Felipe Magurno

Experience

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  Pizza & Beer 7055

  Aug 1998 - now

  Co-Owner
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  Mercure Hotels

  Jul 2008 - Nov 2008

  Front Desk
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  Trend Operadora

  Feb 2010 - Jun 2014

  Lead of Operatorations, Trend Fairs & Traveling Operator

  - Supervised a team of 12 travel consultants in International Reserves Operation, ensuring the best client experience from check-in to check-out- Managed regional performance of vendors against contract standards and performance targets, worked with suppliers to acquire the most up-to-date information to improve internal practices, reduce operational costs, and increase operational efficiency- Added basic KPI to ensure success of the department, providing and analyzing figures to determine sales strategy and determine monthly sales targets- Offered behavioral and motivational feedback. Show less

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  CTN Tours

  Jul 2014 - Dec 2016

  Latin America FIT Coordinator

  - Developed, planned, and sold tour packages and offline hotel reservations addressed to clients from South America, Middle East, and Europe- Evaluated hotel facilities and hotel staff to ensure outstanding service to guests, including hotel visits, restaurants, and resorts to conduct random checks on the quality of service, comfort of stay, and cleanliness- Provided 24-hour on-call response service to clients and vendors- Closed file accounts and continuously evaluated offered services. Show less

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  AARIUS International, Inc.

  Dec 2016 - Mar 2018

  Hospitality Operational Manager

  - Responsible for all FIT hotel reservations worldwide, Tickets, Tours, Restaurant arrangements, Concierge for VIP access to shows, events, fast track at airports, transfers, private jet and yacht rentals and all VIP Luxury services- Manage travel budget of up to $200,000 per trip, including bookings for hotels, transportation, and sites of excursion- Collection and process of payment made by all clients, inserting and creating invoices on QuickBooks, working closely with accounting department, ensuring timely client’s payments receivables and suppliers allocation- Development of long-term relationship with regular customers which often turn into repeated business- Growth of new relationships with clients, partners, and suppliers, expanding “Aarius International” as a luxury brand by participating in trade shows and sales trips. Show less

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  Go Global Travel

  Apr 2018 - Oct 2020

  Sales Manager North East and Midwest Areas

  - Responsible for the development and maintenance of B2B sales in the USA North East and providing ongoing efforts and support for the increase of sales at GO Global Travel- Management and documentation of our account’s activity in Sales Force and Monday. Including the review, creation and conversion of new leads assigned to me into current client accounts- Proactively seeking out new business opportunities, creating local and interstate sales plans that supports business growth- Traveling around territory to conduct client visits focusing on reviewing the sales, new products, following up on operations open tickets, system accessibility with full training assistance and as well API-XML/White Label integration progress- Attending tradeshows, conferences, and social events representing GO Global Travel USA- Supporting clients in every matter, following the process of past or present passenger issues and operational requests, escalating upper management when necessary- Intermediate collection of payments for monthly statements, supervising the usage of provided credit with Go Global Travel. Following up on refunds, credits or commissions due to our clients. Show less

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  SUMMIT One Vanderbilt

  Jun 2021 - now

  **Key Responsibilities:**1. **Development of Post Rotations:** - Create and manage effective staff rotation schedules to optimize guest service coverage.2. **Scheduling:** - Develop and maintain work schedules to ensure adequate staffing levels and operational efficiency.3. **Payroll:** - Oversee payroll processes, ensuring timely and accurate compensation for staff.4. **Data Tracking:** - Implement and manage data tracking systems to monitor guest satisfaction, team performance and operational effectiveness.5. **Laundry/Uniform Program Management:** - Manage the laundry and uniform programs, ensuring staff have the necessary attire and that all laundry operations are efficient and cost-effective.6. **VIP Tour Scheduling:** - Coordinate and schedule VIP tours, providing a seamless and exceptional experience for distinguished guests.7. **Inventory Management:** - Oversee inventory management, ensuring adequate supplies and resources are available for the guests and the team.8. **Support of Team Development:** - Assist in the professional development and training of team members to enhance their skills and performance.9. **Collaboration:** - Work alongside the Associate Director of Guest Experience and Senior Guest Experience Managers to ensure cohesive and efficient operations.10. **Support Tasks:** - Perform additional tasks that support the overall success of the Guest Experience team and operational efficiency. Show less - Responsible for all on-floor Guest Experience operations- Supervision of the daily activities of the Guest Experience Ambassadors and Guest Experience Leads with a professional, patient, and approachable manner.- Responsible for the management of schedules for all Guest Experience Ambassadors and Leads shifts, operation and training- Supervision of all Guest Experience team opening and closing procedures/tasks- Responsible for laundry and fitting operations being in constant contact with our suppliers and third parties - Provide excellent guest service while ensuring staff also provides a white glove hospitality guest first experience- Always creating a positive and motivating work environment, mentoring and leading by example - Ensuring that Guest Experience Ambassadors and Leads have all necessary tools to be successful on floor and throughout their career path - Constantly analyzing customer feedback and providing strategic direction to continuously improve the team development - Independently identifying and addressing guests issues case by case by providing appropriate solutions to achieve guest satisfaction. Show less

  • Guest Experience Logistics Manager

    Jun 2024 - now

  • Guest Experience Manager

    Jun 2021 - Jun 2024