DESIREE BEJAR HOYLE
Victoria,BC
Summary
"Experienced Office Management and Administration Professional with a proven track record of over 15 years, delivering exceptional productivity, efficiency, and service quality across diverse environments. Highly dependable, ethical, and reliable, excels as both a support specialist and leader, consistently driving team success through the enforcement of company procedures and comprehensive personnel training initiatives. Recognized for proficiency in various software applications and adept database management, committed to upholding the highest standards of excellence in all endeavours."
Overview
20
20
years of professional experience
Work History
Front Office Supervisor - Relief Manager on Duty
Inn At Laurel Point Hotel
06.2022 - Current
- Oversee daily operations of theFront Desk, Switchboard, and Bell Desk in theabsence of Front Office Manager
- Oversee check-in and check-out procedures and follow up with FOM when improvement is required
- Provide upscale guest service experiences by managing special requests and resolving customer complaints promptly.
- Assist with training and development of all Front Office team members (focusing on switchboard operator role, sales at the front desk, and the proficient use of the Moneris machine for seamless payment processing, additionally, I ensured a smooth flow of cashier duties and meticulous cash closures, always striving to maintain perfect balance in every aspect of our operations)
- In the absence of the Guest Services Manager (Overnight), be able to provide leadership coverage to the Night Audit Team
- Assist the Front Office Manager with analyzing customer feedback from hotel surveys, and online reviews and suggest ways to improve.
Digital Marketing Assistant
Ashworth Strategy
01.2021 - 12.2021
- Supporting the team of Media Buyers, creating the action plan for the clients, reviewing their FB page and IG page, posting and engagement ratios.
- Boosted website traffic by implementing effective search engine optimization strategies.
- Conducted market research and competitor analysis to inform search marketing strategies.
Operations Manager
Condor Travel - Travel Agency and Tour Operator
01.2018 - 06.2021
- Manage a team of 60 people across offices located in Lima, Cusco, and Arequipa. In this capacity, I provided strategic direction, mentorship, and guidance to ensure the cohesive functioning of the team across diverse geographical locations. This decentralized leadership approach facilitated efficient operations and empowered individuals to contribute their expertise towards shared goals, resulting in sustained success and organizational growth.
- Developed and implemented strategies to maximize customer satisfaction. Leveraging key performance indicators (KPIs) such as Net Promoter Score (NPS), I instituted a systematic approach to continually assess and evaluate customer feedback.
- I spearheaded the implementation of biosecurity protocols and conducted extensive training sessions through webinars for field staff across Peru, Chile, Ecuador, Brazil, Bolivia, and Argentina
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- By providing valuable insights and suggestions, I actively contributed to the ongoing efforts to streamline and optimize the software, with the ultimate aim of making it more intuitive, user-friendly, and efficient.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Facilitated smooth collaboration between departments through clear communication channels.
- Assisted in recruiting, hiring and training of team members.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Additionally, I ensured that the crisis management plan was up-to-date and effective, enabling a swift and coordinated response in the event of any unforeseen challenges or emergencies.
Operations Supervisor
Condor Travel - Travel Agency and Tour Operator
01.2014 - 12.2018
- Managed office operations in Lima, while concurrently serving as a conduit to enhance interdepartmental communication. My role entailed orchestrating seamless workflows within the office environment while fostering collaboration and synergy among various departments.
- Streamlined office operations by effectively monitoring and addressing client concerns about their trips and travel recommendations.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Coordinated emergency response plans in times of crisis situations or natural disasters affecting company operations.
Operations Manager
Hotel León de Oro Inn & Suites
02.2010 - 12.2010
- Overseeing and enhancing all aspects of the hotel's operations, including Reception, Concierge, Housekeeping, Kitchen, Restaurant, Security, and Maintenance
- Taking the lead in hiring new staff and meticulously organizing training programs to ensure their successful integration and performance within the hotel's various departments.
Front Desk Agent
Hotel Paracas – A Luxury Collection Resort
07.2009 - 07.2010
- Actively involved in overseeing the team and managing reservations
- Undergoing training as an Internal Auditor for three months
- Responsibilities encompassed welcoming guests, facilitating seamless check-in and check-out processes, addressing inquiries and requests, handling bookings and reservations, processing payments and promoting tour packages
- Committed to ensuring an exceptional guest experience and satisfaction.
Ski Instructor and Supervisor at the children's program and daycare
Sierra at Tahoe Ski Resort
01.2004 - 01.2005
- Took on a leadership role, guiding and inspiring the team of Ski instructors in the children's program
- Responsible for managing the weekly schedules and overseeing the various activities designed specifically for the kids, ensuring an enriching and enjoyable experience.
Education
Post-Degree Diploma - Business Administration And Marketing
Camosun College
Victoria, BC04.2022
Bachelor On Tourism And Hotel Management - Tourism And Hospitality Management
Universidad De San Martin De Porres
Lima, Peru12.2005
Skills
- Demonstrated leadership and communication skills, evidenced by "Train the Trainer" certificate earned in 2023
- Proven ability to multitask and quickly assimilate new information, showcasing adaptability and fast learning capacity
- Phone and Email Etiquette
- Proficiency in rapidly learning and adapting to various software applications, such as (Microsoft Office 365, OneDrive, Opera, Sabre, and Canva)
- Policy Development SOP's
- Strong teamwork and problem-solving abilities, with a collaborative approach to achieving common goals
- Tenacious commitment to meeting objectives, characterized by persistent effort and resilience
- Certified in First Aid - OFA Level 1, valid until December 03, 2025
Languages
English
Full Professional
Spanish
Native or Bilingual
Portuguese
Limited Working
Timeline
Front Office Supervisor - Relief Manager on Duty
Inn At Laurel Point Hotel
06.2022 - Current
Digital Marketing Assistant
Ashworth Strategy
01.2021 - 12.2021
Operations Manager
Condor Travel - Travel Agency and Tour Operator
01.2018 - 06.2021
Operations Supervisor
Condor Travel - Travel Agency and Tour Operator
01.2014 - 12.2018
Operations Manager
Hotel León de Oro Inn & Suites
02.2010 - 12.2010
Front Desk Agent
Hotel Paracas – A Luxury Collection Resort
07.2009 - 07.2010
Ski Instructor and Supervisor at the children's program and daycare
Sierra at Tahoe Ski Resort
01.2004 - 01.2005
Post-Degree Diploma - Business Administration And Marketing
Camosun College
Bachelor On Tourism And Hotel Management - Tourism And Hospitality Management
Universidad De San Martin De Porres
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