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Santa Cruz de Tenerife
Mercedes Ojeda Baquero

Mercedes Ojeda Baquero

Customer service through detail and excellence
Santa Cruz de Tenerife, Santa Cruz de Tenerife
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Sobre Mercedes Ojeda Baquero:

I studied Hotel Administration and Management in Switzerland and most of my career has been as Hotel Manager but over the years I have realized that my passion is the Hotel Industry in general. Attention and personalized service is my greatest strength, in addition that I concern, above all, the operational part of the job, that is, the day-to-day, being with the guests, the teams, organizing and getting things done, each little task counts for an excellent service. I want to keep learning and exploring new positions.

Because of personal family reasons 6 years ago, I moved north to Santa Cruz, the capital of Tenerife, setting my professional career to a side. I am originally from here, although I pack quickly since I have always considered myself a “world's citizen”.

Since some time ago I have been thinking about what I want to do for the next 10-15 years of my working life as I am again 100% ready to resume my professional career. I have full time and geographic availability and plenty of energy and passion. I am available for any position for which you think I may fit. I am very hardworking, humble and flexible. And it will be such an HONOR to be part of the Cruiseships family!

Experiencia

Since July 2017 

ATOS Global Delivery Center Canarias S.L. (Tenerife North, Spain)

SERVICE DESK AGENT

Provides support to end users of IT services. Troubleshoot customers' issues, carry out network repairs and collaborate with other technical profiles to help solve customers' incidents and requests.

 

October 2015 – June 2017

CENTURY 21 Asten (Arona, Tenerife South, Spain)

REAL STATE AGENT

Assist buyers, sellers, and renters of properties throughout the transaction process from minute 1 to the moment the transaction was closed.

 

January 2015 – September 2015

HOTEL JARDÍN TROPICAL 4* (Adeje, Tenerife South, Spain)

GUEST RELATION MANAGER & HOTEL MANAGER (Stop working there as hotel went on sale)

First 3 months I was covering Guest Relation Manager, who was in Maternity leave, taking care of guest satisfaction and needs, following up social media and relations with Tour Operators. Then I was offered to be Hotel Manager to assist actual manager running the operational intern activities of all hotel departments. Especially Executive Chef with Health & Safety official inspections.

 

May 2012 – December 2014

HOTEL DREAM GRAN TACANDE 5* & HOTEL DREAM VILLA TAGORO 4* (Adeje, Tenerife, Spain)

ASSISTANT MANAGER & HOTEL MANAGER

Ensure customer satisfaction, both external and internal/staff, by monitoring work plans, action-reaction if necessary, checking that all departments achieve both satisfaction and economic results, complying with the standards established for this.

 

April 2007 - December 2011

REGENCY COUNTRY CLUB 4* (Arona, Tenerife, Spain)

ROOMS DIVISION MANAGER

Coordinate and organize internally the room division departments: reception, housekeeping, laundry, technical services, and gardening. Make the distribution and allocation of rooms before the arrival of the clients according to the reservations. Assist hotel management with customer contacts.

 

2005-2007 – Motherhood Period after having my second son

 

October 1994 – April 2005

HOTEL RIU PALACE TENERIFE  5*- Opening Feb’99 – Apr’05 (Adeje, Tenerife, Spain)

HOTEL RIU PALACE JANDÍA 5* Jul’96 – Feb’99 (Morrojable, Fuerteventura, Spain)

HOTEL RIU CANARIFE 4* Oct’94 – Jun’96(Puerto de la Cruz, Tenerife, Spain)

HOTEL MANAGER (Production & Guest Relation Manager) & ASSISTANT MANAGER & ASSISTANT DIRECTOR TRAINEE

I started at Riu in an 18-month training program as Assistant Manager in Training, going through all the hotel departments, having to spend 3 weeks of internships and one week of theory a month with the heads of the company's departments. After 6 months they offered me to stay as Assistant Manager and after a year as Hotel Manager. Then, before their big expansion, they decided to have 2 General Managers in each hotel, one as Production Director, in charge of the F&B, kitchen, restaurant, bars and animation departments, and another as Host Director responsible for reception, housekeeping, gardening and technical services. I had a vocation in Production but because of the languages that I speak since Fuerteventura in 1998 I was as Hostess Director (considered as the host and owner of the house), whose main responsibility was to ensure the total satisfaction of the guests from the time they checked in until they left the hotel, being in daily contact with them.

 

June 1992 – September 1994

HOTEL MARITIM TENERIFE 4* Apr’94 – Sep’94 (Puerto de la Cruz, Tenerife, Spain)

HOTEL MARITIM KÖLN 4* Jun’92 – Mar’94 (Köln, Germany)

ASSISTANT MANAGER & DEPUTY BUFFET MANAGER & F&B DEPARTMENT TRAINEE

At the hotel in Tenerife, I was available for any task that the director sent me, reinforcing the department that needed me every day. In Köln, Germany, when I finished my studies in Switzerland, I started a 1-year F&B trainee going through the 4 departments: warehouse, F&B office, events, and beverage service. The 2nd year they offered me to stay to coordinate the Beverage Service of all their points of sale, from cafeterias, bars, restaurants but above all rooms and halls for events. During those years it was the hotel in Germany with the highest income due to the large number of events that were held.

Educación

Diploma in Hotel Administration and Management - January 1990 – December 1991(Intensive)

HOSTA - Hotel & Tourism School (Leysin, Switzerland)

Secondary Education and Pre-University - September 1984 / June 1989 (1988 break in USA to improve English) 

Instituto Andrés Bello (S/C de Tenerife, Spain)

Computer course, English and typing classes - January 1988 – December 1988

Santa Rosa Junior College (Santa Rosa, CA, USA)

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Otros usuarios que se llaman Mercedes

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