorization for companies, groups, etc.
Cov shift when called upon and performed all guest tasks.
Acted as a point of contact to our front desk team as a leader, answering their questions and requests.
Handle guest complaints and other related problems.
To be responsible for front office operations during the absence of the Front Office Manager.

MANAGEMENT IN TRAINING PROGRAM FRONT OFFICE
Motto By Hilton Washington DC. Oct 2021 - April 2022
Investigated guest challenges and sources of dissatisfaction to offer a timely resolution. • Used internal software to process reservations, check- ins, and checkouts as a supervisor front desk agent.
Completed regular cycle counts and inventory audits.
Night audit manager on duty.
Support and assist with supervising all front desk operations, including building a positive team and developing Gallup strengths organizational leadership skills

FRONT OFFICE AGENT
Hotel B&B Tarragona Centro Urbis. April 2019 - April 2020
Helped guests through check-in/out processes.
Billing events and groups.
Preparing groups and rooms for their arrival.
Revenue management (set prices in different seasons). • Answered the phones and addressed questions from incoming or potential guests. Worked high-occupancy weekends when the property when through 100% room turnover.

FRONT OFFICE AGENT FOR TOURISTICS APARTMENTS
Bettatur Serveis Turistics. Nov 2016 - Sept 2018
The first interaction with the hospitality industry.
Assisted guests during their check-in and check-out process. Reservations and booking assistant.

2021 – Present Master’s degree in corporate communication, protocol, and events: Universitat Oberta De Catalunya.

2020 – 2021 Master’s degree in marketing and management for luxury tourism: Les Roches Global Education Marbella.
 

October 2019 – February 2020 Postgraduate degree in revenue management and digital marketing: CETT Barcelona School of Tourism, Hospitality, and Gastronomy
 

2016 – 2019 Tourism degree: Universidad Rovira i Virgili de Vila Seca.
September 2013- June 2015 Upper cycle in the guide, information, and tourist assistance: Escola de Turismo Bettatur